Communications

Improve your ability to effectively communicate your ideas, get your message across and influence others by developing skills in Interpersonal Communications, Negotiation, Presentation Skills, and through all forms of Written Communications.

  • Collaborative Communications
    • Collaborative Communications

      Course Number: 046-GO
      Recommended Duration: ½ Day or 1 Day

      Intended Audience: All Employees

      Course Overview

      This course will help participants select the most appropriate form of communication based on message, audience, and desired outcome. It will also help to communicate more effectively by applying ten key communication skills, and better handle difficult communication situations.

      Objectives

      After taking this course, you will learn to:
      • Use questions to uncover needs and problems
      • Use paraphrasing and active listening to help clarify understanding
      • Use various techniques to handle objections
      • Handle and deliver difficult messages in a productive manner
      • Use body language to influence communication effectiveness
      • Conduct effective meetings
      Prerequisites: None

      Topics

      • Forms of communication - face to face, written, telephone, electronic mail, video conferencing, meetings
      • Selecting form based on message, audience, and desired outcome
      • Ten key communication skills: paraphrasing, active listening, questioning, supporting, interjecting, pausing, reading between the lines, handling objections, benefit statements, and body language
      • Difficult communication situations
      • Handling difficult people and delivering difficult messages.
      • Steps for controlling emotions
      • Communication styles and modes of communication
      • Useful phrases
      • Effective meetings
      • Communications action planning
      • Personal areas for change

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  • Interpersonal Communication Skills
    • Interpersonal Communication Skills

      Course Number: 048-GO
      Recommended Duration: 2 Days

      Intended Audience: All Employees

      Course Overview

      This course will provide participants with an opportunity to analyze and improve their communication skills by applying approaches to improve face to face, verbal, written and presentation type communications.

      Objectives

      As a result of taking this course, you will learn to:

      Ask questions to uncover needs and problems
      Use support and benefit statements to gain commitment and help establish positive working relationships
      Using paraphrasing and active listening to help clarify understanding
      Apply proven techniques to handle objections
      Handle and deliver difficult messages in a productive manner
      Give and receive feedback effectively
      Use body language to influence communication effectiveness
      Design the content of the presentation to increase clarity, flow and audience retention
      Add elements to a presentation to grab attention and clearly convey the message
      Apply personal presentation techniques to demonstrate confidence and credibility

      Prerequisites: None

      Topics


      Day One:
      • Foundations of Interpersonal Communication
        • Forms of communication
        • Face-to-face, written, telephone, electronic mail, video conferencing
        • Selecting form based on message, audience and desired outcome
        • Communication styles instrument
        • Building trust by “climbing the Trust Pyramid”
      • Face to Face and Verbal Communications
        • Ten key communication skills
        • Paraphrasing, active listening, questioning, supporting, interjecting, pausing, reading between the lines, handling objections, benefit statements, body language
        • Listening and questioning techniques
        • Videotaped demonstration and skill practice
        • How to effectively give and receive feedback
        • Skill practice
        • Techniques for phone meetings and teleconferences
      • Written Communications
        • Effective use of email, letters, and proposals
      • Difficult Communication Situations
        • Handling difficult people, and delivering difficult messages
        • Steps for controlling emotions
      • Communication styles and modes of communication
      Day Two:
      • Powerful Presentations
        • Opening: grabbing attention
        • Organization and design of content
        • Applying adult learning theory
        • Dynamic use of visual aids
        • Closing with impact and key take-aways
        • Dealing with difficult audience members
      • Personal Techniques
        • Preparation tips: know your topic cold, gain confidence through practice; relaxation techniques, organizing your thoughts
        • Overcoming presentation phobias
        • Use of body language and silence
        • Dynamic delivery-energy, enthusiasm, confidence
        • Professional image-projecting credibility
        • Involving your audience
        • Use of humor and stories
        • Effective room set-up
      • Skill practice
      • Video tapes with peer and instructor feedback and coaching
      • Communications action planning
      • Identifying specific actions to take during the next 1 to 60-day cycle to improve communication skills and relationships
      • Course evaluation

