Communication Skills

“We made things easy for you”

Introduction to Communication Skills

Companies talk about needing better communication skills, but often don’t know exactly what that means or how to go about making it happen. If you have groups of people who simply have to communicate more effectively then giving them communication training may be just what you need.

These communication skills have to be developed, honed and added to on an on-going basis. They are at the heart of interpersonal skills and the greater your awareness of how it all works, the more effective your communication will be. This program is designed to raise the standards of communication.

It is highly interactive and will enable participants to achieve significant improvements in their ability to give and receive information and to achieve better relationships and performance.

On successful completion of the course participants will be able to:

  • Improve influencing skills.
  • Demonstrate their understanding of the process of communication.
  • Review the strengths and weaknesses of different styles.
  • Deal with difficult people.
  • Use effective questioning techniques.
  • Demonstrate active listening skills.
  • Recognise and use non-verbal elements of communication.
  • Use their voice more effectively.
  • Identify, develop and enhance assertiveness skills.

Course Content


The Process of Communication

  • Transmission
  • Reception
  • Noise
  • Different individual styles

Consultation using powerful questioning techniques

  • The different types of questions
  • Developing question pathways
  • The different purposes of questions
  • Practising questioning techniques

Listening skills

  • Active listening
  • Reaching consensus
  • Following directions

Non-verbal communication

  • Kinesics (Body Language)
  • Proxemics (Personal Space)
  • The mind-body connection with
  • behaviour (audio kinesics eye movement)

Voice power

  • Tone, Pitch & Inflection
  • Bringing power to speech
  • Assertiveness


  • Preparation – Objective, mind mapping
  • Determining when and how to use visual reinforcement
  • Achieving the goal

Training Method

The ISM Course Director will take each participant through a step-by-step process. This will be done through a highly charged, enjoyable three day course involving lectures, classroom exercises, role-plays, discussions and extensive accompanying course-notes (delegates are also expected to take their own personal extensive notes for future referral)


The course will have a maximum of 18 people who will be selected based on the type of business they are in and their job role to ensure a thorough mix of industries, ideas and experience.


Course Leader: Steve Halligan

Steve started his enviable career in sales and marketing in the UK selling computers at a time when nobody knew what they were! Over the last 25 years he has been involved in a variety of industries at senior management levels and now consults for some of the regions largest and most successful organisations. He has now been an ISM course director for over 5 years and in that time has primarily run our presentation skills and customer service excellence courses which he regularly conducts in Jordan, Saudi, Kuwait, Qatar and of course the UAE in virtually every type of industry.

He has been in Dubai since 1991 and during this time has gained unique insights into the issues that effect the implementation maintenance and development of effective customer service strategies and plans. He is also an acknowledged expert in the field of motivation having and is often found on the lecture circuit as a guest speaker on this most contentious issue. He has recently completed a Gulf Wide employee motivation survey and is currently writing a book on what motivates (or in many cases de-motivate) employees and what management can do to develop and implement more productive strategies.

His highly energetic and clear communication style helps to make what is a very complex issue, simple and understandable with actionable ideas and recommendations. He has worked with multi-national, local companies and several government bodies.

With the research tools he has developed, Steve has a wealth of data and case studies to support his training interventions.

His dynamic and infectious nature ensures that all course delegates leave with some new found knowledge or ability.