INTRODUCTION TO COMMUNICATION SKILLS

 

This introductory level workshop aims to explore human behaviour and to find ways in which staff can be more effective in dealings with others. It is aimed at those who perform non-managerial tasks at work, and who often lack the confidence or experience to deal with their colleagues and managers effectively. 

It covers: Improving listening skills; answering the telephone and taking a good message; checking instructions for understanding; creating daily goodwill in the office; and increasing self-confidence so that the learner can interact effectively with others.   

This Introduction to Communication Skills workshop is targeted at an elementary level and will give delegates a basic introduction to what communication is, and how important it is to understand the principles of interpersonal reactions and relationships in the workplace. It offers practical skills to improve communication with colleagues and clients.  

Information

NQF Level: 2

Applicable Unit Standard: Behave in a professional manner in a business environment (14359 US. No.)

Credits Awarded: 5

Duration: Two days

 

 

 

Specific Outcomes Covered

  • To understand the role of communication in the organisation.
  • To improve listening skills to ensure clarity of understanding and interpretation of information / instruction.
  • To improve self-image and stress the importance of having a good attitude.
  • To become more confident and assertive in dealing with colleagues and clients. 
  • To be able to answer the telephone effectively and create good first impression.
  • To take an effective message on the telephone.
  • To make the most of the ‘Welcome process’ in the work environment.
  • To understand the importance of using people's names correctly.
  • To give specific verbal techniques to check for understanding and minimise conflict at work.
  • To understand the importance of body language in the workplace.
  • To ensure that learners know how use positive body language.
  • To understand the non-verbal signals sent to us by others.
  • To apply practical skills to maximise daily goodwill in the office.

Target Audience

This introductory communicative programme is aimed at all employees in non-managerial positions, who are interested in developing professional behaviour to improve their interaction with internal and external customers.

Training Medium

Interactive outcome-based workshop, including a Living Dynamics’ learner workbook, practical exercises. PowerPoint slides and various games, role-plays and communicative activities.


LEARNING PROGRAMMES

 

BUSINESS ENGLISH

Effective business writing isn't a skill you are born with. This Business English programme aims at making writing a manageable task by following a ......

COMMUNICATION, CONFLICT MANAGEMENT & ASSERTIVENESS

This Communication, Conflict Management and Assertiveness programme aims to make us more aware of our verbal communication ......

FIRST IMPRESSIONS FOR RECEPTIONISTS

This First Impressions programme has been designed with the goal of enabling front line staff to be upskilled and confident, and to become a real asset to your company, and of course to ......

REPORT WRITING

In business, whether you are crafting a memo style informal report of drafting a 50 page fomal report, how and what you write defines ......

AN INTRODUCTION TO COMMUNICATION SKILLS

This introductory level programme in Communication Skills aims to explore human behaviour and to find ways in which we can be more effective in our ......

EXECUTIVE PA SKILLS

The aim of this programme is to enable Executive Personal Assistants to fine tune the skills they require for working at this senior level. The programme ......

PRESENTATION SKILLS

This Presentation Skills programme aims at taking you through a step-by-step process for structuring and delivering effective presentations. It starts .....

CUSTOMER CARE / SERVICE EXCELLENCE

Customer Care or Service Excellence means exactly what the name implies. This programme enables all staff to 'care' for their clients and ......

PERSONAL MASTERY

This Personal Mastery programme will assist delegates to gain control over vital aspects of their lives in order to achieve, regain or maintain, a ......

Copyright © 2020 - Living Dynamics

Search