Topic outline

  • Introduction to Communication

    This course provides an overview of all significant aspects and considerations of communication for managers, supervisors, under development (newly hired) employees and for those who need to deliver clear messages, staff whose job demands frequent communication with groups and those who want to strengthen their communication skills and enhance their ability to interact with others.
    Introduction to Communication
    • 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 a fundamental knowledge and skills on effective communication Be able to express ideas clearly and concisely, both verbally and in writing
      Understand the importance of active listening 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 the importance of building a network of contacts within the organization, how to identify and build opportunities for themselves to enlarge their network, as well as practiced various techniques of how to approach a person for the purpose of networking Understand the importance of sustaining positive work relationships with colleagues (both cross-functional and across the K-Group)
      Have practiced using facts or figures to influence others, and how to recognise key influencers or decision makers in their area Discuss personality, whole brain thinking and communication as well as the aspects of shaping interpersonal and communication skills
      Identify the different types of behaviour, culture and language, personality types and communication styles 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
      Explain Aristotle’s rhetoric model including ethos, logos and pathos Implement influencing skills, communication and the art of listening and active listening
      • Course Description

        This E-Learning course is designed to provide participants with a fundamental knowledge and skills on effective communication. It covers the personality, whole brain thinking and communication; the aspects of shaping interpersonal and communication skills; the different types of behaviour, culture and language, personality types and communication styles; 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; and the listening skills, body language and business applications of interpersonal & communication skills.
        Further, the course will also discuss the impact of effective communication and the important aspects to focus on in the workplace; avoiding misunderstanding, providing direction, applying healthy culture, encouraging accountability and improving internal communications; getting employees buy-in, making objectives and goals public, using on-line tools instead of meetings, establishing regular processes and training people in the language of sharing; using mobile tools; surveying the employees; the passive, aggressive and assertive; practice giving assertive responses; dealing with demands and criticism; and giving and receiving compliments
        During this interactive course, participants will learn to 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 dealing with challenging behaviours; the stakeholder management; the art and skill of negotiating; inventing options for mutual gain; using objective criteria; the Aristotle’s rhetoric model including ethos, logos and pathos; and influencing skills, communication and the art of listening and active listening.
        • Module 01 - Communication and It's Elements

          Contents:
            • Introduction to Communication
            • Course Objectives
            • Activity
            • Module 1 Communication and It's Elements
            • Introduction
            • Definition of Communication
            • Elements in the Communication Process
            • Analysis of the Audience
            • Video: What Is Communication?
            • What Forms of Feedback are There?
            • Video: Conduct an Audience Analysis
            • Module Quiz
          • Module 02 - Communication Fundamentals

            Contents:
              • Principles of Business Communication
              • Video: Transmission Model of Communication
              • Making the Right Impression
              • Think First
              • Exercise
              • Communicating with Confidence
              • Individual Activity
              • Case Study #1 - The Promising Chemist Who Buried His Results
              • Examine Each of Following Case Study and Determine the Following
              • Case Study #1
              • Video: Communicate With Confidence
              • Module Quiz
            • Module 03 - Communication and Conversation

              Contents:
                • Interpersonal Skills
                • Conversation versus Communication
                • Conversation
                • Communication
                • Business Conversation
                • The Trust Cycle
                • Video: The Recipe for Great Communication
                • Types of Business Conversation
                • Basic Model of Communication
                • Non-Verbal Communication
                • Types of Communication
                • Elements of Communication
                • Forms of Nonverbal Communication
                • Barriers to Communication
                • Video: Body Language - Change How People See You!
                • TYPES OF BODY LANGUAGE
                • Four Sides Communication Model
                • Top Ten Tips for Good Interpersonal Communication
                • Empathy
                • Ways to Increase Effectiveness of your Communication
                • 7 C’s of Communication
                • Module Quiz
              • Module 04 - Overview of Effective Team Communication

                Contents:
                  • Communication
                  • Effective Communication
                  • Essential Skills of Communication
                  • Communication & Interpretation Skills
                  • Communicating Influentially
                  • Understanding: Apply the 5 C’s of Communications
                  • Video: The 7 Cs of the Communication
                  • Body Language
                  • Interpersonal Skills
                  • Group Dynamics & Power Centres
                  • Communication Process
                  • The Process of Communication
                  • Levels of Communication
                  • Communication Channels
                  • Communication Module
                  • Facial Expression
                  • Exercise: Interpret the Facial Expression
                  • Avoiding Communication Breakdown
                  • Feedback and Learning
                  • Ways to Overcome Communication Barriers
                  • Semantics
                  • Maintaining Open Channels
                  • Tips for Improving Communication
                  • Staying Energized and Positive
                  • Self-Concept
                  • Video: Self-Esteem and Self-Confidence
                  • Self-Esteem and Self-Confidence
                  • High-Context Language
                  • Low-Context Language
                  • Case Study #3 - The Instruction Manual that Scared Customers Away
                  • Examine Each of Following Case Study and Determine the Following
                  • Video: What Can Body Language Actually Tell Us?
                  • Module Quiz
                • Module 05 - Express Ideas Clearly and Concisely

