Course Background:
Communication is the only way to transmit information, convey emotions and spread ideas between people, and communication is one of the basic skills necessary for business managersSelection, training, retention and use of enterprise talents;The transfer of information and problem solving between superiors and subordinates and between departments depend on the effectiveness of communication.
Enterprise managers are the core elements of enterprise competitiveness, and doing a good job in communication is undoubtedly the premise for the smooth progress of all work of the enterprise. The communication ability of managers in the work is a manifestation of their management ability, especially the psychological communication between people is extremely important, which determines the cohesion and centripetal force of a team and an enterprise, and determines the collaboration ability and level of an enterprise.
Most companies focus on the technical skills of their employees as an important factor for success at work. However, for a team to create better performance, each member must have excellent communication skills. Effective communication is a skill, which is the exertion of a person's own knowledge, expression and behavior. Communication in ordinary work is easy to do, but psychological communication between people is a complicated process.
Course Benefits:
Xi the intrinsic connection between NLP psychology and communication and the methods of person-to-person heart-to-heart communication.
Master the skills and assessment methods of PDP personality analysis and different communication styles.
Master the interaction skills to communicate effectively with people with different communication styles and behavior patterns, and master the tasks of upward mobility.
Communication skills in instructions, job reports, problem solving, etc.
Master the communication skills of downward assignment, coaching and inspiration, work guidance, etc.
Master communication skills in cross-departmental communication, customer communication, self-communication, etc.
Use communication leadership to improve team motivation, empowerment and team management capabilities.
Use emotional intelligence in communication to cultivate a sense of teamwork and enhance team cohesion.
Target Audience:Middle and senior managers, reserve cadres.
Mode of Delivery:50% of theoretical teaching + 20% of practical training + case analysis (10%) + tool application (10%) + practical Q&A (10%)
Number of course days:2 days, 6 hours a day.
Course Highlights:Authoritative, mature, comprehensive, systematic and practical.
Course Tools:"PDP Behavior Matrix", "NLP Rapid Identification Method", "Listening Process Model", "Three-dimensional Questioning Model", "Escape Expression Method", "Three Expressions of Expression". Three Methods", "Snakebone Diagram of Conflict Management", "Fishbone Diagram of Conflict Management", "SWOT Tool for Problem Analysis".
Course outline
Foreword: Psychology and Communication
1. The four psychological principles of communication
1.Hidden power principle.
2.The whole system.
3.The principle of positive and negative energy.
4.The principle of concern.
2. Four major tools of psychological communication
Tool 1: Change the degree.
Tool 2: Live in the moment.
Tool 3: Create a small environment.
Tool 4: Emotional independence.
Lecture 1: Definition and Principles of Communication
1. Definition of communication
1.The purpose and role of communication.
2.Principles of communication: understanding and respect.
3.There are two ways of communication: one-way and two-way communication.
2. Barriers to communication
1.The "funnel" effect of communication.
2.Difference in status.
3.Information overflows.
3. Implications for effective communication
1.Eight Lessons for Effective Communication.
2.The three elements of communication.
Fourth, the expression and effect of communication
1.Words account for 7%.
2.Intonation accounts for 38%, 3Body language accounts for 55%.
5. The principle of communication with superiors, equals and subordinates
1.Communicate with superiors.
2.Communicate with peers.
3.Communicate with subordinates.
6. Rules of Communication
1.Rules for effective communication.
2.Communication behaviors that hinder team development.
7. Communication and conflict management
1.Positive conflict vs. negative conflict.
2.Obligations to be followed by the parties to the conflict.
3.Three catch-rules to prevent negative conflict.
Two treasures (tools) to resolve negative conflicts
1) Snake bone diagram.
2) Fishbone diagram.
Case Study:What should I do if I have a job but no power, and other departments don't buy it?
Lecture 2: Personality Communication Skills (Identifying Interpersonal Communication Styles).
1. PDP personality analysis:
1.Dominating personality analysis.
2.Expressive personality analysis.
3.Patient personality analysis.
4.Precise personality analysis.
2. Communication style and improvement:
3. Communication skills that vary from person to person
4. Reverse Classroom: Deductive Exercise
1.Group walkthroughs.
2.The lecturer will comment and explain.
Class discussions: Communication style among friends?What are the characteristics of each?
**Research Xi:"Bright Sword" wants to grab the sensitive owl.
Lecture 3: Upward Communication Skills
1. Efficient reporting
1.Reporting troubles.
2.Clear reporting structure: Pyramid representation.
3.Xi: A work report.
4.How to debrief orally.
5.Six principles of work reporting.
6.Requests for instructions and reports are exchanged.
2. Accept tasks efficiently
1.Understand the real needs of your superiors – 5w2h tools.
2.Considerations for accepting tasks efficiently.
3. How to make suggestions efficiently
Lecture 4: Downward Communication Skills
1. The four feelings that subordinates crave - being valued, appreciated, understood, and supported
**Research Xi:"A face-to-face communication".
1.The essentials of one-on-one, face-to-face communication.
2. Become a loved person by your subordinates
1.Six traits that become loved by subordinates.
The wisdom of giving the task
1) Active listening.
Class discussionsHow to deal with a subordinate?
2) Listen with empathy.
3. Coaching leaders who are good at asking questions
1.Structured questioning skills.
Scenario Simulation:Leader, how to solve this problem?
Class discussionsDo you prefer to do multiple-choice questions or fill-in-the-blank questions?
Classroom Xi:Inspire subordinates to think and make a commitment to action.
Fourth, the skills of praising and criticizing subordinates
**Research Xi:Please, praise me.
Class discussionsHow to make praise more effective and criticism more acceptable?
Classroom Xi:Use STAR to praise subordinates and STAR AR to criticize subordinates.
Lecture 5: Cross-departmental communication skills
1.Three difficulties in cross-departmental communication.
2.Three major countermeasures for cross-departmental communication.
3.Five tips to win the favor of your colleagues.
4.Two principles of interdepartmental coexistence.
5.5 Steps to Cross-Departmental Communication.
Classroom Walkthrough:Deductive drill - group drill - lecturer comments and explanations.
Case Discussion: What should I do if I have a job or no authority, and other departments don't buy my account?
Lecture 6: Customer Management Communication
1. NLP rapid identification method
2. Three key moments to establish customer relationships
3. Six best rules to gain customer favor
Fourth, the three links of communication with customers
1.Understanding customers is the premise of communication.
2.Reach out to customers.
3.Retain customers.
5. Five precautions for communicating with customers