Workplace Communication Skills

Day-to-day communication with your manager, peers, staff and clients needs to be clear and professional.

The purpose of the workshop is to help staff feel more confident in their ability to give and receive constructive feedback in their daily dealings with their manager, colleagues and/or clients. It also enables staff to communicate in a more professional and assertive manner.

Learning Objectives

It will enable participants to:

• Seek and act on workplace feedback
• Provide informal feedback in the workplace
• Provide formal feedback in the workplace

Content

Session 1: Understanding the Performance Management Process

• Introduction to workshop
• discussing performance issues
• performance management cycle
• stages in performance management
• Video: Discussing Performance

Session 2: Meeting Service Level Agreements & Service Charters

• professional service in the workplace
• assessing your team current level of service
• working with different clients
• giving & receiving honest feedback
• activity: skills practice
• broad forms of feedback

Session 3: Dealing with Difficult Situations

• Assessing your approach to conflict
• types, levels and dimensions of conflict
• how people resolve difficult situations
• hearing their side (under pressure)
• saying our side (using appropriate assertiveness)
• assertion, aggression and submission

Session 4: Managing Up

• influencing with logic and personal relationships
• integrity and honesty
• learning to “do charisma” (avoiding telltale behaviours)
• communicating with your manager
• action planning

Target Audience

Managers, team leaders & staff members

Duration

One day (and half day) versions

Maximum Participants

16