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Communication Skills for High Pressure Teams

STL
Course summary
2 days
English
Nationwide
Corporate Training for Teams
STL courses

Communication Skills for High Pressure Teams



Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... This workshop combines fundamentals of emotional intelligence and behavioural styles analysis with practical communication strategies to equip teams with the tools and techniques needed to deal with difficult stakeholders, unrealistic expectations and conflict. Although the focus is on managing external relationships, the workshop also facilitates communication within the team to encourage support and shared values, and to enable the team to deal with communication issues together.

Suitability - Who should attend?



This two-day communications workshop is suitable for front-line teams dealing regularly with difficult groups of stakeholders. This course would benefit HR, customer service or sales departments and any group of people who deal with customer issues daily.

Training Course Content



Day 1

Introduction

Hierarchy of values - identifying personal and team values
Discussion of current problems/barriers/issues with communication

Understanding your personal communication style

Aggressive/passive characteristics
What is assertiveness?
Triggers and responses

Going deeper - understanding emotional intelligence

Feelings, perceptions and beliefs
Understanding your reactions under stress and conflict
Understanding transactional analysis
Building resilience
ABCDE technique for choosing your emotions

Communication styles and understanding others

Communication styles model
Identifying preferred styles
Recognising others' communication styles
Looking for and recognising communication cues
Empathy

Day 2

Review Day 1

What did you notice about yourself and your emotional reactions?
What did you notice about others?

Adapting communication style as required

Ensuring your message is perceived as intended
Phrasing your message appropriately
Influence and persuasion

Assertive techniques

Giving and receiving feedback
Expectation setting/contracting
Effective conversation techniques: questioning and listening

Conflict management

Recognising your hot buttons
Dealing with difficult situations
Dealing with negative or aggressive behaviour

Summary

Reflect on and align team values going forward

Expenses



Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL

STL

Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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www.stl-training.co.uk

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