Advanced Certificate in Communication Skills

About the Course

In today’s world of 24/7 communications, with contacts increasingly driven by technology, effective communications, especially in business, have never been more vital or more complex. But what does this mean, and why are some communications harder to maintain and progress, whether online or face-to-face?

Effective communication involves two or more parties sending a message easily understood by each person. However, some styles and approaches might not work well, especially if we cannot have face-to-face contact. The wrong words or a poorly chosen tone may (even unintentionally) lead to disagreements and damaged relationships. The resultant misunderstandings and miscommunications can be costly and problematic, for example, when:

• Working Abroad or Online
• Liaising with Clients and Colleagues
• Managing Difficult Clients and Employees

This 5-day interactive Advanced Certificate in Communication Skills training course has been designed to enable delegates to re-energize and enhance their communication skills, taking them to the next level by developing practical new techniques for communicating successfully and impactfully in today’s ever-changing business landscape. It begins with defining different types of communication and understanding significant changes in global communications. This naturally leads to an in-depth analysis and examination of the myriad intercultural influences that can affect communications today. Similarly, marketing communications, strategies for communicating effectively in meetings, and finally, exploring the power of influence and persuasion are also covered.

Core Objectives

After completing this training course, each delegate will have gained a series of vital new skills that will significantly impact their performance when communicating with colleagues, partners, and clients in different situations.

The delegates will achieve the following objectives:

• Gain knowledge to stronger business relationships thanks to more effective and less problematic communications
• Know a greater appreciation of and ability to adapt to diverse communication behaviours and styles
• Acquire an increased awareness of their communication strengths and style
• Practical tips for managing misunderstandings, conflict, and difficult conversations
• Enhanced proactive marketing communications
• Learn how to leverage influence and overcome barriers to effective persuasion

Training Approach

This training course uses various proven adult learning techniques to ensure effective assimilation and retention of the information presented. Its highly practical and interactive program will prompt delegates to reflect on and develop their communication skills and styles. Throughout the program, the subject matter expert will share many examples, anecdotes, and case studies relating to communicating in a complex global environment.  

The Attendees

This training course will benefit professionals interested in honing and developing their communication skills by learning new techniques and approaches. It is particularly relevant to those working in a multicultural environment, those who are part of a global team, and those who work with international colleagues, clients, or suppliers.

Likewise, it will be valuable to the professionals but not limited to the following:

• Sales Representatives, Managers, and Directors
• Marketing Managers and Directors
• Customer Service Agents
• Key Account Managers
• Business Development Professionals
• HR Managers and Professionals
• International Business Executives
• Executives within a Global Team

Daily Discussion

DAY ONE: DEFINING AND EXPLORING COMMUNICATION

• Defining Communication
• Important Factors for Good Communication
• What has Changed in Global Communications and Why
• Emailing and Social Media
• You and Your Communication Style
• Body Language and Signals
• Characteristics of Effective Communicators

DAY TWO: INTERCULTURAL INFLUENCES AFFECTING COMMUNICATION

• Barriers to Effective Communication
• Directness vs Indirectness
• Formality vs Informality
• Small Talk and Punctuality
• Emotional Expression
• Disagreement and Dealing with Difficult Questions
• Asking Questions, Interruptions, and Silence
• How to Avoid Misunderstandings

DAY THREE: MARKETING COMMUNICATIONS

• One-to-One vs One-to-Many Contact
• How Information Helps Communications
• Proactive Communications
• Communication “Hooks”
• Telephone Tactics
• Keeping in Touch and Following Up
• Case Studies Analysis

DAY FOUR: COMMUNICATING IN MEETINGS

• Key Elements of Business Communications in Meetings
• Face-to-face vs Online Meetings
• Handling Difficult Meetings
• The Enquiry and Advocacy Approach to Successful Meetings
• Open Questions and Positive Language in Meetings
• Giving Feedback and Constructive Criticism
• Using Your Voice
• Driving Meetings in the Direction You Want

DAY FIVE: THE POWER OF PERSUASION

• Persuasion vs Enforcement
• Positive Assertiveness
• The Power of Language
• How to Strategise Influencing
• You and Your Influencing Style
• Storytelling for Business
• Solving Communication Problems Role Play