Effective communications skills create positive interactions with others.
This course builds on Assertiveness techniques you will have learned in our Essential Communication Skills or Assertiveness in the Workplace courses. There is a brief revision component of these two courses to make sure everyone is starting at the same level. We then move into mastery, refining skills to enhance your communication impact.
You will develop techniques to deal with an array of characters from those who don’t share much of themselves to those who act passive-aggressively and those who are openly aggressive. Further, you will examine different refinements to working up (more senior staff), down (sub-ordinate staff), across (colleagues) and outside (customers and vendors) your organisation.
Further, you will learn how to build greater credibility in your communications and gain tactics to buy thinking time when put under pressure.
- Current Sticking Points?
- Assertiveness Overview?
- Dealing with difficult situations exercise
- DiSC Overview
- Empathy exercise
- Aggressive
- Passive-Aggressive
- Non-Assertive
- Exercise
- Sub-ordinates
- Colleagues
- Managers
- Outside: Customers and Vendors
- Body Language
- Voice
- Words
- Ways to Bridge
- Exercise
- What is trust?
- Why is trust important?
- What might get in the way?
- The tripod of influence
- Goals from the session
Key Business Benefits
- Builds skills to minimise conflict and resentments, both in oneself or the party being communicated to
- Includes strategies to help participants accomplish greater finesse in relationships through communication
- Allows you to build credibility
- Allows time for practice and insight
Key Participants Benefit
- Helps participants understand themselves better to enhance behavioural change necessary to be an effective communicator
- Builds skills to minimise conflict and resentments, both in oneself or the party being communicated to
- Includes strategies to help participants accomplish greater finesse in relationships through communication
- Allows time for practice and insight
- Revise Essential Communication foundation skills
- Interact with individuals who display a specific communication style and communicate using various verbal and nonverbal modes of communication
- Identify the elements that influence first impressions and establish trust and credibility with others to build positive relationships
- Identify the types of ineffective manager/leaders and use different techniques to deal with them
- Identify the guidelines for communicating with colleagues
- Consider how communication changes when dealing with customers versus internal staff members and identify a constructive way to deal with vendors to rectify issues and keep them on side.
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About Microsoft On-Demand Learning
Build your Microsoft technical expertise while balancing the demands of your schedule. The new MOC On-Demand series courses combine high-quality video lectures, live hands-on labs and knowledge-checks in a self-paced format to help you build skills as your schedule allows—all at once or five minutes at a time.
MOC On-Demand at a Glance
Self-Paced Learning
Immediate Feedback on Mastery
SATV Eligible
Direct From the Source
Learn Anywhere Anytime
Live Hands-on
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