ETSSCOMS – Communication Skills

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  • Code: ETSSCOMS
  • Duration: Days 1
  • Price per delegate: £395.00 +VAT

Trained over 60000 delegates

Course delivered by industry expert instructors

Highly competitive pricing

Course Description

Anyone who wants to find out more about what works with the way you communicate, what gets in the way of you being a more effective communicator and then to develop a range of tools and techniques to help you be more adept and self-assured.

This is a practical day filled with exercises, games and discussion which will give you skills to handle difficult and tricky situations and give you more choice in the way you communicate with others.

Target Student

It is intended for any individual who wish to improve their communication skills within the work place.



Delivery Method

Instructor led, group paced.

Performance-Based Objectives

By the end of today, delegates will be able to:

  • Explain how communication works
  • Gain active listening and responding skills
  • See things from other points of view
  • Explain the importance of body language
  • Develop your confidence when dealing with people
  • Demonstrate techniques for dealing with difficult people or situations
  • Identify process and structure for compiling written communication
  • Demonstrate the use of plain English

Course Content

Communication dynamics - how it works

This is an introduction to the dynamics of face-to-face communication skills - looking at what affects you and how you might take more charge of situations. It gives an overview of how communication works at its best, identifying where it can go wrong. We 'unpick' all the elements that go into effective communication and explain to people how they can be more in charge of the communication dynamic. The day will be based around this key aim, with delegates being given the opportunity to practice and experience each section.

How Vocal tone communicates

We have a range of exercises which experiment with the effects of variations of tone. Each person will have the chance to identify their usual default style and also consider how their tone affects the way that they may be perceived. From there we will practice ways to turn up and down different aspects of our natural style. In unpicking how to achieve the tone you choose, participants can see how they can do so consistently.

How words work

We have fun looking at ways to deliberately mangle our message and bury its meaning under waffle, padding and jargon. The premise being that if we know how to make our communications worse, we can also see how to make them clearer.

Impact of body language

We have a variety of exercises to demonstrate the power and control the listener has, through body language and attitude. Making ourselves consciously aware of our options means that we can remain on a front foot when it comes to communicating effectively. From looking at the effect of our listening skills, to creating the first and the lasting impression we choose, we will offer a range of tools and techniques that can really make a difference.

Things that affect communication skills

What makes us who we are inside and outside of work and how does that impact on the sense we make of others and they of us? When was the last time you got something wrong? When were you last misunderstood?

Mis-communication seems to happen most when we base what we do on assumptions, perceptions and misconceptions rather than upon objective fact. After exploring why and how it happens, we will look at what you can do about it.

Communication cycle

We will invite everyone to visualise how they believe communication works... or doesn't! In sharing our visions we will also see how complicated it all is and justify why we need to spend so long unpicking how it works. Remember mis-communication is normal for that very reason; it's complex.

Difficult communication situations

Throughout the day you will have applied some of our exercises to their real life experiences. Where we have extra time we might also look to recreate communications when they were unsatisfied with the outcome.

The idea is that we will draw upon any of the tools and techniques covered over the course of the day.

Working to your communication strengths

Everyone will give a brief description of what they already do that they know works about them. They will then have chance to reflect upon how others see them through the feedback of others.

Written communication what impression?

We now turn our attention to written communication. Here we will focus on some live examples of written communication and identify the impression that it creates. We will then unpick the messages and make them simpler to understand.

Market, message, medium

What are the things to consider before putting pen to paper? By considering these aspects, you can start to structure your written communication and reduce the likelihood of it all going wrong.

Plan a response

By considering some key questions, participants will work on responding to a query or a request they have received.

The effect of language

Aspects such as passive statements, jargon and complicated words all affect the message we're trying to convey. Through exercises and group discussion, we will identify the impact of these.

Putting it all together

By revising your response and ensuring you are happy with what you have written, colleagues on the workshop will proof-read your work and provide you with constructive feedback. This will enable you to identify areas of strength and any areas where you need additional development.

Reflection and action planning

The final exercise of the Communication Skills Course is for you each to devise a personal Plan of Action, identifying your personal take-out of the workshop, where they know they will practise and areas for their development.

Finally we have you identify what will stop you putting this into practise and what support you need to help yourself put the communication skills workshop into practise.