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Communication - Crucial Conversations - Communicate Positively

Course overview

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

Course duration

1 day

Delivery method

Flexible (Online/Classroom)


Open participant course: £195 per person - maximum 10 people

Closed company course: £1,000 per course - maximum 10 people

Suitable for

Those who need to improve their working relationships by focusing on the way they currently communicate with others and understanding how different types of people want to be communicated with and how their approach needs to be adapted.

Learning outcomes

Delegates 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 they will be aware of how small changes in communication style can have a big impact on their working relationships.

Course content

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

Course requirements

This course can be delivered remotely or in a classroom environment, to suit your requirements.

Delegates must have the following equipment to attend this training remotely:

  • PC or laptop with a microphone and speakers (webcam is preferred but not essential)
  • Access to the internet and web browser application (e.g. Google Chrome)
  • An email account for file sharing

For more information about this course please contact us.

Queens Court Regent Street Barnsley South Yorkshire S70 2EG
Tel: 01226 216760 | Email: |

These course details were downloaded on 20/04/2024

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