Building a Foundation

• Adopting simple, concise and direct language
• Recognising perceptual filters that hinder communication
• Identifying basic communication principles
• Applying a communication process model

Setting Clear Goals for Your Communication

Determining outcomes and results

• Soliciting feedback
• Matching intentions and results

Initiating communications

• Figuring out what to say and the best way to say it
• Paying attention to verbal and nonverbal cues

Avoiding Communication Breakdowns

Creating value in your conversations

• Strengthening your relationships
• Distinguishing value from waste

Taking personal responsibility

• Recognising your role in creating successful communications
• Identifying internal and external factors that impact your communications
• Establishing message feedback
• Communicating nondefensively

Translating across Communication Styles

Identifying the four communication styles

• Recognising your style and the style of others
• Strengths and blindspots of each style

Bridging communication styles

• Adapting your own approach to close communication gaps
• Being flexible without compromising your identity

Listening for Improved Understanding

Tools for active listening

• Asking clarifying questions
• Confirming the message
• Demonstrating respect, empathy and sensitivity
• Listening for the entire message

Interpreting nonverbal cues

• Intonation
• Rate of speech
• Volume
• Gestures
• Facial expressions
• Posture
• Use of space
• Dress
• Eye contact

Achieving Genuine Communication

Creating openness

• Determining when to speak up and when not to
• Identifying appropriate degrees of disclosure
• Establishing value and trust

Working with a three-dimensional model of behaviour

• Identifying how you interact with others and how to make improvements
• Calibrating the variance between what you want and what you express

Matching your body language to your message

• Enhancing your message to gain your intended results
• Creating believable and credible messages
• Ensuring that your attitude supports rather than hinders communication
• Speaking through silence

Cross-Cultural Communication

Navigating beyond cultural boundaries

• Developing greater sensitivity to cultural differences
• Avoiding potential cross-cultural pitfalls

Working with filters and assumptions

• Raising your awareness to avoid misunderstandings
• Uncovering hidden assumptions
• Recognising filters in yourself and others

Working Constructively with Emotions

Dealing with anger

• Overcoming personal challenges
• Expressing your anger constructively
• Minimising defensive reactions in others

Managing emotionally-charged situations

• Defusing an emotional situation while maintaining your composure
• Taking responsibility for your emotions