Lessons
|
Lesson 1
|
Communication styles and methods
Communication styles
Identifying primary communication styles
Identifying secondary communication styles
Verbal and nonverbal communication
Using verbal communication
Using nonverbal methods
|
Lesson 2
|
First impression and building rapport
The importance of first impressions
Identifying elements of a first impression
Communicating to build rapport
Building rapport
Establishing credibility
Building positive relationships
Asking questions
|
Lesson 3
|
Building relationships through feedback
The importance of providing feedback
Using paraphrasing
Providing feedback
Providing positive feedback
Providing constructive feedback
|
Lesson 4
|
Supervisors
Understanding supervisor styles
Handling ineffective supervisors
Promoting an idea
Handling human resource issues
Negotiating a raise
Handling resignation
|
Lesson 5
|
Colleagues and subordinates
Communicating with colleagues
Responding to a colleague’s idea
Communicating with subordinates
Refusing a subordinate’s request
Handling dismissal
|
Lesson 6
|
Customers and vendors
Communicating with customers
Responding to complaints
Communicating with vendors
Rejecting a vendor’s proposal
Complaining to a vendor
|
Lesson 7
|
Organizational culture
Understanding organizational cultures
Adjusting to the culture
Discussing elements of organizational culture
Identifying organizational culture
Cultural networks
Using cultural networks
Discussing roles in cultural networks
Managing physical culture
Arranging meeting space
Managing emotional culture
Using positive language
Encouraging initiative
|
