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Part One : The Basics of Communication
- Understand the theory and main principles of communication
- Understand the difference between assertive, passive and aggressive communication
- Foundations of assertiveness
- Verbal structure
- Improve your ability to communicate in an assertive manner
- Practice with assertive scenarios
Part Two : Face-to-Face Communication Skills
- Completion of communication web
- Effective communicators
- Question types and exercise
- SOLER - positive body language
- Active listening and exercise
- Key responding techniques
- Create a more positive impact through non-verbal language
- Learning review and action planning
Part Three : Networking and Team Communication
- Establish current and potential networking partners
- How to build future opportunities
- Identify ways of creating positive rapport with others
- Identify new ways to improve team communication and its effectiveness
Part Four : Communicating on the Telephone
- Handling incoming calls
- Telephone etiquette
- Controlling the call
- Matching and pacing
- Establish best practice
- Making the most of your voice
Part Five : Feedback Skills and Your Own style
- Identify the benefits of regular feedback
- Increase your competence in delivering feedback
- Self-assessment
- Looking at your own style
- Increasing your communication effectiveness
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