Communicating One to One

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