20 Mar 2020| London

Communication skills, Personal development

Trainer: Gareth Russell
Agenda: View PDF

Open course prices

Private Sector

£595 +VAT

£545 +VAT (if registering more than 1 place)

Public Sector

£445 +VAT

£395 +VAT (if registering more than 1 place)


£395 +VAT

£345 +VAT (if registering more than 1 place)

If you have any questions regarding our open courses or wish to attend an event, please contact:

Gary Hewston
Conference & Training Sales Manager
020 7593 5733


To develop ability to achieve personal impact in professional communications

Learning objectives

By attending the programme delegates will be able to

  • demonstrate understanding of the connections between behaviours and communications
  • critically asses their own behaviours and communication styles
  • describe a range of strategies to achieve success in professional communications
  • apply personal communication techniques in different professional contexts


09:15 Registration and Refreshments

09:30 Welcome, introductions and context setting

09.45 Human communication

  • Verbal and non-verbal communication
  • Influences on communication choices
  • How conversations work

The relationship between communication and behaviour          

  • Subjective experience
  • Assertive, aggressive and submissive behaviours
  • Transactional analysis

11:00 Refreshments

11:15 Personal power and impact

  • Personal motivators and personal power
  • Verbal self-defence
  • Keeping cool under fire

Communicating with impact

  • Language choices
  • Listening with purpose
  • Focus on objectives

The language of influence

  • 6 factors that influence
  • Nudge

12:45 Lunch

13:30 Dealing with conflict

  • Types of difficult behaviour
  • The ten commandments of confrontation
  • Managing conflict ethically and sensitively

Managing ‘difficult’ conversations

  • Understanding what’s ‘difficult’
  • Developing strategies for success
  • Making experience count

14:45 Refreshments

15:00 Giving and receiving feedback

  • Making feedback work both ways
  • Keeping it objective
  • Using feedback to achieve impact

Maximising influence and impact in different contexts

  • Making the right choices
  • Strategies for influencing
  • Assessing impact and learning from experiences

16:10 Review

16:15 Close