|Part I - Planning and Participating in Difficult Discussions|
- Discuss different ways of using questions and statements to guide the interaction,
- Utilize the DESC technique and other talking points during the interaction,
- Identify ideas to prepare for the interaction, e.g. the opening and the closing,
- Prepare and plan for opening, body, and closing of difficult discussions,
- Prepare and practice possible scenarios.
|Part II - You Should Have Heard Them Listen: Verbal and Nonverbal Approaches|
- Identify five important functions of effective listening,
- Utilize different strategies to fulfill the different functions of effective listening,
- Practice different types of paraphrasing to demonstrate effective listening,
- Practice different ways to confirm or avoid disconfirming during the listening process.
|Part III - Sticks and Stones Will Break My Bones and Words Will |Never Hurt Me: Verbal Messages
- Identify ways that words can help or hinder us,
- Discuss different characteristics of words and the impact on the interactions,
- Identify five effective strategies for using words,
- Practice changing defensive statements into supportive statements,
- Identify steps in giving or receiving feedback,
- Identify steps in giving or receiving apologies,
- Practice using words effectively in giving or receiving feedback and/or apologies.
|Part IV - “It’s Not What You Said; It’s How You Said It:" Nonverbal Communication|
- Identify the importance of nonverbal communication,
- Discuss the different nonverbal subcodes and their functions,
- Review tips for effective nonverbal communication,
- Discuss ways to effectively manage nonverbal communication as a sender or receiver,
- Discuss nonverbal communication based on cultural differences,
- Practice using effective nonverbal communication in different settings.
|Part V - It Takes Two: Conflict Management|
- Define the concept of conflict,
- Compare and contrast five models of conflict management,
- Discuss the factors that impact one's preferred choice of conflict management model,
- Discuss and practice the six-step problem-solving process,
- Review tips for guiding and managing conflict discussions.
|Part VI - Small Talk That Takes You Big Places: Social Communication|
- Identify six benefits of social communication,
- Discuss a basic recipe for social communication,
- Review useful topics for social communication,
- Practice initiating and maintaining social communication with questions and/or statements,
- Discuss nonverbal and verbal approachability cues,
- Discuss factors that impact one's decision to initiate or partake in social communication.