Communication & Listening
- Say What? Improving Your Listening Skills
- Advanced Listening Skills
- Walking the Dotted Line: Working for Multiple Managers
- Difficult Conversations
- Don’t Make a Fly Into an Elephant: Improving Your Effectiveness Through Better Intercultural Communication
- Tell it Like it Is: Feedback That Works!
- No-Fail E-Mail
- Say What You Write: Verbal Communication for Professionals
- Enneagram: 9 Ways of Working Smarter
- Foreign Body: Life in a New Land
- Communicating with Bargained-for Staff: Managing Performance in a Unionized Environment
- High Quality Connections-Lunchtime Series
- From Verbal Combat to Consensus: The Gentle way to Earn a Black Belt in Communication
- Vocal Intelligence for Empowering Women
Say What? Improving Your Listening Skills
Good listening is an active process and a skill that must be learned. Come and receive valuable tools to improve listening skills in every situation.
You will learn to:
- Recognize how the listening process works
- Identify several barriers that block accurate comprehension
- Use reflection and questions to confirm your understanding
- Assess the impact of non-verbal language on the listening process
- Use empathetic listening to acknowledge and respond appropriately to emotions
- Use different levels of “reflecting content” to verify your comprehension
You will benefit by:
- Improving interpersonal relationships at work or elsewhere
- Increasing your knowledge through effective listening
- Recognizing the value of listening as an effective communication tool
Audience:
All staff interested in gaining or improving fundamental listening skills
Schedule Selection(s) |
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Cost: $149 |
Dates & Times: Tue. 9/18/12, 8:30 a.m. - 12:00 p.m.
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| Dates & Times: Thu. 1/10/13, 8:30 a.m. - 12:00 p.m.
Code: CLC1309 |
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| Dates & Times: Wed. 5/8/13, 1:00 p.m. - 4:30 p.m.
Code: CLC1310 |
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Advanced Listening Skills
This course is a continuation of Say What? Improving Your Listening Skills (formerly Improving Your Listening Skills) and is designed for those who have already learned the basics of effective listening. Using personal work experiences, you will have the opportunity to further practice and refine your listening skills in a safe and supportive environment.
You will learn to:
- Recognize how personal biases shape a person’s listening ability
- Practice overcoming your personal biases to listen more effectively
- Assess how your listening skills have been influenced by family and life experiences
- Use a strategic communication model for better listening
- Utilize different listening techniques to solve various problems
You will benefit by:
- Gaining confidence in the use of effective listening techniques
- Recognizing when listening is more effective than talking
- Showing greater support to your staff and colleagues
Audience:
All staff members who have taken basic listening courses and want to maximize their listening skills and improve interpersonal relations
Schedule Selection(s) |
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Cost: $149 |
Dates & Times: Thu. 2/28/13, 8:30 a.m . - 12:00 p.m.
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Walking the Dotted Line: Working for Multiple Managers
If you report to one person but have a dotted line relationship with another manager, then you know the challenges involved with keeping both happy while still juggling your duties. In this session, you will gain the necessary skills to leverage your relationships and successfully walk the dotted line.
You will learn to:
- Manage the concurrent demands of multiple managers to make the best use of your time
- Identify the points of influence with each of your managers to assure success in your work
- Find helpful ways to facilitate conversation between your managers to enable them to help you prioritize your various duties
You will benefit by:
- Knowing how to prevent potential issues before they happen
- Gaining better control of how you spend your time
- Decreasing the stress that can come with reporting to multiple managers
Audience:
Anyone reporting to more than one manager who would like to better manage their performance
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: Wed. 4/10/13, 8:30 a.m. - 12:00 p.m.
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Difficult Conversations
Using the popular book, Difficult Conversations, this class will explore the elements of difficult conversations, along with ways to make them less stressful and more productive.
You will learn to:
- Shift to a learning stance in order to better interpret the other person’s position
- Examine your assumptions about the situation
- Recognize the part we each play in difficult conversations
- Use the best ways to analyze and address the issue(s) successfully
You will benefit by:
- Lowering your anxiety while holding a “difficult conversation”
- Learning innovative techniques for better communication
- Expressing yourself clearly and powerfully
Audience:
All staff members who would like to improve their ability to manage challenging communication issues
Course Preparation:
The book Difficult Conversations by Douglas Stone, Bruce Patton and Sheila Heen is included in the cost of this class and will be dispersed in the classroom.
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: Wed. 9/12/12, 8:30 a.m. - 12:30 p.m.
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| Dates & Times: Thu. 1/24/13, 1:00 p.m. - 5:00 p.m.
Code: CLC1305 |
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| Dates & Times: Wed. 5/1/13, 8:30 a.m. - 12:30 p.m.
Code: CLC1306 |
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Don’t Make a Fly Into an Elephant: Improving Your Effectiveness Through Better Intercultural Communication
No matter what a person’s background, understanding what culture is and how it impacts the way people communicate increases your effectiveness and likelihood of being understood by others.
