Continuing Studies

OUTLINE – BUSINESS COMMUNICATION SKILLS CERTIFICATE

Day 1

  • Introductions

  • Set learning goals

  • Clarify training expectations

  • Introduction to a personality inventory: True Colours

  • Identifying how personality types influence communication, conflict development and its resolution.

Day 2

  • Define the non-verbal cues associated with assertive, aggressive and non-assertive behaviour.
  • Understand indirect aggression, why it’s used and how to deal with it.
  • Assess individuals’ current listening skills and develop strategies to become a more effective listeners, especially in conflict situations.
  • Practice specific assertive tools,
    • DESC Feedback
    • Broken Record
    • Fogging
    • Negative Assertion
    • Negative Inquiry

    Day 3

    • Understand and practice a problem-solving methodology as it applies to conflict resolution.

    • Apply the problem-solving methodology in negotiating win-win solutions.

    • Managing difficult conversations.

    • Steps to holding an accountability conversation.

    Day 4

    • Identify difficult people and develop strategies to deal more effectively with them.

    • Recognize motivations behind difficult behaviours.

    • Understand stages of team development and it’s potential for conflict and impact on performance.

    • Learn about stress, it’s impact on communication and how individuals can cope effectively with it.

    • Develop critical thinking skills to enhance decision making in high stress situations.

    • Set individual goals for applying communication training to the workplace.