Objectives

At the end of the workshop, the participant will be able to

Understand the proven techniques that can be used in high-impact situations at work.
Feel confident to communicate about any tough or sensitive issue.
Engage in constructive conversations even when criticism, complaint, or other tough encounters are necessary.
Deliver practical examples of what not to do, and what to do, when caught in those worst-of-all-possible-situations that require a higher level of communication competence.
Empower to turn critical communication situations into opportunity to build trust and achieve results.

Adopt a Positive Communication Style
- Understanding the need for Communication
- Different Types of Communication
- Understanding and usage of various communication models.
- Explore the 4 different communication response styles people use, and learn how to flex effectively with each of them
- Barriers that can hinder effective communication
- Essential body language. Maximize your non-verbal messages and learn the secrets of effective communication.
Communicate to Evoke Action
- Describe the behavior, not the person
- Being Assertive while Communicating
- The Art of Questioning
Listen for Understanding
- How to listen, not just hear – Listening, the Forgotten Skill
- Self-Assessment on Listening
- Types of listening & their use during all interaction
- Impact of EGO STATES on listening
- Impact of active/contextual listening
- Impact of our emotions on Listening and hence on communication
Completing the Communication Cycle
- Effective feedback ( Giving and Receiving)
- Impactful writing (Email Etiquettes)
- Telephone & Conference call etiquettes

Individuals interfacing with the customer (internal & External)