Communication Skills

COMMUNICATION ESSENTIALS

‘A Better Conversation’
  • Understand the core principles of effective verbal and non-verbal communication
  • Develop strategies to quickly build rapport with colleagues and customers
  • Learn techniques to give clear and concise instructions and messages
  • Understand the impact of body language and non-verbal cues in conversations
  • Apply active listening and questioning skills to improve clarity and connection
  • Identify common communication barriers and learn techniques to overcome them

CHALLENGING CONVERSATIONS

‘Staging the Conversation’
  • Gain confidence in managing difficult workplace conversations (e.g., performance management)
  • Learn to use effective questioning techniques to uncover key information
  • Practice delivering constructive feedback in a clear and impactful way
  • Master de-escalation strategies to navigate emotionally charged situations
  • Develop skills to direct conversations toward positive outcomes through practical scenarios
  • Overcome conversational fears by tackling imagined worst-case scenarios

CONFLICT MANAGEMENT

‘Conflict Control’
  • Recognise conflict and risk situations early to prevent escalation
  • Develop emotional intelligence skills for better self-regulation and relationship management
  • Learn to manage emotional responses and identify warning signs in others
  • Use communication strategies to de-escalate aggressive behaviours
  • Handle challenging situations with confidence while ensuring safety in lone working environments
  • Understand responsibilities in conflict scenarios, including risk assessments, policies, and reporting