Professional Communication with Internal & External Stakeholders (Half Day)
Duration Half Day
Working professionally with other agencies and stakeholders is a key expectation of staff. This day is designed to give a framework for the standards around communicating verbally and in writing with others. It considers: the importance of providing good customer service to all whom staff members come into contact with; how staff can communicate and present themselves professionally; and, how to manage personal and professional frustrations, so that communication is always respectful.
This course will also consider how complaints can arise, what constitutes bullying, harassment and discrimination and the legal framework to address such concerns.
- What does the organisation expect of staff in terms of being a 'professional' (with reference to your Code of Conduct)
- What can get in the way of this and how can these frustrations be overcome?
- What is stress and what happens when we get stressed?
- How can delegates look after themselves and what support is available at work?
- What happens if delegates allow personal frustrations to 'leak out' at work - what is bullying, harassment and discrimination and what is the legal position with regard to these?
- Who are your customers?
- Why is customer service so important to the organisation?
- What is meant by attitude?
- What are organisations values and how to these link to the attitude required of staff
- How do we communicate our attitude at work? What would be examples of 'good' and 'poor' attitude?
- The importance of empathy and working in partnership with other organisations
- What might be examples of poor verbal and written communication?
- Facts versus opinions and assumptive language
- Email etiquette
- Plain English and appropriate use of grammar
Methods of Delivery
The trainer will use a mixture of presentations, PowerPoint, flip chart, group discussion, role-play, case study, small group work and handouts.
- Course Content
- Training Considerations
- Related Courses
- What is communication and why is it so important? What makes it professional?
- What is customer service and how does it relate to the work that we do?
- What is stress and how can we best manage this at work?
- What are bullying, harassment and discrimination and the legal responses should these occur
- What does your organisation require of you as a professional worker?
- What constitutes professional communication (both verbally and in writing) and what doesn't
- Managing complaints
Anyone working with other stakeholders and agencies
Delegates should familiarise themselves with the Code of Conduct
Upon completion of the course, delegates will receive a certificate of attendance.
Influencing and Negotiating Skills