Communication and Interpersonal Skills: A Seminar for Technical Professionals

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Detailed Overview/Outline

In today’s working environment, interpersonal and communication skills are just as important as technical abilities in achieving success.

You need communication skills to support your technical expertise! You have the “hard side” of your job down pat. But how about the “soft side?” Your interpersonal and communication skills can spell the difference between success or failure at work.

HOW YOU WILL BENEFIT:

• Project a presence that attracts the right kind of attention
• Develop “active listening” skills to really tune in to coworkers and cultivate productive relationships
• Improve communication skills to get the response you want
• Be assertive without being intimidating
• Overcome “automatic resistance” to new ideas and get your proposals approved
• Use interpersonal and communication skills to build a team approach that motivates others and facilitates change
• Gain other departments’ cooperation to implement ideas
• Uncover the root causes of conflict and achieve resolution
• Deal with company politics
• Apply communication skills to sell your ideas to the group
• Realize how others perceive you and improve communication skills to get the responses you want
• Create a climate for action: give constructive criticism and positive reinforcement

WHAT YOU WILL COVER:
Differences Between How You Manage Tasks as Opposed to Relationships

• Demonstrate the difference between technical and nontech professionals

Critical Elements of Communication and Interpersonal Skills

• Recognize interpersonal skills that promote success with coworkers
• Discuss the barriers to the effective use of interpersonal skills
• Understand how to blend and communicate with different styles

Listening and Responding to Others

• Discuss the five levels of active listening skills
• Learn the powerful listening tool—empathy

Asking Questions—the Gateway to Open Thinking

• Learn a communication model for increased workplace productivity
• Apply seven methods for developing better interpersonal skills

Assertiveness Theory and Interpersonal Skills

• Discuss the four behaviors of assertiveness theory
• Explore an assertive communication model for giving effective criticism
• Identify differences between informing and directing messages

Managing and Responding to Conflict

• Discuss the characteristics of conflict
• Apply the five methods of managing conflict

Who Should Attend

IT and technical professionals who need to develop the interpersonal and communication skills necessary to communicate their knowledge to those around them.

Extended Description

Learning Objectives

• Find Solutions to "People Problems"
• Project a Presence That Attracts the Right Kind of Attention
• Develop "Active Listening" Skills to Really Tune in to Co-workers and Cultivate Productive Relationships
• Improve Communication to Get the Response You Want
• Be Assertive without Being Intimidating
• Overcome "Automatic Resistance" to New Ideas and Get Your Proposals Approved
• Build a Team Approach to Motivate Others and Facilitate Change
• Gain Other Departments’ Cooperation to Implement Ideas
• Uncover the Root Causes of Conflict and Achieve Resolution
• Deal with Company Politics
• Sell Your Ideas to the Group

Communication in Today’s Workplace: Difference between Task and Relationship

• Identify the Importance of Communication and Interpersonal Skills in Today’s Workplace
• Distinguish the Relevant Differences in Communication Needs and Expectations among Technical and Nontechnical Professionals
• Identify at Least Three Valuable Interpersonal Skills for Improving Communication in the Workplace
• Demonstrate the Difference between Task and Relationship and the Necessity of Attention to Both in the Workplace
• List Valuable Relationship Skills Connected to Success in the Workplace

The Basic Elements of Communication

• Define and Examine Elements of Communication That Are Pertinent to Interpersonal Skills in Order to Promote Effective Interactions with Others
• Assess the Impact of Verbal and Nonverbal Elements on Communication Effectiveness to Better Meet the Demands of an Electronically Connected Global Workplace
• Interpret People’s Verbal and Nonverbal Communication to Improve Shared Understandings
• Develop a List of Considerations for Selecting the Appropriate Transmission Medium to Assure a Message’s Intended Content and Feeling(s) Are Preserved and Received
• Identify Personal Applications of the 5 Factors That Promote Success with Co-workers to Improve Workplace Relationships
• Recognize and Identify Strategies to Overcome Each of the 5 Common Barriers to Effective Use of Interpersonal Skills to Promote Achievement of Tasks
• Interpret the 5 Common Truths of Communication and Interpersonal Skills to Improve Overall Communication Competence in the Workplace
• Be Aware of Your "Style" Preferences and How They Differ from Others’ in Order to Better Manage Interpersonal Interactions with Technical and Nontechnical Professionals

Understanding and Using Communication Styles

• Identify and Appraise Your Style Preferences for Communication to Gain Insights into Improving Interpersonal Relationships
• Identify and Appraise the Style Preferences of Others to Develop Awareness and Tolerance of Diverse Ways of Working, Thinking, and Communicating
• Assess How Differences in These Style Preferences Can Lead to Unproductive Conflicts and Misunderstandings
• Apply Style Flexibility in Your Communication to Achieve Tasks, Improve Relationships and Enhance Technical/Nontechnical Interactions

