課程大綱： Business Communication Skills培訓(xùn)
What is Communication
Communication styles
Communication flow
Framing conversations
Non-verbal communication Definitions & principles
Written communication
Telephone skills
Exercise/Case Study
Understanding Communication
What makes a successful communicator
The qualities of a successful communicator
Defining persuasion and influence
Self- belief, confidence & assertiveness
Push and pull styles
Framing communication
Exercise/Case Study
Communication Style
Choose from a range of communication styles depending upon the situation
Learn to respond, rather than react
Open, leading and closed questions
The Funnel technique
Understanding values
Questioning techniques to understand values and build relationships
Exercise/Case Study
Overcoming resistance
What causes resistance
How to deal with resistance
A practical guide using six steps
Dealing with conflict
Handling difficult situations without emotions
Presenting your case with impact, taking the values of others into account
Exercise/Case Study
Poor Communication
Examples and why does this happen so frequently
The Ladder of Inference
Top down, Bottom up or 360 degree
Collaborative versus dictatorial
Selecting the best style and understanding what makes this the “best”
Exercise/Case Study
Putting it all Together
Feedback
Questioning & Listening
Asking powerful questions
Getting the key message across
Making effective requests
Promises – blessing or curse?
How to improve communication skills going forward
Exercise/Case Study
The Art & Skill of Persuasion
Understanding Persuasion
What makes a successful persuader?
The qualities of a successful persuader
Influencing and persuading, not manipulation
Defining persuasion and influence
Principles of effective influencing
Self- Belief, Confidence & Assertiveness
What do we mean by push and pull styles of persuasion
The psychology of persuasion – the basics
Example/Exercise
Preparing to persuade
Building Trust
“Mocking Bird” Theory
Non verbal communication
Building Trust and rapport
Finding out what others want or need - listening and questioning
Perception – how you perceive situations and how others may perceive you
Example/Exercise
Explore what others want
Setting clear objectives on the scope of selling you wish to embark on
Effective questioning techniques
Realise the values and motivations of others
Hone your listening skills and overcome barriers to active listening
The identification of individual ‘filters’ and how to overcome these
The power of positive thought – preparing for the persuasion discussion
Example/Exercise
Communication Style
Choose from a range of communication styles depending upon the situation
Learn to respond, rather than react
Open, leading and closed questions.
The Funnel questioning technique.
Understanding values and how to persuade around these
Questioning techniques to understand values and build relationships
Example/Exercise
Overcome resistance
Select one of the six levels of assertiveness, without compromising the values of others
Apply a practical 6-step Influence Model
Using FAB to match the needs gathered from customers
Dealing with conflict – handling difficult situations without emotions
Presenting your case with impact, taking the values of others into account
Example/Exercise
State your case persuasively
Presenting at the right stage.
Adopt strategies that work for you
State your case assertively and convincingly.
Knowing the audience
Gathering the content
The 10/80/10 rule for structuring the presentation
Delivering a presentation
Example/Exercise
Handling Objections
Identifying frequently encountered objections.
The pre-emption of objections.
Developing appropriate responses.
Example/Exercise
Negotiation Skills for Finance Professionals
Introductions
The Process of Negotiation
Objectives in negotiation
Communication Skills of the Effective Negotiator
Assessing information
Establishing the parameters
What is the “win-win” outcome
Case Study/Discussion Point
The “Interests”
Interests
The difference between positions and interests
Identifying and prioritising your interests
Common mistakes when handling interests
When is negotiation a good idea?
The elements of an effective negotiation
Case Study/Discussion Point
The “Options”
Generating and evaluating possible options
Identifying your ideal outcome
Common errors when generating options
Case Study/Discussion Point
Understanding Negotiation Outcomes
Evaluate the options
Where do you think it will end
Is there a “win” or would a compromise be better
Setting clear objectives
Being prepared to lose when it makes sense
Case Study/Discussion Point
The Negotiating Process
Making proposals and giving and receiving concessions
Breaking Deadlock
Agreeing a remedy
Understanding the negotiator’s role
Key stages of the process
Giving information
Reading signals
Making a plan.
Reviewing assumptions
Working through the meeting/discussion process
Probing in order to develop understanding
Reaching agreement
Case Study/Discussion Point
Challenges
Different types of people
Behavioural approaches & body language
Deadlocks, Standstills & Concessions
Tricks, Traps & Tactics
When & Where to Negotiate – Electronic Media are not ideal
Live Practice
Simultaions
Debrief
Presentation Skills for Finance Professionals
The Essentials - The Presenter - You
Carrying out the ‘essential checks’
Presenting the ‘right’ image
Using your words, tone and body language
Working with the qualities of your voice
Acknowledging and overcoming nerves
Using relaxation techniques
Using mannerisms and gestures to enhance impact
The qualities of a successful presenter
Example/Exercise
The Essentials – The Material – What Are You Going to Say
Performing a needs analysis
Writing the basic outline
Researching, writing and editing
Establishing a clear purpose
Using successful information gathering techniques
Choosing the best route through your material
Identifying the key points
Creating strong openings and closings
Knowing the pros and cons of different visual aids
Making it big, bold and brilliant
Example/Exercise
The Essentials – The Audience – Who Will You be Saying it To
Knowing your audience to develop presentations that appeal
Building rapport
Getting and keeping them on your side
Working with questions
Handling difficult people
Understanding group dynamics
Example/Exercise
Next Step – Delivery Methods
Basic methods
Advanced methods
Basic criteria to consider
Choose from a range of communication styles depending upon the situation
Listening and Hearing: They aren't the same thing
Asking questions
Communicating with power
Example/Exercise
Next Step – Communication Skills
What do we mean by Communication
Preparing mentally
Physical relaxation techniques
Appearing confident in front of the crowd
Non-Verbal Communication Skills
Body language
The signals you send to others
It's not WHAT you say, It's HOW you say it
Presenting your case with impact,
Example/Exercise
Perfecting your skills
Make them laugh a little
Ask them a question
Encouraging discussion
Dealing with questions
Creating Fantastic Flip Charts
Creating Compelling PowerPoint Presentations
WOW your Audience
Vibrant Videos and Amazing Audio
Example/Exercise
What is Mediation
Textbook definition
Mediation in practice
Good and bad mediation
A SWOT analysis
The goals of mediation
Reaching a compromise
WinWin – is this always possible
Plugging the gap between avoidance and formal action
Exercise/Case Study
Understanding Mediation
The principles of Mediation
What can it achieve.
When is it appropriate
Is there ever a time when mediation is inappropriate
Taking a strategic approach
Alternative dispute resolution practices
HR Policies: help or hindrance in conflict situations
Exercise/Case Study
Preparing for Mediation
Essential skills.
Critical discussions
Understanding why people behave the way they do in conflict
What are the issues
Is there a compromise
Least worst outcome
BATNA/WATNA
Setting the parameters
Exercise/Case Study
Mediation
Structuring the process
Creating a “safe” environment
Building rapport and trust
Maintaining impartiality
Assist with the win-win
Dealing with destructive conflict
Dealing with deadlock
Engaging resistant people in a constructive manner
Closing the mediation
Confirming the outcome
Selecting alternatives
Follow up and review mechanisms
Exercise/Case Study
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