Topic outline

  • Communication and Interpersonal Skills

    This course provides an overview of all significant aspects and considerations of communication and interpersonal skills all employees who are interested in developing their communication and interpersonal skills.

    Communication and Interpersonal Skills

    • Training Methodology & Objectives

      Training Methodology

      This Trainee-centered course includes the following training methodologies:-

      • Talking presentation Slides (PPT with audio)
      • Simulation & Animation
      • Exercises
      • Videos
      • Case Studies
      • Gamification (learning through games)
      • Quizzes, Pre-test & Post-test

      Course Objectives

      After completing the course, the employee will:-

      Apply and gain an in-depth knowledge on communication and interpersonal skills Understand and practice critical elements of interpersonal and communication skills
      Recognize interpersonal and communication skills that promote success with co-workers Discuss the barriers to the effective use of interpersonal and communication skills
      Understand how to blend and communicate with different style Be able to use non-verbal clues that shows they are listening and practice how to identify emotions by interpreting body language, tone, facial expressions etc, as well as understand the breakdown of communication between words, tone and body language
      Understand and be familiar with gender and culture differences to avoid any complexity Listening and responding effectively to others, discuss the five levels of active listening and learn the powerful listening tool empathy
      Asking questions the gateway to open thinking and learn a communication model for increased workplace productivity Apply seven methods for developing better interpersonal and communication skill
      Understand and practice assertiveness theory and interpersonal skills Discuss the four behaviours of assertiveness theory
      Explore an assertive communication model for giving effective criticism Identify differences between informing and directing messages
      Be able to advise colleagues on who are the key external stakeholders that would have direct impact on own role and how to approach them Have practiced holding face-to-face discussions with seniors to be able to identify which tools, expressions, questions can be used in directing open and transparent conversations
      Understand and practice strategies for effective professional networking both within and outside the company (with external stakeholders) Understand and have practiced using the tools used to enhance networks
      Understand and practice how to move stakeholder discussions and conversations to business topics in a sensitive and appropriate way Discuss personality, whole brain thinking and communication as well as the aspects shaping interpersonal and communication skills
      Carryout interpersonal skills, communication skills and different types of behaviour Identify the vital factors that influence intra-personal skills as well as build self-esteem and self-confidence
      Recognize the components of interpersonal communication and the way to converse Apply listening skills, body language and business applications of interpersonal & communication skills
      Identify the impact of effective communication and the important aspects to focus on in the workplace Avoid misunderstanding, provide direction, apply healthy culture, encourage accountability and improve internal communications
      Get employees buy-in, make objectives and goals public, use on-line tools instead of meetings, establish regular processes and train people in the language of sharing Use mobile tools, survey the employees and discuss passive, aggressive and assertive
      Practice giving assertive responses, deal with demands and criticism as well as give and receive compliments Manage conflict and change, identify the sources of organizational conflict, resolve conflict and manage conflict and change
      Apply conflict management style, the eight steps to conflict resolution, develop your communication skills and deal challenging behaviours Carryout stakeholder management and the art and skill of negotiating as well as invent options for mutual gain and use objective criteria
      Employ stress management and discuss the important aspects of stress, the six hazards in the workplace, signs of stress and stress factors Suggest various ways to reduce stress and explain Aristotle’s rhetoric model including ethos, logos and pathos
      Implement influencing skills, communication and the art of listening and active listening
      • Course Description

        Building professional communication and interpersonal skills is very critical in this complicated business environment. Such important skills form major part of our way of thinking, working processes, strategy development, human interaction and team building. In today's ever-changing business environment, individuals find themselves having to build new relationships all the time as more networking is expected.
        This E-Learning course is designed to provide participants with a detailed and up-to-date overview of communication and interpersonal skills. It covers the listening and responding effectively to others; the five levels of active listening and the powerful listening tool empathy; learning a communication model for increased workplace productivity; the seven methods for developing better interpersonal and communication skill; the assertiveness theory and interpersonal skills; the four behaviours of assertiveness theory; the differences between informing and directing messages; the face-to-face discussions and the tools, expressions, questions that can be used in directing open and transparent conversations; the strategies for effective professional networking both within and outside the company; the personality, whole brain thinking and communication.
        During this interactive course, participants will learn the aspects of shaping interpersonal and communication skills; the vital factors that influence intra-personal skills as well as building self-esteem and self-confidence; the components of interpersonal communication and the way to converse; the listening skills, body language and business applications of interpersonal and communication skills; the impact of effective communication and the important aspects to focus on in the workplace; the passive, aggressive and assertive; managing conflict and change; the sources of organizational conflict; resolving and managing conflict and change; the conflict management style; the eight steps to conflict resolution, developing communication skills and dealing challenging behaviours; the stakeholder management; the art and skill of negotiating; the stress management; the important aspects of stress, six hazards in the workplace, signs of stress and stress factors; the various ways to reduce stress; the Aristotle’s rhetoric model including ethos, logos and pathos; and the influencing skills, communication and the art of listening and active listening.
        • Module 01 - Personality

