MG84
Course Contents
Module 1 - Communication and Building Rapport in Today’s Workplace
Key Topics
- The Communication Process: defining successful communication and its components
- The importance of interpersonal communication and its benefits in relationship building
- The different forms communication take and communication barriers
- Barriers to Communication – Our Filter. Behaviours vs. Intentions vs. Images and their influence on our perceptions
- The Three V’s of Communication: verbal, vocal, visual
- Communication success factors with co-workers, employees, and managers
Module 2 - Understanding our Own Communication Patterns/Styles
Key Topics
- The attitudes of communication/negotiation and their application
- Moving toward your goal in a conversation (and on the telephone)
- Acknowledging others using emphatic listening
- Encouraging others to speak more and express themselves
- Using questions to obtain shared meaning and build relationships
Module 3 - Being an Active Listener and Using Questioning Skills
Key Topics
- The attitudes of communication/negotiation and their application
- Moving toward your goal in a conversation (and on the telephone)
- Acknowledging others using emphatic listening
- Encouraging others to speak more and express themselves
- Using questions to obtain shared meaning and build relationships
Module 4 - Informing, Directing, and Influencing Others
Key Topics
- Distinguish between the informing and directing skills
- Influencing the behaviors of those who do not directly report to you
- Maintaining your emotional control to develop effective communications with others
- Using assertive strategies when communicating with others and avoiding or controlling aggressive ones/conflict situations
- Responding to criticism you get from others
- Non-verbal communication
Module 5 - Constructively Criticizing the Behaviors of Others, Communicating in Groups and Handling Complaints
Key Topics
- Working with challenging and difficult colleagues, customers, employees etc. – how to work towards consensus and continuous improvement
- Using your communication skills in group settings: presenting etc.
- Handling complaints
- Action planning – developing an action plan for using the program skills back on the job
