Communicating with Others

What your team will learn

• Read verbal and non-verbal cues, and adapt to different communication styles
• Build rapport and trust with supervisors, coworkers, customers and clients
• Speak up with confidence and respect, and help settle disputes peacefully
• Present ideas to a group and communicate well across cultures

1. Weeks1–2

   The basics of good communication

   1. How communication works

      The building blocks: what we say, what our body language says, listening closely and showing empathy.

   2. Communication styles

      Spotting the different ways people communicate, and adjusting your approach so you connect with each of them.

2. Weeks3–4

   Communication at work

   1. With your manager and coworkers

      Handling the tricky moments in conversations with supervisors, colleagues and the people who report to you.

   2. With customers and clients

      Ways of talking with customers and clients that earn their trust and keep them satisfied.

3. Weeks5–6

   Building rapport

   1. Making a connection

      Practical ways to build rapport and genuine connections with the people you work with.

   2. Emotional intelligence

      Noticing and managing emotions in a conversation, so working relationships stay positive.

4. Weeks7–8

   Speaking up and handling conflict

   1. Assertive communication

      Saying what you think and need with confidence, while staying respectful, in all kinds of situations.

   2. Communicating through conflict

      Words and techniques that help manage a disagreement and settle a dispute peacefully.

5. Week9

   Presenting and communicating across cultures

   1. Public speaking and presentations

      Sharpening how you speak to a group, so your ideas come across clearly and confidently.

   2. Communicating across cultures

      Understanding cultural differences and adapting your style for a diverse audience.

How the sessions work

• Role-playsRealistic scenarios and simulations where your team practises each skill out loud.
• ReadingsRecommended articles and books on communication and working well with people.
• Discussion forumAn online forum to swap experiences, ask questions and learn from each other.
• Feedback and coachingIndividual feedback and coaching from the trainer as your team puts the skills to work.

Who it's for

• Customer-facing staff who need to build trust with clients
• Employees who are starting to present or speak up in meetings
• Teams that work with people from many cultures and backgrounds