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  • Listening: The Heart of Communication
    • Listening: The Heart of Communication

      Course Number: 062-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Most of our interpersonal conflict with others can be traced to the fact that we tend to work harder at speaking then we do at listening. The art of great communication begins not with great speaking but with great listening. Listening is a skill that can reduce communication misfires and increase interpersonal effectiveness. Listening is also the heart of great communication. Truly caring people preserve meaning in conversation by seeking first to understand. To truly listen is to truly understand.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Explore the role of listening as it relates to team and interpersonal communications
      • Identify personal filters that block true understanding
      • Apply the skill of empathy to our conversations so that we are actively listening to others
      • Speak so that others can hear you
      • Reduce interpersonal conflict and create more cohesive team relationships
      Prerequisites: None

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  • Making the Workplace Work for You: Communicate for Results!
    • Making the Workplace Work for You: Communication for Results!

      Course Number: XX-PC
      Recommended Duration: 1 Day

      Course Overview

      Communication is more than words. We often take words at their face value and our personaldefinition and history or we don't really listen beyond the words to the meaning and intent of the communication. Many problems are related to poor communication and lack of understanding of personality styles and their corresponding communication. People think because we're speaking English, we're talking the same language - and that's just not how it is! Explore the different motivational patterns, communication styles and personality traits that make every person unique. Experiential processes will demonstrate how to utilize this information in communicating and understanding others. Each participant will complete a Personal Profile and have an opportunity to practice what they have learned in a specific challenge area.

      Assessments and Resources Used

      • Communication Effectiveness
      • Listening Effectiveness
      • Personal Profile (DiSC)
      • Personal Listening Profile
      • Coaching Guides
      • Pocket Guides
      • Skill Builder booklets

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  • Let's Make a Deal: Techniques for Negotiating Win-Win Solutions
    • Let's Make a Deal: Techniques for Negotiating Win-Win Solutions

      Course Number: 064-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Like it or not, you are a negotiator. Everyone negotiates something every day. Negotiating, however, is not easy. Standard strategies for negotiation often leave people dissatisfied, worn out, feeling resentful, or alienated. This course helps participants understand that the key to achieving solutions is where people feel empowered and everybody wins by learning to apply the strategies and techniques of principled negotiation.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn how to attack problems instead of people
      • Expand your ability to invent alternative solutions for mutual gain
      • Develop strategies for negotiating with people who are difficult
      • Learn how to negotiate with people who have authority over you
      • Discover principles and standards which enhance your negotiating power
      Prerequisites: None

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  • Successful Negotiation
    • Successful Negotiation

      Course Number: 035-GO
      Recommended Duration: 2 Days

      Intended Audience: Individuals responsible for negotiating with others on a variety of levels.

      Course Overview

      This course will help participants become more effective negotiators. Participants will learn how to plan for a negotiation, conduct a well organized session, and follow up to solidify success. A simulation will also be conducted.

      Objectives

      As a result of taking this course, you will learn to:
      • Plan for and conduct a negotiation session
      • Follow up to a negotiation session to assure success
      • Describe and operate within the four recognized negotiating styles
      • Utilize the six functions of face-to- face negotiation
      • Deal effectively with a difficult negotiator
      Prerequisites: None

      Topics

      • Maneuvering the four negotiating styles
      • Deciding when to assume a particular style and determining what the other side will do
      • An exercise to demonstrate the styles in action
      • The structure of a successful negotiation
      • What you need to know to organize and prepare
      • Face-to-face negotiating
      • How to establish and maintain a positive climate
      • Creating and maintaining a useful structure
      • Probing for and sharing key motivators
      • How to explain options and make proposals
      • Clarifying for agreement
      • Negotiations planning and follow-up
      • Strategic and tactical planning considerations
      • Dealing with difficult negotiators
      • Negotiations skill practice utilizing a work-related case

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  • Business Presentations - Virtual and Face to Face
    • Business Presentations - Virtual and Face-to-Face

      Course Number: 015-TD
      Recommended Duration: 2 Days

      Intended Audience: Individuals and Managers Who Deliver Presentations

      Course Overview

      In this course, participants learn how to address the specific audience needs, structure the information to fit each of their learning styles, and tailor the presentation to specific outcomes. Additionally, participants will learn how to focus their listening skills on the various types of presentations; executive updates, persuasive presentations, status reports, as well as various other forms.

