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Communication Skills for High Pressure Teams
- 2 days Instructor-led workshop
Who is this course for?
This two-day communications workshop is suitable for front-line teams dealing regularly with difficult groups of stakeholders. This course would benefit HR, customer service or sales departments and any group of people who deal with customer issues daily.
BenefitsThis workshop combines fundamentals of emotional intelligence and behavioural styles analysis with practical communication strategies to equip teams with the tools and techniques needed to deal with difficult stakeholders, unrealistic expectations and conflict. Although the focus is on managing external relationships, the workshop also facilitates communication within the team to encourage support and shared values, and to enable the team to deal with communication issues together.
Hierarchy of values - identifying personal and team values
Discussion of current problems/barriers/issues with communication
Understanding your personal communication style
What is assertiveness?
Triggers and responses
Going deeper - understanding emotional intelligence
Feelings, perceptions and beliefs
Understanding your reactions under stress and conflict
Understanding transactional analysis
ABCDE technique for choosing your emotions
Communication styles and understanding others
Communication styles model
Identifying preferred styles
Recognising others' communication styles
Looking for and recognising communication cues
Review Day 1
What did you notice about yourself and your emotional reactions?
What did you notice about others?
Adapting communication style as required
Ensuring your message is perceived as intended
Phrasing your message appropriately
Influence and persuasion
Giving and receiving feedback
Effective conversation techniques: questioning and listening
Recognising your hot buttons
Dealing with difficult situations
Dealing with negative or aggressive behaviour
Reflect on and align team values going forward
What you get
Training is held in our modern, comfortable, air-conditioned suites
"What do I get on the day?"
Lunch is provided at a local restaurant or pub. Browse the sample menus:
Breaks and timing
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Joining information (how to get to our venues)
Available throughout the day:
- Hot beverages
- Clean, filtered water