OBJECTIVES:
 

1. Acquire the skills necessary for communicating in an effective manner.
2. Improve their ability to communicate across cultures.
3. Employ techniques for listening actively and empathically.
4. Communicate in an assertive manner.
5. Manage interpersonal conflict.
6. Handle feedback and criticism constructively.

WHO SHOULD ATTEND?
 

Employees, supervisors, managers and others seeking to improve their communication skills both on and off the job.

PROGRAM TOPICS:

Effective Communication:
 

• Introduction to Communication
• Elements of Effective Communication
• Qualities of Effective Communicators
• The Communication Process
• Communication Beyond Words
• Sources of Miscommunication: Barriers
• Overcoming Communication Barriers

Communication Across Cultures:
 

• Improving Cross-Cultural Communication: Guidelines
• Managing Perceptions and Biases
• Understanding Communication Styles
• The Cross-Cultural Communication Skill Set
• Communicating within Multi-Cultural Teams
• Universal Laws of Persuasion: Process

Active Listening:
 

• Hearing versus Listening
• Mastering Active Listening
• Asking the Right Questions
• Five Probing Techniques
• Pitfalls of Leading Questions

Communication Behavior and Conflict Management:
 

• Passive, Aggressive and Assertive Behavior
• Verbal and Non-Verbal Elements of Communication
• Understanding Conflict: Sources
• Conflict Management Styles
• Mastering Conflict Management Skills
• Learning to Say No

Constructive Feedback and Criticism:
 

• The Value of Feedback
• Positive and Negative Feedback
• Giving Constructive Criticism
• Dealing with Negative Criticism