Communication Skills

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Communication Skills
Workshop Aims
Communication is a tool that we use every day in business. Without communication nothing gets
done. However, sometimes with it nothing gets done! Effective communication is a skill that we can
develop. As with any skill we can improve how we communicate and how effective we are with this
very important tool or skill. Poor or ineffective communication is often the cause of everyday
problems, frustration, conflict, poor service. This programme will explore the skills or effective
communicators and how to develop them and use them in different situations.

Workshop Objectives
By the end of this programme you will

        Understand what communication actually is and the communication cycle

        Be able to discuss how communication can break down, typical barriers and ways to aid
         understanding and message transfer

        Have techniques to develop the skills of effective communicators

        Become more self-aware of how you manage your communications with others

        Practice and develop the skills required to communicate more effectively

        Developed a personal action plan to develop the skills and behaviours required

Workshop Content
 Introduction, objectives and expectations
   What is communication
This section will explore exactly what communication is, the cycle of communication and the main
steps involved in communicating with others. The discussions will identify common barriers to
effective communication, how misunderstandings and misinterpretations occur and our reactions

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and responses to the feedback we get. The section will seek to deepen participant’s self-awareness
in the choices they make when they a) communicate with others b) interpret responses and react or
respond to messages and feedback. This will highlight the role that they play in creating unhelpful
dynamics and the difficulties experienced and the behaviours they need to work on.

   The skills of effective communicators. This section will discuss the essential skills that effective
    communicators develop and use: Listening skills, questioning skills and the power of inquiry,
    paraphrasing, reflecting back and summarising, planning how to deliver their message based on
    who their receiver is, being diplomatic, using and responding to non-verbal’s effectively.

Various exercises will be run to help the attendees explore the skills. Working both individually and in
groups the attendees will identify a challenging communication they have had/will have and explore
how to plan and prepare for it based on the skills of effective communicators. The scenarios will be
role-played to develop further experience, confidence and self-awareness and identify key areas they
need to work on and the steps to develop the skills.

   Developing Assertiveness: This section will explore how assertive people come across and
    management themselves particularly in more challenging situations. It will encourage the
    participants to take responsibility for their feelings, which is continued from the earlier section,
    and how to stay in control in more difficult challenging situations. Areas explored here will
    include our beliefs and thoughts and feelings about particular scenarios and how they impact on
    our behaviours (submissive, assertive or aggressive). The attendees will then be asked to
    reframe the situation thus changing their beliefs and thoughts and see how they impact on their
    feelings and behaviours. The discussions will also explore our “triggers” – those things that can
    bring about unhelpful behaviours, how to identify them and techniques to manage responses to
    them. Exercises will be used to strengthen the discussions and understandings along with
    applying to the attendees own situations.

   Managing conflict situations: This section will explore the causes of conflict and how to
    recognise conflict at an early stage. Building on assertive behaviours the attendees will explore
    how to develop appropriate behaviours to manage conflict situations including a) taking a step
    back b) using relevant information and facts c) sticking to facts versus getting personal d)
    understanding anger as an emotion and understanding the cause or driver of the anger. The
    assertive section and managing conflict section will be combined to help participants understand
    how conflict can grow and develop the necessary behaviours to manage from an early stage as

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   Managing interpersonal relationships: This section will explore the differences between people
    and how it can lead to difficulties, conflict. Discussions will cover the different styles that people
    have and approaches to take to manage interactions with them. The discussions will also be
    linked to communicating in challenging and difficult situations. Participants will explore how
    they can build more harmonious relationships with other through an appreciation of
    interpersonal skills. The attendees will apply the principles to different scenarios and determine
    how they would manage the interaction more assertively and constructively. Exercises,
    discussions and role-plays will be used to bring all the information and required skills explored
    during the day together allowing the participants practice and develop further awareness,
    confidence and comfort with the skills and behaviours.

   Final debrief and action plan: All attendees will spend some time reflecting on their learning’s
    throughout the day and what they will do to develop the required skills. They will be encouraged
    to develop their 21 day rule i.e. identifying what behaviour they are going to develop and how
    they will develop it over 21 days.

