Professional Communication

Content

• What is professional communication?
• Importance of having high-level professional communication skills
• Importance and impact of positive communication – communication that is based on respect and builds trust and collaboration
• Understanding your communication style
• The communication process – sending and receiving clear messages
• Listening skills
• Communication behaviours and style under stress – passive, aggressive, passive-aggressive and assertive
• Assertive communication – what is it? Assertive communication techniques for raising concerns and feedback
• Expectations and responsibilities in communication – as an employee and customer in the public sector

Learning Outcomes

By the end of this course, participants will be able to:

• Understand what professional communication is and explain its role in building trust, collaboration and respect in the workplace
• Recognise their own personal communication style and understand how to adapt to different workplace contexts, personalities and needs
• Practise active listening and assertive communication skills to give feedback and raise concerns constructively.

Who Should Attend

• Individuals new to team-based environments
• Staff in frontline, administrative or customer-facing roles
• Professionals seeking to strengthen their interpersonal communication and confidence
• Team members navigating cross-functional communication

Benefits to You and Your Organisation

• Increase self-awareness and learn how to communicate more clearly and assertively
• Strengthen your ability to listen, respond and build rapport with a wide range of people across a variety of work settings
• Foster a workplace culture grounded in respect, trust and collaboration
• Reduce misunderstandings, conflict and communication breakdowns across teams
• Support greater internal and external service quality through clearer communication
• Equip staff with tools to represent your agency positively and consistently