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About This Course

IT can seem very difficult if your communications skills are not geared towards the IT world. This programme is designed to help the learner engage with all types of audiences. Specifically, while managing projects and dealing with people in the IT industry.

Duration: 2 weeks
Participants: 25
Certification: None

Learning Outcomes

Upon completion of this course participants will be able to:

  •  Understand technical communication tools
  • Write better technical documents
  • Act with more diplomacy and tact
  • Manage conflict
  • Communicate effectively & confidently with customers
  • Use a variety of communication tools for maximum impact

Who Should Attend

This course is designed for any learner who wishes to improve their communications skills. It will have an increased emphasis for those wishing to pursue a career in IT. There are no pre-requisites.

Course Syllabus

Module 1: Techniques for Technical Communication

  • Introduction to Technical Communication
  • Understanding the techniques

Module 2: Communicating Effectively with Customers

  • Understanding your customer and your role
  • Customer Communication Management
  • Attentiveness and patience
  • Active listening and acknowledgements
  • Keeping it simple
  • Acting on feedback

Module 3: Making an impact with non-verbal communication

  • Types of non-verbal communication
  • How our attitude, posture, gestures, facial expressions, and tone have a great impact on our communication.
  • Tips for improvements

Module 4: Communicating with Confidence

  • Organising your thoughts and speaking slowly
  • Breathing and handling nervousness
  • Speaking styles
  • Researching and understanding your topic
  • Voice modulation, eye contact and gestures

Module 5: Trust building through effective communication

  • Emotionally intelligent communication
  • Empathy, Trust and Rapport
  • Understanding your communication style
  • Getting on someone else’s wave length
  • Adopting a positive mindset for success
  • Support v micro-managing

Module 6: Improving your technical writing skills

  • Types of technical documents
  • Document layouts
  • Technical vocabulary
  • Tips for becoming a great technical writer

Module 7: Becoming a great listener

  • Reflective Listening
  • People Skills

Module 8: Acting with diplomacy and tact

  • Develop flexibility in your communication style and assess the intent of your messages against the outcomes.
  • Respond rather than react
  • Understanding bias and situational awareness

Module 9: Conflict Management

  • What is conflict
  • Different types of conflict
  • Techniques for managing conflict
  • Personality types
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