The training provided by Dymphna Ormond has been extremely beneficial to our teams. Her
understanding of team dynamics and her experience in manufacturing is essential to the success of
any training course she provided for the company. Employee's changing behaviours became evident
after the training was completed. I could not recommend Dymphna highly enough as a trainer.
Amy O'Leary, HR Manager, Organic Lens Manufacturing

Dymphna Ormond has worked with NUI Galway in delivering training specifically to Support Services
staff on aspects of our Performance Management Development System (PMDS) scheme. Feedback
from the training sessions has been positive; participants find that Dymphna has a good delivery and
communications style. On a personal level, I find Dymphna prepares well, is efficient and listens to
our requirements. Orla Badger, Staff Learning and Development, NUI, Galway

HPSU skillnet is very pleased with the quality of services provided by Ormond Coaching and Training.
Dymphna is very open to discussing members’ needs and designs and delivers quality programmes. I
look forward to working with Dymphna over the coming year. Gert O’Rourke, HPSU Skillnet

Galway Executive Skillnet has used the services of Dymphna Ormond as trainer for Time
Management and Personal Development on several occasions since January 2010.
On each occasion we have found Dymphna to be very professional in her approach to the training.
Courses have been designed in conjunction with the member companies and participants have been
extremely pleased with the training received. Post course evaluations have been excellent.
I would recommend Dymphna as trainer. Adele O Meallaigh, Galway Executive Skillnet.

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Dymphna is a first class professional who provides a top class service and support . Her work in
NUIG was outstanding and she added a lot of value to the business school through her innovative
approach. I would strongly recommend Dymphna to organizations who value the very highest
standards of professional service. Top qualities: Great Results, Expert, High Integrity”
Professor Hugh Scullion, Cairnes Business School, NUIG.

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    Trainers Details and Experience: Dymphna Ormond
    Dymphna Ormond is an experienced trainer and has worked with a variety of organisations since
    2003 in both designing and delivering programmes.

    Dymphna is passionate about helping individuals to learn and grow improving their overall

    PhD; BSc.

    Diploma in Business and Life Coaching (ECI)

    Certified by Belbin Associates to deliver Belbin Team Role Assessments

    Met the competencies required by the British Psychometic Society (BPS) for Level A and Level B for
    Occupational Testing

    Registered with FETAC to offer programmes leading to FETAC Awards

    Certificate in Marketing Management (IMI)

    Diploma in International Marketing and Sales Management (ICM)

    Fas Registered Trainer. Registration No. 9029164212

    Relevant Experience
    Academic and practical experience in the area of Human Resource Development, Leadership and
    Change, Communications and Personal Development

    Specialises in soft skills learning for clients from one-to-one coaching to group training programmes

    Designs and delivers a whole range of soft skills programmes to multinationals, SMEs and Skillnets

   Design and deliver programmes from operator level to management
   Experienced coach and trainer in both the private and public sector since 2003
    Conduct interviews as part of an interview panel for clients

    Lectures on HRD, Leadership and Change and Communications in Organisations at NUI, Galway

    Member of National College of Ireland associate faculty

    Industry experience working on cross functional teams across both commercial and technical areas

    Skill and Knowledge Development
    Attend developmental events/seminars on Learning and Development

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Member of a variety of online networks and participate in discussions on leadership, training,
communication, management, coaching

Coach Supervision

Informal discussions and programme and lecture reviews with peers

Knowledge development through journal readings, internet and book reviews, peer discussions

Participate in Action Learning Set with fellow trainers and coaches

What I Bring to my Programmes
Excellent facilitation skills leading to high levels of interaction during lectures and workshops.
Students or attendees actively engage in evaluation and analysis of discussion areas.

My facilitation skills means that all attendees are involved, good discussions are generated with
programmes achieving their objectives.

I have well developed consultative, coaching and influencing skills, which enables students and
attendees to open their minds to possibilities for the future and increase their self-awareness.

Being sociable with high levels of empathy and motivation, I am able to create a very relaxed
atmosphere, which is conducive to learning.

Experience that spans 13 years in industry, both in the UK and Ireland where I managed projects
across both technical and commercial departments.

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