Communication Skills for the Workplace (UK)

Overview/Description

Poor communication is often blamed for discord, errors and misunderstandings in the workplace. In fact, and more correctly, poor communication of intent causes these problems. They occur when people are unwilling to say exactly what they mean, or what they want. They also occur when there is a reluctance or an inability to get clarification of another person's intent. These situations can be avoided by using certain communication techniques to establish intent, in both the other person and yourself. This course covers the three prime strategies that will enable you to do this. By speaking assertively, you can make your intentions clear, and in this course you will have the opportunity to practise several assertive communication techniques. Similarly, the course will demonstrate how to give constructive criticism on the behaviour of others, and how to receive criticism on your own behaviour positively. Finally, the course covers the skill of questioning. You will learn how to use questions in a non-threatening way to direct or encourage a conversation, to uncover hidden feelings or motives, and to persuade. Effective questioning is one of the most valuable communication skills of all.

Target Audience

Those people in roles which depend on the ability to influence colleagues, senior managers or clients. Also, anyone who has responsibility for managing, supervising or leading staff.

Expected Duration

4.5 hours

Lesson objectives

Assertiveness in Communication

• identify the benefits of using assertive communication in the workplace.
• determine which communication
  mode or modes are being used, based on examples of verbal and non-verbal behaviour.
• match the four assertive response types with their applicable situations.
• use the most appropriate
  assertive response or responses within a given scenario.
• classify instances of assertive interpersonal negotiation, based on
  the technique demonstrated.
• use the most appropriate assertive communication technique to negotiate a preferred outcome in a given scenario.

Criticism without Conflict :

• identify the benefits of being able to give and receive criticism positively.
• classify examples of criticism, constructive criticism, feedback and
  personal attack.
• recognise the five essential
  criteria for giving acceptable constructive criticism.
• give acceptable constructive
  criticism to a colleague, within a given situation.
• identify some of the essential decisions behind the positive reception of criticism.
• use the appropriate techniques to receive criticism positively within
  a given scenario.

Using Questioning Skills :

• recognise the benefit of questioning in interpersonal communication.
• identify questions as being either open or closed.
• use open and closed questions to gain the required information in a given situation.
• recognise examples of
  exploratory questions.
• recognise leading questions.
• use appropriate leading questions to persuade another person to take
  action, within a given situation.