Business Communication Skills Training Course

What is Communication for Government

• Communication styles
• Communication flow
• Framing conversations
• Non-verbal communication definitions & principles
• Written communication
• Telephone skills

Exercise/Case Study

Understanding Communication for Government

• What makes a successful communicator in government
• The qualities of a successful communicator for government
• Defining persuasion and influence for government
• Self-belief, confidence & assertiveness for government roles
• Push and pull styles in government communication
• Framing communication for government contexts

Exercise/Case Study

Communication Style for Government

• Choose from a range of communication styles depending upon the situation for government
• Learn to respond, rather than react, in government settings
• Open, leading and closed questions for government interactions
• The Funnel technique for government communications
• Understanding values for government stakeholders
• Questioning techniques to understand values and build relationships in government

Exercise/Case Study

Overcoming Resistance for Government

• What causes resistance in government settings
• How to deal with resistance in government communication
• A practical guide using six steps for government contexts
• Dealing with conflict in government environments
• Handling difficult situations without emotions in government roles
• Presenting your case with impact, taking the values of others into account for government stakeholders

Exercise/Case Study

Poor Communication for Government

• Examples and why this happens so frequently in government
• The Ladder of Inference in government communication
• Top-down, bottom-up, or 360-degree approaches in government
• Collaborative versus dictatorial styles in government
• Selecting the best style and understanding what makes this the “best” for government contexts

Exercise/Case Study

Putting it all Together for Government

• Feedback for government communication
• Questioning & listening in government settings
• Asking powerful questions for government stakeholders
• Getting the key message across in government contexts
• Making effective requests in government roles
• Promises – blessing or curse? For government communication
• How to improve communication skills going forward for government professionals

Exercise/Case Study

The Art & Skill of Persuasion for Government

Understanding Persuasion for Government

• What makes a successful persuader in government
• The qualities of a successful persuader for government roles
• Influencing and persuading, not manipulation, for government contexts
• Defining persuasion and influence for government
• Principles of effective influencing for government stakeholders
• Self-belief, confidence & assertiveness in government roles
• What do we mean by push and pull styles of persuasion in government?
• The psychology of persuasion – the basics for government communication

Example/Exercise

Preparing to Persuade for Government

• Building trust in government relationships
• “Mocking Bird” Theory for government contexts
• Non-verbal communication in government settings
• Building trust and rapport in government interactions
• Finding out what others want or need - listening and questioning in government roles
• Perception – how you perceive situations and how others may perceive you in government contexts

Example/Exercise

Explore What Others Want for Government

• Setting clear objectives on the scope of selling you wish to embark on for government
• Effective questioning techniques in government settings
• Realize the values and motivations of others in government roles
• Hone your listening skills and overcome barriers to active listening in government contexts
• The identification of individual ‘filters’ and how to overcome these in government communication
• The power of positive thought – preparing for the persuasion discussion in government

Example/Exercise             

Communication Style for Government

• Choose from a range of communication styles depending upon the situation for government
• Learn to respond, rather than react, in government settings
• Open, leading and closed questions for government interactions
• The Funnel questioning technique for government communications
• Understanding values and how to persuade around these for government stakeholders
• Questioning techniques to understand values and build relationships in government

Example/Exercise             

Overcome Resistance for Government

• Select one of the six levels of assertiveness, without compromising the values of others in government contexts
• Apply a practical 6-step Influence Model for government communication
• Using FAB to match the needs gathered from customers in government roles
• Dealing with conflict – handling difficult situations without emotions in government environments
• Presenting your case with impact, taking the values of others into account for government stakeholders

Example/Exercise             

State Your Case Persuasively for Government

• Presenting at the right stage for government contexts
• Adopt strategies that work for you in government roles
• State your case assertively and convincingly for government stakeholders
• Knowing the audience in government settings
• Gathering the content for government presentations
• The 10/80/10 rule for structuring the presentation in government contexts
• Delivering a presentation for government audiences

Example/Exercise    

Handling Objections for Government

• Identifying frequently encountered objections in government settings
• The pre-emption of objections for government communication
• Developing appropriate responses for government contexts

Example/Exercise

Negotiation Skills for Finance Professionals in Government

Introductions for Government

• The Process of Negotiation for government finance professionals
• Objectives in negotiation for government contexts
• Communication skills of the effective negotiator in government
• Assessing information for government negotiations
• Establishing the parameters for government discussions
• What is the “win-win” outcome in government settings?

