After support staff members understand their
roles and responsibilities, they need advanced communications skills to allow them to
interact more successfully. Support staff employees must mesh their communication style
with the styles of their managers to successfully carry out assignments and meet
deadlines. They must also communicate successfully with peers over whom they have no
authority in order to build an effective support network.
In Communicating For Success, participants
will develop skills and practice techniques designed to help them:
- Understand the characteristics of effective and ineffective
communicators
- Identify their own communication styles and the styles of others
- Demonstrate versatility and flexibility in their own communication
styles in order to communicate more successfully with those who have different styles
- Utilize assertiveness skills such as fogging, broken record, and
simple assertion in order to meet their needs when performing their jobs without acting
overbearing or demanding
- Understand and apply a simple model which illustrates the importance
of appropriate self-disclosure and feedback
- Identify common barriers to successful listening such as avoiding,
sending solutions and judging the speaker
- Utilize attending, encouraging and paraphrasing skills to overcome
the common barriers to successful listening
- Apply the above skills and techniques to their roles as support staff
employees
Communicating For Success is delivered in
one day with up to 20 participants. In addition to instructor commentary, this
highly-interactive program utilizes action learning techniques such as group discussions,
case studies and experiential exercises to convey learning points. Action planning and
business applications are spread throughout the course to ensure that participants will
apply their new skills.
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