COURSE OUTLINE
PROFESSIONAL DEVELOPMENT TRAINING
Advanced Interpersonal Communication
Overview:
In this course, you will learn how to
develop effective communications
skills that build positive interactions
with others. The program is
designed for a multi-faceted
audience as it examines internal
organisational communications (to
subordinate, to colleague, to
manager) and external
communications (to customer, to
vendor) as well as examining the
elements of organisational
culture.<br><br>The course builds
on Assertiveness techniques and
helps you understand the impact of
your tone, body language and
content and the tools and techniques
necessary to refine your
communication in the different
contexts mentioned above.
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
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The course is of benefit to a wide
audience. It presupposes that a
person understands the concept of
assertiveness and can assert
themselves. Any individual who
would like to refine their
communication skills particularly
anyone in a position of leadership or
authority within an organisation will
benefit.
At Course Completion:
Participants will leave the course
with a certificate of attendance and
an individualised action plan to help
support next steps on return to the
workplace. More importantly you will
have developed skills and knowledge
to:
 Interact with individuals who
display a specific communication
style and communicate using
various verbal and nonverbal
modes of communication
 Identify the elements that
influence first impressions, build
rapport and establish credibility
with others, and build positive
relationships
 Use paraphrasing effectively and
provide positive and
constructive feedback in a
business setting
 Identify the types of ineffective
supervisors and use different
techniques to deal with them
 Identify the guidelines for
communicating with colleagues,
take appropriate steps to
apologise to a subordinate, and
use appropriate tactics to refuse
a subordinate’s request
diplomatically
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Lesson 6: Customers and
vendors
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Understanding supervisor styles
Handling ineffective supervisors
Promoting an idea
Handling human resource issues
Negotiating a raise
Handling resignation
Lesson 5: Colleagues and
subordinates
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Communicating with colleagues
Responding to a colleague's idea
Communicating with subordinates
Refusing a subordinate's request
Handling dismissal
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 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
The importance of providing feedback
Using paraphrasing
Providing feedback
Providing positive feedback
Providing constructive feedback
Lesson 4: Supervisors
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Communicating with customers
Responding to complaints
Communicating with vendors
Rejecting a vendor's proposal
Complaining to a vendor
Lesson 7: Organisational
culture
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
Target Audience:
Duration: 1 day
 www.nhaustralia.com.au