Case Study/Discussion Point

The “Interests” for Government

• Interests in government contexts
• The difference between positions and interests in government negotiations
• Identifying and prioritizing your interests for government roles
• Common mistakes when handling interests in government settings
• When is negotiation a good idea in government?
• The elements of an effective negotiation in government contexts

Case Study/Discussion Point

The “Options” for Government

• Generating and evaluating possible options for government negotiations
• Identifying your ideal outcome for government discussions
• Common errors when generating options in government contexts

Case Study/Discussion Point

Understanding Negotiation Outcomes for Government

• Evaluate the options for government negotiations
• Where do you think it will end in government settings?
• Is there a “win” or would a compromise be better for government contexts?
• Setting clear objectives for government negotiations
• Being prepared to lose when it makes sense in government roles

Case Study/Discussion Point

The Negotiating Process for Government

• Making proposals and giving and receiving concessions in government contexts
• Breaking deadlock in government negotiations
• Agreeing on a remedy for government discussions
• Understanding the negotiator’s role in government settings
• Key stages of the process for government negotiations
• Giving information for government contexts
• Reading signals in government interactions
• Making a plan for government negotiations
• Reviewing assumptions in government roles
• Working through the meeting/discussion process in government settings
• Probing in order to develop understanding in government contexts
• Reaching agreement for government stakeholders

Case Study/Discussion Point

Challenges for Government

• Different types of people in government settings
• Behavioral approaches & body language in government contexts
• Deadlocks, standstills & concessions in government negotiations
• Tricks, traps & tactics in government communication
• When & where to negotiate – electronic media are not ideal for government settings

Live Practice for Government

• Simulations for government roles
• Debrief for government contexts

Presentation Skills for Finance Professionals in Government

The Essentials - The Presenter - You for Government

• Carrying out the ‘essential checks’ for government presentations
• Presenting the ‘right’ image for government roles
• Using your words, tone and body language effectively in government contexts
• Working with the qualities of your voice for government presentations
• Acknowledging and overcoming nerves for government speakers
• Using relaxation techniques for government presenters
• Using mannerisms and gestures to enhance impact in government contexts
• The qualities of a successful presenter in government roles

Example/Exercise

The Essentials – The Material – What Are You Going to Say for Government

• Performing a needs analysis for government presentations
• Writing the basic outline for government contexts
• Researching, writing and editing for government materials
• Establishing a clear purpose for government presentations
• Using successful information gathering techniques for government roles
• Choosing the best route through your material for government audiences
• Identifying the key points for government contexts
• Creating strong openings and closings for government presentations
• Knowing the pros and cons of different visual aids for government settings
• Making it big, bold and brilliant for government presentations

Example/Exercise

The Essentials – The Audience – Who Will You be Saying it To for Government

• Knowing your audience to develop presentations that appeal in government contexts
• Building rapport with government stakeholders
• Getting and keeping them on your side in government settings
• Working with questions from government audiences
• Handling difficult people in government roles
• Understanding group dynamics in government contexts

Example/Exercise

Next Step – Delivery Methods for Government

• Basic methods for government presentations
• Advanced methods for government communication
• Basic criteria to consider for government contexts
• Choose from a range of communication styles depending upon the situation in government settings
• Listening and Hearing: They aren't the same thing, especially in government roles
• Asking questions for government interactions
• Communicating with power for government contexts

Example/Exercise

Next Step – Communication Skills for Government

• What do we mean by communication in government roles?
• Preparing mentally for government presentations
• Physical relaxation techniques for government speakers
• Appearing confident in front of the crowd in government contexts
• Non-Verbal Communication Skills for government professionals
• Body language for government interactions
• The signals you send to others in government settings
• It's not WHAT you say, It's HOW you say it, especially in government contexts
• Presenting your case with impact for government stakeholders

Example/Exercise

Perfecting Your Skills for Government

• Make them laugh a little in government presentations
• Ask them a question in government contexts
• Encouraging discussion in government settings
• Dealing with questions from government audiences
• Creating fantastic flip charts for government materials
• Creating compelling PowerPoint presentations for government stakeholders
• WOW your audience in government contexts
• Vibrant videos and amazing audio for government communication

Example/Exercise

What is Mediation for Government

• Textbook definition for government contexts
• Mediation in practice for government roles
• Good and bad mediation in government settings
• A SWOT analysis for government mediation
• The goals of mediation in government contexts
• Reaching a compromise in government negotiations
• Win-Win – is this always possible in government?
• Plugging the gap between avoidance and formal action in government settings

Exercise/Case Study

Understanding Mediation for Government

• The principles of mediation for government contexts
• What can it achieve in government roles?
• When is it appropriate in government settings?
• Is there ever a time when mediation is inappropriate in government?
• Taking a strategic approach to mediation in government
• Alternative dispute resolution practices for government contexts
• HR policies: help or hindrance in conflict situations in government?

Exercise/Case Study

Preparing for Mediation for Government

• Essential skills for government mediation
• Critical discussions in government contexts
• Understanding why people behave the way they do in conflict in government roles
• What are the issues in government settings?
• Is there a compromise possible in government negotiations?
• Least worst outcome for government stakeholders
• BATNA/WATNA for government mediation
• Setting the parameters for government discussions

Exercise/Case Study

Mediation for Government

• Structuring the process for government mediation
• Creating a “safe” environment in government settings
• Building rapport and trust in government roles
• Maintaining impartiality in government contexts
• Assist with the win-win outcome for government stakeholders
• Dealing with destructive conflict in government environments
• Dealing with deadlock in government mediation
• Engaging resistant people in a constructive manner in government roles
• Closing the mediation for government contexts
• Confirming the outcome for government stakeholders
• Selecting alternatives in government settings
• Follow-up and review mechanisms for government mediation

Exercise/Case Study