Course Objectives
Organizational and Departmental Communication - Virtual Learning
Course Methodology
This course relies on the use of self-evaluation exercises aimed at helping participants discover their preferred communication style. The course also features the use of a number of case studies, practical exercises and presentations by participants followed by group discussions.
Course Objectives
By the end of the course, participants will be able to:
Identify effective frameworks for constructive interdepartmental communication
Demonstrate excellent internal customer service skills
Use proactive approaches to simplify work processes between departments
Apply different team building models to create alignment within the organization
Solve interdepartmental conflict by identifying and removing communication barriers
Develop a plan for enhancing overall organizational communication
Target Audience
Managers, supervisors and professionals who interact with other departments, teams or business units.
Target Competencies
Relating to others
Gaining commitment
Teamwork
Collaboration
Role awareness
Conflict resolution
Course Outline
Organizational communication
Definition of interdepartmental communication
Direction of communication within an organization
Formal versus informal communication
The organizational grapevine
Organizational culture and its effect on performance
Levels of company culture
Determining the strength of company culture
Organizational values and attitudes
Communication blockers
Internal customer service
Internal customer service definition
Importance of excellent internal customer service
The service profit chain
Silo mentality
Breaking down the silo
The service quality factors
Building rapport with internal customers
Handling customer complaints
Simplification of work processes between departments
Signs of complicated or inefficient processes
Simplifying work processes
Work simplification stages
Data analysis and evaluation
Work Breakdown Structure (WBS)
Interdepartmental team building
Removing the 'us-against-them' mindset
Building an interdepartmental team
Characteristics of successful teams
Team cohesiveness
Team building models and applications
Creating alignment between different units
The power of synergy
From working alone to working in teams
Resolving interdepartmental problems and conflicts
Identifying departmental problems
Problem solving techniques
Resolving interdepartmental conflict
The positive side of conflict
Conflict and team performance
Conflict management styles
Efficient and effective organizational communication
Effective organizational communication
Choosing the right communication medium
Information richness of different channels
Eliminating communication overload
Signs of inefficient communication
Organizational communication
Definition of interdepartmental communication
Direction of communication within an organization
Formal versus informal communication
The organizational grapevine
Organizational culture and its effect on performance
Levels of company culture
Determining the strength of company culture
Organizational values and attitudes
Communication blockers
Internal customer service
Internal customer service definition
Importance of excellent internal customer service
The service profit chain
Silo mentality
Breaking down the silo
The service quality factors
Building rapport with internal customers
Handling customer complaints
Simplification of work processes between departments
Signs of complicated or inefficient processes
Simplifying work processes
Work simplification stages
Data analysis and evaluation
Work Breakdown Structure (WBS)
Interdepartmental team building
Removing the 'us-against-them' mindset
Building an interdepartmental team
Characteristics of successful teams
Team cohesiveness
Team building models and applications
Creating alignment between different units
The power of synergy
From working alone to working in teams
Resolving interdepartmental problems and conflicts
Identifying departmental problems
Problem solving techniques
Resolving interdepartmental conflict
The positive side of conflict
Conflict and team performance
Conflict management styles
Efficient and effective organizational communication
Effective organizational communication
Choosing the right communication medium
Information richness of different channels
Eliminating communication overload
Signs of inefficient communication