**Interpersonal Skills**
*Non-verbal Communication*
- Types of nonverbal communication
- The impact of nonverbal cues
- Open and supportive body language
- Communicating with a helpful and positive tone
- Filters and the effect on nonverbal messages
*Active Listening and Assertive Speaking*
- Explain assertive, aggressive, passive, passive-aggressive styles
- Demonstrate active and attentive listening
- Listening self-assessment and reflection
- Identify barriers to effective listening
- Use powerful descriptive "I" messages
- Focus on solutions in assertive speaking
*Giving and Receiving Instructions / Making Requests*
- Ways to enhance clarity
- Importance of giving specific instructions
- Practice following directions
- Checking perceptions and understanding
- Differences in adult learning styles and comprehension
- Following up on instructions and requests
**Oral Communication Skills**
*Presentation Skills*
- Baseline classroom presentation and peer critique
- Audience analysis
- Presentation objectives
- Organizing your visual aids
- Dealing with anxiety and nervousness
- Effective delivery techniques
*Impromptu Speaking*
- Self-assessment of impromptu speaking skills and reflection
- The role of nonverbal communication
- Process for handling impromptu questions
- Direct vs. indirect answers
- Avoiding the phrase I don't know
*Effective Meeting Skills*
- Elements of effective meetings
- Meeting facilitation technique
- Meeting roles and responsibilities
- Using guidelines for success to stay focused
- Methods for checking consensus
- Challenges of virtual meetings (webinars, conference calls)
**Team Communication Skills**
*Conflict Resolution*
- The value of conflict
- Understand why people don't embrace conflict
- Self-assessment of conflict resolution style
- Dealing with difficult people
- Conflict avoidance communication techniques
*Generational Communication*
- Characteristics of generations in the workplace
- Defining events and expectations of different generations
- Bridging generational communication gaps
- Valuing work preferences of different generations
*Giving and Receiving Feedback*
- Self-assessment on giving feedback
- Analyzing feedback scenarios and identify opportunities
- Planning for giving feedback
- Three feedback challenges and ways to overcome them
- Improving performance using positive feedback
- Assessing opportunity as a receiver of feedback
- Dealing with unjustified negative feedback (criticism)
**Written Communication Skills**
*Writing Foundations*
- Matching singular or plural subjects with appropriate verb forms
- Identifying the correct verb form to be used with indefinite pronouns
- Omitting prepositional phrases when proofreading to ensure correct grammar
- Eliminating redundant adjectives, adverbs and phrases
*Business Writing*
- Using reader-centered techniques to maintain customer goodwill
- Choosing language that keeps your message clear, concise and contemporary
- Designing documents that accomplish your objectives
- Using direct and indirect approaches to accomplish desired results
- Applying the best practices of email communication to your own writing
*Proofreading Skills*
- Proofreading approaches and tips to improve document accuracy
- Rules regarding correct number usage in written communication
- Spelling errors and commonly misspelled words that cause clarity problems
- Punctuation rules for commas, semicolons, colons, dashes and quotation marks.