Communicating effectively and managing conflicts

Communication is an essential part of our working life. Through communication, people share information and create meaning. Effective communication is also inherent to good work relationships and becomes a pre-requisite for day to day activities such as leading, planning and organizing and providing feedback for instance. At times poor or ineffective communication can create conflict. The solution is to replace poor communication practices which exacerbate conflict by more effective ones which can mitigate it.

Target Audience: Supervisors and up to middle managers

Trainer: Claire Gabriel

Contact hours: 6

Date: 20 September 2022

Course content

• Undertake a personality tests and uncover the role of personality in influencing how we communicate (example extroverts vs., introverts, I vs, E types)
• Experience the role and benefits of effective communication in our day to day roles within the organisation (types of organizational communications and benefits of effective communication such as improved productivity, morale etc.)
• Explain the communication process (encoding/decoding/noise/feedback) and effective communication techniques (active listening, effective feedback, tone, body language)
• Improve how we communicate with others (verbal and non-verbal) through examples and practice (role play, good vs. poor communication case studies, what hinders effective communication).
• Communicate effectively to recognise and manage conflict
• Deal with emotional responses in a positive and constructive way to mitigate conflict
• Undertake courageous conversations
• Prevent escalation through engaging effectively with a range of stakeholders

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