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Suitable Situations
The course is a good fit when your employees are involved in challenging communication scenario, expecting the other side to change ideas and behaviors, while they can’t force the other side to do so…

Course Orientation
The course is designed to help both sides of the communication reach alignment, and have willingness to take actions with full commitment

Target Audience
The course is suitable for managers, sales, marketing, customer service, and any employee who need improve skills with communication without authority.

Course Duration
One day (7 hours)

Situations Where the Training is Applicable

Who has not encountered conflicts, misunderstandings and tensions in project cooperation, at meetings, in management-employee relations, in collaboration with customers/suppliers and in production and construction processes?

However, are you willing to solve problems through communication? Are you able to solve problems through communication?

There are many myths about communication. The following mentalities may prevent problems from being solved through communication.

● Unwilling to communicate:
  ■ “He who has greater power or authority has the final say. Disputes should go to higher management.”
  ■ “There is any need for communication? The process has already defined everybody’s responsibility.”
● Not believing in communication:
  ■ “It is no use or even does harm to communicate because we have different interests and positions.”
  ■ “Every communication ends up in a quarrel. What good does it do to destroy the harmony?”
● Not able to communicate:
  ■ Habitual “persuader”: “Your idea is definitely wrong. Listen to me…”
  ■ Speaking with proof: “Look, the book says that.” “Here are the data. What else are you going to say…”
  ■ Talking to oneself in a monologue: “I feel…”; “You have finished? Now let me say…”
● Not understanding communication:
  ■ Inconsiderate of self-esteem or relations: “Speak out your facts and reasons. Don’t be so emotional.”
  ■ Being either subservient or bossy: “It is no use talking. As you can see, he does not listen to me even when I say it.”

Failing or unwilling to talk about problems, not believing in communication, quarreling in every talk, or thinking communication means forcing the other side into obedience…Poor communication has resulted in unsolved problems, gradually worsening relations, low efficiency and inflexible procedures…

Communication and Influencing SkillsTM is designed to eliminate these misunderstandings and provide relevant communication skills in order to resolve conflicts and improve capabilities.

Benefits for Participants
Communication and Influencing SkillsTM can help the participants to improve competence of pro-active communication and problem solving in terms of willingness and ability.
Gain full understanding of the meaning and importance of communication and willingness to improve themselves regarding communication skills, willingness to solve problems via communication
Change the mentality of trying to persuade others unilaterally and be willing to reach consensus in communication with others
● Be able to make fluent use of enquiring skills to understand what the other side thinks and the reasons behind
● Improve the willingness to listen instead of listening skills only
● Learn effective influencing skills, be able to conduct sufficient and effective discussions with the others, and seek consensus on difficult communication issues
● Use lots of practices to understand their own influencing skills, identify areas for improvement and make significant progress
● Develop detailed and specific plans for further growth to ensure continuous improvement of influencing skills

Course Objectives
● Make the participants willing to solve problems through communication
● Gain full understanding of the meaning and importance of communication and willingness to improve themselves in communication
● Change the mentality of trying to persuade others unilaterally and make them willing to reach consensus in communication with others
● Learn effective influencing skills and be able to carry out sufficient and effective dialogues with others on difficult communication issues

Target Audience
● Managers who need coach employees and need improve interpersonal influence
● Staff who often need communicate and collaborate with internal and external customers
● Sales and marketing staff who need enhance skills of influencing customers
● Customer Service staff who often contact customers, answer inquiries, and handle complaints
● All people who look forward to improving skills of communication without authority

Course Outline
Course introduction and objectives
Introduce objectives and methods of the course to stimulate interest to learn; help the participants realize how communication methods impact communication
 ■ Introducing objectives and methods of the course
 ■ Communication is very helpful
 ■ Definition of influencing: Getting results while strengthening interpersonal relations
 ■ Learn to persuade not only by logic and facts but also by building your points on mutual benefits;
 ■ Influencing Skills Test: Understanding your belief about influencing methods and your actual influencing skills to find behavioral deficiencies that need improving
 ■ First exercise on influencing: Discovery of areas for improvement by participants

Wave-length skills and enquiring skills

Learn 2 groups of influencing skills (Wave-length skills and enquiring skills); help the participants learn how to build up and maintain smooth communication channel; obtain key information by asking questions; understand and confirm what the other side thinks by asking questions

Wavelength Skills—learning how to build up and maintain smooth communication channel

 ■ Make use of body language with consciousness;
 ■ Be careful with terminology
 ■ Admit your feelings with honesty
 ■ Observe the person’s thoughts with an open mind

Enquiring Skills—Mastering the skill to obtain key information, learning to understand and confirm the person’s views by asking questions

 ■ Combine open-ended questions with close-ended ones:
 ■ Reduce the threatening extent of questions asked, so as to get true and complete information
 ■ Ask one question at a time and gain buy-in through in-depth discussions;
 ■ Avoid the use of rhetorical questions

Understanding skills

Learn an influencing skill (understanding skill) and learn to proactively capture and respond to the feelings, needs and concerns of the other side

 ■ Learn the difference between listening and hearing; learn to listen;
 ■ Encourage the person to speak out their views by applying rephrasing skills, and helping the person believe that he/she has been understood by you;

Identify areas for improvement through exercises and enable the trainer to provide assistance for participants accordingly
First exercise: Focus on practicing the first 3 groups of skills
 ■ Wave-length skill
 ■ Enquiring skill
 ■ Understanding skill

Conflict-resolving skill and consensus-reaching skill
Learn influencing skills (conflict-resolving skill and consensus-reaching skill); learn how to deal with different opinions; help participants identify right times to advance their conclusions in appropriate ways

● Conflict-resolving skill
 ■ Understand that objections contribute to deepening understanding and mutual improvement
 ■ Learn to identify the roots of the objections/oppositions;
 ■ Learn the skill to raise objections constructively and avoid resistance from the other side due to your objections.

● Consensus-reaching skill
 ■ Learn to understand the fundamental needs of the other side by knowing his opinions
 ■ Learn to conduct benefit analysis for the person; help him/her learn how your solution will help achieve his/her fundamental needs;
 ■ Learn to discuss one reason in depth at a time; avoid causing the person to become defensive; lead the person with the pace he/she wants.

● Second practice: Focusing on the latter 2 groups of skills
 ■ Objection-handling skill
 ■ Consensus-reaching skill

Action Plans

Select appropriate influencing strategies for different situations
Develop improvement plans and ensure skills learned are applied
Develop action strategies

Course Extension
Helping managers improve communication ability is one of First Priority’s core competencies. Besides Communication and Influencing SkillsTM , one of the most classic courses in First Priority, we have a comprehensive training series in communication field consisting of various training programs targeting different problems revealed in communication. Moreover, we have the ability to adjust course contents based on customer needs, so as to handle such communication issues as communication strategy, awareness, conflict resolution, and so on. Please consult Training Consultant of our company regarding course contents and program outline.