Communication Skills Masterclass: Become a Better Speaker

Explore the benefits of active listening by improving understanding, psychological safety and relationships, and learn why valuing ideas is key to high‑performing teams.

Discover six active listening skills—paying attention, withholding judgment, reflecting, clarifying, summarising and sharing—then practise them through real examples.

Master paraphrasing and reflecting feelings to signal understanding, build empathy and practise concise scripts for mirroring emotions and summarising without interrupting.

Learn to ask clarifying and open questions using effective formats to show curiosity, keep conversations collaborative and deepen understanding.

Develop emotional intelligence by reading facial expressions, tone and body language, and practise empathetic statements to respond thoughtfully and connect with others.

Apply active listening skills in a practical drill by role‑playing conversations, practising attention, clarifying questions and summarising to use them confidently in real interactions.

Understand passive, aggressive and assertive styles to cultivate open, respectful expression that maintains relationships, reduces aggression and achieves better outcomes.

Master expressing feelings and needs using 'I feel… when…' statements to prevent blame and keep conversations constructive, while practicing your own examples.

Learn the DEAR MAN framework to describe, express, assert, reinforce, stay mindful, appear confident and negotiate boundaries or support with clear examples.

Apply the DESC model to describe situations, express impact, propose solutions and conclude agreements, fostering collaboration instead of confrontation.

Learn practical scripts to say no by acknowledging requests, stating boundaries and offering alternatives, and apply reinforcement and negotiation to increase acceptance.

Practise assertive communication in role‑plays by declining extra work, addressing friends’ demands and negotiating deadlines, using frameworks to build confidence.

Identify feedback pitfalls like vagueness, judgment and assumptions, and learn why clarifying intent and impact is essential for building trust and fostering growth.

Learn the SBI model to clarify situations, describe specific behaviours and explain their impact, making feedback clear and non‑judgmental through examples.

Extend SBI into SBII by asking about intent with questions that open dialogue, prevent misunderstandings and foster compassionate leadership.

Learn how tone, timing and word choice in SBI reduce anxiety and defensiveness, use scripts for positive and corrective feedback, and respond empathetically to feedback.

Develop strategies to receive feedback without defensiveness by listening actively, asking clarifying questions and summarising, and learn how curiosity turns criticism into growth.

Practise giving and receiving feedback in role‑plays using SBI/SBII, with the instructor modelling both sides to refine your language and build confidence.

Explore competing, accommodating, avoiding, collaborating and compromising conflict modes, recognise your default style and choose the right approach for each situation.

Master high‑stakes conversations by starting with heart, clarifying goals and checking motives using Crucial Conversations techniques.

Learn to recognise unsafe conversations, restore mutual purpose and respect, separate facts from stories and tell your story tentatively to encourage dialogue.

Learn non‑violent communication with a four-step process to observe without judgment, identify emotions, link them to needs and make clear requests.

Develop de-escalation skills by using breathing, empathy and time-outs to keep tense discussions productive, and learn when to pause and when to probe gently.

Apply conflict models in role-plays, addressing performance issues, disagreements and sensitive topics, and practise creating safety, using NVC and choosing the right styles.

Establish ethical persuasion principles by respecting autonomy, avoiding deception and distinguishing persuasion from coercion, rooted in trust and credibility.

Apply reciprocity, scarcity and authority principles ethically by returning favours, valuing scarce resources and demonstrating expertise without false urgency or manipulation.

Harness commitment and consistency principles by asking for small commitments that build momentum and highlighting consensus without exaggeration to motivate action.

Build influence through liking and empathy by finding common ground, offering genuine compliments and mirroring language to strengthen rapport and connection.

Craft persuasive messages by opening strongly, supporting your point with reasons and stories, and using the Pyramid Principle and ethical persuasion techniques to motivate action.

Create and deliver a persuasive request or proposal using reciprocity, credibility and social proof ethically on camera, then reflect on authenticity through feedback.

Facilitate meetings by setting verbal agendas, summarising discussions, encouraging quieter voices and applying active listening and clear structures to keep them productive and inclusive.

Manage up, down and across by giving clear status updates, asking for resources and handling interruptions using assertive scripts and listening techniques.

Combine assertiveness and persuasion to negotiate workloads, scopes and agreements by framing proposals, addressing objections and achieving win-win outcomes.

Adapt your communication across cultures and remote settings by adjusting tone, pace and expectations, clarifying meanings and building rapport without relying on visuals.

Strengthen personal relationships by using DEAR MAN, NVC and active listening to discuss responsibilities, resolve misunderstandings and support loved ones.

Review and synthesise all frameworks, reflect on your growth and create a personal action plan to continue practising these skills while leaving a review to help others find the course.