Communications Toolkit Courses and other IT courses from TEKsystems Education Services

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Course Code:	MQ 309
Course Abstract:	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.
Audience:	This course is designed for functional and project managers, team members, consultants and those filling a facilitation role.
Duration:	2 days
Learning Outcomes:	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
Course Topics:	Facilitation Skills – Leading Effective Meetings 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
Prerequisites:	None

Communications Toolkit Course

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