IATA Certified Courses
EFFECTIVE COMMUNICATION SKILLS
This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of the participants to the test and lay the ground for many of the concepts throughout the program. From active listening to properly utilizing the power of questions and using language that engages others. Participants will learn a communication model that will enable them to communicate more clearly, confidently, and effectively, build better rapport and improve their overall communication with others.
Outline of topics
1.Module 1 : How well do you communicate?
•How well do you communicate dominoes exercise.
•What makes a great communicator?
•Introduction to the four basic principles of communication.
2.Module 2: Use Engaging Language.
•Focus on Behavior, not personality.
•Using “I” Messages and owning your language.
3.Module 3: Use the power of questions
•Controlling a conversation.
•Importance of questions.- Activity
•Different types of questions
•The questioning funnel.
4. Module 4: Use active listening
•Evaluate your listening skills – self assessment.
•Listening & Empathy.
•Active listening tools. -Encouragement – Echoing – Probing – Paraphrasing – Reflective paraphrasing – Relating
•How to listen better?
5. Module 5: Rapport & Understanding non-verbal communication
•Importance of rapport.
•Matching non-verbal communication
•Discover some truths and myths about body language.
•Demonstrate body language that engages others.
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