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