Transcript Slide 1

CENTER FOR INTERPERSONAL
AND COMMUNICATION SKILLS
PROGRAM PROSPECTUS
Center for Interpersonal and
Communication Skills
Business Communication Skills
Effective Presentation Skills
Writing for Business
Effectively Managing Meetings
Conflict Management
The Power of Listening
The Psychology of Persuasion
Group Facilitation Skills
BUSINESS COMMUNICATION SKILLS
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
Program Overview
Your ability to successfully build effective work
relationships is the key to success in today’s complex
business environment. The challenge is discovering
how to work in a positive way that fosters the
achievement of organizational goals. The first step is
being aware of the differences among people and being
willing to accept these differences as positive forces
within an organization. And it all starts with you.
This program will prepare you to become a “conscious
communicator” who depends on consistent, respectful
and credible relationships to achieve results. You will
return to work better able to build constructive and
beneficial workplace relationships by learning how to
analyze situations and consciously select and use
productive communication strategies.
Return on Investment
•
Master the keys to excellent communication:
observe, listen, analyze, plan and communicate
•
Learn how to use direct and indirect messages
accurately
•
Develop flexibility in actions, thoughts and
feelings to better handle any situation
•
Avoid mistakes and conflicts that may result
from misinterpreting others or ineffective
listening
•
Build your self-esteem as you discover a new
self-awareness
•
Understand values, beliefs, attitudes and
perceptual processes
•
Understand emotions and how they translate
into emotional intelligence
•
Build better rapport and gain the trust of your
colleagues
•
Discover the basic competencies critical to solid
work relationships
•
Influence and motivate others to first-rate
performance
•
Identify
strengths,
weaknesses
and
opportunities in your workplace relationships
Who Should Attend?
Senior executives and managers who are advancing in
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
Program Focus
Effective Workplace Relationships
•
How do you build workplace relationships?
•
Behaviors that support or undermine these
relationships
•
Assessing your relationships
Communication and Perceptions
•
What is world view?
•
World view, perception and
relationships
•
Trust busters and how to fix them
•
Mirroring and rapport
workplace
Investigating Emotions and Emotional Intelligence
•
Social intelligence and multiple intelligences
•
Assessing your multiple intelligences
•
Improving work relationships through emotional
intelligence
Building Better Relationships with Ourselves and
Others
•
Self-awareness, self-esteem and self-concept
•
Case study to understand your styles—and how
to flex them
Relationship Building
•
Managing assumptions in order to build trusting
relationships
•
Consciously building trust at work
•
Developing and showing a positive attitude
Expressing Needs within Relationships
•
Expressing needs and influencing others
•
Performing an interpersonal needs inventory
•
The shape and sound of assertiveness
Relational Communication
•
Identifying your communication style
•
Sharpening verbal and nonverbal skills
•
Applying direct and indirect messages for more
flexible communication
•
Using feedback and questioning skills
Addressing Relational Change and Conflict
•
Practicing relational change
•
Selecting your conflict-resolution style
•
Planning to resolve conflicts assertively
•
Resolving conflicts with the relationship in mind
EFFECTIVE PRESENTATION SKILLS
Program Overview
This program is designed to give you confidence when
delivering presentations and teaches you how to
connect what you know about your subject with what
your audience needs – in ways that clarify and inspire.
During this program you will learn how to overcome,
Program Focus
The Purpose of Presentations
•
Different types of presentations
Setting Up Your Presentation
•
Define your objective
•
Understand your audience
•
Understand your presentation’s context
and use problems to your advantage in order to give
maximum impact with presentations.
Determining Content and Structure
•
Decide what to say
Organizing Your Presentation
•
How to add interest
•
Make your presentation persuasive
•
How long should a presentation be?
Return on Investment
•
Build presentations that create maximum impact
•
Use your nerves to enhance your presentation
•
Choose the right visual aids
•
Use your voice to greater effect
•
Recognize and transform problem areas
•
Handle your audience with confidence
•
Explore how body language affects delivery
•
Assess how to package the message content to
improve impact
Using Visuals
•
Choose the media for your visuals
•
Effective visuals
Rehearsing
•
Overcome your fear of presenting
•
Rehearse for the presentation
•
Prepare mentally and physically
Presenting Effectively
•
How to speak effectively
•
How to use your voice effectively
•
How to project a positive image
Handling Questions
•
Preparing for questions
•
When should I answer questions?
•
What if I don’t know the answer to a question?