You will learn to:
- Distinguish which communication patterns may be due to native culture, race, or gender and which are due to individual personalities
- Define what a communication style is and why it is important for effective communication
- Recognize when communication styles and patterns are negatively impacting an interaction
- Identify the 7 crucial components that impact communications
- Analyze and compare your own communication with that of others who come from differing backgrounds
- Use the “Communication Style Descriptor Checklist” to analyze a miscommunication
You will benefit by:
- Interpreting others’ communication more accurately
- Recognizing when your own style gets in the way of good communication, especially those that cross cultures
- Leveraging style differences to dramatically improve communication
- Increasing your effectiveness as a communicator in any kind of interaction
Audience:
Anyone who would like to increase his or her communication effectiveness; who regularly communicates with people of different cultures (ethnic, racial, or gender) including non-native English speakers or those who speak English as a second language
Schedule Selection(s) |
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Cost: $149 |
Dates & Times: Tue. 10/9/12, 8:30 a.m. - 12:00 p.m.
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Tell it Like it Is: Feedback That Works!
Too often our work productivity suffers because we cannot communicate effectively. However, there are methods for giving feedback to your colleagues that allow you to be authentic without damaging the relationship.
You will learn to:
- Determine how to use your emotions effectively
- Use a process for giving effective feedback
- Consider the essential factors before responding
- Structure your feedback for best results
- Express your opinion while acknowledging others’ opinions
- Find ways to disagree with others without destroying the relationship
- Provide feedback based on a real understanding of the other person’s ideas, views and needs
You will benefit by:
- Preserving your integrity through honest feedback
- Becoming more authentic in your communication
- Developing comfort with giving feedback
- Improving your relationships at home and work
Audience:
Any staff member seeking tools and greater comfort in providing feedback to their colleagues
Recommendations for course preparation:
Participation in Improving Your Listening Skills and/or Assertiveness Skills is strongly encouraged prior to enrollment in this course.
Schedule Selection(s) |
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Cost: $149 |
Dates & Times: Tue.3/19/13, 9:00 a.m. - 12:00 p.m.
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No-Fail E-Mail
E-Mail has become the most commonly used form of communication in the workplace; it is also the most frequently misunderstood. Learn how to use e-mail to enhance, not sabotage, your communication.
You will learn to:
- Compose clear and concise messages to enhance your readers’ comprehension
- Identify “hot buttons” and avoid using them when sending email
- Recognize and use proper email “etiquette” in your daily communication
- Determine when to use and NOT to use email to communicate
You will benefit by:
- Improving your overall productivity
- Gaining control over your email inbox and limiting interruptions
- Upgrading your communication and professional image
Audience:
Anyone interested in using e-mail to communicate more effectively
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: Thu. 2/14/13, 1:00 p.m. - 5:00 p.m.
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Say What You Write: Verbal Communication for Professionals
Skillful verbal communication is an important aspect of being successful in any business environment. See how basic skills can help you become more confident in your ability to communicate with others.
You will learn to:
- Identify the key principles of effective verbal communication
- Recognize and eliminate using slang terms that negatively affect your ability to communicate with others
- Use appropriate grammar in your verbal communication
- Demonstrate how to enunciate words clearly and effectively to others
You will benefit by:
- Gaining confidence in your ability to communicate with others successfully and with impact
- Knowing when to speak and when to listen
- Becoming clear and concise when speaking with others
Audience:
Anyone who feels that they could enhance their professional image by being a better verbal communicator
Schedule Selection(s) |
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Cost: $169 |
Dates & Times: Wed. 9/26 & 10/3/12, 1:00 p.m. - 4:00 p.m.
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Enneagram: 9 Ways of Working Smarter
While every individual is unique, we have patterns in the way we think, feel, and behave which form our identity and Enneagram personality type. The more we become aware of these gifts, the better we become at understanding others and how they see the world.
You will learn to:
- Assess your natural Enneagram working style
- Describe the eight other Enneagram work styles
- Identify your work style under calm, stressful and high performance conditions
- Recognize your preferred work environment where your style can be more successful
You will benefit by:
- Gaining a clearer sense of how you work and what you need from your environment
- Understanding the many ways others work
- Becoming more flexible and effective when working with others
Audience:
Anyone interested in learning how their personality type influences their interactions with others
Course Preparation:
An assessment tool will be sent to you ahead of time to be completed and returned before the session.
Program Note:
Participants will receive a copy of the book The Essential Enneagram by David Daniels, M.D. and Virginia Price, Ph.D.
Schedule Selection(s) |
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Cost: $189 |
Dates & Times: Thu. 5/16 & 5/23/13, 8:30 a.m. - 12:00 p.m. |
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Foreign Body: Life in a New Land
The University of Michigan is a very diverse workplace. While the social and cultural norms of working in this country are second nature to native employees, they can be overwhelming to our international colleagues, students or customers. In this session, you will "walk a mile" in the shoes of an international colleague to learn how you can generate a better understanding of—and more effective interactions with them.
