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Course Library > Communication > The Art and Science of Communication
The Art and Science of Communication 
It is not unusual to hear people in companies say, “We have a communication problem here.”  This two day program will provide methods and information to analyze and improve your own communication and help you help others.  We communicate in many ways:  with our words, tone, eyes, and bodies to name a few. Understand the hidden meanings behind the various communication methods and devise strategies to communicate more effectively and avoid unnecessary conflict.
Course Length : One Day
Course Format : CRPL
Course Objectives : Successful completion of this seminar will increase your knowledge and ability to:
  • Recognize how assumptions contribute to miscommunication
  • Implement a three-step process for communicating effectively
  • Support your message with appropriate body language
  • Speak assertively without being aggressive
  • Build rapport and encourage open communication
  • Give positive and negative feedback effectively
  • De-escalate emotions when communicating in a conflict
  • Uncover hidden messages that may be interfering with clear communication
  • Deal with another person’s anger
Course Outline :

Introduction to the communication model

  • What is communication?
  • Three steps of communication
  • Step 1: Prepare yourself and the other person
    • Purpose and direction
    • Practice positive intent
    • Understanding assumptions
    • Self-talk
  • Step 2: Send your message
    • Characteristics of a clear message
    • How assertive are you?   
    • Check your body language
  •  Step 3: Check for understanding
    • Listen with compassion   
    • Paraphrasing statements

II.    Increasing the effectiveness of each interaction

  • Building rapport
  • Encouragement
  • Expressive and receptive body language
  • Eight guidelines for expressing positive feedback
  • Credibility
  • Be direct without being rude
  • Positive phrasing
  • Telling a story

III.    Communicating in difficult situations

  • Communicating in conflict
  • “I” messages and positive intent
  • De-escalate emotions
  • Dealing with extreme anger
  • Uncovering hidden agendas
  • Giving negative feedback
  • Receiving negative feedback

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