                  Contents:
                    • Video: How to Make Clear and Concise Points
                    • Listen Actively to Show Understanding
                    • Listening Strategies
                    • Seek First to Understand, then to be Understood
                    • Elements of Effective Communication
                    • Body Language, Non-Verbal Communication
                    • Exercise
                    • Body Language - ‘Actions Speak Louder Than Words’
                    • Emotional Intelligence and Effective Communication
                    • Emotional Intelligence
                    • Recommended Activity for Your Team
                    • Case Study #4 - One Garbled Memo – 26 Baffled Phone Calls
                    • Examine Each of Following Case Study and Determine the Following
                    • Video: Using Your Voice Effectively in Presentations and Public Speaking: Paralanguage Roller Coaster
                    • Module Quiz
                  • Module 06 - The Customer Service Paradigm

                    Contents:
                      • Customer Service Excellence
                      • Al Gore’s Cross-Cultural Communication
                      • Exceed Expectations By
                      • Customer Service Model
                      • Exceed Customer Expectations
                      • Why do Customers Stop Shopping With a Business?
                      • Communication!
                      • Video: This is How You Communicate Empathy to Customers
                      • Effective Customer Service = Practice “Aggressive Hospitality”
                      • Telephone Standards
                      • First Impressions
                      • Video: Telephone Etiquette for Successful Business Calls
                      • Attitudes - Who Are You?
                      • Role Play
                      • Case Study #5 - Big Science - Little Rhetoric
                    • Module 07 - Getting your Message Across Effectively

                      Contents:
                        • Self-Image
                        • Proper Etiquette?
                        • Dress
                        • Global Dress Codes
                        • Ways to Increase Communication Effectiveness
                        • Facial Expression
                        • Keep Smiling
                        • Global Perspectives: The Smile Trainers
                        • Collegial Communication
                        • Effective Communication is Essential for:
                        • Relationship Between Communication and Job Performance
                        • Key Questions
                        • Why Colleague Engagement Matters to Corporate Communicators
                        • Magic Stick Exercise
                        • Communications Skills for Customer Service
                        • Five Things You Should Never Tell Your Customers
                        • Aspects Arising from the Consumer
                        • Role of Traditional Channels in Customer Relationships
                        • Building the Business/Consumer Relationship
                        • CRM = Customer Relationship Management
                        • About CRM
                        • CRM Advantages
                        • Video: Top 10 Client Relationship Management Tips
                        • Building Trust
                        • People Don't Care How Much you Know Until They Know How Much You Care!
                        • Moments of Truth
                        • Customer Service
                        • Discussing Technical Topics with a Non-Technical Audience
                        • The Relevance of Tech. Comm.
                        • Characteristics of Tech. Comm.
                        • Video: What is Technical Communication?
                        • Case Study #6 The Co-op Student Who Mixed Up Genres
                        • Examine Each of Following Case Study and Determine the Following:
                        • Case Study #6
                        • Module Quiz
                      • Module 08 - Dealing with Challenging Conversations

                        Contents:
                          • Challenging Conversations
                          • What are your Challenging Conversations?
                          • So many Conversations
                          • Difficult Conversations
                          • The Dilemma
                          • Confronting Process
                          • Each Difficult Conversation has Three Features
                          • Video: How to have difficult conversations
                          • Moving to a Learning Conversation
                          • Planning for a Learning Conversation
                          • Planning for a Strategic Conversation
                          • Feedback
                          • Constructive Feedback
                          • Purpose of Giving Constructive Feedback
                          • Ask Questions & Listen
                          • Agree on a Solution
                          • Questions for One-to-Ones
                          • Ending on A Positive Note
                          • What is Rapport
                          • Rapport
                          • Establish Rapport by Pacing
                          • Is Rapport Important?
                          • “Rapport is the Ultimate Tool for Getting Results with other People”
                          • Activity
                          • Building Rapport with Groups
                          • Case Study #7 Better It Outage Communications Builds Performance At Leading Construction Company
                          • Video: Establishing Rapport
                          • Case Study #7
                          • Background
                          • Key Challenges
                          • Solution
                          • Tools Implemented
                          • Application
                          • Results
                          • Module Quiz
                        • Module 09 - Dealing with Difficult People

                          Contents:
                            • Video: Managing Difficult Employees
                            • Video: Dealing with Difficult Stakeholders
                            • Case Study #8 Sharing Company Vision and Bringing Internal Brands to Life With Snapcomms
                            • Background
                            • Key Challenges
                            • Solution
                            • Tools Implemented
                            • Application
                            • Results
                            • Module Quiz
                          • Module 10 - The Art of Listening

                            Contents:
                              • Listening
                              • Empathic Listening
                              • Video: Empathetic Listening Skills
                              • Active Listening
                              • Video: Being A Good Listener
                              • Keys to Effective Listening
                              • Common Faults of Listening
                              • Listening is Therapeutic!
                              • Case Study #9 Cut-through Communication Cures Email Fatigue For A Large Service Provider
                              • Background
                              • Key Challenges
                              • Solution
                              • Tools Implemented
                              • Application
                              • Results
                              • Module Quiz
                            • Module 11 - The Power of Listening

                              Contents:
                                • Worth of Listening
                                • Video: Why is Listening Important
                                • Thought of the Hour
                                • % Time in Communication Modes
                                • Active Listening Requires
                                • Active Listening (3 Steps)
                                • Step 1: Listen
                                • Step 2: Question
                                • Step 3: Reflect-Paraphrase
                                • The Johari Window Model
                                • Barriers to IPR
                                • Sustainable Relationship
                                • Video: Barriers to Effective Listening
                                • Case Study #10 Lightning Fast Staff Communications Enables Nimble Operation
                                • Background
                                • Key Challenges
                                • Solution
                                • Tools Implemented
                                • Application
                                • Results
                              • Post-Test

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