AMA2235 Building Better Work Relationships: New Techniques for Results-oriented Communication

1. Effective Workplace Relationships

• Behaviors that support or undermine effective workplace relationships
• Assess personal uses of behaviors that support or undermine effective relationships with important people and groups at work

2. Communication and Perceptions

• Personal and professional responsibilities in communicating effectively with others by becoming a "conscious communicator"
• Evaluate a model of communication in order to be conscious of the direct correlation between effective communication and strong work relationships
• Behaviors that erode trust and how they can be avoided
• Short- and long-term implications of communication as a cycle of continuous responses that create "relationship residue"
• Use rapport building as a tool to improve relationships

3. Investigating Emotions and Emotional Intelligence

• Apply a broader definition of intelligence
• Redefine yourself and others using a multiple intelligence model
• Relationships between emotional intelligence, world view, perception, and effective relational-communication behaviors
• Analyze and identify strategies to improve work relationships by applying emotional intelligence

4. Building Better Relationships with Ourselves and Others

• Evaluate the impact of world view, perception, and emotional intelligence on self-concept, self-esteem, and self-awareness
• Impact of self-perception on our interactions with others
• Concepts of self-fulfilling prophecy in the workplace
• Your particular social/communication style-how you most often relate

5. Relationship Building

• Behaviors that build trust and how they can be used to build effective workplace relationships
• Use of assumptions in explaining and predicting others' behaviors and reactions
• Apply conscious communication skills to assessing the situational trustworthiness of others
• Analyze, assess, and counteract people and situations that elicit or exhibit unproductive attitudes

6. Expressing Needs Within Relationships

• Assess interpersonal influence choices using the "need to control" continuum
• When and how to most effectively use assertive verbal and nonverbal behaviors
• Apply insights gained through completing a SWOT profile to a personalized influence development plan

7. Relational Communication

• Improve your communication style with others who have different styles, therefore building more meaningful and productive relationships
• Assess and sharpen verbal and nonverbal behaviors and skills
• Apply direct and indirect messages in order to flex communication to meet varying goals
• Utilize feedback and questioning skills to better understand others and their relationship needs

8. Relational Listening

• Listening barriers and their impact on development of effective workplace relationships
• Ask good questions and use paraphrasing to improve listening skills and relationships
• Apply active and reflective listening skills in specific types of workplace listening situations
• Best practices for giving or seeking feedback

9. Addressing Relational Change and Conflict

• Assess and adapt to changes in work relationships and the work environment
• Conflict management strategies to fit specific relationships and situations
• Synthesize skills addressed in the program and systematically apply them in creating a comprehensive plan for assessing and resolving relational conflicts