Business Communication Skills Training Course

What is Communication

• Communication styles
• Communication flow
• Framing conversations
• Non-verbal communication Definitions & principles
• Written communication
• Telephone skills

Exercise/Case Study

Understanding Communication

• What makes a successful communicator
• The qualities of a successful communicator
• Defining persuasion and influence
• Self- belief, confidence & assertiveness
• Push and pull styles
• Framing communication

Exercise/Case Study

Communication Style

• Choose from a range of communication styles depending upon the situation
• Learn to respond, rather than react
• Open, leading and closed questions
• The Funnel technique
• Understanding values
• Questioning techniques to understand values and build relationships

Exercise/Case Study

Overcoming resistance

• What causes resistance
• How to deal with resistance
• A practical guide using six steps
• Dealing with conflict
• Handling difficult situations without emotions
• Presenting your case with impact, taking the values of others into account

Exercise/Case Study

Poor Communication

• Examples and why does this happen so frequently
• The Ladder of Inference
• Top down, Bottom up or 360 degree
• Collaborative versus dictatorial
• Selecting the best style and understanding what makes this the “best”

Exercise/Case Study

Putting it all Together

• Feedback
• Questioning & Listening
• Asking powerful questions
• Getting the key message across
• Making effective requests
• Promises – blessing or curse?
• How to improve communication skills going forward

Exercise/Case Study

The Art & Skill of Persuasion

Understanding Persuasion

• What makes a successful persuader?
• The qualities of a successful persuader
• Influencing and persuading, not manipulation
• Defining persuasion and influence
• Principles of effective influencing
• Self- Belief, Confidence & Assertiveness
• What do we mean by push and pull styles of persuasion
• The psychology of persuasion – the basics

Example/Exercise

Preparing to persuade

• Building Trust
• “Mocking Bird” Theory
• Non verbal communication
• Building Trust and rapport
• Finding out what others want or need - listening and questioning
• Perception – how you perceive situations and how others may perceive you

Example/Exercise

Explore what others want

• Setting clear objectives on the scope of selling you wish to embark on
• Effective questioning techniques
• Realise the values and motivations of others
• Hone your listening skills and overcome barriers to active listening
• The identification of individual ‘filters’ and how to overcome these
• The power of positive thought – preparing for the persuasion discussion

Example/Exercise             

Communication Style

• Choose from a range of communication styles depending upon the situation
• Learn to respond, rather than react
• Open, leading and closed questions.
• The Funnel questioning technique.
• Understanding values and how to persuade around these
• Questioning techniques to understand values and build relationships

Example/Exercise             

Overcome resistance

• Select one of the six levels of assertiveness, without compromising the values of others
• Apply a practical 6-step Influence Model
• Using FAB to match the needs gathered from customers
• Dealing with conflict – handling difficult situations without emotions
• Presenting your case with impact, taking the values of others into account

Example/Exercise             

State your case persuasively

• Presenting at the right stage.
• Adopt strategies that work for you
• State your case assertively and convincingly.
• Knowing the audience
• Gathering the content
• The 10/80/10 rule for structuring the presentation
• Delivering a presentation

Example/Exercise    

Handling Objections

• Identifying frequently encountered objections.
• The pre-emption of objections.
• Developing appropriate responses.

Example/Exercise

Negotiation Skills for Finance Professionals

Introductions

• The Process of Negotiation
• Objectives in negotiation
• Communication Skills of the Effective Negotiator
• Assessing information
• Establishing the parameters
• What is the “win-win” outcome

Case Study/Discussion Point

The “Interests”

• Interests  
• The difference between positions and interests
• Identifying and prioritising your interests
• Common mistakes when handling interests
• When is negotiation a good idea?
• The elements of an effective negotiation

Case Study/Discussion Point

The “Options”

• Generating and evaluating possible options
• Identifying your ideal outcome
• Common errors when generating options

