Communication Skills for IT Professionals

Overview

Effective communication skills are the key to influencing others and to establishing and maintaining good relationships. This interactive workshop describes how to achieve mutual understanding and greater clarity in interpersonal communication, identifies and develops communication skills, and provides opportunities for refining skills through role-playing activities.

Prerequisites

None

Audience

IT (information technology) and other professionals at all levels.
Maximum number of participants: 12

Course duration

2 Days

Classroom Requirements

Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities.

Format

Presentation
Written Exercises
Interactive Activities

Objectives

After this course a student should be able to

Identify barriers to communication
Identify verbal and non-verbal communication techniques
Employ active listening techniques
Recognize effective telephone techniques
Employ influencing techniques
Use appropriate terminology for different audiences

Course outline

Introduction
Communication Overview

Identifying Barriers to Communication
Defining Communication
Results of Miscommunication

Interpersonal Communication

Body Language
Using Body Language to Communicate
The Pitfalls
Active Listening
Verbal Communication
Choosing and Matching Language
Appropriate Language

Telephone Skills

Effective Telephone Techniques
Voice Matching
Telephone Tips
Voice Mail Guidelines

Influencing Skills

Influencing Factors
Preparing to Influence
Influencing Others
Influence or Manipulation

Workshop Review

Review
Post-Workshop Assessment