Course Outline

What is Communication

  • Communication styles
  • Communication flow
  • Framing conversations
  • Non-verbal communication Definitions & principles
  • Written communication
  • Telephone skills

Exercise/Case Study

Understanding Communication

  • What makes a successful communicator
  • The qualities of a successful communicator
  • Defining persuasion and influence
  • Self- belief, confidence & assertiveness
  • Push and pull styles
  • Framing communication

Exercise/Case Study

Communication Style

  • Choose from a range of communication styles depending upon the situation
  • Learn to respond, rather than react
  • Open, leading and closed questions
  • The Funnel technique
  • Understanding values
  • Questioning techniques to understand values and build relationships

Exercise/Case Study

Overcoming resistance

  • What causes resistance
  • How to deal with resistance
  • A practical guide using six steps
  • Dealing with conflict
  • Handling difficult situations without emotions
  • Presenting your case with impact, taking the values of others into account

Exercise/Case Study

Poor Communication

  • Examples and why does this happen so frequently
  • The Ladder of Inference
  • Top down, Bottom up or 360 degree
  • Collaborative versus dictatorial
  • Selecting the best style and understanding what makes this the “best”

Exercise/Case Study

Putting it all Together

  • Feedback
  • Questioning & Listening
  • Asking powerful questions
  • Getting the key message across
  • Making effective requests
  • Promises – blessing or curse?
  • How to improve communication skills going forward

Exercise/Case Study

The Art & Skill of Persuasion

Understanding Persuasion

  • What makes a successful persuader?
  • The qualities of a successful persuader
  • Influencing and persuading, not manipulation
  • Defining persuasion and influence
  • Principles of effective influencing
  • Self- Belief, Confidence & Assertiveness
  • What do we mean by push and pull styles of persuasion
  • The psychology of persuasion – the basics

Example/Exercise

Preparing to persuade

  • Building Trust
  • “Mocking Bird” Theory
  • Non verbal communication
  • Building Trust and rapport
  • Finding out what others want or need - listening and questioning
  • Perception – how you perceive situations and how others may perceive you

Example/Exercise

Explore what others want

  • Setting clear objectives on the scope of selling you wish to embark on
  • Effective questioning techniques
  • Realise the values and motivations of others
  • Hone your listening skills and overcome barriers to active listening
  • The identification of individual ‘filters’ and how to overcome these
  • The power of positive thought – preparing for the persuasion discussion

Example/Exercise             

Communication Style

  • Choose from a range of communication styles depending upon the situation
  • Learn to respond, rather than react
  • Open, leading and closed questions.
  • The Funnel questioning technique.
  • Understanding values and how to persuade around these
  • Questioning techniques to understand values and build relationships

Example/Exercise             

Overcome resistance

  • Select one of the six levels of assertiveness, without compromising the values of others
  • Apply a practical 6-step Influence Model
  • Using FAB to match the needs gathered from customers
  • Dealing with conflict – handling difficult situations without emotions
  • Presenting your case with impact, taking the values of others into account

Example/Exercise             

State your case persuasively

  • Presenting at the right stage.
  • Adopt strategies that work for you
  • State your case assertively and convincingly.
  • Knowing the audience
  • Gathering the content
  • The 10/80/10 rule for structuring the presentation
  • Delivering a presentation

Example/Exercise    

Handling Objections

  • Identifying frequently encountered objections.
  • The pre-emption of objections.
  • Developing appropriate responses.

Example/Exercise

Negotiation Skills for Finance Professionals

Introductions

  • The Process of Negotiation
  • Objectives in negotiation
  • Communication Skills of the Effective Negotiator
  • Assessing information
  • Establishing the parameters
  • What is the “win-win” outcome

Case Study/Discussion Point

The “Interests”

  • Interests  
  • The difference between positions and interests
  • Identifying and prioritising your interests
  • Common mistakes when handling interests
  • When is negotiation a good idea?
  • The elements of an effective negotiation

Case Study/Discussion Point

The “Options”

  • Generating and evaluating possible options
  • Identifying your ideal outcome
  • Common errors when generating options

