Communication Skills

Communication is at the heart of the organisation; it is the key to organisational success

... it exists in everything we say and do - and also in the things we say and don�t do. It is the essence of the organisation - it is all pervasive. As such, communication skills are a core competence at all levels and within all areas of an organisation.

Pearlcatchers can help by completing a training needs analysis and designing bespoke development programmes on a wide range of topics related to communication, such as:

Internal Communications

Internal communication is increasingly becoming a key issue for all levels of management as employee commitment is recognised as making the difference between success and failure. To maximise the benefits of internal communications, we can help you to design an integrated communications strategy that demonstrably adds value and links closely to corporate goals.

• Introducing the Communication Chain - a fifteen step framework.
• Understanding culture and the implications for communication.
• Linking internal communication to business strategy.
• Defining audiences, targets and messages.
• Evaluation of over 40 communication techniques and their uses.
• Identifying and implementing support mechanisms.
• Integration and orchestration of the communication strategy.
• Identifying and minimising barriers to communication.
• Measuring success, review and redesign.
• Communication in successful change initiatives.

Communicating in the Modern World

New technology, globalisation and flatter structures have changed the face of communication as we know it. The personal touch is often lost through over-use of e-mails and text messages - not to mention the impact of e-mail overload on both systems and workloads. Pearlcatchers can help change the communication culture in your organisation by educating your employees both on how to apply new communication techniques and embedding the concepts of good communication, whatever the method:

• Linking communication to your corporate vision and values.
• The basic art of communication - defining the target, objective, message and tools.
• Evaluation of different forms of communication for different circumstances.
• The explosion of new technology, e-mails and the intranet.
• Techniques for maximising the benefits of new technology and minimising the risks.
• Remote working, multi-site teams, communicating across time zones and cultures.
• Communicating upwards; encouraging feedback and open debate.
• Building, nurturing and utilising a strong network of contacts.
• Building a positive communication culture in your organisation.

How we communicate and develop working relationships with colleagues is a critical aspect of our ability to operate effectively in organisations. Whether dealing with people in a team, across functions or externally with customers and suppliers, the ability to express yourself in differing forms of communication is a key requirement.

The Manager as a Communicator

• The role of the manager as a communicator.
• Upwards, downwards and sideways communication.
• Presentation and meeting skills.
• Communicating change.
• Handling one to ones and interviews.
• Running appraisals and disciplinary meetings.

Presentation Skills

• How to prepare and structure a presentation.
• Presenting yourself and your ideas with confidence.
• Harnessing and controlling nervous energy.
• Tips on using visual aids and new technology.
• Voice and body workout - projection, body language etc.
• Handling questions, interruptions and hecklers. Influencing through presentations.
• Understanding your audience and their objectives.

Verbal and Non-verbal Communication

• The importance of communication in dealing with colleagues, customers etc.
• Questioning skills - open, closed, leading, funnelling etc.
• Active listening, reflecting and summarising.
• Body language, tone and silence.
• Neuro-linguistic programming - not what you say, but how you say it.
• Establishing rapport.
• Tips for handling one to ones, meetings and phone conversations.
• Meeting and talking to customers.

Written Communication

• Uses, tips and pitfalls for different forms of written communication.
• Differentiating letters, e-mails and memos.
• Adjusting your style for e-mails.
• Writing reports and minutes - formats and templates.
• Choice of words, punctuation, format, grammar.
• Customer communications.