Course Overview
To develop knowledge and understanding of the communication process
as required by a practicing or potential first line manager :
• Understand the communication process and relevant communication
media
• Know how to increase information awareness in the workplace
Assessment Criteria
• Outline the stages in
the communication process
• Identify possible barriers to communication in the workplace and
describe how each barrier could be overcome
• Understand different types of communication that could ensure
effective communication in the workplace and identify their
advantages and disadvantages
• Explain how non-verbal communications to influence the receiver
• Briefly explain how to use feedback to check the effectiveness of
communication
• Explain how to increase information awareness in own workplace
International
Curriculum
Unit 3.30 - Validated by ILM, the
Institute of Leadership & Management.
Course Outline
1 Introduction
2 Communication Theory And Skills
Activity 1
WORKBOOK
- Understanding communication
- The basics of communication
- Case study
- The message
- The channel
- Case study & exercise
- Noise
- Reducing noise and distortion
- Ensuring clear communication
- Choose your channel
- Comprehension Check
- Making Connections
- Think & Apply
The Need For Communication In The Organization
3 Organizational Communication
The Compelling Vision
Integrating Effort
Intelligent Decisions
The Healthy Community
Purposeful Organizational Communication
4 The Basics Of Good Communication
The Communication Process
- Sender Encodes
- Sender Selects Channel
- Receiver Decodes
- Feedback
- Nonverbal Communication
The Objectives Of Communication
Activity 2
5 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
6 Choosing A Method For Communicating
The Difficulties Of Language
Implied information or inferred instruction
Listening
-
Activity 4
Non Verbal Communication
- Space
Body Language
- Posture
- The Space Around You
- Gestures
- Facial Expression
- Eye Contact
- Summary
Joharis Window
- Activity 5
-
Activity 6
7 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
- Emphasis Changes Meaning
- Emphasis Distracts
- Emphasis Implies a Contrast
Probing Questions
Funneling
Conclusion