Fundamental Communication Skills Training

1. Basic communication skills training overview

• Introductions/expectations
• Review agenda
• Communications self-assessment
• The 12 Rules of Respectful Communications
• Practice

2. Basics of Communication Skills Training

• Qualities of great communicators
• Clarity of purpose: Why are we communicating and what are we trying to accomplish?
• Elements of communication (non-verbal, extra-verbal and verbal)
• Verbal communication check points: Vocabulary, pronunciation & speed
• Written communications basics (email, texting, etc.)
• Practice

3. Developing Good Listening Skills

• Barriers to effective listening
• Active listening description and practice
• “Can I trust you?” – How to engender trust by listening
• Overcoming bias and prejudice while listening
• Practice

4. Managing the Emotional Side of Communications

• How emotions affect what we say and hear
• “It’s not just what you say, it’s how you say it!”
• Learning when NOT to communicate
• Public speaking & “the jitters”
• Communicating with myself: How self-talk influences both our emotions and our outcomes
• Practice

5. When communications gets off track

• Dealing with difficult people
• Defusing hostility in communications
• Professional communication danger zones:
  • Harassment
  • Bullying and intimidation
  • Personal boundaries

6. Wrap up, review and lessons learned

• Communications best practices