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Improving Your Communication Skills

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How we communicate with our clients, our staff, our managers, and each other is of utmost importance for our individual success as well as that of our organization.  This learning event is designed to provide you with the strategies, tools, and tips to communicate more effectively.

During this two-day workshop, you will learn about and apply communication skills, concepts and principles through a number of dynamic lectures, interactive class discussions, and practical hands-on activity-based learning exercises.

By The End of the Workshop You Will Be Able To:

  • Describe and understand the 'Communication Process'
  • Identify strategies to communicate more effectively, both verbally and in a written format
  • Build rapport more quickly with others while avoiding unnecessary relationship stresses and frustrations
  • Properly use communication tools and technology
  • Communicate with greater confidence in various work and life situations


You Will Learn To:

  • Breakdown the 'Communication Process' into its fundamental building blocks to help you set goals for enhancing your communication skills
  • Send clear and effective messages by requesting feedback and asking appropriate questions (open-ended/closed-ended)
  • Actively listen to others to exhibit respect and to ensure understanding
  • Use skills such as; active listening, affirmative listening, building rapport, providing feedback, paraphrasing, summarizing, clarifying, probing, reframing, and confirming to minimize misunderstanding and conflict
  • Understand the '3 V's of Communication' (Visual/Non-Verbal, Vocal, Verbal)
    Know when to use verbal vs. written communications
  • Understand the '3 Types of Communication Channels' (Intrapersonal, Interpersonal, Group)
  • Use the 'Personality Style' questionnaire to understand your own communication style and develop strategies for communicating with other 'Personality Styles'
  • Inform, persuade, overcome objections, respond to criticism, resolve conflict, assert yourself and negotiate
  • Develop and enhance your public speaking skills
  • Use technology (telephones, cellular phones, voice mail, audio/videoconferencing) more effectively
  • Write efficient and effective e-mails, letters and memos

 

Schedule 

Dates City Facility
March 09-10, 2010 Ottawa Minto Business Centre, 440 Laurier Ave. West
June 08-09, 2010 Ottawa Minto Business Centre, 440 Laurier Ave. West
August 10-11, 2010 Ottawa Minto Business Centre, 440 Laurier Ave. West
October 13-14, 2010 Ottawa Minto Business Centre, 440 Laurier Ave. West

 

 

Accolades 

"This course gave me the motivation to try to fix my problems at work and not just let them weigh me down."

Jessica Tosun
Administrative Assistant
Finance

"This was an exceptional workshop given by a wonderful instructor."

Isabelle Poulin
Administrative Assistant
Information Services

"I think anyone can gain insight on different levels by taking this training."

Chantal Labrosse
Executive Assistant
HPOC

"Great course! Professional instructor! Thank you very much. I have a lot of things to think about... Wow!"

Nadiya Herasym
Administrative Assistant
Innovation, Science and Technology Branch

"Great workshop offered by a wonderful facilitator. I recommend this workshop to everyone."

Julie Whittingham
Administrative Assistant
Finance and Administration

"Excellent Workshop. Motivating, enthusiastic and up-beat. Highly recommended."

Chiarina DiCintio
Technology Clerk
ITB

"Workshop was great. The Instructor was very well informed and enthusiastic. I felt very invigorated and able to go back and do an even better job."

Linda Burch
Management Program Analyst
Office of Inspector General

"This course goes beyond 'administration' and should be considered by management groups as well."

Dennis Gougeon
Project Officer
TSDMB

"I believe that the knowledge acquired from this workshop would be beneficial to all Government employees and can be applied at work and in life."

Josée M Lafleur
Administrative Assistant
Finance and Administration

"Excellent workshop! I highly recommend to others."

Dyann Miller
Assistant to the Assistant Secretary
ITA/DOC/MAC

"Excellent workshop to motivate yourself and have a positive outlook on life and work."

Jorge Bogarin
Program Assistant
ITA/MAC/NAFTA Secretariat

"This class was great! The Instructor was brilliant and detailed. I would strongly recommend this class to fellow co-workers."

Baron Green
Trade Program Support Specialist
Trade Agreements and Compliance

"The class and the Instructor were awesome! I not only learned skills to apply to my professional career but my personal life as well!"

Pamela Brandon
Sr. Administrative Specialist
International Trade Administration

"I was very impressed with this class. This is a course that I can apply to work and my personal life."

Kimberly Jackson
Administrator
ITA/DOC/MAC Western Hemisphere

"This course changes the phrase 'I will try' into 'I will do'."

Jim Wren
Administrative Assistant
Office of the Taxpayer's Ombudsman

"A very enlightening and informative course with excellent ideas on how to better manage your time, your work and lifestyle. I highly recommend this course to those in the administrative, as well as managerial fields."

Karen Casselman
Project Assistant
CPP/OAS Modernization Process Improvements

"This was the best training course on administrative skills I have taken! It touched on so many important skills needed in the office today. I will definitely put what I have learned into practice. The instructor was wonderful and the exercises were useful."

Lori Selig
Executive Assistant
Nova Scotia

"Great material! Very helpful tools as well as information. I'm looking forward to sending my employees on this and other courses!"

Carole Faucon
Branch Manager
Corporate Services Branch

"Great course! I learned techniques that I can apply to both my professional and personal life. Love that the course allowed for participation and interaction."

Robert Gladden
Program Management Assistant
Board of Patent Appeals and Interferences

"This course has immediate benefits and the information will prove to be more and more useful as I review it and continue to apply it in the years to come."

Lorraine Elmas
Administrative Assistant
Programs, Plant Health Division

"PTS - A great place to learn. They not only feed the mind, but the body as well. Come and have fun learning relevant skills."

Michael Hartry
Manager
Charities Directorate

"The workshop was positive and inspiring and something to take back to the office. I'm grateful for the opportunity."

Janet Holmes
Office Administrator
Dufferin Crown Attorney's Office

"The workshop provides for a great opportunity to share experiences & learn from other participants, as well as obtaining valuable information from the course material being covered by the instructor."

Rosemary Josipovic
Legal Administrative Secretary
Crown Attorney's Office

"Two days full of valuable information, exercises and fun. I am anxious to get back into the workplace to implement new ideas."

Lynne Hiscoe
Office Administrator
Crown Attorney's Office

"I left the training feeling more confident and more organized. Most importantly I learned to say no."

Tomeka Nelson
Program Specialist
Wetlands, Oceans & Watersheds

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Contact Us

Web: www.PerformanceTrainingSolutions.com
Email: info@PerformanceTrainingSolutions.com
Phone: 1-888-872-4641
Fax: 1-888-872-4619

Ottawa:  1568 Merivale Rd. Suite 233, Ottawa, ON K2G 5Y7
Toronto:  599-B Yonge Street, Suite 500, Toronto, Ontario M4Y 1Z4

  

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