Interpersonal communication in organizations

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• 6

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Upon completion of training through the different units, the user will be able to:
– Organize the transmission of messages
– Use the most effective procedures for communication
– Use support material for transmission
– Transmit messages in the organization
– Recognize the functions and characteristics of non-verbal language
– Analyze body messages
– Identify proxemic messages
– Analyze paraverbal messages and physical appearance
– Prepare listening situations, identifying and deactivating communication barriers
– Manage the key elements of active listening, using verbal and non-verbal techniques that ensure empathetic listening
– Ask appropriately, using questions appropriate to each situation
– Assess behavior as a listener and the benefits of improving listening skills
– Assess the importance of feedback, developing attitudes favorable to its emission and reception.
– Identify the steps and key elements in the process of managing criticism and recognition
– The most useful tools and techniques in each step and circumstance
– Evaluate the execution of the feedback
– Anticipate and identify conflict situations
– Resolve conflicts through social skills
– Resolve conflicts through influence
– Resolve conflicts through negotiation

• 3

• 1

• 6

  weeks

<strong>Module 1. Internal communication</strong>

Transmission of verbal messages
..- Concept of communication
.- Components of communication
.- Types of communication in an organization
.- Communication procedures
.- Stages of communication
.- Benefits of communication
.- Why do we communicate?
.- Communication channels
.- When to communicate
.- Where to communicate
.- Efficiency of communication networks

Procedures for transmitting messages
.- Main barriers
.- Overcoming barriers
.- What information must be communicated?
.- Stages of the message
.- Aspects of the message
.- Written communication
.- Organization of the message
.- Oral communication
.- Components of a message
.- Principles of face-to-face communication
.- Functions of non-verbal language
.- Dimensions of non-verbal language
.- Inhibited style
.- Aggressive style
.- Functions of the support material
.- Principles of use
.- Disability and accessibility

Message transmission
.- Situational leadership model
.- Give instructions
.- Give news
.- Generate commitment

<strong>Module 2. Non-verbal communication</strong>

Recognize the functions and characteristics of non-verbal language
.- Characteristics of non-verbal language
.- Interpretation of gestures
.- Information transmitted by gestures

Analyze body messages
.- Shake hands
.- The language of touch
.- Gestures of attention
.- Gestures of pleasure
.- Gestures of rejection and aggressiveness

Identify proxemic messages
.- Situation in space and status
.- Distribution in space

Analyze paraverbal messages and physical appearance
.- The physical appearance
.- Paraverbal elements

<strong>Module 3. Active listening </strong>

Listening preparation
.- Importance of identifying physical barriers
.- Physical barriers
.- Guidelines to overcome physical barriers
.- Types of obstacles to listening originating from the listener
.- Guidelines to overcome one's own mental barriers
.- Mental control: detection of negative thoughts
.- Mental control: deformed thoughts
.- Concentration techniques
.- Mental barriers originating from the sender

The listening process
.- The look, facial expression, body language and gestures
.- Non-verbal language
.- Listen with interest and empathy
.- Techniques to listen with interest and empathy
.- Behaviors that should be avoided to listen with interest and empathy
.- Listen carefully: take notes
.- The linear scheme and the mental map

Use of questions
.- The art of asking
.- Kind of questions
.- The applications of the questions

Improve listening skills
.- Conceptual map of active listening summary
.- Benefits of listening
.- Listening styles
.- Listening improvement plan

<strong>Module 4. Criticism and recognition</strong>

Feedback preparation
.- Analysis of the situation
.- Information sources
.- Feedback objectives
.- Stages in the process of giving feedback

Feedback management
.- Call and opening
.- Description of the facts
.- Active listening
.- Proposal of alternatives
.- Agreements and thanks

Request and receive feedback
.- Guidelines for receiving feedback
.- Request changes in the form
.- Guidelines for requesting feedback

Benefits of feedback
.- The 360º evaluation
.- The Johari Window

<strong>Module 5. Conflict resolution</strong>

Anticipate and identify conflict situations
.- Concept of conflict
.- Why don't others do what they should do?
.- Antecedent factors
.- Potential for conflict
.- Types of conflict
.- Phases of the conflict
.- Conflict management
.- Options for conflict management
.- Tools for conflict management

Resolve conflicts through social skills
.- Emotional competence
.- Personal competence
.- Social competition
.- Development of emotional competencies
.- Individual techniques
.- Errors in social reasoning

Resolve conflicts through influence
.- Power or influence
.- Structural aspects of influence
.- Personal influence
.- Classification of influence methods
.- Elements of influence
.- Bases of power
.- Putting influence into practice

Negotiate to resolve conflicts
.- Negotiation concept
.- Alternatives in negotiation
.- Attitudes towards negotiation
.- Negotiation process

• 3

• 1

• 6

  weeks

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