This is a 2 month blended learning programme of approximately 50 hours of structured learning and development comprising:

• a structured self-study guide providing underpinning knowledge, background reading, checklists and practical reference material
• an intensive one day workshop where the focus will be on skill building to ensure you move from knowing what to do, to how to do it. During this workshop you will take part in scenarios and role plays that help you build skills of analysis, decision making, negotiation and communication.
• access to a dedicated online Learner Support Site for the duration of the programme with specific resources, synchronised tutor support, online collaborative activities, discussion forums and knowledge checks
• telephone and email based tutor support and mentoring to help apply learning to your specific business context.

Assessment will be by a written assignment based on a practical work based project intended to make measurable improvements to a specific aspect of your team’s communication.

The start date for this programme is 3-4 weeks before the face-to-face workshop. Before this workshop participants will be provided with a study guide which provides the underpinning knowledge and will have a tutor briefing online and/or by phone. Prior to the face-to-face workshop participants must undertake preliminary self-study and participate in online discussions and activities.

Following the face-to-face workshop participants will undertake further self-study, participate in additional online and/or teleconference discussions and complete their work-based project/assignment.

Why stakeholders matter

• techniques for consulting with and understanding the needs of stakeholder groups
• the importance of empathy
• how to segment key stakeholder audiences

Working with colleagues

• collaborative teams and internal supplier and customer roles
• satisfying service level agreements; what are the challenges and pitfalls eg language and jargon
• how line managers can work most effectively with HR and L&D colleagues

Techniques for consultation

• taking a brief and understanding needs and priorities of others
• how to build business cases and negotiate win/win outcomes with different groups
• using communication effectively to keep others appraised of progress

How to improve relationships

• assessing current performance and tackling relationship problems
  • with team members, colleagues
  • outside the team and third party suppliers

How to promote a broader understanding of your team and its role in order to improve relations with others

The communication skills for a line manager

• developing checklists of good practice for:
  • written communication; team briefings
  • telephone conference calls; meetings
  • presentations
  • interviews (formal)
  • one to ones (informal)

How communication impacts on relationships

• techniques for better listening and observing body language
• interpreting communication across cultures

Communication in challenging situations eg. disciplinary, grievance or negotiation scenarios.