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Course Outline

Foundation Tools

  • Define clear communication objectives
  • Ensure mutual understanding of roles
  • Clarify the most effective requirements and processes for achieving communication outcomes
  • Recognize and leverage common ground for successful interactions
  • Team Exercise

The Communication Process

  • Stages of Communication
  • Message preparation
  • Tailoring the message
  • Delivering the message
  • Barriers to communication
  • Communication Exercise-Case Studies

Communication Skills

  • Choice and Control
  • Emotional Intelligence
  • Four Key Components
  • Building Trust
  • Establishing Rapport
  • Outcome Thinking
  • Listening for understanding
  • Expressing ideas without provocation
  • Questioning for specifics
  • Summarizing

Influencing

  • Expanding the Skill Set
  • Influencing Framework
  • Guidelines
  • Personal Needs and Motivations
  • Influencing Strategy
  • Influencing Exercise-Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating non-defensively
  • Communicating Exercise-Real Plays
  • Facilitating Team Communications
  • Managing Dreaded Behaviors
  • Team Exercise-Difficult Situations

Summary and Action Plans

  • Key lessons and plans for ongoing development
 21 Hours

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