Course Objectives
Interpersonal Communication Skills
Course Methodology
This course relies on self-analysis questionnaires so participants can find out and apply their preferred method of communicating with others. In addition, case studies, round table discussions as well as role plays will be used to make sure the contents of the course are clear and ready for implementation.
Course Objectives
By the end of the course, participants will be able to:
Apply the skills necessary to communicate in an effective manner
Demonstrate their ability to communicate across cultures
Employ techniques for listening actively and empathically
Manage interpersonal conflict
Handle feedback and criticism constructively
Target Audience
Employees, supervisors, managers and others seeking to improve their communication skills both on and off the job.
Target Competencies
Verbal and non-verbal communication
Influencing others
Assertiveness
Active listening
Building rapport
Networking and giving feedback
Conflict management
Course Outline
Effective communication
Introduction to communication
Communication levels and definitions
Communication functions
The 4 principles of interpersonal communication
Elements of the communication process
Communication delivery aspects
Non verbal communication
Building rapport
Where can miscommunication occur?
Barriers to effective communication
Overcoming communication barriers
The communication funnel
Communication across cultures
Improving cross-cultural communication: guidelines
'DiSC' personal development profile
Stages of team development
The arts of persuasion
Areas of growing your sphere of influence
Communicating within multi-cultural teams
Stages of team growth
Universal laws of persuasion: process
Active listening
Hearing versus listening
Active versus passive listening
Tips to improve active listening skills
3 aspects of active listening
Active listening skills inventory
Using different questioning techniques
Closed and open questions
Probing types questions
Pitfalls of leading questions
Communication behavior and conflict management
Assertive, passive and aggressive behaviors
Verbal and non-verbal components of communication behaviors
Conflict management
Types of conflicts
Sources of conflicts
Conflict management styles
Essential conflict management skills
Learning to say 'no'
Guidelines for applying 'no'
Constructive feedback and criticism
The value of feedback
Positive versus negative feedback
Giving constructive criticism
Receiving criticism
Effective communication
Introduction to communication
Communication levels and definitions
Communication functions
The 4 principles of interpersonal communication
Elements of the communication process
Communication delivery aspects
Non verbal communication
Building rapport
Where can miscommunication occur?
Barriers to effective communication
Overcoming communication barriers
The communication funnel
Communication across cultures
Improving cross-cultural communication: guidelines
'DiSC' personal development profile
Stages of team development
The arts of persuasion
Areas of growing your sphere of influence
Communicating within multi-cultural teams
Stages of team growth
Universal laws of persuasion: process
Active listening
Hearing versus listening
Active versus passive listening
Tips to improve active listening skills
3 aspects of active listening
Active listening skills inventory
Using different questioning techniques
Closed and open questions
Probing types questions
Pitfalls of leading questions
Communication behavior and conflict management
Assertive, passive and aggressive behaviors
Verbal and non-verbal components of communication behaviors
Conflict management
Types of conflicts
Sources of conflicts
Conflict management styles
Essential conflict management skills
Learning to say 'no'
Guidelines for applying 'no'
Constructive feedback and criticism
The value of feedback
Positive versus negative feedback
Giving constructive criticism
Receiving criticism