Communication Skills Training for IT Specialists
Career opportunities for computer support staff continue to grow as businesses increasingly need help managing, upgrading, and customizing sophisticated computer systems. This valuable course provides professional training in successful communication for project and people management within the IT industry.
This course covers all aspects of power communication from understanding theory to conflict resolution and presentation styles. Included are scenarios that show how effective communication becomes a key advantage in today's IT environment.
There is a genuine need for IT staff who can effectively communicate and help organizations implement and manage technology with employees, clients, and consumers.
This course is a must for any technology specialist.
Benefits
Increase your earning potential and be among the fastest growing careers today.
Top jobs go to IT specialists who can communicate clearly and effectively.
Manage communications within your organization and IT department
Course Outline
Session 1
Section A: Importance of Communication Skills
Need for Improved Skills
Being a Powerful Communicator
Reducing Resistance
Improved Quality, Reduced Costs
Development Areas
Written Communication Skills
Communication Competency
Principles to Remember
Section B: Foundations of Effectiveness
Ideas and Theories
Relational Ability
Self-Management and Time Management
Learning Styles
Discipline
Technical Ability
Section C: Communications Theory
Communication Formulas
Communication Process
Three Perceived Elements
Tone of Voice
Body Language
Environment
Communication Roles
Section D: Assertiveness
Assertiveness Scale
Example of Behaviors
Benefits of Assertiveness
Making Assertiveness Happen
Section E: Listening Skills
Hindrances of Listening
Effective Listening
Seven Distractions
Five Listening Levels
Section F: Effective Listening Techniques
Empathy Listening
Seek Synergy
Five Steps of Listening
Asking Questions
Customer Service Principles
Section G: Personality Types
Four Motivations
Motivation Matrix
Complementing Personality Types
Section H: Conflict Resolution
Five Conflict Management Methods
Conflict Scenarios
Deciding How to Act
Session 2
Section A: Negotiation Skills
When to Negotiate
What is at Stake?
Who is Impacted?
Laws of Influence
Sources of Power
Persuasion vs. Manipulation
Before Negotiation
Section B: Negotiation Tips and Techniques
Asking "What if?"
Structure the Message
Offer Options
Sally's Story
Asking "What would make you happy?"
Carpet Story
The Seven Stages
Understanding Change
Section C: Translating Your Knowledge
Comparison Method
Contrast Method
Construction Method
Combination Method
Things to Remember
Section D: Accountability and Trust
Earning Trust and Building Rapport
Accountability Diagram
Five Steps to Trust
Trust Principles
Section E: Building Rapport
Three Rapport Elements
Use Their Names
Discover Their Interests
Let Them Talk
Pacing
Match Conversational Modalities
Section F: Repairing Damaged Relationships
R.E.L.A.T.E.
R = Reside
E = Express
L = Listen
A = Ask
T = Tell
E = Encourage
Section G: Effective Written Communications
Writing Principles
Getting Started
Main Idea
The Writing Process
Section H: Types of Writing
E-mails and Memos
Progress Reports
Feasibility Studies
Proposals
Project Charter Template
Technical Documentation
Writing Example
Session 3
Section A: Preparing the Presentation
Delivering Your Message
LIVE Studio
Six D Methodology
Section B: Delivering the Presentation
Openings and Closings
Transitions
Handling Questions
Presentation Types
Section C: Creative Communications Management
Creativity Defined
The Creative Process
Mental Blocks
Unlearn What You Know
Tips for Being Creative
Idea Evaluation
Creative Roles
Section D: Creativity Techniques
Comparative Contrasts
What If?
Ask Mother Nature
Take a Different Route
Wear a Different Hat
Renaming
Anything is Possible
Accidental Discovery
A Thousand Words
Go for a Walk
Listen to Music
Never Stop Reading
Section E: Value-Added IT
Understanding Alignment
Negative vs. Positive Alignment
Relationship Stages
Beyond Alignment Toward Synergy
Section F: Value Quantifier
Quantifier Index
Index Example
Group VQI
Section G: What Managers Buy
Managers' Needs
Financials
Benefit/Cost/Flow Chart
Importance and Urgency Matrix
Influence and Control Matrix
Forced-Choice Indicator
Section H: Selling Solutions
Sizzlemanship
Steps to the Sale
Closes
Selling Solutions with Integrity
Section H: Developing Communication Channels
Internal Channel
Partnership Channel
Consulting Channel
Appreciation Channel
Reporting Channel
Price: £169 (including VAT and delivery) for Single User Licence