Who Should Attend?
Senior executives and managers who are advancing in
Making Group Presentations
•
Making presentations with a group
•
A typical group presentation flow
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
Evaluating Your Presentation
•
Evaluate prior to the presentation
•
Evaluate during the presentation
•
And yes, evaluate after the presentation
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
WRITING FOR BUSINESS
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
Program Overview
Many of the managers’ and executives’ functions
involve written communication, and are part of your
daily responsibilities. In addition, people judge you by
the way you write. It is a reflection of your professional
image. Therefore, the ability to express yourself clearly
and accurately in writing has a direct impact on your
success in your job.
Program Focus
Writing from the Readers’ Point of View
•
How your company benefits from reader-centered
documents
•
How your readers benefit from reader-centered
documents
•
How you benefit personally from reader-centered
documents
This program focuses on the essential elements of
effective business writing and shows how putting the
readers’ needs first can help take the headache out of
writing, and in doing so helping you extend your
influence as an employee. In this topic, you will learn
how to organize your thoughts, write a complete first
draft, and make your everyday e-mails, memos, and
reports useful, logical, and compelling.
Using Start-up Strategies
•
Do your research
•
Choose the best start-up strategy for your task
•
Starting a document by questioning
•
The traditional outline, the brainstorm outline, free
writing
Return on Investment
•
Understand the essential characteristics of good
business writing
•
Develop efficient sentences and paragraphs
•
Examine the basic steps to effective writing
•
Understand how to use words for maximum
effect
•
Know some common grammatical errors to
avoid
•
Focus on the elements required to produce
effective letters, memos, E-mail, job
procedures, guidelines, and reports
Organizing Material According to Purpose
•
Consider the needs and preferences of your
audience as you decide how to organize the content.
•
Frequently used organization methods
•
When method Is appropriate
•
The chronological method, the process method, the
spatial arrangement method, the compare and
contrast method, the specific-to-general or generalto-specific method, and the analytical method
Writing the First Draft
•
First, get it written. . . then get it right
•
Begin where you feel most comfortable
•
Developing smaller writing tasks or writing in
"categories" can make the draft more manageable
•
Certain categories prove useful over and over
•
Standard parts of a formal proposal
Editing for Content and Style
Who Should Attend?
Senior executives and managers who are advancing in
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
E-Mail Is Writing, Too!
•
Start with the subject line
•
Create effective e-mail messages
•
Make the purpose of the message clear.
•
Be concise and precise.
•
Remember your audience.
•
Keep your formatting simple.
•
Know when not to send an e-mail
EFFECTIVELY MANAGING MEETINGS
Program Overview
Meetings are a key tool in the successful management
of business activities. All too often time and effort is
wasted by calling and attending meetings which are not
well prepared, have no clear purpose and where
attendees fail to participate in making decisions.
This program aims to assist in dealing with those
aspects which inhibit the effectiveness of meetings and
emphasize the best practices which make meetings
successful.
This program covers meetings from start to finish –
when to meet, how to plan for a meeting, how to keep a
meeting on track, as well as how to do proper follow-up.
Return on Investment
•
Learn how to plan and prepare meetings
•
Understand techniques in how an effective
meeting should be run
•
Discover how to get the best practical benefits
from a meeting
•
Study best practice at managing effective
meetings
•
Explore the key aspects of effective preparation
•
Practice running meetings
•
Develop techniques for handling effective
outcomes from meetings
•
Develop techniques at dealing with difficulties
and conflicts arising from meetings
Program Focus
Types and Purposes of Meetings
•
What do you want to accomplish?
Preparing for a Meeting
•
Create an agenda
•
Plan the setting and location
•
Do your homework
How Groups Reach Decisions
•
A decision by the leader
•
Voting by majority
•
Group consensus
•
How do you know when you have a genuine
consensus?
Conducting a Meeting
•
What should the basic ground rules include?
•
Follow the agenda
•
Make sure people participate
•
Be aware of yourself as the leader
When Bad Things Happen to Good Meetings
•
Become an active listener
•
If the group is not addressing an issue directly
or is focusing on one issue to the exclusion of
others,
•
Other hats leaders wear
End Matters
•
When to end
•
How to end
Following Up After a Meeting
•
Developing an action and communication plan
•
What goes into a follow-up memo?
Who Should Attend?
