Quality Dynamics Consultancy Sdn Bhd presents
Effective Communication Skills
(by Mr. Brien Lee Meng Siong )
objectives
By the end of this course participants will…1. Understand the communication process, causes of poor communication and
how to avoid them.
2. Develop an ability to appreciate the different perspectives of people they
work with.
3. Understand the different profiles of people (DISC) and how to use this to connect
with them.
4. Understand Emotional Intelligence and use this for engaging others.
5. Appreciate non-verbal communication and how to use this for influencing others.
6. Developing specific communication techniques for influence and
persuasion.
program content
DAY 1An Overview of Effective Communication
• Effective and ineffective communication
• The Communication Model
• How Communication supports or breaks businesses
• The art and science of communication
• Typical causes of poor communication
• The power of Language, and what you can do
Multiple Perspectives
• Everybody has a perspective!
• Who’s right, who’s wrong and who cares?
• How to see other people’s perspectives
• What is your perspective? What is your company’s perspective?
• It’s not about you (unless you make it so)
• The structure of beliefs – how to change beliefs
• The silent power of Values
• Using the perspective of time
Using The DISC Personality Profile For Communication
• The concept of personality profiling
• How personality profiling helps in communicating with people
• The DISC personality profile
• Understanding your own profile
• Profiling others quickly
• Communicating with each profile
• Communicating with mixed profiles
• The need for flexibility in working with different personality profiles
Emotion Management For Effective Communication
• Emotional Intelligence (EQ) and Communication
• How to apply the understanding of EQ to emotion management
• Effective techniques for managing emotions
• How EQ affects your communication effectiveness
• How to work with the emotions of people you communicate with
DAY 2
Understanding Body Language
• Verbal vs. non-verbal communication
• How the body talks
• The basic principles of body language
• How to use body language to send the right messages
Effective Communication Techniques
• Review of the Communication Model
• Clarifying the message – What is your message to the customer?
• How emotion effects your message
• The power of Words – Choose your words carefully
• Functions of common words
• The use of stories and metaphors in helping people understand you
• Connecting emotions to ideas and call to action
• Communicating at different levels – hierarchy of ideas
• Cialdini’s six principles of Influence
• Differences between one-to-one and one-to-many communication
• The voice speaks louder than words – using your voice effectively
• From Communicating to Leading – As you communicate, so do you lead
• Tips for face-to-face communication
• Tips for over the phone communication
• Tips for e-mail and online communication
methodology
The approach is highly participative and is geared towards your own situation so that you derive maximum benefit. This program utilizes various learning methods such VAK approach, 4Mat method, Videos, minimal lecture, extensive discussions, case studies and role plays to ensure effective long term learning among participants.who must attend
This program is especially suited for executives, supervisors and newly promoted managers. It is also very useful for professionals who need to communicate more effectively with both internal and external customers on a daily basis.investment fee / early bird by 08/09/2016
Standard: RM 1,495.00 nett / RM1,395.00 nett per participant
Group discount: RM1,395.00 nett / RM 1,295.00 nett per participant for a minimum of 2 participants from the same company
(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts, & Certificate of Completion) |
registration & payment
PROGRAMS ARE CLAIMABLE UNDER SBL SCHEME
Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.
All registration MUST be accompanied with PAYMENT.
Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:
QUALITY DYNAMICS CONSULTANCY SDN BHD
No. 343, Block A, Kelana Centre Point, No.3 Jalan SS7/19,
Kelana Jaya, 47301 Petaling Jaya,
Selangor, Malaysia.
Tel : 03-78054587 / 03-78044196
Fax: 03-78054514
E-mail:
training@qdc.com.my
(
Wani/ Thang )
PSMB Reg: 620717-P
(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)
COURSE FACILITATOR - MR. BRIEN LEE MENG SIONG
He is fluent in both English and Bahasa Malaysia