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PD Masterclass: Module 2

Resources

Introduction to communication
The communication process
Gestures and other nonverbal behaviours
Communication barriers: Introduction
Internal communication barriers
External communication barriers
Overcoming communication barriers
Introduction to listening skills

Casual listening
Active listening
Listening effectively
Steps for effective listening
Level 1 listening: Listen to speak
Level 2 listening: Listen to hear
Level 3 listening: Listen to understand
Tips for effective listening
Questionnaire: How good a listener are you?
Introduction: Questioning skills and techniques

Why ask questions?
How to ask questions
Types of questions: Closed and open questions
Types of questions: Leading or 'loaded'
Types of questions: Recall and process questions
Types of questions: Rhetorical
Types of questions: Funnelling
Responses
Introduction: Verbal communication skills

Pitch
Tone
Pace and volume
Introduction: Non verbal communication skills

Types of non-verbal communication
Facial expression
Gestures
Paralinguistic
Body language and posture
Proxemics
Eye gaze
Haptics
Appearance
Introduction: Advanced communication

Communication starts with input
Mental filters
Sources of mental filters: Values
Sources of mental filters: Beliefs
Sources of mental filters: Past experiences
Sources of mental filters: Prejudices
Source of mental filters: Feelings
Source of mental filters: Environment
The internal map
Our behaviour or response
Four misunderstandings in communication
Language as a representational system
VAK - Visual, Auditory, Kinaesthetic
Examples of language as a representational system - Part 1
Examples of language as a representational system - Part 2
How to determine a persons preferred sensory channel for input
Exercise: Preference test
Characteristics of the visual representational system
Characteristics for the auditory representational system
Characteristics for the kinaesthetic representational system
Characteristics of the auditory digital representational system
Eye movements
Rapport
Non-verbal rapport building
Helpful rapport building behaviours
Reframing
Introduction: Emotional Intelligence

Our primitive and executive brains
Trust changes reality
Benefits of being emotionally intellligent
There is no correlation between IQ and EI
Elements of emotional intelligence
Self-awareness
Self-confidence
Self-regulation or self-management
Motivation
Introduction: Social or interpersonal skills or competence
Empathy
Social skills
Social skill: Persuasion and influencing
Social skill: Communication
Social skill: Assertiveness
Questionnaire: Assertion self-analysis
Social skill: Collaboration and cooperation / team-working
Building rapport
Questionnaire: Emotional Intelligence
Introduction: Conflict Management

Communicating in difficult situations
What is conflict?
Types of conflict
Resolving conflict
Strategies for dealing with conflict
Essential skills for handling conflict
Tips for handling arguments and confrontations
Dealing with difficult conversations
The story of two donkeys
Introduction: Mediation skills

Characteristics of mediation
The Mediation Process: Step 1 - Preparation
The Mediation Process: Step 2- Reconstructing and understanding the conflict
The Mediation Process: Step 3 - Defining points of agreement and dispute
The Mediation Process: Step 4 - Creating options for agreement
The Mediation Process: Step 5 - Developing an agreement
Skill mediators need
Questionnaire: What is your conflict handling style?
Introduction: Intercultural communication

High culture vs low culture
Values beliefs and practices
Non-verbal communication
Non-verbal communication - body language
Non-verbal communication: Eye contact
Non-verbal communication: Gestures
Non-verbal communication: Space
Non-verbal communication: Touch
Other non-verbal symbols
Non-verbal communication symbols
Taking a look at the South African culture - verbal
Taking a look at the South African culture - non-verbal
Assignment 1 - Communication

Assignment 2 - Conflict management
REVIEW

Our primitive and executive brains