The importance of “communication competence” of frontline and supervisory staff and managers in the workplace cannot be understated. Most staff/managers spend 75-90% of their time in one of the four communication modes (writing, reading, speaking, listening). In light of these demanding statistics, it is essential that organisations ensure that they identify, assess and continually develop the skills of these important staff members in the area of effective communication.

This topic includes:

• An overview of the communication process
• Active listening
• Developing effective feedback skills
• Managing conflict within a workplace team
• Conflict management styles
• The power of assertive behaviour
• Using “”I” statements
• Personality profiling