Duration: 2 Days
Course Overview
This two day course will look at the issues that arise when we try to communicate with others. There are particular issues for IT environments, where common words can have different meanings across different departments. Dealing with non-IT departments can mean that they do not understand our jargon or assumptions and we do not understand theirs. Building clear communications can improve those relationships and enhance the reputation of IT departments.
How can I attend my course?
COURSE OBJECTIVES
• Communicate effectively using clear, unambiguous language
• Learn listening skills to improve communications
• Dealing with jargon
• Handling tacit knowledge and hidden assumptions
• Deal with contentious conversations for a positive outcome.
Course Content
Information
This course will take the form of a mixed tutorial with workshop activities, where we will explore how you communicate currently and what your options are. Effective communication is about more than the words you use, so we will look at the filters we all use when communicating, at non-verbal signals and at cultural issues. Working in an IT environment can sometimes mean communications with other area of the organisation may break down because of the specialist knowledge of each department – this can lead to jargon and tacit knowledge that causes barriers; we will look at ways of dealing with these difficulties.
Topics Covered
• Understanding the differing styles in which people communicate
• Identifying your communication style and understanding how it works with the style of others’
• The vocabulary that people use and how to select clear language for improved understanding
• How to understand the process of communication
• Being clear about what you want to achieve before you start communicating
• Employing active listening for improved results
– Clarifying your communication with questions
– Conversing with integrity and respect
– Building empathy
– Knowing when you have the full message
– Feeding back what you think you understand
• Using body language in communications
– Ensuring your body language matches your verbal message
– Understanding the body language of others including speech patterns, facial expressions, gestures and eye contact, and considering cultural differences
– How posture and eye contact tells a story
• Communication without being defensive
• Understand the filters that you apply to communications to understand how that affects yourself and others
• Dealing with tacit knowledge and hidden assumptions
• Dealing calmly and effectively with difficult situations both that make you angry and may provoke anger in others
• Expressing difficult emotions in a constructive manner
• Using silence as an effective means of communication