It is often the case that we encounter difficulties because we misinterpret what others are trying to say – or what we ourselves are trying to say – and the message received is not understood, leading to problems in the workplace. This problem can be avoided by developing emotional intelligence and devising communication strategies that enable us to convey messages effectively, empathetically and assertively.
Corporate
Business Administration and Management
7 pm
Communicating with Assertiveness and Empathy
Business Administration and Management
7 pm
Introduction
Objectives
- To learn about the key elements of the communication process and the factors that promote effective communication.
- To learn techniques for improving active listening.
- To understand the difference between assertive and empathetic communication and the importance of incorporating both into your communication style.
Table of Contents
UNIT 1. COMMUNICATING EFFECTIVELY
The importance of effective communication
Key elements of the communication process
Levels of communication
Elements that support communication
Factors that hinder communication
UNIT 2. DO YOU KNOW HOW TO LISTEN?
Message reception in the communication process
Active listening as a distinguishing feature
Tools to promote active listening
Beyond words. Non-verbal communication
UNIT 3. EMPATHY: THE CORNERSTONE OF RELATIONSHIPS
The importance of developing communication skills
What is empathy?
Training and the stages of empathy
Effects and benefits of empathy
Difficulties in developing an empathetic attitude
UNIT 4. ASSERTIVENESS: DEFENDING YOUR INTERESTS WITHOUT CAUSING CONFLICT
Assertiveness
Behavioural styles
How to develop assertiveness
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