Program Objectives:

By the end of the program, participants will be able to:

• Acquire the skills necessary for communicating in an effective manner.
• Improve their ability to communicate across cultures.
• Employ techniques for listening actively and empathically.
• Communicate in an assertive manner.
• Manage interpersonal conflict.
• Handle feedback and criticism constructively.

Course Outlines

Effective Communication

• Introduction to Communication
• Elements of Effective Communication
• Qualities of Effective Communicators
• The Communication Process
• Communication Beyond Words
• Sources of Miscommunication: Barriers
• Overcoming Communication Barriers

Communication Across Cultures

• Improving Cross-Cultural Communication: Guidelines
• Managing Perceptions and Biases
• Understanding Communication Styles
• The Cross-Cultural Communication Skill Set
• Communicating within Multi-Cultural Teams
• Universal Laws of Persuasion: Process

Active Listening 

• Hearing versus Listening
• Mastering Active Listening
• Asking the Right Questions
• Five Probing Techniques
• Pitfalls of Leading Questions

Communication Behavior and Conflict Management

• Passive, Aggressive and Assertive Behavior
• Verbal and Non-Verbal Elements of Communication
• Understanding Conflict: Sources
• Conflict Management Styles
• Mastering Conflict Management Skills
• Learning to Say No

Constructive Feedback and Criticism

• The Value of Feedback
• Positive and Negative Feedback
• Giving Constructive Criticism
• Dealing with Negative Criticism