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Detail |
| The communication process | • The communication model
• Active listening
• Verbal communication, including oral reports
• Non-verbal communication
• Constructive feedback
• Application, practice of and critiquing of/feedback on related skills | | Targeted communication | • Tailoring communication to audience e.g. guests, peers, subordinates, superiors; generational, cultural, educational, socio-economic differences
• Tailoring communication to purpose e.g. giving instructions, motivating employees
• Communication styles differences
• Cultural differences in communication
• Application, practice of and critiquing of/feedback on related skills | | Overcoming barriers to communication | • Overcoming barriers to effective communication
• Managing conflict, criticism and confrontation
• Dealing with complaints
• Application, practice of and critiquing of/feedback on related skills | | Written communication | • Writing as a professional: formats, conventions, appropriate tone
• Accuracy in writing
• Proof-reading
• Application, practice of and critiquing of/feedback on related skills |
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