Higher Communication Skills Program

• 3

• 8

• 10

  weeks

– Develop the communication skills essential for any person with responsibility in the business world or who needs within their organization, to perfect the skills related to interpersonal communication,

• 3

• 8

• 10

  weeks

TRAINING ITINERARY: Effective Presentations

MOD. 1: PREPARE A PRESENTATION

Organize the presentation
– The previous moments
– Self-control and self-efficacy
– How to control your nerves
– How to plan a presentation
– How to structure content
– How to use the support media

Connect with the audience
– How to connect with the audience
- How to speak in public
– The lighthouse technique
- The physical appearance
– Typology of the audience

Connect with your audience (cont.)
– How to stimulate participation
– Aggressiveness and passivity: causes and solutions
– How to react to questions
- The communication
– Characteristics of a message
– Verbal communication: the voice
– Verbal communication: oral expression
– Non-verbal communication: kinesics
– Non-verbal communication: proxemics
– Usefulness of non-verbal communication
– Active listening: concept and stages
– Usefulness of active listening

Close the presentation
– How to end a presentation
– The turn for questions and answers
– How to react to criticism

Analyze a presentation
– How to prepare an assessment questionnaire
– What elements of the presentation are analyzed
– How to face your analysis
– How to improve your presentations

MOD. 2: MANAGE MEDIA IN PRESENTATIONS

Know the teaching aids
– The senses and learning
– Basic media requirements
– Basic components of the media

Use teaching aids
– Characteristics of the teaching aids
– Whiteboard characteristics
– Characteristics of the flipchart
– Overhead projector characteristics
– Slide Projector Features
– Projection cannon characteristics
– Characteristics of audiovisual media
– Characteristics of computer media
– Recommendations for the use of teaching aids
– Recommendations for using the whiteboard
– Flip chart recommendations
– Recommendations for use of the overhead projector
– Recommendations for using the slide projector
– Recommendations for use of the projection cannon
– Recommendations from audiovisual media
– Recommendations from the IT media

Prepare presentations
– Notes on the blackboard
– Notes on the flipchart
– Slide creation
– Creation of transparencies
– Creation of cannon presentations
– Creation of video presentations
– Characteristics of the EAO
– Search or creation?
- Selection criteria
– Room type

TRAINING ITINERARY: Effective Business Writing

Introduction
Six Logical Principles
– Fragmentation
– Epigraphed
– Conciseness
– Clarity and Simplicity
– Visuality
– Coherence
Five Phrases to Write
– Analyze the audience and adapt to it
– Identify the purpose of the writing and the desired response
– Define the possible headings to use
– Write and structure the text
- Check and correct
Internal Communications
– Structure of internal communications
- Practical exercise.
External Communications
– Different communications
– Techniques: Deductive and Inductive
– Structure of external communications
- Practical exercise
Reports
– Identify the purpose of the writing
– Different types of report
- Practical exercise.
Email
– Structure of an email message
– Guidelines for writing emails
- Practical exercise

TRAINING ITINERARY: Interpersonal Communication

MOD. 1: INTERNAL COMMUNICATION

Transmission of verbal messages
– Communication concept
– Communication components
– 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?
– Message stages
– 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
– Support material functions
– Principles of use
– Disability and accessibility

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

MOD. 2: NON-VERBAL COMMUNICATION

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

MOD. 3: ACTIVE LISTENING

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
– Mind control: deformed thoughts
– Concentration techniques
– Mental barriers originating from the sender

The listening process
– Look, facial expression, body language and gestures
– Non-verbal language
– Listen with interest and empathy
– Techniques for listening 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
– Active listening summary concept map
– Benefits of listening
– Listening styles
– Listening improvement plan

MOD. 4: CRITICISM AND ACKNOWLEDGMENTS

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 to the form
– Guidelines for requesting feedback

Benefits of feedback
– The 360º evaluation
– The Johari Window

MOD. 5: CONFLICT RESOLUTION

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

• 8

• 10

  weeks

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