Description

Our business world is more complex than ever and demand for our attention comes from different directions. Noise can lead to miscommunication especially in situations when time is of essence. Speaking and listening loud and clear is a priority for any person in the modern workplace. Good communication skills are at the heart of everything we do every day. Effective listening includes attending to what others are saying to process the information, while effective speaking, consist of responding in a direct and meaningful manner in order to clarify and elicit more information.

During this course, participants learn to develop and practice their active listening skills in order to build confidence in delivering informative and persuasive spoken messages. The training includes but is not limited to the following components: General principles of communication, the communications process, body language, speech and non-verbal communication, hearing vs. listening; and, building skills for effective communications.

PROGRAM OBJECTIVES

Upon completion of this course, participants will have a sound understanding about:

• The elements included in the communication process
• Types of communication
• Types of body language
• Cultural differences and body language
• Language, speech and non-verbal communication
• Active voice vs. passive voice
• Hearing vs. listening
• The principles of active listening and its key components
• The principles of effective speaking
• Techniques to deliver clear and effective spoken messages

LEARNING OUTCOMES:

By the end of this course, participants should be able to:

• Define active listening and its key components
• Identify common listening problems and solutions
• Identify ways to become a better speaker
• Explain nonverbal cues and how to read body language
• Use body language to reflect a positive listening attitude
• Provide a clear assessment of the participant’s speaking and listening strengths and opportunities
• Ask questions, probe for information, and use paraphrasing techniques
• Explore seven listening competences
• Practice techniques for improving listening and speaking kills
• Evaluate the effectiveness of self and peer’s speeches

WHO SHOULD ATTEND

Individuals from all organisational levels will benefit from this course, including:

Account Executives
Administrative Assistants
Business Owners
Front Line Staff Members
Office Administrators
Program Managers
Receptionists
Sales Managers
Sales Representatives
Team Leaders
Team Supervisors