AMC

EFFECTIVE COMMUNICATION SKILLS IN THE WORK ENVIRONMENT

Course Code: MN35

Course Objective

• Use advanced communication tools and skills to deliver various types of messages
• Discover the different personal listening styles and identify their own
• Practice and use assertiveness skills in different situations
• List the main causes for boring and ineffective presentations and ways for overcoming them
• Project the right verbal and non-verbal characteristics essential in powerful presentations
• Pinpoint the main reasons that lead to Public Speaking Anxiety (PSA) and ways for eliminating them prior to presenting
• Define and understand the different sources of conflict
• Identify personal conflict resolution styles
• Manage conflict in teams and engage in effective team problem solving

Target Audience

• Verbal and non-verbal communication
• Proactive listening
• Building rapport
• Influencing, inspiring and persuading others
• Providing and receiving feedback
• Assertiveness
• Presentation design and delivery
• Public speaking

Course Outline

Day 1: Defining effective communication

• Communication: definition and characteristics
• Myths about communication
• Communication functions
• The four laws of communication
• Evolution of communication
• Communicating for results
• Understanding elements of communication
• Mehrabian’s 55-38-7 rule
• Overcoming communication anxiety and other obstacles
• Communication etiquette

Day2: The art of listening

• Common listening issues
• Guidelines for effective listening
• Effective listening and paraphrasing techniques
• Understanding different listening styles: active versus passive styles
• Improving the information recall rate
• Assessing personal listening profiles

Day3: Body language in communication

• The hands, legs and the eyes
• To move or to stay put?
• Tips for effective body positioning
• Guidelines for animating the legs and hands
• Characteristics of captivating verbal delivery
• Avoiding clichés and euphemisms
• The dangers of smart casual
• Dress and appearance: what are the rules?

Day4: Public Speaking Anxiety (PSA)

• Reasons why most people get nervous
• Adrenalin and its effect on presentations
• Dealing with PSA: short and long term solutions
• What do great presenters do?

Day5: Definitions of conflict

• Nature and scope of conflict management
• Misconceptions about conflict
• Sources of conflict
• Positive and negative factors of conflict
• When conflict comes between you and your desired results
• Thomas–Kilmann conflict resolution mode instrument
• Scoring and interpretations
• Ways of coping with conflict
• Assumptions and outcome of conflict
• Managing conflicts and using appropriate style for more effective outcomes
• Approaches to conflict resolution
• Giving and receiving feedback
• Assumptions in disagreement
• Creating a collaborative work environment for faster and better results
• The design of financial models for forecasting and decision-making