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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.


STL virtual classroom training

We all have to accept our preferred face-to-face method just isn't an option right now. However, virtual classroom training that we have developed offers some benefits which can make it seem less of a compromise and more of a viable interim training solution. 

Our virtual classroom training is delivered by the same team responsible for achieving industry leading customer satisfaction ratings with face-to-face training, so rest assured you are in safe hands.

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 1IntroductionHierarchy of values - identifying personal and team valuesDiscussion of current problems/barriers/issues with communicationUnderstanding your personal communication styleAggressive/passive characteristicsWhat is assertiveness?Triggers and responsesGoing deeper - understanding emotional intelligenceFeelings, perceptions and beliefsUnderstanding your reactions under stress and conflictUnderstanding transactional analysisBuilding resilienceABCDE technique for choosing your emotionsCommunication styles and understanding othersCommunication styles modelIdentifying preferred stylesRecognising others' communication stylesLooking for and recognising communication cuesEmpathyDay 2Review Day 1What did you notice about yourself and your emotional reactions?What did you notice about others?Adapting communication style as requiredEnsuring your message is perceived as intendedPhrasing your message appropriatelyInfluence and persuasionAssertive techniquesGiving and receiving feedbackExpectation setting/contractingEffective conversation techniques: questioning and listeningConflict managementRecognising your hot buttonsDealing with difficult situationsDealing with negative or aggressive behaviourSummaryReflect on and align team values going forward

Expenses

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

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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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