Business Communication. Sharpen your communication skills.

This one-day practical training course will give you the confidence, skills, tools and techniques to handle tough conversations with less stress and more success.

You will learn and practise how to be assertive, conversationally without being forceful or defensive. Deal constructively with disagreement, criticism, conflict and bullies in a calm and professional manner. Set boundaries, push back, and become more influential and persuasive in your personal and workplace conversations.

This experiential day enables you to work on your assertive language, your emotions, your mind and your physiology to courageously handle ‘difficult’ people and ‘difficult’ situations successfully.

Outcomes

By the end of this course, you should be able to:

• use techniques and tools to handle tough conversations
• respond ‘in the moment’ calmly and professionally
• demonstrate a positive growth mindset
• use clear direct honest assertive language
• frame your conversations for best results
• adopt the most appropriate mode of behaviour for a given situation
• create more collaboration with others
• negotiate mutually beneficial outcomes.

Content

• Mindsets, emotions, physiology and language – an integrated approach
• Behavioural / communication styles using Yvonne’s LAFFe to Success model
• Frame the conversation for a positive outcome
• Build rapport to engage others
• How to respond rather than react
• How to confidently have a ‘difficult’ conversation
• Set boundaries
• ‘Push back’ and say No respectfully
• Collaborate for agreed best mutual outcomes
• Ethically influence others
• Negotiate win/win/win solutions

Intended audience

This course is suitable for those who have completed Getting What You Want: Assertive Communication Skills and Assertive Communication Skills: Advanced, or have equivalent knowledge.

It is also perfect for busy professionals, managers and team members who want to improve their skills to manage challenging conversations with confident respectful behaviours at work and in life.

Delivery style

Delivery modes

• Face-to-face, presenter-taught training
• Online training via the platform Zoom

Delivered as an interactive and experiential workshop including self-assessment, quizzes, demonstrations, skills practice, coaching, feedback and other activities to embed the learnings.

The uniqueness of this course is that it is focuses on your specific challenges and how to have real effective conversations to address the issues and misunderstandings. ‘What to say’ and ‘how to say it’ depends on many factors; the situation, history, experience, culture, mood, outcomes . . . so you explore respectful assertive alternatives for each ‘challenging’ situation.

Recommended reading

The following reading is recommended, though not essential:

• LAFFe to Success: A Practical Guide to getting Along with Others: Plus the A – Z of LAFFe Behaviour.