COMMUNICATION WITH CONFIDENCE - HOW TO INFLUENCE & WIN WITH PEOPLE

Apart from having the right attitude, effective people skills and an ability to get along well with staff, co-workers, customers and management are keys to a manager’s  success at work and in business.

An in-depth knowledge and understanding of yourself and the personalities of the people you work with will definitely make life easier and more meaningful for you, not to mention higher success in sales, improved teamwork and in getting promoted…resulting in more income & job satisfaction for you.

This course forms the foundation of understanding yourself and understanding others. It aims to explain the ‘mystery’ of human behaviour, enabling you to make sense of the often complex nature of everyday relationships.

General Managers, Customer Service Managers, Helpdesk Managers, Operations Managers, Quality Managers and all service-related managers and supervisors.

Selected Session Topics

• Introduction : Effective Communication
• Understanding Yourself
• Identifying The personalities
• Understanding Others
• Managing People & Getting Along
• Making it work for you
• Being a Solution Focused manager
• Being the leader others want to follow
• Case studies

The main objectives of this workshop are:

• To create awareness of one’s personality, one’s strengths & weaknesses;
• To provide an understanding of the four personality types and how to relate effectively with each type;
• To enhance communication & relational skills with team members, management and customers, thereby improving relationships;
• To provide an opportunity for participants to change their perspective from “this is how I am, understand me” to “this is how he/she is, understand him/her”, thus transforming relationships;
• To be solution focused when helping staff to carry out their tasks.

Angeline Yong. Angeline was the HP Country Manager, Education, before her involvement with Everest Innovation.

Good writing and communication skills are vital to any business! Therefore, this course is to develop communication skills in relevance to the business environment. The course is designed to enable participants to present their message both interestingly and accurately, whilst projecting the correct corporate image of the organisation.

This course is a core communication course designed for all staff; heads of departments; sales personnel; executives; administrators and secretaries.

Selected Session Topics

- Comprehensive of the communication process
   • How communication works
   • Barriers and breakdown to effective Communication

- Effective written communication, planning and
  organising; tone and style; editing and revising;
  formatting

- Strategies: conveying persuasive, favourable and
  unfavourable messages
   • Reducing negative effects of refusals
   • Avoiding early direct/negative approaches

- Comprehend and summarise contents of business
  documents and respond appropriately

- Report Writing
   • Purpose and types of reports
   • Characteristics and format of short reports

- Incorporate interpersonal and customer relation
  skills in business documents and respond
  appropriately to situations
   • Importance of customer relations
   • Responding to complaints and difficult situations

- Understand how we can always influence a relationship.

- Identify the behaviours associated with good working
  relationships.

- Appreciate the impact of relationships on personal
  performance, on colleagues and clients.

- Know when and how to use a range of skills.

- Clarify the reader’s needs and what you want them to know,
  do and feel.

PERSUADING AND INFLUENCING PEOPLE

Whether we are speaking one-to-one, to groups of people, or putting forward our views in a meeting, our ideas are only as valuable as our ability to persuade and influence others to take action. The skills you will learn on this exciting course will enable you to understand and act with greater precision and credibility when communicating with other people. This course will explore the effect your communication style and interpersonal skills have on your ability to persuade others. You will develop powerful techniques to put across your ideas in a dynamic winning way.

This course is designed for anyone who needs to influence people on a regular basis in order to perform effectively.

Selected Session Topics

- The meaning of persuasion:
   • What fails to persuade us?
   • The skills and qualities of an effective persuader
   • The importance of a ‘pull’ rather than ‘push’ style of
     persuasion

- Preparingto persuade:
   • Putting ourselves in other’s shoes
   • Building relationships, trust and credibility
   • Changing views and perceptions
   • The importance of non-verbal communication

- Exploring what others want:
   • Identifying values and beliefs
   • Listening to gain understanding and build trust

- Identifying styles:
   • Identifying your communication style and the style of others
   • Adapting your style to be more effective

- Handling resistance and conflict:
   • Understanding and practising assertiveness
   • Having a range of behaviour options
   • Negotiating win-win

- Stating your case persuasively:
   • Putting your views across in a meeting or one-to-one using
     a powerful strategy

- Know how to obtain co-operation through consent.

- Feel more confident in dealing with difficult people and
  situations.

- Manage interactions with others more effectively.

- Reduce resistance and potential conflict.

- Build rapport more easily and successfully.

- Understand others’ motivation strategies.

SPEAKING PROFESSIONALLY – UNLOCKING THE POWER OF YOUR VOICE

Most people are vocally better equipped than they know. Usually some unconscious habit gets in the way. Whilst the voice is one of our most effective means of communicating with others, many people are greatly unaware of the true potential of their vocal instrument and need to learn how to release the untapped resources of energy, sensitivity and activity within their vocal capacity. This course will explore new techniques which will assist each participant to discover how to use the voice freely, powerfully and with pleasure.

This course is aimed at anyone who is required to communicate verbally to an audience, or via audio or video media. It is also for anyone that wishes to unlock the power of their voice.

Selected Session Topics

- Using the full range of your voice:
   • Tone, inflection, emphasis, rate, pitch and emotion
   • Safeguard against a dull voice
   • How your voice can create images in the minds of your
     audience

- How to be clear and succinct:
   • Reduce stammering, rambling and unfocussed speech
      patterns
   • Understand and utilise key persuasive words to sell your
      ideas with ease
   • Learning to use silence and timing, and articulation practice
      for clarity

- Examining power rooted in confidence and the
   associated body language to display self-assurance:
   • Techniques to free, tune, and enlarge your voice

- Make the necessity for the language to be strongly felt
  by audiences:
   • Know what you want your audience to think and feel by
     identifying buying signals and other non-verbal cues

- Learn how to free and tune the voice effectively.

- Learn how to get the heart of your message and clearly deliver
  it.

- Develop practical vocal skills.

- Learn how to use key words to persuade your audience to listen
  and buy your ideas.

- Learn how to ensure that people retain the key points in your
  presentation.

- Bad habits, and what to do about them.

Sales people are taught how to negotiate a win-win solution, but purchasing staff appear rarely interested in this type of outcome, although they would benefit even more than the seller. This course is aimed at giving the purchaser the ‘edge’ in a negotiation whilst maintaining the win-win outcome to maintain after-sales relationships and repeat purchases at favourable rates. At the same time it shows how to counteract sales peoples’ ploys that aim to manipulate the buyer into making a hasty or inappropriate concession. Psychological aspects of the negotiation process are also examined, and role-play and exercises are included to demonstrate key points, and to help hone new skills.

Staff who is involved in purchasing products or services.

Selected Session Topics

- Why negotiation is important to profit:
   • The difference between concentrating on price only and
     negotiating a more profitable agreement
   • Analysing the ‘balance of power’ in a negotiation

- Exploiting the seller’s manager/salesperson
  relationship:
   • Getting early, easy concessions and lowering the seller’s
      expectations
   • How to judge the other person’s skill at negotiation
   • Building trust and openness to gain mutual Advantage

- Preparation:
   • Analysis of what the seller may want and what the buyer has
      to offer
   • Holding back demands as appropriate

- Trading:
   • The negotiation process itself
   • Sealing the deal: shaking hands on the agreement

- Behaviour during negotiation:
   • Being pleasant to gain an edge over the less experienced
      negotiator
   • Understanding sales peoples’ ploys and what to do about
      them
   • Some tactics for you to use when you feel the Need

- Preparation of outcome positions.

- Agreement to negotiate: Making sure the sales person has
  authority to negotiate.