Communication

Effective communication is a must at work and at home. In this course, you will discover what effective communication is and why it is important.

• Match the choice of medium to your message’s content
• Understand the consequences of miscommunication
• Describe the process for constructing clear verbal and written messages

Balancing verbal communication and listening skill is a must have for personal and professional success. Many people are confident with their verbal communication skills, but often forgetting about the importance of being a good listener.

When you overcome listening barriers and practice good listening skills, you’re more likely to understand the message the way a speaker intends.

• Identify the different approaches to communication
• Understand how paralanguage affects verbal messages
• Understand the importance of listening
• Identify and overcome barriers to listening
• How to engage your listeners while practicing active listening
• Being a good listener
• Understand how to leave a clear and effective voicemail
• How to paraphrase and mirror a message

Sometimes writing communicates your message more clearly than the spoken word. This course will give you the guidelines to help you create an effective written message.

• Making your message easy to follow
• Understand the need for editing
• Writing business letters and memos
• Understand email etiquette and the best practices

In certain situation, you don’t always need spoken or written words to communicate. Often unintentional, nonverbal communication can reveal how a person really feels. It is important to understand how to be aware and read nonverbal communication.

• Describe how a person communicates without words
• Understand how body language sends a message
• Interpret different types of body language
• Describe how spatial distance impacts communication
• List ways to convey openness and acceptance

Conflict is inevitable and not all conflict is bad. Effectively managing conflict is important for everyone in an organization to maintain a good team dynamic and collaboration.

• Three views of conflict and examples of conflict
• Understand the origins of conflict
• Define and differentiate positive and negative conflicts
• Learn the Thomas-Kilmann styles of conflict management
• Discuss the positives and negatives of different conflict management styles
• Understand positional bargaining
• Discuss the Interest-Based Relational approach to conflict management
• Describe the questions you should ask yourself to facilitate a win/win conflict resolution

Technical writing is a form of technical communication used in many industries to relay complex information about products, practices, and processes to a varied audience.

• Define technical writing
• Describe the origin of technical writing
• List the three Cs of good technical writing
• Define clarity
• Define conciseness
• Define completeness
• Describe the importance of accuracy

Successful documents effectively convey necessary information.

• List the five steps to creating successful documents
• Identify parts of preparing to create a document
• Define primary purpose
• Describe the relationship between document content and intended audience
• Define scope
• List factors that influence the method used to deliver a document
• List common parts of documentation
• State the importance of well-organized documents
• Understand when the writing process should begin
• Describe the revision process