You will learn to:
- Determine when communication problems are cultural rather than behavioral so you can have more effective conversations
- Recognize behavioral coping strategies used by immigrant employees to better guide your interactions with them
- Describe how national identity impacts a person's perspective so you can better empathize with your international colleagues
You will benefit by:
- Knowing—if only temporarily—what it means to be foreign
- Gaining an understanding of the emotional and psychological realities facing immigrant employees
- Developing empathy and compassion for the difficulties your international colleagues face daily
Audience:
Native English speaking American staff members who need to gain a better perspective of their international colleagues, students or customers
Course Preparation:
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: CANCELLED: Thu. 11/8/12, 8:30 a.m. - 12:00 p.m. |
Cost: $159 |
Dates & Times: Thu. 7/11/13, 8:30 a.m. - 12:00 p.m. |
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Communicating with Bargained-for Staff: Managing Performance in a Unionized Environment
Effective communication with your staff can be challenging. Being a manager in a bargained-for environment can complicate things further with the addition of managing within union guidelines and contracts.
You will learn to:
- Recognize important fundamental principles necessary to represent the well-being of the University while building an interest-based rapport with your unionized employees and representatives
- Use effective strategies to communicate goals, objectives and expectations to successfully facilitate discussions iwth bargained-for employees
- Identify a variety of proven methods to encourage solid performance and to correct behavior associated with problem performance or misconduct
- Use strategies to navigate the power structures of the unionized environment in order to build better rapport with bargained-for staff
You will benefit by:
- Leaving with a toolkit of tatics and strategies that will empower you to address positive and negative performance
- Gaining confidence in your ability to communicate with bargained-for staff
Audience:
Supervisors and managers who are responsible for managing the performance of bargained-for staff
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: CANCELLED: Tue. 4/9/13, 8:30 a.m. - 12:00 p.m. |
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High Quality Connections-Lunchtime Series
High Quality Connections are ties or interactions between people marked by mutual regard, trust, and respectful engagement. Based on the research of Professor Jane Dutton from the Center for Positive Organizational Scholarship, each of these one-hour sessions will focus on a different aspect of applying High Quality Connections in the workplace. Topics covered will include Experiencing the Power of High Quality Connections, Increasing Your Ability to Help Others Succeed and Building Trust in the Workplace.
You will Learn To:
- Describe what high-quality connections are, how to build them and why they are important in the
workplace - Apply strategies that use the four pathways for building high-quality connections to broaden thinking, increase job satisfaction, and create enhanced organizational cooperation
- Use High Quality Connections to increase creativity
You will Benefit by:
- Using actual workplace scenarios to solidify the concepts learned in class
- Being exposed to the leading edge research of the Center for Positive Organizational Scholarship
- Attaining broader thinking about how you interact with others in the workplace
Audience:
Anyone desiring to enhance communication at the individual, team, or department level, as well as those interested in increasing employee engagement
Program Note:
Please feel free to bring your lunch to the sessions!
Recommended Courses:
Working with Difficult People and Personalities, Say What? Improving Your Listening Skills and/or Fundamentals of Conflict Management
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: CANCELLED: Wed. 10/10, 10/17 & 10/24/12 11:30 a.m. -12:30 p.m. (Lunch is not included) |
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From Verbal Combat to Consensus: The Gentle way to Earn a Black Belt in Communication
It’s difficult to stay calm and focused when engaged in a heated or difficult conversation, especially if you’re trying to influence the other person’s behavior and they’re not listening. Based upon the concepts developed by best selling author, Dr. George Thompson, in this session you will learn techniques to increase your ability to resolve these situations.
You will learn to:
- Summarize a concrete, 5 step process to lower others’ resistance
- Find ways to change your own behaviors to increase others’ compliance
- Identify the 5 basic desires of human interaction that fuel difficult situations
- Distinguish the difference between natural language and tactical language
- Formulate a plan for removing your ego from the conflict
You will benefit by:
- Choosing appropriate springboard and deflection statements to lower resistance
- Using techniques to assist in lowering the need to react to others’ comments and
behaviors - Creating a more supportive environment for resolution of difficult situations
Audience:
Anyone who is interested in advanced techniques for conflict resolution or decreasing resistance and increasing compliance from others
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: Wed. 2/27/13 8:30 a.m. -12:30 p.m. |
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Vocal Intelligence for Empowering Women
You have important things to share and if you do not have the confidence to do so, everybody loses. Presenting yourself with power does not mean that you are manipulative or controlling. It does mean that you have choices, can make a difference and are in control of your future.
This workshop will help you develop a more powerful image while avoiding the stereotypes of what it means to be a “powerful woman.”
You will learn to:
- Apply techniques that will help you manage the mind game that we play with ourselves when it comes to speaking up
- Use the 3 simple steps to speaking up and being heard
- Explain the difference between common male and female speaking traits in order to be objective
- Utilize strategies that will help you overcome the 5 voice habits that can sabotage women’s success
You will benefit by:
- Decreased stress when you are putting yourself forward
- Increased confidence in your ability and desire to speak
- Being perceived as committed, yet approachable
- Feeling accomplished in making strides for yourself and other women
Audience:
Women who would like to present themselves more powerfully in the work place and in their personal life
NOTE: Each participant will receive a copy of Marlena’s CD
Schedule Selection(s) |
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Cost: $159 |
Dates & Times: Wed. 5/15/13 8:30 a.m. -12:30 p.m. |
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