• Identify and work successfully with different communication styles.
• Develop and practice skills that manage breakdowns more effectively.
• Identify strategies for effectively managing internal dialogue.
• Develop and practice strategies for being assertive in conflict situations.
• Give and receive effective and appropriate feedback.

Relating not Relaying

• The domain of interpersonal communication
• What works and doesn't work

Creating Communication

• Different communication styles
• The flow of a communication
• Framing
• End Framing

Ladder of Inference

• Understanding the ladder on inference
• How we use the ladder in our lives
• Reality checking
• Climbing back down the ladder

From Upset to Opportunity

• Discovering the causes of upset
• Choosing an appropriate response
• Changing upset into opportunity using the idea model

Managing Conflict through Assertiveness

• Aggressive, submissive or assertive?
• Ten steps to being assertiveness
• Managing aggressive behaviour

The Gift of Feedback

• The Johari Window
• ABCD's of giving feedback
• Feedback from pre-course work
• ABCD's of receiving feedback
• Practicing feedback

Language of Effective Action

• Making effective requests
• Promising
• Counter-offering
• Renegotiating
• Completion

What's Next

• Action planning
• Setting projects to complete in the workplace