“The
most immutable barrier in nature is between
one
man’s thoughts and another’s.” –William James
Human
relations and interpersonal communication skills are essential to working
effectively in an organization.
Personality conflicts or communication interference causes friction
between people, which can drastically reduce productivity.
This course seeks to help participants understand the nuances of
relating to people in a professional manner.
Learning
Objectives
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Gain
an understanding of the interpersonal skills necessary to succeed in
their positions as supervisors and coaches
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Learn
how to maximize their effectiveness as a supervisor through the
development of their communication skills
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Learn
how to get the most out of those that work for and with them
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Understand
the importance of and practice such skills as coaching, listening,
dealing with conflict, giving constructive criticism, problem
solving and the art of persuasion
Audience
This course is specifically
designed for managers, supervisors, team leaders, department heads and
others in the organization that need good communication skills for
relating to peers and employees.
Course
Outline
Module
One: A Human Relations Style
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Styles
of behaving toward others
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The
aggressive, passive and human relations styles
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The
behavioral style continuum
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Small
group exercises: Identifying styles |
Module
Two: Creating a Positive Work Environment
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Three
lessons about positive actions
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Why
employees don’t praise each other at work
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Giving
praise to employees
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Video-taped
role play exercise: practice, taping, feedback |
Module
Three: Listening for Effectiveness
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Characteristics
of poor listeners
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Poor
listening habits
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Barriers
to listening
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Techniques
to overcome listening barriers
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Three
rules for listening
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Showing
understanding
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Small
group exercises: Changing listening habits |
Module Four: Dealing
with Conflict and Criticism
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Two
skills for taking criticism from others
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Absorbing
criticism
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Examples
of “Fogging”
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Clarifying
criticism
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Video-taped
role play exercise: practice, taping, feedback |
Module Five: A
Problem Solving Style
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Typical
reactions when employees are criticized
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What
is criticism
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The
Problem Solving Style instead of Criticism
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Video-taped
role play exercise: practice, taping, feedback |
Module Six:
Using Persuasion with Employees
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Persuasion
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The
benefits of persuasion
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Persuasion
cases: small group exercise
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Video-taped
role play exercise: practice, taping, feedback
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Action
step exercise: Individual plans to apply skills at work |
Program
Format- 3 Days
This
course is not a theoretical course -- it is built around practical skills
that make the difference between effective and dysfunctional work groups.
In teaching each skill, we present the learning point, illustrate
its advantages and give examples of demonstrations.
Each participant then practices and gains confidence in using the
skills. We use videotaped role-play, exercises and case studies to
give participants “hands-on” skills practice.
Participants receive instructor and peer feedback and develop a
plan for on-the-job reinforcement of the skills.
We
recommend spacing the training with two to three weeks between training
days. This provides an
opportunity for participants to practice the skills on-the-job through
homework assignments. The
first part of each training day will be dedicated to sharing homework
assignments with the group for feedback and recommendations.
The optimum class size is 16 participants.
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