Senior executives and managers who are advancing in
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
Virtual Meetings
•
Video-conferencing
•
Audio-conferences with Internet support
•
Web-conferencing
•
Chat rooms and other live Web connections
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
CONFLICT MANAGEMENT
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
Program Overview
People can face almost any problem except the
problem of people. They work long hours, face
declining business, even the loss of a job, but they can't
deal with the difficult people in their lives. This program
will provide you with some strategies you can adopt, at
work and in your personal life as well. This program will
help you identify your style and if you may be
contributing to some difficult interactions.
Return on Investment
•
Learn innovative, solutions-driven approach to
the inevitable conflicts that arise at work
•
Discover practical, proven alternatives that you
can harness in the most difficult and frustrating
situations
•
Change the way you react and manage conflict
when it does occur
•
Experience an incredible, positive change in
yourself
•
Master your own emotions and the calm in the
center of the storm
Who Should Attend?
Senior executives and managers who are advancing in
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
Program Focus
•
How to uncover “hidden” resentments and
learn what’s really creating conflict
•
The “escalation scale” — how to prevent
disagreements from turning into arguments
•
Steps you can take right now to “repair”
relationships damaged by past conflicts
•
The secret to keeping poise and control when
everyone around you loses them
•
Emotional “first aid”: Innovative practices that
help you get control in the crucial first minutes
of a crisis
•
Antagonists, blamers, complainers … set
yourself free from the traps these difficult
people set for you
•
“Crisis communicating”: Talk your way through
even the most difficult of conflicts, and reach
an acceptable compromise
•
How to predict a problem situation before it
reaches the crisis stage — and avert it entirely
•
Self-destructive behaviors: find out how you
can be “your own worst enemy”
•
Stress and anger: identify and eliminate your
own deadly “triggers”
•
How to transform the negative energy of anger
into a positive, productive force
•
How your individual personality drives your
emotional responses
•
Is it a “put-down” or constructive
criticism? How to tell the difference
•
Sinister sarcasm: how to deal with someone
who veils insults with flattery
•
How
to
relax
—
quick!
5 minutes is all you need to relieve the tension
and anxiety of conflict
•
“Placing blame”: how this common, destructive
habit can lead you to disaster
•
Physical symptoms of anger — know them,
and you’ll be able to “warn yourself” of an
impending emotional surge
THE POWER OF LISTENING
Program Overview
The ability to listen is critically important for your
success. But few know how to really listen - to focus,
receive, respond to, retain and retrieve vital information.
Now get more benefit - and less frustration and
disappointment - from business interactions. Learn to
bar distraction, increase response and feedback, and
remain fully "present." This program takes you beyond
listening importance, nature and understandingfunction to develop its influence-potential to motivate
others to more authentically communicate themselves thus creating more efficient and productive dialogue.
This participatory workshop explores the knowledge,
attitudes, and skills you need to become more effective
in verbal communications. You will examine the
listening process, assess your listening strengths and
needs, develop effective listening techniques and
strategies, and more.
Return on Investment
•
Examine the listening process
•
Assess your listening strengths and needs
•
Develop effective listening techniques and
strategies
•
Identify non-supportive listening attitudes and
behaviors
•
Harness and apply the power of listening
•
Discover a powerful communication model for
turning all interactions into productive
outcomes
•
Listen actively and show interest and concern
•
Clarify meaning and verify information to
minimize misunderstanding and wasting time
•
Foster positive attitudes by providing effective
feedback
Who Should Attend?
Senior executives and managers who are advancing in
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
Program Focus
Self Appraisal:
•
Identify a range of verbal and non-verbal factors
which affect others
•
Examine current work relationships and identify
problem areas
•
Explore and satisfy individual needs; personal
barriers
Conversation Openers:
•
The first impression
•
The importance of the initial stages of
conversation
•
How a lack of listening at this stage can prove to
be damaging
Passive Listening:
•
The use of eyes and acknowledgement tools
•
Learning to be controlled when confronted with
a passive listener
•
The tendency to over-compensate with unneeded phrases and words
•
Holding the listener’s gaze
Acknowledgement Responses:
•
Appropriate expressions and kinetics
•
Paralinguistic
•
Supportive
acknowledgement
responses
keeping the speaker at ease
Communication Breakdown:
•
Background interference
•
How misunderstandings, misconceptions and
poor judgment are the probable outcome of
interference
•
Judgmental interference
•
Critical responses
Active Listening:
•
Reflective listening rephrasing pertinent points
and returning them to the speaker
•
Using reflective listening in conjunction with
passive listening
•
The prevention of misunderstanding
Listening Skills:
•
The essence of communication in listening
•
Reading and understanding
•
The fundamental advantage of reflective
listening
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
THE PSYCHOLOGY OF PERSUASION
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS
Program Overview
Formal authority no longer gets managers as far as it
used to. To do their job – accomplishing work through
others – managers must develop and use persuasion
skills rather than simply issue orders.
