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Course Overview
This ILT
Series course teaches about interpersonal communication styles and
techniques. Participants learn how to ask and answer questions, use
nonverbal communication, give feedback, and empower employees. Learn
how to communicate with individuals who hold different positions in
an organization, such as peers, supervisors, subordinates, and
customers/vendors. Course activities also cover promoting ideas,
handling negotiations, and dealing with human resource issues.
Participants also identify an organization's culture, discuss how
communication can perpetuate a culture, define a cultural network,
and explore ways to take advantage of a cultural network. The manual
is designed for quick scanning in the classroom and filled with
interactive exercises that help ensure success.
Objectives
- Identify the elements
that influence first impressions, build rapport and establish
credibility with others, and build positive relationships.
- Use paraphrasing effectively and provide positive and constructive
feedback in a business setting.
- Identify the types of ineffective supervisors and use different
techniques to deal with them, and identify the steps necessary to
prepare for negotiating a raise and to resign a job.
- Identify the guidelines for communicating with colleagues, take
appropriate steps to apologize to a subordinate, and use appropriate
tactics to refuse a subordinate's request.
- Respond to customers' complaints and identify a proper way to
reject a vendor's contract without rejecting the vendor.
- Determine the nature of an organization's culture, use the
cultural network to your advantage and identify the characteristics
of the roles exhibited in a cultural network, select the elements of
physical culture that affect interpersonal communication, and
identify the ways in which managers can build a positive culture.
International
Curriculum
Course ILT Series: For 10
years, Axzo Press has enhanced training and education for
professionals, trainers, and students alike, through tested,
high-quality Instructor-Led Training courseware, business skills
texts, quick-reference tools, and custom job aids.
Course Outline
Unit 1 : Communication Styles and Methods
Topic A: Communication styles
A-1: Identifying primary communication styles
A-2: Identifying secondary communication styles
Topic B: Verbal and nonverbal communication
B-1: Using verbal communication
B-2: Using nonverbal methods
Unit 2 : First Impressions and Building Rapport
Topic A: The importance of first impressions
A-1: Identifying elements of a first impression
Topic B: Communicating to build rapport
B-1: Building rapport
B-2: Establishing credibility
Topic C: Building positive relationships
C-1: Asking questions
Unit 3 : Building Relationships through Feedback
Topic A: The importance of providing feedback
A-1: Using paraphrasing
Topic B: Providing feedback
B-1: Providing positive feedback
B-2: Providing constructive feedback
Unit 4 : Supervisors
Topic A: Understanding supervisor styles
A-1: Handling ineffective supervisors
A-2: Promoting an idea
Topic B: Handling human resource issues
B-1: Negotiating a raise
B-2: Handling resignation
Unit 5 : Colleagues and Subordinates
Topic A: Communicating with colleagues
A-1: Responding to a colleague’s idea
Topic B: Communicating with subordinates
B-1: Refusing a subordinate’s request
B-2: Handling dismissal
Unit 6 : Customers and Vendors
Topic A: Communicating with customers
A-1: Responding to complaints
Topic B: Communicating with vendors
B-1: Rejecting a vendor’s proposal
B-2: Complaining to a vendor
Unit 7 : Organizational Culture
Topic A: Understanding organizational cultures
A-1: Adjusting to the culture
A-2: Discussing elements of organizational culture
A-3: Identifying organizational culture
Topic B: Cultural networks
B-1: Using cultural networks
B-2: Discussing roles in cultural networks
Topic C: Managing physical culture
C-1: Arranging meeting space
Topic D: Managing emotional culture
D-1: Using positive language
D-2: Encouraging initiative |
