Interpersonal Skills
The ability to maintain positive relationships is a fundamental element of professional success. This training includes essential tools and insights needed to communicate effectively, build strong connections, and collaborate seamlessly.
Programme Overview
The ability to maintain positive relationships is a fundamental element of professional success. This training includes essential tools and insights needed to communicate effectively, build strong connections, and collaborate seamlessly. Our goal is to elevate individual performance but also foster a workplace culture that thrives on effective communication, empathy, and collaboration. This proposal outlines key aspects such as communication skills, active listening, empathy, conflict resolution, and cultural sensitivity to achieve productive human interactions.
This 100% activity-based session is designed to help participants to service and prosper through an effective communication driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of positive relationships and collaboration. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!
Objectives
- Enhance Verbal Communication
- Refine Non-Verbal Communication
- Cultivate Active Listening Skills
- Build Empathy in Communication
- Master Conflict Resolution Strategies
- Promote Cultural Sensitivity and Diversity
- Establish Positive Relationships
- Learn techniques to Foster Effective Collaboration
- Provide Constructive Feedback
- Apply Interpersonal Skills in Practical Scenarios
Programme Outline
Content Day 1
- Brainstorming session on communication challenges to overcome
- Attitude, mindset, skills, behaviour
- Improving emotional connections using empathic probing questions
- Triggering desired audience emotions through power words that create positive mental pictures.
- Example case – A low impact and ineffective communication scenario
- Example case – An effective communication scenario
- The art of asking the right questions to identify and understand underlying customer issues
- Probing beyond the obvious
- Activity – Developing targeted probing questions
- Rapport building interactive communication flow
- This activity helps maintain a meaningful conversation with a flow that naturally tends towards closing the sale..
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- Breakout Activity
- -The Diagram)
- Active Listening
- Three levels of listening
- Developing an engaging voice
- Communicating without body language through phone
- Articulate speaking
- Mastering and Applying Voice Characteristics
- Tone, Pitch, Rate of Speech and Volume
- Activity –
- Voice practice through trainer facilitation to develop expertise in expressing emotions such as happiness, sadness, concern, worry, excitement, sense of urgency and more.
Content Day 2
- Dealing with different types of behaviours
- Passive, Assertive / demanding
- Difficult communicator
- Talkative
- Body language
- Non-verbal communication
- Facial expression, balance, foot placement & gestures.
- Interpreting body language cues
- Activity – Practicing synchrony in body language
- De-fusing conflict situations
- During this module, we identify and practice the crucial steps in calming and directing an angry or irate person.
- Why do people get angry?
- Managing / filtering our own emotions
- Managing the other person’s emotions – A structured approach
- Role play sessions on real scenarios
- Building Positive Relationships
- Establishing Trust
- Effective Networking
- Team Building