Program Focus
What Is Persuasion?
•
Why is persuasion important?
•
The elements of persuasion
•
The ethics of persuasion
During this program, you will learn how to master the
art and science behind successful persuasion – and
begin changing others’ attitudes, beliefs, or behavior to
create win-win solutions.
Building Your Credibility
•
The credibility equation
•
Trust
•
Expertise
Understanding Your Audience
•
Identify decision makers, key stakeholders, and
influencers
•
Analyze your audience's receptivity
•
Determine decision-making styles
Return on Investment
•
Understand what persuasion is
•
Build your credibility
•
Gauge your audience's receptivity to your ideas
as well as their decision-making style
•
Appeal to listeners' sense of logic and connect
emotionally with them
•
Overcome resistance to your ideas
•
Activate persuasion "triggers," or mental
shortcuts your audience may take to decide
whether to support your ideas
•
Prompt your listeners to persuade themselves
to back your proposals
Who Should Attend?
Senior executives and managers who are advancing in
their organizations, and senior managers who need to
extend their knowledge of business fundamentals will
all gain a solid foundation of practical business
knowledge and skills.
Winning Your Audience's Mind
•
Structure your presentation effectively
•
Provide compelling evidence
•
Spotlight benefits your listeners value
Winning Your Audience's Heart
•
Vivid descriptions
•
Metaphors
•
Analogies
•
Stories
Overcoming Resistance
•
Identify resisters' interests
•
Understand resisters' emotions
•
Listen to resisters' concerns
•
Ensure that your verbal and nonverbal
messages are consistent
•
Present resisters' viewpoints before your own
Understanding Persuasion Triggers
•
Contrast / Liking / Reciprocity / Social proof
•
Commitment and consistency
•
Authority
•
Scarcity
Leveraging the Power of Audience Self-Persuasion
•
Visualization / Questioning / Active listening
GROUP FACILITATION SKILLS
Program Overview
Facilitation is fast becoming a key skill for anyone who
is in a team, leading a project team, heading up a
working group or managing a department. Facilitation is
the skill, and art of guiding others to solve their own
problems and achieve their objectives without simply
giving advice or offering solutions. A facilitator provides
the structure and process – enabling groups to function
effectively and make high-quality decisions.
This program is highly participative and is designed to
help delegates achieve a practical understanding of the
process and skills of facilitation.
Return on Investment
•
Appreciate the benefits and applications of
facilitation in the workplace
•
Be able to differentiate between process and
content facilitation
•
Identify the core practices and skills required for
effective facilitation
•
Understand how to stimulate group participation
and positively handle conflict
•
Understand the benefits and uses for focus
groups
•
Develop the key skills of a facilitator
•
Understand and effectively deal with group
dynamics
•
Effectively facilitate a focus group
Who Should Attend?
Anyone who intends to lead a variety of focus groups,
project meetings or working groups and wishes to
become more effective at guiding people to solve
problems and make decisions.
Program Focus
Introduction
•
What are the objectives for the task?
•
What are your objectives?
•
Types of focus group
•
The role of a facilitator
Preparation
•
Putting together aims and objectives
•
Identifying group 'ground rules'
•
Selecting group members
•
Venue, materials and techniques
Facilitator skills
•
Listening, questioning and probing
•
How to generate ideas and thoughts
•
Idea and solution generation techniques
•
Decision making techniques
•
Creativity techniques
•
Establishing and retaining control
•
Staying ahead
•
Importance of feedback
•
Increasing personal impact and creditability
•
Maximizing verbal and visual communication
skills
Group Behavior
•
Understanding group dynamics
•
Diagnosing the development of a group
•
Dealing with group conflict
•
Dealing with individual behavior
•
Group size and participation
Facilitating a group
•
Setting 'ground rules'
•
Establishing the objectives
•
Encouraging discussion
•
Avoiding negativity
•
Handling group dynamic 'problems' (examples:
attention seekers, silence, off track discussions,
dominating characters)
•
Closing the group down
CENTER FOR
INTERPERSONAL
AND
COMMUNICATION
SKILLS