About this Course

This course follows on from Communication Skills and aims to expand deeper into many sources of miscommunication. It provides several easy-to-use soft skills techniques that can be employed in establishing rapport with others, strengthening relationships and avoiding common conversational traps.

In particular, the course covers areas such as probing and understanding other people’s perceptions, understanding intentions and their impact, taking responsibility and avoiding blame.

During this course delegates learn to manage their emotions better so that these emotions don’t leak or burst into conversations at the wrong moment.

Techniques are provided to manage difficult conversations and to avoid getting trapped in a psychological game going back and forth on certain points rather than moving forward to focus on underlying issues or concerns.

All of the techniques explored in the courses are thought using several examples. Many example conversations of poor communication are provided and delegates are encouraged to analyse them. This is then followed by in-depth training on why and how these conversations fail and what can be done to avoid them.

This is subsequently followed by improved examples so delegates can see exactly how to use the techniques and what to expect of them.

Participants then participate in several exercises to master these skills. Exercises are carefully designed to help the delegates memorise these techniques during the course and learn to apply them in real-time in realistic situations encountered in the real world.

Course Outline

In this highly practical course participants will learn:

• Understanding Stories
  
• Intention Analysis
  
• Avoiding Blame
  
• Feelings
  
• Difficult Conversations
  
• Psychological Games
  

Learning Outcomes

By the end of this course the participants will be able to:

• Search to understand other people’s stories and learn to change your perspective based on their view to improve your conversation
  
• Prevent misunderstandings by clarifying intentions and avoid common mistakes that escalate the situation rather than resolve it
  
• Avoid blaming others and take responsibility for your own contribution to any situation
  
• Understand and manage your feelings so they don’t clutter your understanding or affect your conversations with others
  
• Handle difficult conversations by monitoring implicit messages and use techniques to gain rapport
  
• Avoid destructive psychological games in conversations and use techniques to shift the conversation away as quickly as possible
  

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