Effective

Communication Skills
Tools and techniques for effective
communication skills in the
workplace
18-19 January 2017

“Being a great communicator”: Tools and techniques for effective communication skills in the workplace is a two-
day workshop specifically tailored to assist Executives, Managers and Supervisors and all professionals to master the
skills needed to improve their communication skills in the workplace, by developing an engaging and responsive
communication style, based on behavioral personality and leadership styles, patterns and NLP rules.
The workshop method is “Learn-by-doing”, using Experiential Learning Techniques. Each participant works on
practical examples, exercises and case studies and applies all the theory taught in Role Plays.
This competency-based workshop will help participants:
► Master the keys to excellent communication: observe, listen, prepare, plan, communicate, confirm and follow up
► Understand and analyze their own Top Communicator's Profile using self-assessment tools
► Build rapport and gain the trust of their colleagues, clients and leads
► Apply adaptable and situational leadership skills based on all the communication related competencies
► Increase their awareness of communication behaviors and use personality types theory and tools for better
results
► Build their confidence and ability in managing workplace communications and improve their Active Listening skills
► Learn how to use direct and indirect messages accurately
► Improve their verbal & non-verbal communication skills and body language
► Build their self-esteem as they discover self-awareness through the Johari Window and Emotional Intelligence
tools
► Avoid mistakes and conflicts that may result from misinterpreting others or ineffective listening
Benefits
► Comprehensive course materials provided
► Workshop training 'Learn by doing' using Experiential Learning Techniques
Agenda
Day 1
Communication 101: a Framework to master the keys to excellent communication
► Learn how to observe
► Listen actively
► Prepare and analyze the situation
► Plan communication strategy and tactics
► Communicate with confidence
► Apply two ways communication to confirm
► Follow up if needed
Understanding communication and body language at workplace
► Understanding two-way communication dynamics
► Body Language
► Interpreting Gestures
► Using our body to communicate
► Body Language Mistakes
► Speaking Like a STAR
► Nonverbal Communication Skills
Understanding communication barriers
► An Overview of Common Barriers
► Language Barriers
► Cultural Barriers
Advanced communication skills for leaders: communication styles
► Know and adjust your communication style
► Social styles grid: Understanding and managing different personality types at work. Using
behavioral models and tools with Personality Types Model (Self-Assessment Tool and Case
Studies)

Being a great communicator 2

Day 2
Advanced communication skills for leaders: active listening skills
► Active Listening Skills (Self-Assessment Tool and Practice)
► Applying active listening skills in order to communicate with credibility
► Using active listening skills in practice to build and improve your image

Advanced communication skills for leaders: asking the right questions

► Asking the right Questions, the key to open communication
► Using feedback and questioning skills to better understand others
► Types of Questions
Investigating emotions and emotional intelligence
► Social intelligence and multiple intelligences
► Assessing your multiple intelligences (Self-Assessment)
► Domains of emotional intelligence
► Self-awareness, self-esteem
► Improving work relationships through emotional intelligence
Building respect and creating a relationship centered culture in your organization
► Creating a Relationship centered Culture
► Understanding the various types of workplace conflicts
► Applying the Five Conflict Management Styles (Thomas, K.W. and R.H. Kilmann) to promote
synergy culture (Self-Assessment Tool)
► Select and apply a conflict-resolution style

Being a great communicator 3

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About EY
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world over. We develop outstanding leaders who team to deliver
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more, of the member firms of Ernst & Young Global Limited,
each of which is a separate legal entity. Ernst & Young Global
Limited, a UK company limited by guarantee, does not provide
services to clients. For more information about our
organization, please visit ey.com.

The MENA practice of EY has been operating in the region since

1923. For over 90 years, we have grown to over 6,000 people
united across 20 offices and 15 countries, sharing the same
values and an unwavering commitment to quality. As an
organization, we continue to develop outstanding leaders who
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the years, reaffirming our position as the largest and most
established professional services organization in the region.

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refer to your advisors for specific advice.

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