Active Listening Skills

• Employ a Model of Communication to Systematically Improve Your Interpersonal Communication Skills at Work
• Define What Listening Is to Broaden the Ways in Which You Go about Using Interpersonal Skills
• Demonstrate Useful versus Non-useful Responses to Information Gained through Active Listening to Adapt and Enhance Workplace Communication
• Confirm the Necessity of Acknowledging Both Emotions and Ideas When Listening and Responding to Others in Order to Build Fuller Shared Meaning
• Use an Extended Vocabulary to Help Acknowledge the Presence of Emotions in Messages to More Fully Clarify the Intent of Those Messages
• Practice Acknowledging Emotions and Ideas in Conversation to Better Accomplish Tasks and Build Productive Relationships
• Apply Empathic Listening in Conversation to Show Sincerity, Trust and Concern and to Develop Deeper Shared Meaning

Asking Questions—Transition Skill

• Assess the Value and Purpose of Using Questioning Strategies to Build Shared Information and Better Manage Relationships and Productivity
• Identify Valuable Differences between Open-Ended and Closed-Ended Questions That Will Guide You in Selecting Appropriate Questions to Achieve Your Communication Goals
• Apply Skills in Composing and Delivering Diagnostic and Intervention Types of Questions to Enhance Overall Communication Flexibility

Emotional Control

• Appraise the Physiology of Emotions So as to Value Its Impact on and Importance in the Communication Process
• Assess the Consequences of Unpleasant Emotions on Thinking, Interpersonal Behaviors, and Achievement of Tasks
• Identify Your Own Emotional Physical Triggers and Recognize the Need for Exercising Emotional Control So as to Preserve Healthy Interpersonal Relationships
• Recall and Apply the EC Formula of Gaining Emotional Control to Improve Consistency When Working with Others

Assertively Responding

• Assess When and How to Use Informing and Directing Communication to Allow Others to Work Productively with You and Achieve Shared Goals
• Recognize When and How to Use "Style Preferences" to Shape Your Messages So That Others Can Give You What You Need
• Identify and Use the Four Profiles of Assertiveness Behaviors to Build Communication Flexibility and to Complement Use of "Style Preferences"
• Interpret and Use the A.E.I.O.U. Model for Assertively and Effectively Criticizing Someone’s Performance in the Workplace to Build Shared Performance Expectations and Productivity
• Design and Deliver Effective Messages That Consistently Say What You Need from Others in Order to Complete Tasks

Managing and Responding to Conflict

• List Some Common Myths and Truths about Conflict to Determine How to Use Conflict Productively in Your Interpersonal Relationships
• Identify and Assess the Role of Perception in Conflict in Order to Reduce Perception-based Misunderstandings When Working with Others
• Examine Motivation and Negotiation Strategies to Use in Dealing with Problematic Conflicts That Are Based on "Style," and/or "Position" Differences
• Appraise the Five Approaches to the Management of Conflicts in Order to Create a More Flexible and Productive Communication Environment
• Practice and Apply Communication Strategies for Better Conflict Management

Putting It All Together—Focusing on the Blind Spot

• List the Differences between Your Intended and Your Perceived Communication Style in Order to Build High Levels of Shared Information with Co-workers
• Develop a Plan for Closing Your Own Style Differences So That Others See You as Consistent and Trustworthy
• Review and Apply Seven Strategies to Close Your Style Difference to Achieve Stronger Work Relationships and Productivity
• Create a Personalized Interpersonal Skills Development Plan to Continue the Communication Change Process You Have Begun during this Program

Days: 3

CEUs: 1.8

Sponsor Background:
The American Management Association was founded in 1923. They have built a content control check into every one of their professional seminars. Plus a series of checks and balances to ensure that the content of every AMA seminar is precisely targeted to:

• provide comprehensive, hands-on training that is of practical use when you return to the job
• focus on need-to-know specifics, relevant to the demands of global business today
• offer the expertise and personalized attention of top-ranking instructors
• facilitate your career development and business savvy

Whether you're looking for a solid foundation of business fundamentals or strategies to help you seize growth opportunities for your company, AMA offers expert instruction to help you:

• manage your priorities effectively
• cultivate more productive working relationships
• increase your on-the-job value
• align your skills with marketplace demands
• bring out the best in people, processes and yourself

Cancellation and Refund Policy

If you cannot attend a seminar you may contact AMA in advance to transfer to a future session, or can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply call. If you cancel with less than three weeks' notice, you will be liable for the entire seminar fee, however you may request a courtesy transfer to use at any future AMA seminar of equal or lesser value. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed, and do not cancel with a minimum of three weeks’ notice as described above, you will be charged the entire seminar fee.

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