Efficient communication

OBJECTIVES OF THE SEMINAR
  • Underscore the importance of communication as a key factor to success
  • Understand problems related to communication
  • Learn techniques to improve communication skills
  • Practice communication skills and related techniques
  • Select adequate communication channels depending on the type of information provided and the addressee
  • Handle challenging situations and remain determined under any circumstances.
PROGRAM OF THE SEMINAR
  • Communication process
    • Communication schemes
    • Filters within the communication process
    • Practical exercises
  • Obstacles to communication
    • What causes communication distortion
    • How to resolve them
    • Practical exercises
  • The pitfalls of perception 
    • Individual objectivity test
    • How to interpret messages
  • Ground rules for successful communication
  • Empathy
    • Concept
    • Selftest
    • Practical exercises
  • The art of asking the right questions
    • Types of questions and their meaning
    • Interviewing skills
    • Exercises
  • A listening ear
    • Definition
    • Individual test
    • Technique
  • Reformulation: “In other words”  
    • Definition
    • How to rephrase
  • Feedback 
    • Definition
    • Techniques & practice
  • Strokes 
    • Types of strokes
    • The importance of using strokes in an efficient way & exercises
  • Capacity to convince 
    • How to get your respondent’s attention
    • How to pass on a  complete, precise and concise message
    • Get the message through, at the right moment
    • Persuasion skills and exercises
  • Non-verbal communication 
    • The importance of non-verbal communication
    • How to decode non-verbal messages (gestures, mime, eye-contact,… ) and para-verbal messages (silences, suspended sentences, …)
    • Videotaped practical exercises
  • The most adequate communication channel 
    • The different communication channels
    • Most adequate choice in view of the message to pass on
  • Handling challenging situations 
    • Change from negative to positive communication.
    • Transforming conflict into consensus and mutual agreement
    • Transform negative competition into winning cooperation
    • Responding to various kinds of objections
    • Handle complaints & practical exercises
  • Remaining assertive under all circumstances 
    • Daring to be firm or the art of assertiveness
    • Self-diagnosis about your assertiveness level
    • The importance of non-verbal behaviour
  • The art of communication : summary and conclusions