Communication and Relationship Building

Training Objectives

• Identify Personality Type & communication preferences
• Learn to recognize other people’s Personality Types & communication preferences
• Adjusting one’s own communication approach based on need and situations
• Identify barriers to effective communication and how to overcome them
• Use appreciative inquiry as a communication tool
• Learn to establish common ground with others
• Describe effective team members’ behaviors and communication color
• Use “I” messages
• Learn to adeptly converse and network with others
• Understand the benefits of developing relationships and collaboration and why it’s essential to organization culture
• Steps needed in building trust and relationship with others
• Understand source of conflicts and the needed techniques to overcome personal and interdepartmental conflicts
• Implement tools to encourage collaborative thinking
• Understand and implement range of appropriate influencing styles
• Understand the 4 types of relationship management and their application
• Understand the importance of building relationship in the workplace and with customers
• Understand the 4 quadrants of building trust and their work application

Module Outlines

Module 1: Intro to Effective Communication

• Pre-Assessment: Your Communication Skills
• Exercise: Communication – A Two-Way Process
• Hindering Clear Communication
• Communication Skills and System Thinking in EI Context
• Identify Personality Type & communication preferences
• Adjusting one’s own communication approach based on need and situations
• Identify barriers to effective communication and how to overcome them

Module 2: How You Say it

• Demonstrate nonverbal behavior that supports the verbal message.
• Demonstrate appropriate interpersonal skills for various contexts.
• Display self-awareness as a communicator
• Recognize when another does not understand the message.
• Identify and manage misunderstandings
• Recognize when it is appropriate to speak

Module 3: Communication as Means of influencing

• John Davies-Star Performing Module
• Use “I” messages
• Learn to adeptly converse and network with others
• State ideas clearly.
• Gain insight into asking open questions
• Use appreciative inquiry as a communication tool

Module 4: Corporate Communication

• Accomplish the organizational communication goals.
• Communication pillars and its effect on achieving business objectives
• Recognize the needs and concerns of the business diversities and mindsets.
• Recognize and explain the consequences of ethnocentrism, stereotypes, prejudice and bias.
• How to present a business case
• How to create interest for the subject
• How to understand and interpret decisions and directions

Module 5: Influencing and Color Communication

• What makes an influential communicator?
• Exercise: What Is Communication
• What Hinders Clear Communication?
• Identify Personality Type & communication preferences using color coding
• Introducing the 4 different types of color communication
• Characteristics of each color
• Dealing with the 4 types
• Knowing your dominant color
• Identify barriers to effective communication and how to overcome them
• Adjusting one’s own communication & influencing approach based on need and situations
• Major strategies in influencing and inspiring others

Module 6: Communication as Means to Enhance Work Culture

• The importance of communicating freely, safely and openly within the business
• The importance of creating a communication skills platform
• Barriers of communication internally and externally and their effect on the business
• Miscommunications and its direct effect on performance and ROI

Module 7: Using Feedback as Communication Tool

• Johari’s Window – A Source Of Feedback
• The SSBIR of giving feedback Module (EI Module Base)
• Feedback as Tool of explanation (EI Module)
• Assumption Ladder and the Mental Model (EI Module)
• How to communicate with managers and colleagues
• Post-Test: Communication And Listening Skills
• Action Plan

Module 8: Building the Trust System

• The Credible and Reliable Advisor; roles and function
• Shaping the Trust quadrants

Module 9: Relationship Redefined

• The world of relationships
• The practical Context of Business Relationship Management
• The Balanced Relationship between peers, managers and departments
• Building Mutual Respect

Module 10: Relations Levels & Types

• The 4 types of relationships and their advantages and disadvantages
• The connecting Network
• Managing Expectations

Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life

Specific Methodology

To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Communication & Relationship Building as explained in the below stages:

During the training

The course design is based on interactive facilitation, training energizers, training videos, extensive role-plays, group discussions, group brainstorming sessions.

This course is designed for the full involvement of every participant through the use of:

• Skills practice sessions
• Group discussions
• Participant presentations
• Personal reflection

Activities Brief

The Frame: (what is communication?)

This is an experiential game allowing the participants to interact together and in groups in order to achieve a full understanding of communication skills. Once achieving this game participants will be able to understand what is individual communication, interdepartmental communication and most importantly how communication is interpreted. The duration of this game is 45 Minutes and will be introduced in module # 1.

Sinking Ship: (what is communication?)

The sinking ship is highly interactive game that allows the group to experience value-based communication. Once completing this activity delegates will be able to know that successful communication needs objectivity. Duration 30 min. Introduced in Module #4.

Nuclear War: who should survive?

This activity will help delegates to understand the importance of influencing as means of effective communication. Very interactive game. Duration 40 minutes. Introduced in Module # 2

My Fear

To help participants raise their fears or concerns around issues without feeling pressurized or negative. Duration 20 minutes. Introduced in module # 5

Role-plays:

The delegates will be introduced to a series of simulations and role plays all related to communication. The role plays will take place at the last hour of every day and will be use to validate learning outcomes. Total time for role plays is 1 hour.

Assessments:

On top of the initial assessment and the summative assessment, the delegates will be able to examine the following self-assessments:

• Social GRID communication style questionnaire
• Responsive behavior questionnaire

Mission Improbable

To encourage co-operation the brief states that it is the two teams combined score that counts. But will each team embrace the fact that they are not competing with each other? (Frequently, they don’t and yet it is clear that supportive communication between the two camps is essential in order to gain the maximum score possible!).

In this updated version of this very popular activity there are extra materials making it possible to have a second pair of teams running in parallel to the first so four teams in all. One pair communicates using the intercoms and the other pair, as a comparison, uses written notes and face-to-face meetings

Learning Objectives

• Seeing what interactions make an effective team
• Seeing the dangers in making assumptions
• Seeing the benefits of supporting other teams, and developing trust
• Seeing the need to share information freely when appropriate
• Seeing the need for a disciplined approach to communications

Chines Towers:

This training activity is used to highlight the importance of each part of the customer interaction, an effective teamwork activity that reminds teams to focus on what the customer wants rather than relying on what they think the customer wants.

Learning Objectives

• How to work in a highly effective team
• To be clear on what the customer wants
• The importance of meeting the customers’ needs
• To avoid making assumptions
• The importance of clear objectives