Overview
By the end of this course delegates will:
• understand the principles of effective communication
• recognise barriers to communication
• be able to write clear and concise letters, memos and e-mails
• understand the difference between assertive and aggressive behaviour

Who should attend
This course is designed for those in administrative roles who want to improve their communication
skills. The course looks at both written and face-to-face communication.

Course contents

Communication
What is it?
Why does communication breakdown?
Identifying your audience

Written communication
Having a clear purpose
Plain English - keeping it simple
Getting your message across

Dealing with other people
Assertive and aggressive behaviour
Transactional Analysis - why we behave differently in certain situations
Ways to improve relationships at work

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