Case Study/Discussion Point

Understanding Negotiation Outcomes

  • Evaluate the options
  • Where do you think it will end
  • Is there a “win” or would a compromise be better
  • Setting clear objectives
  • Being prepared to lose when it makes sense

Case Study/Discussion Point

The Negotiating Process

  • Making proposals and giving and receiving concessions
  • Breaking Deadlock
  • Agreeing a remedy
  • Understanding the negotiator’s role
  • Key stages of the process
  • Giving information
  • Reading signals
  • Making a plan.
  • Reviewing assumptions
  • Working through the meeting/discussion process
  • Probing in order to develop understanding
  • Reaching agreement

Case Study/Discussion Point

Challenges

  • Different types of people
  • Behavioural approaches & body language
  • Deadlocks, Standstills & Concessions
  • Tricks, Traps & Tactics
  • When & Where to Negotiate – Electronic Media are not ideal

Live Practice

  • Simultaions 
  • Debrief

Presentation Skills for Finance Professionals

The Essentials - The Presenter - You

  • Carrying out the ‘essential checks’
  • Presenting the ‘right’ image
  • Using your words, tone and body language
  • Working with the qualities of your voice
  • Acknowledging and overcoming nerves
  • Using relaxation techniques
  • Using mannerisms and gestures to enhance impact
  • The qualities of a successful presenter

Example/Exercise

The Essentials – The Material – What Are You Going to Say

  • Performing a needs analysis
  • Writing the basic outline
  • Researching, writing and editing
  • Establishing a clear purpose
  • Using successful information gathering techniques
  • Choosing the best route through your material
  • Identifying the key points
  • Creating strong openings and closings
  • Knowing the pros and cons of different visual aids
  • Making it big, bold and brilliant

Example/Exercise

The Essentials – The Audience – Who Will You be Saying it To

  • Knowing your audience to develop presentations that appeal
  • Building rapport
  • Getting and keeping them on your side
  • Working with questions
  • Handling difficult people
  • Understanding group dynamics

Example/Exercise

Next Step – Delivery Methods

  • Basic methods
  • Advanced methods
  • Basic criteria to consider
  • Choose from a range of communication styles depending upon the situation
  • Listening and Hearing: They aren't the same thing
  • Asking questions
  • Communicating with power

Example/Exercise

Next Step – Communication Skills

  • What do we mean by Communication
  • Preparing mentally
  • Physical relaxation techniques
  • Appearing confident in front of the crowd
  • Non-Verbal Communication Skills
  • Body language
  • The signals you send to others
  • It's not WHAT you say, It's HOW you say it
  • Presenting your case with impact,

Example/Exercise

Perfecting your skills

  • Make them laugh a little
  • Ask them a question
  • Encouraging discussion
  • Dealing with questions
  • Creating Fantastic Flip Charts
  • Creating Compelling PowerPoint Presentations
  • WOW your Audience
  • Vibrant Videos and Amazing Audio

Example/Exercise

What is Mediation

  • Textbook definition
  • Mediation in practice
  • Good and bad mediation
  • A SWOT analysis
  • The goals of mediation
  • Reaching a compromise
  • WinWin – is this always possible
  • Plugging the gap between avoidance and formal action

Exercise/Case Study

Understanding Mediation

  • The principles of Mediation
  • What can it achieve.
  • When is it appropriate
  • Is there ever a time when mediation is inappropriate
  • Taking a strategic approach
  • Alternative dispute resolution practices
  • HR Policies: help or hindrance in conflict situations

Exercise/Case Study

Preparing for Mediation

  • Essential skills.
  • Critical discussions
  • Understanding why people behave the way they do in conflict
  • What are the issues
  • Is there a compromise
  • Least worst outcome
  • BATNA/WATNA
  • Setting the parameters

Exercise/Case Study

 Mediation

  • Structuring the process
  • Creating a “safe” environment
  • Building rapport and trust
  • Maintaining impartiality
  • Assist with the win-win
  • Dealing with destructive conflict
  • Dealing with deadlock
  • Engaging resistant people in a constructive manner
  • Closing the mediation
  • Confirming the outcome
  • Selecting alternatives
  • Follow up and review mechanisms

Exercise/Case Study

Requirements

No requirements
  35 Hours
 

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