Communications Toolkit Course

This highly interactive workshop provides the participant with the practical resources, tools and techniques necessary to increase confidence and effectiveness. Participants will discover a variety of questioning techniques, assess and learn listening skills, practice a negotiation model with their peers, and create a personal toolbox during a highly interactive facilitation experience. Case studies are tailored to the audience.

This course is designed for functional and project managers, team members, consultants and those filling a facilitation role.

Upon completion of this course, the participant will be able to:

> Use very specific questioning to move a customer from passive interest to action
> Recognize the difference between features, advantages and benefits
> Assess his or her own listening ability
> Improve listening through the use of skill development and a practical model
> Prepare for and ethically negotiate with clients and peers
> Utilize a six-step model to improve negotiating success
> Increase his or her effectiveness as a facilitator utilizing state of the art tools to prepare for, manage and close a meeting
> Deal effectively with troublesome groups and individuals effectively

Listening Skills--We’ll explore ways to enhance your ability to be an effective listener, to really hear the emotion that underlies the words. 
Listening Filters and Blocks
Specific Skills That Make You Better
A Listening Model

Questioning Techniques--Some advanced questioning techniques will take you well beyond open and closed ended and towards methods that will help you heighten the “pain” associated with client’s ongoing problems so that you can move them towards the “gain” of solving them.
Hidden vs. Obvious needs
Open Ended and Closed Ended Questions
Power Questions for Information, Impact and Value
Features, Advantages and Benefits

Negotiating Principles--Being an effective negotiator is necessary whether you are negotiating a price, contract, service agreement, gaining consensus on project objectives, or obtaining commitment from staff.  Using a model can help in any negotiating situation.
Win-win Negotiating
Using a Six Step Model
Critical Skills That Lead to Success
Understanding Interests and Positions

Facilitation Skills – Leading Effective Meetings--"Facilitators structure and guide discussions, drive conversations toward a clear set of deliverables, are objective, make it easier for groups to reach decisions" - Rick Freeman, Techrepublic
Preparing for the Facilitation
Stakeholder Analysis
Ground Rules
Charters
Agendas
Techniques to Manage the Process
Managing Participation
Problem Solving
Conflict
Handling Difficult Situations
Post Facilitation Guidelines
Evaluations
Closing
Facilitating Teleconferences
Special challenges
Before, During and After the Call