What is the value of effective communication?

Business Communication encompasses so much of what we each do everyday. It includes price and contract negotiations, conflict resolution, interviews, emails, sales calls, customer service, meetings and presentations, and the list could go on and on. As interactions in both person and in writing flow across offices, cities, and countries, so does productivity and profitability in each company. If communication is not done effectively business opportunities may be squandered and lost. Thus, communication is money in a very real sense. The value of effective communication for employees is priceless in keeping both clients and customers.

What does the program look like?

Objective:

Upon completion of the impact Solutions Communications Skills course the participant will learn and demonstrate the ability to use and apply effective business communication skills, including proper use of tone and voice, active listening, asking effective questions, the importance of body language, empathy, and the use of clear and concise language.

Course Outline:

1. Tone and Voice: 1 hour — Designed to help participants effectively use their voice in communication, skills to avoid talking too loud or too soft, and the use of tonal expressions are explored.  Includes voice activities and self / group evaluations.
2. Body Language: 1 hour — This section discusses and practices the use and recognition of body language including eye contact, posture and gestures, expressions, body movements, personal (nervous) habits, non-verbal, and the influence clothing has on communication.  Activities revolve around practice recognizing and expressing body language, working in small teams to evaluate, and “charade”-like games.
3. Effective Questions: 1 hour — Explores the different types of questions (open and closed), when they are best used, and specific question types to elicit involvement and particular information.   Involves small/large group question exercises, including 20 Questions, role plays, and practice asking the “right” question with self and group evaluation and discussion.
4. Active Listening Techniques: 1 hour, 30 minutes — Topics in this section include the difference between hearing and listening, restating and mirroring information, and the use of body language.   Role plays are used to practice listening as well as restating and mirroring communicated information.  Participants pair up and demonstrate skills while being evaluated.
5. Communication Challenges: 45 minutes — We cover the many common challenges inherent when communicating with others, including the pitfalls of language fillers, slang, poor pronunciation, and talking too fast.   Includes self and group practice with role plays, identifying mistakes, sharing experiences (personal and/or work related) to exhibit these common problems and discussion for improvement.
6. Perspective: 45 minutes — This last section emphasizes the need to truly seek to understand and see the perspective of those we are communicating with, especially when communication is less than pleasant.  Includes situational and empathetic role plays, exploring others point of view exercises on many levels (customer, co-worker, boss, etc) and discussion and evaluation, as well as creative and fun exercises with inkblots and optical illusions.