HUMAN RESOURCES & LEADERSHIP
Supervisor Communication Skills
Program Highlights:
Communication is a complex set of behaviors and
interactions that involves both giving and
receiving a plethora of information. In this course
you will learn the importance of assertive
speaking; asking directly for what you need from
others without being aggressive. You will discover
techniques for holding others accountable while
also create and practice the art of equitable
compromise.
Benefits Include:
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Next Steps:
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Coaching Conversations
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Coaching for Development
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Developing Your Direct Reports
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Meeting Management
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Managing Managers
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Identify the characteristics of
assertive behavior and include
them in your interactions.
Ask directly for what you need
without being aggressive.
Confront problem behaviors
successfully.
Create equitable compromises
with employees and peers.
Hold others accountable.
Manage conflicts to achieve
productive outcomes.
Deal with difficult people
effectively.
Stand Out!
Course Outline
6 Hours
DESCRIPTION
H
Chapter One:
Principles of Effective Communication
• Introduction
• Have a direction
• Listen carefully
• Develop emotional awareness
• Commit to a solution
Chapter Two:
Principles of Assertive Communication
• Self-assessment: How assertive are you?
• Self-assessments: passive, aggressive, passive-aggressive
• Definition of assertiveness
• Styles of assertive communication
• Blocks to assertiveness
Chapter Three:
Putting Assertiveness to Work
• Establish credibility and trust
• Use positive language
• The confrontation model
• Anticipate typical responses to confrontation
• Avoid provoking language
• Understanding the escalation process
• Giving feedback
• Handling criticism
Chapter Four:
Handling Specific “Difficult” Personality Types
• Introduction
• “Get-it-right” people
• “Get-it-right” case studies
• “Get-it-done” people
• “Get-it-done” case studies
• “Get appreciated” people
• “Get appreciated” case studies
• “Get along” people
• “Get along” case studies