Key Learning Objective:
Develop effective communications skills that build positive interactions with others
Days: 1
Prerequisites: None
Communication styles and methods
Communication styles
• Identifying primary communication styles
• Identifying secondary communication styles
Verbal and nonverbal communication
• Using verbal communication
• Using nonverbal methods
First impressions and building rapport
The importance of first impressions
• Identifying elements of a first impression
Communicating to build rapport
• Building rapport
• Establishing credibility
Building positive relationships
• Asking questions
Building relationships through feedback
The importance of providing feedback
• Using paraphrasing
Providing feedback
• Providing positive feedback
• Providing constructive feedback
Supervisors
Understanding supervisor styles
• Handling ineffective supervisors
• Promoting an idea
Handling human resource issues
• Negotiating a raise
• Handling resignation
Colleagues and subordinates
Communicating with colleagues
• Responding to a colleague’s idea
Communicating with subordinates
• Refusing a subordinate’s request
• Handling dismissal
Customers and vendors
Communicating with customers
• Responding to complaints
Communicating with vendors
• Rejecting a vendor’s proposal
• Complaining to a vendor
Organizational culture
Understanding organizational cultures
• Adjusting to the culture
• Discussing elements of organizational culture
• Identifying organizational culture
Cultural networks
• Using cultural networks
• Discussing roles in cultural networks
Managing physical culture
• Arranging meeting space
Managing emotional culture
• Using positive language
• Encouraging initiative