      Objectives

      As a result of taking this course, you will learn to:
      • Identify, gather, and organize the information required to develop an effective presentation – quickly
      • Use appropriate formats (templates) for structuring your presentations
      • Tailor a presentation to the specific needs and learning styles of your audience
      • Transform anxiety into positive, focused energy
      • Use dynamic visual aids to make positive and lasting impact on the audience
      • Deliver a dynamic presentation that achieves the desired business result
      • Guide the audience through the content in a simulated virtual environment
      • Use appropriate gestures, eye contact, and voice inflections to support the content
      • Maintain rapport with the audience when dealing with questions and challenges
      • Analyze presentations and provide actionable feedback/coaching to fellow participants on opportunities for improvement
      Prerequisites: None

      Topics

      • Getting ready
      • Creating the presentation
      • Rehearsing the presentation
      • Delivering an effective presentation

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  • Impactful Presentations
    • Impactful Presentations

      Course Number: 051-GO
      Recommended Duration: 2 Days

      Intended Audience: Those individuals needing to deliver effective presentations.

      Course Overview

      This course enables participants to design and deliver presentations that meet audience needs and deliver desired objectives. Concepts and practice segments will address techniques for small, medium, or larger scale presentations and audience sizes. Participants are encouraged to bring real time topics to the workshop in order to maximize their time and help to prepare for upcoming presentations.

      Objectives

      As a result of taking this course, you will learn to:
      • Deliver effective presentations to a variety of audience types and sizes
      • Utilize either an informative and or persuasive presentation format to craft the message
      • Explain your personal Learning Style and recognize how that impacts both personal presentation style and audience impact
      • Complete an audience analysis to best understand their needs and therefore tailor the message and delivery for impact
      • Select methods of presenting material to appeal to all four learning styles
      • Effectively utilize visual aids and manage logistical requirements
      Prerequisites: None

      Topics

      • Learning styles and their impact on presentations
      • Utilizes Kolb’s learning style instrument
      • Analyzing and appealing to your audience
      • Handling difficult audience members
      • Crafting the message
      • Selecting and utilizing either informative or persuasive format
      • Delivering the message
      • Techniques for various audience sizes and situations
      • Your presentation presence
      • Presenting with confidence and authority
      • Practice presentation skill practice - recorded with live feedback
      • Individual action planning to identify ways to incorporate the new skills and information into the workplace

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  • Making Effective Presentations
    • Making Effective Presentations

      Course Number: 001-TD
      Recommended Duration: 2 Days

      Intended Audience: Corporate Executives

      Course Overview

      This course covers those skills needed to make effective presentations to both live and virtual audiences.

      Objectives

      Upon completing this workshop, participants will improve their confidence and effectiveness in:
      • Identifying, gathering, and organizing the information required to develop an effective presentation
      • Using appropriate formats (templates) for structuring their presentations
      • Tailoring a presentation to the specific needs and learning styles of their audience
      • Transforming anxiety into positive, focused energy
      • Using dynamic visual aids to make a positive and lasting impact on the audience
      • Delivering a dynamic presentation that achieves the desired business result
      • Using appropriate gestures, eye contact, and voice inflections to support the content
      • Applying effective presentation skills in the virtual environment
      • Maintaining rapport with the audience when dealing with questions and challenges
      • Analyzing presentations and providing actionable feedback/coaching on opportunities for improvement
      Prerequisites: None

      Topics

      • Identifying the appropriate structure (informative, persuasive, status report, etc)
      • Tailoring the presentation to the specific audience for various adult learning styles
      • Balancing the right level of detail and supportive stories
      • Preparing the slide deck: PowerPoint usage and Business standards
      • Planning unique strategies for the virtual environment
      • Giving and receiving feedback
      • Practicing effective platform skills
      • Practicing techniques designed for the virtual setting
      • Maintaining rapport with the audience

