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Workplace Communication Skills

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• Description: Poor communication is often blamed for discord, errors, and misunderstandings in the workplace. In fact, and more correctly, poor communication of intent causes these problems. They occur when people are unwilling to say exactly what they mean, or what they want. They also occur when there is a reluctance or an inability to get clarification of another person's intent. These situations can be avoided by using certain communication techniques to establish intent, both other people's intent, and your own. This course covers the three prime strategies that will enable you to do this.
  By speaking assertively, you can make your intentions clear, and in this course you will have the opportunity to practice several assertive communication techniques. Similarly, the course will demonstrate how to give constructive criticism on the behavior of others, and how to receive criticism on your own behavior positively.
  Finally, the course covers the skill of questioning. You will learn how to use questions in a non-threatening way to direct or encourage a conversation, to uncover hidden feelings or motives, and to persuade. Effective questioning is one of the most valuable communication skills of all.
• Target audience: Those people in roles which depend on the ability to influence colleagues, senior managers, or clients. Also, anyone who has responsibility for managing, supervising, or leading staff.
• Estimated Duration: 3.0 hours
• Lesson Objectives: Lesson Overview
  • identify the benefits of using assertive communication in the workplace.
  The Principles of Assertiveness
  • determine which communication mode or modes are being used, based on examples of verbal and nonverbal behavior.
  An Assertive Response
  • use the most appropriate assertive response or responses within a given scenario.
  • match the four assertive response types to their applicable situations.
  Assertive Interpersonal Negotiation
  • use the most appropriate assertive communication technique to negotiate a preferred outcome in a given scenario.
  • classify instances of assertive interpersonal negotiation, based on the technique demonstrated.
  Lesson Overview
  • identify the benefits of being able to give and receive criticism positively.
  Constructive Criticism or Personal Attack?
  • classify examples of criticism, constructive criticism, feedback and personal attack.
  Giving Constructive Criticism
  • give acceptable constructive criticism to a co-worker, within a given situation.
  • recognize the five essential criteria for giving acceptable constructive criticism.
  Receiving Criticism Positively
  • use the appropriate techniques to receive criticism positively within a given scenario.
  • identify some of the essential decisions behind the positive reception of criticism.
  Lesson Overview
  • recognize the benefit of questioning in interpersonal communication.
  Questions to Direct the Conversation
  • use open and closed questions to gain the required information in a given situation.
  • identify questions as being either open or closed.
  Questions to Explore
  • recognize examples of exploratory questions.
  Questions to Persuade
  • use appropriate leading questions to persuade another person to take action, within a given situation.
  • recognize leading questions.
  

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