Effective Communication Skills - The Bridge Between Intention and Impact
Overall Goal: To develop participants' self-awareness and behavioral skills to enhance their communication effectiveness in various situations (face-to-face, virtual, written), with a focus on building relationships and preventing misunderstandings.
Modules
- Communication Fundamentals: What Breaks Down in the Process?
- Understanding the communication process model (Sender, Receiver, Message, Channels, Noise).
- The role of perception, assumptions, and biases in distorting the message.
- The importance of shared responsibility for understanding between the sender and the receiver.
- Active Listening Skills: The Most Powerful Communication Skill
- The difference between “hearing” and “listening.”
- Techniques for active listening (paraphrasing, summarizing, asking clarifying questions).
- Reading between the lines: understanding unspoken emotions and needs.
- The Arts of Verbal and Non-Verbal Communication
- Using body language (eye contact, gestures, posture) to enhance or weaken the message.
- Organizing thoughts before speaking (structure: beginning, middle, end).
- Tailoring tone of voice and pace according to the nature of the message and the audience.
- Communication in Challenging Contexts
- Delivering constructive feedback using the “Sandwich” model or the SBI model (Situation, Behavior, Impact).
- Managing controversial discussions and differences of opinion professionally.
- Dealing with difficult personalities and emotionally charged situations.
- Communication in the Virtual and Digital World
- Etiquette and procedures for communication via email and video conferencing (managing audio, video, participation).
- How to appropriately convey tone and emotions in short text messages.
- Building trust and relationships in a hybrid work environment.