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Communication Skills for IT Professionals
Overview

Effective communication skills are the key to influencing others and to establishing and maintaining good relationships. This interactive workshop describes how to achieve mutual understanding and greater clarity in interpersonal communication, identifies and develops communication skills, and provides opportunities for refining skills through role-playing activities.

Prerequisites

None

Audience

IT (information technology) and other professionals at all levels.
Maximum number of participants: 12

Course duration

2 Days

Classroom Requirements

Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities.

Format
  • Presentation
  • Written Exercises
  • Interactive Activities
Objectives

After this course a student should be able to

  • Identify barriers to communication
  • Identify verbal and non-verbal communication techniques
  • Employ active listening techniques
  • Recognize effective telephone techniques
  • Employ influencing techniques
  • Use appropriate terminology for different audiences
Course outline
  • Introduction
  • Communication Overview
    • Identifying Barriers to Communication
    • Defining Communication
    • Results of Miscommunication
  • Interpersonal Communication
    • Body Language
    • Using Body Language to Communicate
    • The Pitfalls
    • Active Listening
    • Verbal Communication
    • Choosing and Matching Language
    • Appropriate Language
  • Telephone Skills
    • Effective Telephone Techniques
    • Voice Matching
    • Telephone Tips
    • Voice Mail Guidelines
  • Influencing Skills
    • Influencing Factors
    • Preparing to Influence
    • Influencing Others
    • Influence or Manipulation
  • Workshop Review
    • Review
    • Post-Workshop Assessment

 
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16523 SW McGwire Ct.
Beaverton OR 97007
 
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