Crucial Conversations - Communicate Positively

Course Overview

Crucial Conversations - Communicate Positively

Learn how to build rapport, communicate in difficult situations and understand different personality styles.

Course Content

You will understand the differences between aggressive and assertive behaviour, the power of non-verbal communication, effective listening techniques, recognising the signs of conflict and communicating positively in all situations. By the end of the course, you will be aware of how small changes in communication style can have a big impact on your working relationships.

Module One - Understanding Communication

• What is effective communication?
• Barriers to communication
• Different types of crucial conversation

Module Two - Self Awareness

• Disc behavioural analysis
• Implications of personality styles
• Knowing your style under normal and pressure circumstances

Module Three - Building Rapport

• Making a positive impression
• Establishing rapport and reading people
• Verbal and non-verbal communication
• The art of active listening
• Effective questioning techniques
• The information funnel
• Responding positively

Module Four - Developing an Approach

• The four colours of communication
• How do I communicate?
• How do they communicate?
• Adapting your approach

Module Five - Communicating in Difficult Situations

• The difference between aggressive and assertive communication
• Expressing yourself constructively
• Handling challenging requests
• Giving and receiving constructive criticism
• Disagreeing positively

Module Six - Dealing With Conflict

• Preventing disagreement escalating into conflict
• Constructive and destructive behaviours
• Achieving a positive outcome using the seven step plan