Description
This imaginatively presented and participative Package instructs delegates on the skills and knowledge of effective ‘Face-to-Face’ Communication.
Managers spend at least 70% of their working day in communication of one sort or another. But perhaps the most complex form of communication takes place in ‘face-to-face’ contacts, because of all the attendant psychology of just ‘being human’. Often, these are chance encounters with another individual where words are exchanged on an informal basis. At planned meetings, the detail of the conversation is still largely unrehearsed. Even at formal presentations, where the content is known or even scripted, question time normally produces the need to ‘think on your feet’
Training Materials
- Session Leader’s Guide
- Powerpoint Presentation
- Delegate Exercises (3)
- Delegates’ Briefing Notes
- Team Tutors’ Briefing Notes
Target Groups
- Potential and existing First Line Managers; Management Trainees.
- Middle Managers, who have had no previous Communications training.
- Staff, who have regular contact with the general public.
- All Industrial and Office Supervisors.
Learning Outcomes
By the end of the session, delegates will have:
- Developed an understanding of the psychology and processes involved in Face-to-Face Communication.
- Identified the barriers that can prevent effective communication.
- Improved their personal Face-to-Face Communication Skills.
Session Content and Structure
Below is a schedule, showing the order in which subjects and practical exercises take place on the Session and a brief summary of content.
Introduction – Effective Communication: the ‘common demonator’ management skill; Communication methods.
Learning Outcomes
The Communication Process – What occurs in the process; Responsibilities of the people involved.
Communication Networks – Internal and external networks; Communication content and style with different contacts.
Practical Exercise – ‘Personal Communication Networks’; Debriefing the exercise.
The Arc of Distortion – The progressive distortion of meaning from what the Sender thinks and says to what the Receiver hears and understands; Developing skills in Clear Thinking; Message Construction; Receiving Messages and Interpretation.
Practical Exercise – ‘One Way/Two Way Communication’; Debriefing the exercise.
Listening Skills – Their role in successful ‘Face-to-Face’ Communication; Key Learning Points; Getting Feedback; The ‘Power of Pictures’.
Frames of Reference – The major impact of the Sender’s and Receiver’s Experience, Education, Environment and Beliefs; ‘Listening’ with all the senses.
Barriers to Effective Communication – Language; Word Meaning; Noise; Relative Postions; ‘Psychological Interference’.
Nonverbal Communication – Expressing Emotion; Exhibiting Personality; Body Posture and Gestures; Nonverbal Feedback.
Physical Appearance – The Face; Physique; Clothes.
Practical Exercise – ‘First Encounters’; Debriefing the Exercise.
Final Questions, Summary and Conclusions.
