At present, the communication has become an essential tool for humankind. Through this training programme in Social Communication Skills and Conflict Resolution in the Workplace Students will be able to function effectively within the sector and acquire skills and abilities in terms of communication and conflict resolution. In short, this training will provide you with the tools required to improve your communication skills, develop social skills, and address and resolve conflicts effectively in your workplace.
Cross-cutting
Communication
25 hours
Social Communication Skills and Conflict Resolution in the Workplace
Communication
25 hours
Introduction
Objectives
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Purchase skills and abilities with regard to the process of communication and conflict resolution.
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Understanding the fundamentals communication and its importance in the workplace.
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Develop cognitive and behavioural skills in order to interact effectively.
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Learn strategies to obtain information effectively in both urgent and non-urgent situations.
Table of Contents
TEACHING UNIT 1. COMMUNICATION.
- Fundamentals of communication.
- Levels of communication.
- Myths, misconceptions and barriers to communication.
TEACHING UNIT 2. SOCIAL SKILLS AND ASSERTIVENESS.
- The basics of social skills.
- Skills for successful interaction: cognitive and behavioural.
- Assertiveness.
- Assertiveness training.
TEACHING UNIT 3. OBTAINING AND TRANSMITTING INFORMATION.
- Obtaining information: urgent cases. Non-urgent cases.
- Transmission of information.
- Telephone enquiries.
- Group work.
TEACHING UNIT 4. CONFLICT RESOLUTION.
- Problem analysis and decision-making.
- Intellectual resources for conflict resolution.
- Emotional resources for conflict resolution.
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