Listening, Influencing and Handling Tough Situations

Overview/Description
 Haven't you at one time or another struggled to communicate effectively? Communicating skillfully is essential to attaining your personal and work-related goals. It is important to take a general interest in, and establish personal bonds with the people around you. You may be highly competent, but without an understanding of human nature, you are limited in what you can achieve. The goal of this course is not to change who you are, because you have every right to be who you are. The goal is simply to open up some of the different options so that you can consciously choose how to best express yourself to the people in your life. This course will help you discover ways to increase your influence and leadership through improved listening skills. You'll also learn how to use verbal communication to diffuse conflict, and to handle or recover from verbal mistakes and other tough communication situations.

Target Audience
 Any business professional

Expected Duration
4.0 hours

Lesson Objectives:

The Art of Listening

  • recognize the value of listening effectively, while in a conversation with another person.
  • point out the obstacles to listening which occur during meetings and conversations with other people.
  • identify the techniques to aid listening.

    • Using Communication to Increase Personal Power

  • recognize the value of verbal communication to diffuse potentially negative messages.
  • identify the techniques to develop a power vocabulary in given situations.
  • use verbal buffers to diffuse conflict.
  • point out 5 voice turnoffs that are a barrier to smooth conversation and techniques to overcome them.

    • Communicating in Tough Situations

  • recognize the importance of saying the right thing when faced with tough situations.
  • identify ways of recovering from mistakes.
  • identify techniques that work when a situation has escalated.

    • Course Number: COMM0103