This 5-day comprehensive leadership program covers communication skills, resolving conflict, time management, and leadership.

Prerequisites

Completion of the course assessments for this program are recommended.

Objectives

 

Upon successful completion of this course, students will be able to:

• describe the communication process.
• apply listening skills.
• identify factors that influence communication.
• use communication tools.
• manage and resolve conflict.
• communicate in the workplace.
• allocate time.
• prioritize time.
• analyze, plan, and schedule time.
• avoid procrastination.
• manage interruptions and information flow.
• use time management tools.
• define leadership.
• identify effective leadership behavior.
• apply ethical leadership.
• manage change.
• apply leadership power.
• set goals.

 

Course content

 

Understanding the Communication Process

 

The Goal of Effective Communication

The Importance of Effective Communication

How Communication Works

The Process

Communication Networks

Eliminating Barriers

Listening Skills

Introducing Listening Skills

Active Listening

Re-examining Your Listening Skills

Empathetic Listening

Using Questions

The Role of Silence

Interpreting Responses

Recognizing Individual Sensory Modes

Understanding Influencing Factors

Identifying Influencing Factors

Minimizing Assumptions and Preconceptions

Minimizing Prejudices

Understanding the Situation or Environment

Using Communication Tools

Understanding Delivery Methods

Selecting Words

Using Tone and Sincerity

Using Body Language

Selecting the Correct Channel

 

Managing and Resolving Conflict

Understanding Conflict

Types of Conflict

Stages of Conflict

Identifying Factors That Promote Conflict

Poor Communication

Low Associate Morale

Individual Associate Concerns

Environmental Stresses

Diversity Issues

Using Constructive Ways to Manage Conflict

Responding vs. Reacting

Separating People from Problems

Coping Strategies

Conflict Handling Intentions

Negotiation and Bargaining

Personal Inventory: Conflict Management Style

Applying Conflict Management Tools

Tips for Controlling Emotions

Defenses Against Verbal Attacks

Handling Routine Hassles

Dealing with Anger and Aggression

Managing Intense Personality Types

Unit Activities

Role Play: Managing Difficult Situations

 

Communicating in the Workplace

Writing Effective Sentences

Placing Modifiers

Using Active Voice

Combining Sentences

Proofreading

Proofreading Suggestions

Using Telephone and Voice Mail Etiquette

Placing Calls

Answering Calls

Using Voice Mail

Using E-mail Etiquette

Understanding E-mail Guidelines

Resolving Employee Complaints

Understanding Effective Complaint Resolution Processes

Examining How You Currently Allocate Your Time

Your Week at a Glance

Identifying Individual Time Wasters

Common Time Wasters

Time Wasters or Long-Term Investments? Some Useful Techniques for Managing Interaction

Prioritizing Your Time

Deciding What Your Priorities Should Be – And Why

Begin with Your Job Description

Open the Time Window

Putting Your Money Where Your Time Is

What Have You Learned?

Making the Match

Analyzing, Planning, and Scheduling Your Time

Common Analysis and Planning Techniques

For Your Review

Unit Activities

Case Study: Analyzing and Planning a Customer Service Project

Avoiding Procrastination

Recognizing the Results of Procrastination

Common Strategies to Avoid Procrastinating

Managing Interruptions and Information Flow

Organizing Your Environment

Handling Mail and Memos

Handling E-Mail

Handling Interruptions

Putting Your Phone on Voice Mail

Set Expectations

Close the Door

State the Consequences of Interruptions

Handling Meetings

Using Time Management Tools

Introduction to Time Management Tools

“Sensing” Time

Planning and Scheduling Strategy

Monthly Planning and Scheduling

Weekly Planning and Scheduling

Daily Planning and Scheduling

Defining Leadership

Defining Leadership as an Ability and a Process

Understanding the Leadership Cycle

Understanding Effective Leadership Behavior

Understanding Leader Traits

Drive

Desire to Lead

Honesty and Integrity

Self-Confidence

Cognitive Ability

Knowledge of the Business

Understanding Leader Tasks

Envisioning Goals

Affirming Values

Motivating

Maintaining Positive Attitudes

Restoring Confidence

Managing

Achieving Unity Among Workgroups

Providing Explanations

Advocating Renewal

Serving as a Symbol

Representing the Group

Applying Ethical Leadership

Understanding Leader Motives

Operating Within Legal Boundaries

Considering Economic and Social Pressure

Meeting Self-Interest

Recognizing and Communicating the Ethics of a

Problem

Eliminating Rationalization

Displaying Respect for Others

Defining Personal Worth with Ethical Behavior

For Your Review

Unit Activities

Understanding Ethical Leadership Behavior

Understanding Change

Creating a Mission Statement

Components

Distinguishing Between Frame-bending Changes and Frame-breaking Changes

Frame-bending Changes

Frame-breaking Changes

Restructuring an Organization

External Factors

Internal Factors

Communicating and Implementing Restructuring

Reaffirming Core Values

Managing Change

Applying Leadership Power

Using Power to Your Advantage

Referent Power

Expert Power

Reward Power

Coercive Power

Legitimate Power

Selecting Different Power Types

Sources of Power

Developing Relationships

Using and Building Interpersonal Skills

Establishing a Good Reputation and Past

Performance History

Increasing Knowledge, Skills, and Information

Controlling Resources

Setting Goals

Applying Basic Goal-Setting Principles

Setting Difficult and Attainable Goals

Setting Specific Goals

Encouraging Participation

Providing Periodic Feedback

Types of Goal Setting

Targeted

Overall

Measuring Goals

Using a Single Productivity Index

Setting Goals for Individual Performance Aspects

Assigning Points to Output Levels

Determining a Time Period

Reviewing Goals Each Period

Implementing a Goal-Setting System

Managing Resistance

Minimizing Distortion

Involving Management

Reporting Positive and Negative Feedback

Revising the Goal-Setting System

For Your Review

Unit Activities

Designing a Goal-Setting System