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  • Business Writing Essentials
    • Business Writing Essentials

      Course Number: 003-WK
      Recommended Duration: 1 Day

      Intended Audience: Corporate Executives

      Course Overview

      This course is conducted either onsite or online. Along with keeping up with all the many technological advances in today’s workplace, business professionals must also be skilled in the basic ability to communicate their ideas. Effective and concise written documents remain a key ingredient to successful careers. Participants will learn writing skills used by major national and multinational corporations.

      Objectives

      As a result of taking this course, you will learn to:
      • Use fast start-up procedures to organize and plan a written document
      • Employ free writing to stay focused
      • Target specific outcomes that will accomplish desired goals
      • Determine the right tone for the audience
      • Tailor a document to the specific needs of the audience
      • Understand the limitations of spelling and grammar checkers
      • Easily navigate the maze of grammar and punctuation rules
      • Design a document for positive visual impact
      • Identify commonly accepted business document styles
      • Write concisely by clarifying vague words and phrases
      • Use precise language
      • Replace unproductive writing habits with new efficient skills
      • Recognize that business writing is simple and direct
      Prerequisites: None

      Topics

      • Start-up procedures
      • Free writing
      • Outcomes
      • Tone
      • Needs of the audience
      • Spelling and grammar checkers
      • Grammar and punctuation rules
      • Positive visual impact
      • Business document styles
      • Writing concisely
      • Precise language
      • Unproductive writing habits
      • Simple and direct approach

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  • Technical Writing for Business Professionals
    • Technical Writing for Business Professionals

      Course Number: 138-WV
      Recommended Duration: 2 Days

      Intended Audience: All Employees

      Course Overview

      Many times business professionals (R&D, IT, Operations, and Engineering professionals, and Subject Matter Experts) research and develop processes, procedures, applications, and products only to find that they are not implemented due to lack of effective communication. This class helps students learn to organize their ideas and translate technical terms and themes into cohesive and clear communications. Using technical writing techniques, students will learn to develop easy-to-understand technical documents of various types.

      Objectives

      As a result of taking this course, you will be able to:
      • Categorize your audience
      • Identify the objectives and purpose for your technical documents
      • Recognize various types of technical documents and when to use each one
      • Research, collect, and reuse information
      • Implement technical writing techniques to facilitate creation of different types of effective technical documents
      • Use different writing styles geared to audience need and document purpose
      Prerequisites: None

      Topics

      • Identifying your audience
      • Stating objectives and purpose
      • Recognizing types of technical documents
      • Researching and gathering information
      • Organizing information
      • Writing: Reducing volume without reducing effectiveness
      • Editing, proofreading, and testing documents
      • Organization, formatting, and using layout and design for increased comprehension
      • Producing documents both hardcopy and online

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  • Effective Email
    • Effective Email


      Professionals Course Number: BI
      Recommended Duration: 3 Hours
      Intended Audience: All Employees


      Course Overview

      Poorly written and superfluous emails increase the amount of time individuals spend managing their inboxes and reduce productivity.  Email impacts both personal and corporate brands as grammar, language and style influence the recipient’s perception of the sender.

      This course provides a refresher on the fundamentals of effective business writing and instruction on authoring efficient and effective email. Imagine the impact of improved email effectiveness.

      Objectives
      As a result of taking this course, you will be able to:
      - Author clear and actionable emails.
      - Format messages to facilitate rapid processing by recipients.
      - Utilize concise and professional language.
      - Employ best practices when using email.

      Topics

      - Analyzing the Audience
      - Organizing Information
      - Developing the Message
      - Using Professional Language
      - Anatomy of the Email
      - Etiquette
      - Coaching

      Course Format: Self-paced recorded modules combined with exercises submitted for feedback by a live instructor.  Average time requirement is 3 hours but varies by participant.


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