DESCRIPTION
The stakes are high.  As a supervisor you spend over of 80 percent of your day communicating. Yet studies show that only 7% of the time what you say is what is heard, and what you mean is what is understood! So to be successful as a supervisor you need to express yourself in a clear, convincing, and persuasive way. Yet, getting your point across is not enough; you have to listen and respond appropriately to the needs, feelings, capabilities and interests of others, and provide feedback. 

This type of dialogue does not happen automatically. At work we find a variety of different worlds, which creates a world of differences when we communicate, so we need to understand the world were entering as well as how to assess the differences and adjust our styles. A supervisor has to communicate effectively across cultures, and treat others equitably, otherwise differences in culture, gender, style, or personality can result in communication breakdowns. 

In this program, you'll learn strategies to speak effectively, elicit responses, overcome listening blocks, and deal knowledgeably with differences.

OBJECTIVES
This course will help you improve your communication and interpersonal relationships.  It provides the skills to: 
· Talk so that people will listen
· Overcome barriers to understanding what's being said
· Get on the same wavelength and find a common language
· Create a positive environment in which others feel that they are heard
· Talk with  people not at  them
· Be direct and specific with request while building rapport, mutual respect
· Elicit input from others, make it safe for them to respond
· Communicate in a way to get people to listen by respecting  and utilizing differences to create tolerance and openness
· Improve dialogue skills-learn to  acknowledge, validate and stop interrupting
· Identify and eliminate listening blocks so that you can focus and pay full attention
· Identify your personal communication style and that of others in order to communicate across cultures
· Use inquiry to get complete information and understanding
· Use paraphrasing  to confirm your understanding and eliminate costly unintended meanings

OUTLINE
THE POWER OF DIALOGUE
• Definition of communication-the importance active listening and giving and receiving feedback Interactive Introduction Exercise
• Dialogue –how to make it easy for others to know what you think and make it safe for them to respond Small Group Discussion
• The barriers to effective communication in supervision
• Exercise: Effective Communication –Self Inventory ©
• Identifying personal strengths and areas for improvement
Personal Case Study

WHAT MAKES PEOPLE LISTEN ?
•  Why people don't listen Exercise with Building Blocks
•  Three essential keys to insure people listen to you 
•  Demonstration of Good Management Practices
• The role self talk and inner speech play in listening Role Play

HOW DO STYLE DIFFERENCES PLAY A PART ?
• The role of personality in the communication process Self Inventory
• Strategies for dealing with different personalities: Traditional, Participatory, Independent -The Chocolate, Vanilla Or  Strawberry Approach ©
 Case Study - Bob Knowlton Story Video and Discussion
 Application Exercise

EFFECTIVE EXPRESSION- HOW DO YOU TALK WITH  NOT AT  PEOPLE?
• Elements of effective expression Exercise with Building Blocks
• Strategies to improve rapport, trust and openness Demonstration of Good Management Practices and Triad Exercise
• Being straight, specific and non- threatening Role Play
• Sending whole messages, not contaminated messages Role Play with Interactive Video- Communication Skills for Supervisors

ACTIVE LISTENING - HOW DO YOU ELICIT INPUT AND MAKE IT SAFE FOR PEOPLE TO RESPOND
• Elements of effective listening: creating a positive climate, trying to   understand, confirming you’re understanding - paraphrasing and  feedback  Exercise- Stop Listening
• Overcoming listening barriers and negative inner  speech Demonstration of Good Management Practices
•  Identify and eliminate listen blocks: mind reading, filtering,               rehearsing, judging, daydreaming, advising, sparring,                 identifying, placating, derailing and being right  Case Study
• The I.C.A.R.E. Technique © Application Exercise
 
UUNDERSTANDING DIFFERENCES-HOW DO YOU COMMUNICATE ACROSS CULTURES?
• Recognize that all communication is cross-cultural communication Self Assessment
• How tell the difference between the low-context, high-context cultures
      Case Study
• How to deal with conflict  resulting from  differences in meaning, pacing, volume, gestures, space and touch. Demonstration of Good Management Practices
• When supervising how to decide when to show or not show emotions, decide how far to get involved, when and how to acknowledge achievement, exercise control Case Study
• How to respect diversity of gender, age, race, region, country Application Exercise
• How to use the W. H. A. T. Technique© to get into their world successfully
Role Plays

HOW DO YOU GIVE AND RECEIVE FEEDBACK CONSTRUCTIVELY
• Why is feedback important?
• How to use feedback to guide and develop others Demonstration of Good Management Practices Video Getting from No to Yes
• How to use your feedback to influenced the use of their potential Role Play
• What makes feedback constructive? - The four steps to enhance your effectiveness 
 and minimize disruptive reactions Video and Demonstration and Role play
• Describing behaviors you want to reinforce or redirect
• Identifying situations in which you observed these behaviors
• Describing impacts and consequences
• Identifying alternative behaviors and actions 
• Application Exercise
• How to use the I.C.A.R.E. Technique © Video Getting from No to Yes
 
MAKING COMMUNICATION WORK FOR YOU
• Diagnosing your most important developmental area
• Action planning for improvement Application Exercise