Course Length: 3 days
Audience: Those who supervise or manage a work unit or people in management whom need to improve their communication skills.
Course Objectives
The participants will be able to:
To develop their own ROI (Responsibilities, Objectives and Indicators) with emphasis on realistic indicators of progress toward goals.
To develop and use communication skills necessary for helping employees and team 3. members do their own ROI's.
Analyze root causes of problems by using ROI as a performance analysis tool.
Use the skills of active listening and negotiating when dealing with employees and fellow workers.
To use the ROI system as the basis for a "Managing for Results" initiative.
List the reasons why poor communication often occurs within a work unit.
Demonstrate the consequences of poor communication.
Be able to respond appropriately when "small problems" occur by referencing the Pinch model.
Explain the significance of feedback.
Demonstrate positive reinforcement skills through the use of Contribution Statements.
Provide feedback at the appropriate time.
Demonstrate a 2-4 minute feedback session.
Use the Crunch Model to deal with performance problems.
Demonstrate a Change Interview.
Course Content
Productive communication is a workshop designed to help the manager or supervisor solve communication-based problems and learn those communications skills that improve the desire to perform well.
Performance of a work unit relies heavily on the relationship between the supervisor or team leader and the rest of the employees. When performance is low something is usually wrong with this relationship. Oftentimes the problem is communication - the failure to reach mutual understanding between the sender and receiver on an assignment or task; people don't know what is expected or how they are doing.
The ability of the supervisor or team leader to communicate will strongly influence the degree and quality of productivity. The goal therefore becomes: "To understand the important role communication skills play in helping to prevent problems from occurring."
Why Communication Problems Occur
Pinch model
Development of Active Listening Skills
Responsive Listening
Selective Listening
Questioning Skills
Performance Analysis
Why people don't do what they are required to do?
Five questions that managers should answer for their people in order to produce a high performance environment
Developing an Effective ROI
Responsibilities: from the customer's point of view
Objectives
Selecting measurement units
Setting priorities
Using Feedback
Indictors
What to do to meet objectives?
Keeping track.
Reward systems
The Contribution Statement
The 2-4 Minute Feedback Session
The Change Interview
Evaluation
Participants will demonstrate the communication skills taught in skill practice sessions.