          Contents:
            • Communication and Interpersonal Skills
            • Course Objectives
            • Module 1 Personality
            • Video: What is Personality?
            • What determines Personality
            • Whole Brain Thinking and Personality
            • Video: Whole Brain Thinking
            • Module Quiz
          • Module 02 - Communication

            Contents:
              • Introduction to Communication
              • Definition of Communication
              • Video: What is Communication?
              • Recommended Activity for your Team
              • Elements in the Communication Process
              • Video: The Importance of Communicating Clearly
              • Module Quiz
            • Module 03 - Elements of Communication

              Contents:
                • Elements in the Communication Process: VideoTransmission Model of Communication
                • Video: Levels of Communication
                • Module Quiz
              • Module 04 - Aspects Shaping Interpersonal & Communication Skills (Part 1)

                Contents:
                  • Interpersonal Skills
                  • Communication Skills
                  • Types of Communication
                  • Basic Interpersonal Skills
                  • Aspects Shaping Interpersonal & Communication Skills
                  • Video: Improving your Interpersonal Skills
                  • Attitude and Behaviour
                  • Different Types of Behaviour
                  • Culture and Language
                  • Culture
                  • Language
                  • Religion
                  • Beliefs Include the Following
                  • Maslow’s Hierarchy of Human Needs
                  • Personality Types & Communication Styles
                  • Myers-Briggs Type
                  • ESTJ; ESTP; ISTJ; ISTP
                  • ENTJ; ENTP; INTJ; INTP
                  • ESFJ; ESFP; ISFJ; ISFP
                  • ENFJ; ENFP; INFJ; INFP
                  • Video: WHAT IS: Maslow’s Pyramid - The Hierarchy of Needs
                  • Module Quiz
                • Module 05 - Aspects Shaping Interpersonal & Communication Skills (Part 2)

                  Contents:
                    • Vital Factors that Influence Intra-Personal Skills
                    • Perspective
                    • Perspective: The Way We Think
                    • Reflections Of Our Perspective
                    • Video: What are Perspectives?
                    • Self-Esteem
                    • Self-Confidence
                    • Building Self-Confidence Steps (1-9)
                    • Components Of Interpersonal Communication
                    • Conversation (How?)
                    • The Way To Converse
                    • Listening Skills
                    • Body Language
                    • Environment
                    • Self Appearance
                    • Friendship
                    • Video: Body Language
                    • Module Quiz
                  • Module 06 - Business Applications of Interpersonal & Communication Skills

                    Contents:
                      • A Good Team Needs Technical and Non-technical People
                      • How Effective Communication Increases Productivity in the Workplace
                      • Impact of Effective Communication
                      • Important Aspects to Focus on In the Workplace
                      • Empowerment
                      • Avoids Misunderstandings
                      • Video: Communicate with Clarity to Avoid Misunderstanding
                      • Provide Direction
                      • Healthy Culture
                      • Encourage Accountability
                      • How to Improve Internal Communications
                      • Encourage Sharing, Input and Dialogue
                      • Have Managers Lead By Example
                      • Get Employees Buy-in
                      • Make Objectives and Goals Public
                      • Use on-line tools instead of meetings
                      • Establish Regular Processes
                      • Train People in the Language of Sharing
                      • Use Mobile Tools
                      • Survey your Employees
                      • Video: How to Improve Internal Communication in Your Company
                      • Module Quiz
                    • Module 07 - Being Assertive

