Course Objectives

• Recognize the communication importance
• Understand the Managerial Communication Matrix
• Understand the communication process model
• Understand the characteristics of effective communicators 
• Identify barriers to effective communication
• Recognize and assess his own communication style
• Understand of how his behavior impacts others and the way others respond to him
• Choose words that are appropriate for a particular situation 
• Use verbal and nonverbal techniques
• Learn techniques for giving and receiving constructive feedback
• Sharpen his listening skills
• Improve his telephone communication skills
• Solve problems
• Deal with conflict and build group commitment
• Work with difficult people
• Encourage new ideas

Course Outline

• Communication and Interpersonal Skills
• Importance
• Elements
• Methods
• Obstacles
• How to Recognize your Communication Ability
• The Managerial Communication Matrix
• Assertiveness Theory and Interpersonal Skills
• Listening Skills
• Speaking Skills
• Questioning Skills and Techniques
• New Workplace and Communication
• Understanding Perceptions and Expressing Emotions
• Dealing with Difficult People
• Identify the types of difficult people
• Understand why difficult people are difficult
• Deal with difficult people
• Use your communication skills to:
• Control your behavior
• Select appropriate ways of behaving
• Influence others behavior
• Give and receive feedback effectively
• Improve performance and manage others
• Carry out disciplinary procedures and interviews

• Action plan of how to deal effectively with difficult people and get results
• Verbal and Non-Verbal Skills as a Tool to Create Shared Meaning
• Motivation to Sustain Cooperative and Productive Work Relationships
• Emotional Control

Who Can Benefit?

• Those who want to improve their communication skills, analysts, customer service and support personnel, and managers