Case Study/Discussion Point

Understanding Negotiation Outcomes

• Evaluate the options
• Where do you think it will end
• Is there a “win” or would a compromise be better
• Setting clear objectives
• Being prepared to lose when it makes sense

Case Study/Discussion Point

The Negotiating Process

• Making proposals and giving and receiving concessions
• Breaking Deadlock
• Agreeing a remedy
• Understanding the negotiator’s role
• Key stages of the process
• Giving information
• Reading signals
• Making a plan.
• Reviewing assumptions
• Working through the meeting/discussion process
• Probing in order to develop understanding
• Reaching agreement

Case Study/Discussion Point

Challenges

• Different types of people
• Behavioural approaches & body language
• Deadlocks, Standstills & Concessions
• Tricks, Traps & Tactics
• When & Where to Negotiate – Electronic Media are not ideal

Live Practice

• Simultaions 
• Debrief

Presentation Skills for Finance Professionals

The Essentials - The Presenter - You

• Carrying out the ‘essential checks’
• Presenting the ‘right’ image
• Using your words, tone and body language
• Working with the qualities of your voice
• Acknowledging and overcoming nerves
• Using relaxation techniques
• Using mannerisms and gestures to enhance impact
• The qualities of a successful presenter

Example/Exercise

The Essentials – The Material – What Are You Going to Say

• Performing a needs analysis
• Writing the basic outline
• Researching, writing and editing
• Establishing a clear purpose
• Using successful information gathering techniques
• Choosing the best route through your material
• Identifying the key points
• Creating strong openings and closings
• Knowing the pros and cons of different visual aids
• Making it big, bold and brilliant

Example/Exercise

The Essentials – The Audience – Who Will You be Saying it To

• Knowing your audience to develop presentations that appeal
• Building rapport
• Getting and keeping them on your side
• Working with questions
• Handling difficult people
• Understanding group dynamics

Example/Exercise

Next Step – Delivery Methods

• Basic methods
• Advanced methods
• Basic criteria to consider
• Choose from a range of communication styles depending upon the situation
• Listening and Hearing: They aren't the same thing
• Asking questions
• Communicating with power

Example/Exercise

Next Step – Communication Skills

• What do we mean by Communication
• Preparing mentally
• Physical relaxation techniques
• Appearing confident in front of the crowd
• Non-Verbal Communication Skills
• Body language
• The signals you send to others
• It's not WHAT you say, It's HOW you say it
• Presenting your case with impact,

Example/Exercise

Perfecting your skills

• Make them laugh a little
• Ask them a question
• Encouraging discussion
• Dealing with questions
• Creating Fantastic Flip Charts
• Creating Compelling PowerPoint Presentations
• WOW your Audience
• Vibrant Videos and Amazing Audio

Example/Exercise

What is Mediation

• Textbook definition
• Mediation in practice
• Good and bad mediation
• A SWOT analysis
• The goals of mediation
• Reaching a compromise
• WinWin – is this always possible
• Plugging the gap between avoidance and formal action

Exercise/Case Study

Understanding Mediation

• The principles of Mediation
• What can it achieve.
• When is it appropriate
• Is there ever a time when mediation is inappropriate
• Taking a strategic approach
• Alternative dispute resolution practices
• HR Policies: help or hindrance in conflict situations

Exercise/Case Study

Preparing for Mediation

• Essential skills.
• Critical discussions
• Understanding why people behave the way they do in conflict
• What are the issues
• Is there a compromise
• Least worst outcome
• BATNA/WATNA
• Setting the parameters

Exercise/Case Study

 Mediation

• Structuring the process
• Creating a “safe” environment
• Building rapport and trust
• Maintaining impartiality
• Assist with the win-win
• Dealing with destructive conflict
• Dealing with deadlock
• Engaging resistant people in a constructive manner
• Closing the mediation
• Confirming the outcome
• Selecting alternatives
• Follow up and review mechanisms

Exercise/Case Study