                      Contents:
                        • Assertiveness – An Introduction
                        • What is Assertiveness?
                        • Video: How to Be More Assertive at Your Job : Workplace Etiquette & Tips
                        • Passive, Aggressive and Assertive
                        • Why People Are Not Assertive
                        • Building Assertiveness in 4 Steps
                        • Realize Where Changes are Needed and Believe in Your Rights
                        • Find Appropriate Ways of Asserting Yourself in each Specific Situation that Concerns You
                        • Practice Giving Assertive Responses
                        • Try Being Assertive in Real Life Situations
                        • Useful Quote on Assertiveness
                        • Assertiveness in Specific Situations: Demands, Criticism and Compliments
                        • Dealing with Demands
                        • Dealing with Criticism
                        • Giving and Receiving Compliments
                        • Video: Refusing Requests Non Assertive and Assertive Examples
                        • Module Quiz
                      • Module 08 - Introduction to Managing Conflict & Change

                        Contents:
                          • Sources of Organizational Conflict
                          • Video: Sources of Workplace Conflict
                          • Resolving Conflict
                          • Managing Conflict & Change
                          • Myths And Truths About Conflict
                          • Manager’s Greatest Mistakes in Conflict Resolution
                          • Conflict Management Style
                          • Applications of Conflict Management
                          • Managing Conflicts
                          • Eight Steps to Conflict Resolution
                          • Agreeing to Disagree
                          • Developing Your Communication Skills
                          • Managing Conflicts – Passive Behaviour
                          • Managing Conflicts – Aggressive Behaviour
                          • Managing Conflicts – Unintentional Behaviour
                          • Exercise
                          • Video: How to Resolve Conflict - Project Management
                          • Module Quiz
                        • Module 09 - Dealing with Challenging Behaviours

                          Contents:
                            • Video: Dealing with Challenging Behaviours
                            • Dealing with Challenging Behaviours
                            • Exercise
                            • Video: How to Deal With Difficult and Toxic People
                            • Module Quiz
                          • Module 10 - Stakeholder Management

                            Contents:
                              • Understanding Different Perspective & Viewpoints
                              • Video: Dealing with Difficult Stakeholders
                              • Video: What is Stakeholder Management?
                              • Module Quiz
                            • Module 11 - The Art & Skill of Negotiating

                              Contents:
                                • Negotiations
                                • Focus on the Win-Win
                                • Six Paradigms of Human Interaction
                                • What is a Win-Win Situation?
                                • Principled Negotiation Within The Win-Win Scenario
                                • Video: Think Win Win
                                • Negotiation Tactics
                                • Video: Understanding BATNA
                                • Negotiation Tactic 1-38
                                • Module Quiz
                              • Module 12 - Stress Management

                                Contents:
                                  • Stressful Hazards
                                  • Video: How Job Stress Affects Your Health
                                  • Signs of Stress
                                  • Stress Factors
                                  • What is Stressful to You?
                                  • Legal Responsibility
                                  • Stress Issues for Managers
                                  • Key Points
                                  • The “Fight or Flight” Response
                                  • Not All Stress is Bad
                                  • Stress Response: Example
                                  • Suggestions for Reducing Stress
                                  • Relaxation Exercises
                                  • Video: 5 Ways to Reduce Stress
                                  • Module Quiz
                                • Module 13 - Fundamentals of Persuasion

                                  Contents:
                                    • Why Speeches
                                    • Aristotle’s Rhetoric Model
                                    • Ethos
                                    • Logos
                                    • Pathos
                                    • Video: Ethos Pathos Logos
                                    • Influencing Skills
                                    • Video: 2 Powerful Ways to Influence Others
                                    • Module Quiz
                                  • Module 14 - Communication and the Art of Listening

                                    Contents:
                                      • Worth of listening
                                      • Food for Thought
                                      • Listen Actively to Show Understanding
                                      • Video: Improve Your Listening Skills with Active Listening
                                      • Active Listening Requires
                                      • Active Listening (3 Steps)
                                      • Barriers to Listening
                                      • Active Listening Tips
                                      • Video: Active Listening Skills
                                      • Module Quiz
                                    • Module 15 - Assertiveness and Persuasive Skills

                                      Contents:
                                        • Being Assertive
                                        • Assertiveness – An Introduction
                                        • What is Assertiveness?
                                        • Video: What Does Assertive Behaviour Look Like?
                                        • Persuasion Skills
                                        • Video: How to Persuade People with Subconscious Techniques
                                        • Why Speeches
                                        • Aristotle’s Rhetoric Model
                                        • Module Quiz
                                      • Post-Test

                                        Kindly complete the post-test to assess your knowledge about the topic after the course.