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Overview:
To a great extent, professional effectiveness is a product of one's
capacity to interact with others. This training program is designed for
those who choose to successfully use their communication skills to
increase their job performance.
Participants will gain knowledge of interpersonal
communication theory and increase their sensitivity to personal
communication styles. You will learn how to be an active listener, how
to apply various response styles, and how to apply these new skills to
verbal, non verbal and written communications.
Learn:
The topics included in this program will be:
personal power, genuineness, integrity, and clarity in professional as
well as personal relationships. We will concentrate on ways to replace
our tendencies to be judgemental with stronger listening and
understanding.
Through discussion, structured experiences, and
the application of theoretical models, you will gain insight into your
own behavior and you will become better able to interact effectively in
social and professional situations.
Objectives:
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Recognize the power of
communication.
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Understand how problems
develop due to poor listening techniques.
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Learn the components of
effective listening, including active and reflective listening.
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Manage and redirect conflict
and defuse volatile situations.
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Provide and accept
constructive criticism without offending.
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Learn how to ask the right
questions to critique and clarify a situation.
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Enhance your knowledge of
nonverbal communication including facial, body, and spatial
expression.
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Apply what you learn toward
the written word in letters, memos, and reports.
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Know how to use the last
resort.
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Translate what you learn
into action.
Outline:
Verbal Communication
A. Attitude And
Influence
1. Components of effective listening
2. Barriers (evaluation)
3. Gateways (listening and understanding)
a. I think, therefore, I am not listening
B. Constructive
Feedback
1. Effects of ineffective feedback
2. Components of constructive and effective feedback
3. Techniques
a. critiquing through questions without criticizing
C. Giving
Instructions
1. Choosing the right words and questions
a. one-way vs. two-way communication
b. ebb and flow with and without feedback
D. Presentations
1. Interacting with large groups of people
2. Avoiding the use of semantics and technical jargon
3. Listening more actively
a. active and reflective listening
E. Other
Communication Interactions
1. Uses and abuses of persuasion
2. Management and the re-direction of conflicts
a. being able to diffuse a volatile situation
Non-Verbal Communication
A. Facial Expression and Eye Contact
1. Emotions (overtone) conveyed
2. Judgments implied
B. Body
Expression and Physical Contact
1. Spatial orientation (proxemics)
2. Intentionality, overtone, intensity, and depth conveyed
C. Para-language
(vocal intonation)
D. Dress and
Appearance
E. Cultural
Differences
1. Traits and backgrounds (social experience)
2. Chronemics (how time is considered a message)
Written Communication
A. Organization
1. Writing drafts
2. Tone and tenor
B. Types Of
Written Communication
1. Letters, memos and reports
a. Kiss (keep it short and simple) while always
accentuating the
positive
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