Introduction, Objectives and Expectations

Group Exercise with Discussion and Feedback

Introduction to Effective Personal Communications
Basic factors in communication
Evaluation of key aspects involved through exercises with discussion
Identification of participants primary media of communication

Critical Elements to be Managed in Interpersonal Communication
Spoken word – application and issues
Written word – application and obstacles
Visual presentation – application
Body language – using and reading
Effective and active listening techniques

Interpersonal skills for Spoken Communications
Principles of body language – key factors for sending and receiving
Developing assertive approaches to communications and interactions
Dealing with interactions by telephone – building rapport and overcoming barriers
Handling different interactions and behaviours including situations of confrontation and aggression