Advanced Interpersonal Communications

Course Outline

Duration: One Day

Unit 1 : Communication styles and methods

· Topic A: 0 Communication styles

· Identifying primary communication styles

· Identifying secondary communication styles

· Topic B: 0 Verbal and nonverbal communication

· Using verbal communication

· Using nonverbal methods

Unit 2 : First impressions and building rapport

· Topic A: 0 The importance of first impressions

· Identifying elements of a first impression

· Topic B: 0 Communicating to build rapport

· Building rapport

· Establishing credibility

· Topic C: 0 Building positive relationships

· Asking questions

Unit 3 : Building relationships through feedback

· Topic A: 0 The importance of providing feedback

· Using paraphrasing

· Topic B: 0 Providing feedback

· Providing positive feedback

· Providing constructive feedback

Unit 4 : Supervisors

· Topic A: 0 Understanding supervisor styles

· Handling ineffective supervisors

· Promoting an idea

· Topic B: 0 Handling human resource issues

· Negotiating a raise

· Handling resignation

Unit 5 : Colleagues and subordinates

· Topic A: 0 Communicating with colleagues

· Responding to a colleague’s idea

· Topic B: 0 Communicating with subordinates

· Refusing a subordinate’s request

· Handling dismissal

Unit 6 : Customers and vendors

· Topic A: 0 Communicating with customers

· Responding to complaints

· Topic B: 0 Communicating with vendors

· Rejecting a vendor’s proposal

· Complaining to a vendor

Unit 7 : Organizational culture

· Topic A: 0 Understanding organizational cultures

· Adjusting to the culture

· Discussing elements of organizational culture

· Identifying organizational culture

· Topic B: 0 Cultural networks

· Using cultural networks

· Discussing roles in cultural networks

· Topic C: 0 Managing physical culture

· Arranging meeting space

· Topic D: 0 Managing emotional culture

· Using positive language

· Encouraging initiative