Advanced Interpersonal Communication

This ILT Series course teaches students about interpersonal communication styles and techniques. Students learn how to ask and answer questions, use nonverbal communication, give feedback, and empower employees. Students also learn how to communicate with individuals who hold different positions in an organization, such as peers, supervisors, subordinates, and customers/vendors. Course activities also cover promoting ideas, handling negotiations, and dealing with human resource issues. Students identify an organization's culture, discuss how communication can perpetuate a culture, define a cultural network, and explore ways to take advantage of a cultural network. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.


I. Communication Styles and Methods

• Communication styles
• Identifying primary communication styles Identifying secondary communication styles
• Verbal and Nonverbal Communication
• Using verbal communication Using nonverbal communication
  

II. First Impressions 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
  

III. Building Relationships through Feedback

• The importance of providing feedback
• Using paraphrasing
• Providing Feedback
• Providing positive feedback
  
• Providing constructive feedback
  

IV. Supervisors

• Understanding Supervisor styles
  
• Handling ineffective supervisors
  
• Promoting an idea
• Handling Human Resource Issues
• Negotiating a raise Handling resignation
  

V. Colleagues and Subordinates

• Communicating with colleagues
• Responding to a colleague’s idea
• Communicating with Subordinates
  
• Refusing a subordinate’s request
  
• Handling dismissal
  

VI. Customers and Vendors

• Communicating with Customers
• Responding to complaints
• Communicating with Vendors
  
• Rejecting a vendor’s request
  
• Complaining to a vendor
  

VII. 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
  

Target Audience:
This course is for everyone within an organization, from the administrative assistants to corporate executives.