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Effective Communication & Relationship Management

In today’s increasingly interconnected business environment, it is vital that employees be able to interact and work effectively with others in the workplace, with customers/clients and in particular, with their team / direct reports. Communication and Relationship Management (CRM) are essential skills in the workplace that enhance the effectiveness of an individual in an organisation. This programme will enhance the communication and influencing ability of the participant through understanding human behaviour and enable individuals at the various occupational levels to build rapport and relationships among colleagues, stakeholders and customers. It will impart skills on workplace communications, negotiation, conflict resolution and facilitating effective teamwork.

Objective

On completing this program, participants will:

• Gain a comprehensive understanding of behavior types and their influence on interpersonal and team communication.
• Learn how to appreciate the differences in a team and leverage off these differences to work better as a team
• Understand the Do’s and Don’ts of effective team communication
• Acquire effective communication skills
• Build rapport and relationships among colleagues, stakeholders and customers
• Manage relationships with both internal and external customers

Outline

Understanding Teams

• Understanding diversity of team personalities using the DISC profile tool.
• The impact of personalities in team effectiveness and cohesiveness.
• Avoiding conflicts by understanding personality differences.
• What makes us different?
• The advantages of diversity in a team environment.

Effective Team Communication

• Promote effective communication in the workplace.
• Facilitate effective communication at the workplace by encoding messages clearly.
• Influence and persuade intentions effectively at the workplace.
• Facilitate effective teamwork.
• Delegate work and support work teams.
• Develop and implement conflict resolution strategies.
• Assess conflict situation and develop conflict resolution strategies.
• Resolve conflict in the workplace.

Who should attend

For anyone who wants to learn to communicate and connect better with internal and external stakeholders.

Methodology

Highly participative and interactive consisting of discussions, action-learning games, case studies, practical work, critique sessions as well as team assignments

Testimonials

Profile of Caroline Josephine Dawson

Caroline Josephine Dawson has more than 20 years of invaluable experience as an Editor of lifestyle and technical publications and 17 years teaching business management, environmental and soft-skills communication.

As a former journalist, Caroline’s professional work experience as a Corporate Trainer/Facilitator, Keynote Speaker and Learning & Development Consultant; has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication and management skills in the work force. As an ACTA certified WSQ trainer, She has also worked with the Workforce Development Agency of Singapore to develop training content for the Employability Skills System where she successfully attained industry approved competencies in conducting, planning and designing competency based assessments for communication workshops.

Her many opportunities in working with the public and private sectors around the world has enhanced her training experience. Participants of her training workshops attest to her motivational, instructional and highly experiential training methodology that have helped them in their workplace business management. Caroline has trained operational, supervisory and managerial staff from various organisations.

She holds a Master of Arts in Mass Communication from NTU (Singapore) and has attained the Diploma in Teaching English to Speakers of Other Languages (TESOL) certification through the London Teacher Training College and also teaches English as a foreign language. Caroline is also an MBTI®, DISC Accredited Administrator, Enneagram and Lumina Spark/Emotion practitioner and she has administered the tools to top level managers and supervisors on managing their leadership styles and team members. Caroline is now pursuing her Doctorate in Business Administration from the University of Teesside (UK).