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Enhancing Communication and Interpersonal Skills At Work

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Enhancing Communication and Interpersonal Skills At Work

AUDIENCE

This course is suitable for new Executives, Junior Managers, Supervisors, Line Leaders, Team Leaders, Coordinators, Admin Personnel from all departments who would like to improve their interpersonal skills and have better business results.

METHODOLOGY

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise

COURSE OBJECTIVES

Upon completion of this program, the participants should be able to:

• Describe the importance of effective communication to enhance supervisory effectiveness at the workplace,

• Demonstrate effective intra and inter-personal communication skills and styles by using the ‘4R’ Principle,

• Overcome communication barriers between employees and departments by using the ‘F.A.S.T’ Principle,

• Translate information into effective action towards effective problem solving and decision making


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Modules

Module 1: What Is Effective Communication?

• Establish a specific ‘DIRECTION’ or ‘PURPOSE’ when communicating

• Manage the ‘PERCEPTIONS’ and ‘ASSUMPTIONS’ made during communication
• Practice ‘ACTIVE’ listening towards effective communication

Module 2: The Effective Communication Method

• Effective ‘VERBAL’ communication

o Select the best choice of words

o Structure your sentence accordingly

o Deliver a concise message


• Assertive ‘NON-VERBAL’ Communication

o Reduce communication gap through effective body language

• Manage your facial expression

• Communicate with good eye-contact

• Manage your hand gesture

• Be sensitive with your standing or sitting position

o Project an assertive tone of voice


Module 3: The ‘4R’ Principle Towards Effective Communication

• RECEIVE a person without negative pre-judgment

o What you think, is what you get

o Who you are, is who you attract

• Build RAPPORT timely

o Create an opened communication platform

• Listen and understand, to REFRAME your thoughts

o Listen to understand, then to be understood

• REINFORCE the right actions

o Conclude the communication with mutual agreements between parties


Module 4: Reinforce The Right Actions ‘F.A.S.T’

• FOCUS

o Overcome the ‘work-in-silo’ communication practice at the workplace

o Establish a common ground between departments and/ or sections

• ASK to clarify

o Gain clarification through tactical questions during problem solving

o The ‘funneling’ questioning technique

o What, When and Where

o The ‘probing’ questioning technique

o Ask ‘WHY’ 5-times

• SEEK to understand towards effective decision making

o Reduce communication barriers between departments and/ or sections,

o Share information timely and effectively

o Analyze information timely

o Translate information into knowledge

• TAKE the right action, right

o Translate knowledge into action

o How and Who


Dr. Teoh Chen Ning

Dr. Teoh Chen Ning

With his previous attachment as a Learning Advisor in Resorts World Berhad (Genting) and current attachment to the Management & Science University as a Doctoral Scholastic Researcher, he has vast management knowledge, particularly in the area of Strategic Organisational Development and strong capabilities in Competency Workplace Training, both in the service and manufacturing industries. With this, he has extensively involved in the development and delivery of workplace training for numerous turnkey initiatives, especially on the continuous improvement programmes towards achievement of service and product quality requirements of Multi-National Corporations like Philip Morris International, Daikin, Globetronics, NXP, Epson, F&N, ON Semiconductor, Kansai Paint, Intel, Hextar Bank of China, Ambank, Asian Banking Schools, OSK Group, ZTE, DIGI, XOX, ShinYang Group, PLUS, UEM, BPPA, Stamford Tyres, AEON, Taylor's University and Handal Indah (Causeway Link) to name a few. Through his deep enthusiasm in adult learning, he has also successfully demonstrated his capability and passion in developing and delivering various soft skills trainings, through his state-of-the-art experiential learning approach to embed learners to 'SEE' and 'THINK' in various perspectives, while 'LISTEN' to diverse thoughts, in order to establish the 'FEEL' to adopt and put learning into practice.. Dr Teoh is highly sought after, due to his well-known strategic facilitation of organizational development initiatives, from the establishment of organizational vision, missions & values to strategy mapping and performance management, plus implementation of change initiatives towards continuous improvement. Throughout his years in training & consulting field, he has proven track records in managing organizational development initiatives in corporations like Handal Indah (Malaysian public transportation, ancillary, transportation control system, petrol kiosk and printing group of companies), EEW (German oil & gas steel-based company), Epson (Japanese electronics company), Hextar Groups of Companies (Malaysian chemical based corporation), NGC (Oman oil & gas company) and Kajang Rocks (Malaysia quary based company) to name a few. Read More

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