Course Overview
To develop knowledge and understanding of one-to-one communication
as required by a practicing or potential first line manager :
• Understand the impact
of non-verbal communication
• Understand the
importance of one-to-one communication
• Know how to conduct
interviews in the workplace
Assessment Criteria
• Identify a range of
non-verbal behaviors which can affect people in the workplace
• Explain the importance of one-to-one communication
• Understand methods of direct communication used in the workplace
• Explain the importance of succinct and accurate records of
one-to-one oral communication
• Explain how they could prepare for and plan an interview for a
specific situation in own organization
• Explain how to conduct interviews effectively, lawfully and
ethically
• Explain how they would evaluate that the interview had been
conducted effectively, lawfully and ethically
• Decide what record keeping is required for the type of interview
• Explain how they would provide feedback to the interviewee where
appropriate
International
Curriculum
Unit 3.32 - Validated by ILM, the
Institute of Leadership & Management.
Course Outline
Learning Outcomes And Assessment Criteria
Introduction
- The Age Old Dilemma
Activity 1
The Basics Of Good Communication
The Communication Process
Sender Encodes
Sender Selects Channel
Receiver Decodes
Feedback
Nonverbal Communication
The Objectives Of Communication
Activity 2
Barriers To Communication
Activity 3
Method
The Message Itself
The Way it is Received
- Perception,
- Jumping to Conclusions
- Stereotyping
- Lack of Knowledge
- Lack of Interest
- Emotions
- Personality
- Culture
Overcoming The Barriers
Non Verbal Communication
Space
Body Language
- Posture
- The Space Around You
- Gestures
- Facial Expression
- Eye Contact
- Summary
Joharis Window
Activity 5
Activity 6
Interviewing
Activity 7
Activity 8
Activity 9
The Interview
Preparation For The Interview
The Introduction
The Body Of The Interview
Closing The Interview
Interview Overview
Using Questions
Leading Questions
Emphasis
What is Emphasis
- Emphasis Changes Meaning
- Emphasis Distracts
- Emphasis Implies a Contrast
Probing Questions
Funneling
The Counseling Interview
Activity 10
Where do you start
What Next
The Discipline And Grievance Interviews
Guidelines For Handling Disciplinary Matters
Conducting A Disciplinary Interview
Grievance Interview Guidelines
- Preparation
- Conduct
- Course of Action
- Follow Up
The Appraisal Interview
- The Preparation
- The Interview
- The Summary
Setting Objectives
Areas For Objective Setting
Basic Rules for Objective Setting
Conclusion