Communication Skills for High Pressure Teams
- 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.
What to expect
- 24 months post training support included .
- Tailored and bespoke programme options .
- Our experienced training and logistics team in the last 23 years have assisted 204,432 people .
- Over 14,060 organisations trained .
- We are rated 'Excellent' on Trustpilot and 98.8% of our customers recommend us .
- Delivery UK wide and international (75+ countries delivered) .
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 valuesDiscussion of current problems/barriers/issues with communication
Understanding your personal communication style
Aggressive/passive characteristicsWhat is assertiveness?
Triggers and responses
Going deeper - understanding emotional intelligence
Feelings, perceptions and beliefsUnderstanding your reactions under stress and conflict
Understanding transactional analysis
Building resilience
ABCDE technique for choosing your emotions
Communication styles and understanding others
Communication styles modelIdentifying 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 intendedPhrasing your message appropriately
Influence and persuasion
Assertive techniques
Giving and receiving feedbackExpectation setting/contracting
Effective conversation techniques: questioning and listening
Conflict management
Recognising your hot buttonsDealing with difficult situations
Dealing with negative or aggressive behaviour
Summary
Reflect on and align team values going forwardExpenses
Prices on application. Contact us for quote.
Request information - obligation free
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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