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Course Outline

Foundation Tools

  • Establishing clear communication objectives
  • Defining a mutual understanding of roles
  • Identifying the most effective requirements and processes for achieving communication goals
  • Leveraging common ground to foster successful interactions
  • Team Exercise

The Communication Process

  • Understanding the stages of communication
  • Preparing the message
  • Aligning the message with the context
  • Delivering the message
  • Recognizing barriers to communication
  • Communication Exercise-Case Studies

Communication Skills

  • Choice and Control
  • Emotional Intelligence
  • The Four Key Components
  • Building Trust
  • Establishing Rapport
  • Outcome Thinking
  • Listening for understanding
  • Expressing ideas without provoking
  • Questioning for specifics
  • Summarizing

Influencing

  • Expanding the Skill Set
  • The Influencing Framework
  • Guidelines
  • Personal Needs and Motivations
  • Influencing Strategy
  • Influencing Exercise-Planning and Practice

Challenging Situations Understanding and Managing Conflict

  • Communicating in a non-defensive manner
  • Communicating Exercise-Real Plays
  • Facilitating Team Communications
  • Addressing challenging behaviors
  • Team Exercise-Difficult Situations

Summary and Action Plans

  • Lessons learned and plans for ongoing development
 21 Hours

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