INTRODUCTION

Everyone needs to apply business communications skills in a work environment.

This learning intervention is intended personally to teach learners on the important aspects of business communication skills which enhance aspects of emotional intelligence, personality plus, assertiveness and handling of conflict in order to achieve the intended response.

1. OBJECTIVES

Understanding the principles and theory of effective communication.
Learning how to say what you want without causing offence.
Learning how to manage conflict in the workplace.

Improved authority, influence and control in the business environment.
Understanding and promoting emotional intelligence.
Understanding and managing conflict.
Understanding channels and methods of communication.

2. OUTLINE

Personality Plus
What do we all want?
Success Criteria
Know Thyself
Purpose And Actions
Personality Types and Characteristics
Helping Others

Emotional intelligence
Definitions of EI and EQ
Emotions
Emotional honesty
EI and leadership
Success
Points to consider
Power

Theory of Communication
Purpose of communication
Different types of communication
A communication model and its components
Body language
Cultural differences
Active listening
Structuring communication
Communication structuring tools
Obstacles to communication
Communicating clearly and positively
10 golden rules

Assertiveness
Definitions
What is assertive behaviour
Assertive body language
Applying assertiveness
Techniques

Conflict management
Definitions
Constructive vs. destructive
Conflict styles
Conflict management steps
Reactions to conflict
Confronting conflict
Conflict resolution