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Course Code

MQ626

Duration

1 Day

None

This course provides training for participants to develop a heightened understanding of the salient aspects of human behavior. A four-step process is introduced, and specific communication skills are presented and practiced.

The changes in organizations today require that the knowledge base of its employees includes more than basic communication skills. Today’s employees need to be equipped with skills to help work to their greatest efficiency. In order to achieve this, highly developed communication skills are necessary.

This course is designed for individuals who are business professionals.

Upon completion of this course, participants will be able to:

  • Know the communication process
  • Identify and experience several communication “blockers”
  • Avoid being manipulated by the communication style of others
  • Identify three communication choices via a case study
  • Learn a four-step communication process
  • Learn and practice several communication skills; using the “I” form, asking questions, respectful listening, and empathetic responding

Introduction
Communication: a human problem
Domino activity

In this introductory section, participants examine reasons why communication is difficult.

The Communication Process
The sender
The channel
The receiver
Decoding the message
Feedback

All communication involves a two-way process. This section examines each component of the communication process.

Communication Blockers
Conditioning
Assumptions
One way communication
Power and control
Mistrust

Participants identify several blockers that hinder the communication process. Once identified, participants experience activities that illustrate each blocker.

The Relationship
Parent-Adult-Child model (PAC)
How we get “hooked”
Ways to avoid the “hook”: the five key questions

The manner in which we interact determines the type of relationship. Understanding three distinct ego states that often emerge in a relationship will enhance the ability to maintain a successful relationship. Even with the best intentions, people get “hooked” into negative episodes. A technique is presented that helps people avoid the “hook”.

The Four Step Adult Process
Recognize a problem
The signs and signals
Body language
Open the discussion
The “I” message
Practice
Seek to understand
Respectful listening
Asking questions
Respond with empathy
Two levels of communication
Hidden messages
Recognize and validate feelings
Practice

In this segment, participants learn a process that breaks down adult communication into four crucial components. Participants then practice several specific communication skills and techniques.

Summary and Conclusion

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