Advanced Interpersonal Communication

                         Days:  1

         Prerequisites:  None.

                         Unit 1 :  Communication styles and methods

                               Topic A: 0  Communication styles

                               A-1:                               Identifying primary communication styles

                               A-2:                               Identifying secondary communication styles

                               Topic B: 0  Verbal and nonverbal communication

                         B-1:                         Using verbal communication

                         B-2:                         Using nonverbal methods

                         Unit 2 :  First impressions and building rapport

                               Topic A: 0  The importance of first impressions

                               A-1:                               Identifying elements of a first impression

                               Topic B: 0  Communicating to build rapport

                               B-1:                               Building rapport

                               B-2:                               Establishing credibility

                               Topic C: 0  Building positive relationships

                         C-1:                         Asking questions

                         Unit 3 :  Building relationships through feedback

                               Topic A: 0  The importance of providing feedback

                               A-1:                               Using paraphrasing

                               Topic B: 0  Providing feedback

                         B-1:                         Providing positive feedback

                         B-2:                         Providing constructive feedback

                         Unit 4 :  Supervisors

                               Topic A: 0  Understanding supervisor styles

                               A-1:                               Handling ineffective supervisors

                               A-2:                               Promoting an idea

                               Topic B: 0  Handling human resource issues

                         B-1:                         Negotiating a raise

                         B-2:                         Handling resignation

                         Unit 5 :  Colleagues and subordinates

                               Topic A: 0  Communicating with colleagues

                               A-1:                               Responding to a colleague’s idea

                               Topic B: 0  Communicating with subordinates

                         B-1:                         Refusing a subordinate’s request

                         B-2:                         Handling dismissal

                         Unit 6 :  Customers and vendors

                               Topic A: 0  Communicating with customers

                               A-1:                               Responding to complaints

                               Topic B: 0  Communicating with vendors

                         B-1:                         Rejecting a vendor’s proposal

                         B-2:                         Complaining to a vendor

                         Unit 7 :  Organizational culture

                               Topic A: 0  Understanding organizational cultures

                               A-1:                               Adjusting to the culture

                               A-2:                               Discussing elements of organizational culture

                               A-3:                               Identifying organizational culture

                               Topic B: 0  Cultural networks

                               B-1:                               Using cultural networks

                               B-2:                               Discussing roles in cultural networks

                               Topic C: 0  Managing physical culture

                               C-1:                               Arranging meeting space

                               Topic D: 0  Managing emotional culture

                                                                                                                                                                                                                                                      D-1:                                                                                                                                                                                                                                                      Using positive language

                                                                                                                                                                                                                                                      D-2:                                                                                                                                                                                                                                                      Encouraging initiative