This course teaches basic communication terms and organization basics. Students will learn how to communicate effectively, motivate employees, overcome communication barriers, develop leadership habits, understand how communication flows within an organization, develop networks, and identify the roles that individuals fulfill in an organization. Course activities also cover applying technology to organizational communication, discussing innovation and change, examining how environmental context affects communication, and discussion how power and politics affect an organization. Students will also learn how to manage change, stress, conflict, and empower individuals. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

See course outline.

1
  • Communication basics

  • Effective communication

    Organizational management

    Organization types and characteristics

    Communication flow


2
  • Leadership and motivation

  • Communication and leadership

    Communication and motivation


3
  • Relational context and organizations

  • Relational context

    Relationships and organizations


4
  • Technology in the workplace

  • Workplace technology

    Impact of technology

    Technology guidelines


5
  • Context, stress, and managerial tools

  • Environmental context

    Stress and communication


6
  • Innovation and change

  • Aspects of innovation

    Aspects of change


7
  • Power, politics, and diversity

  • Power and communication

    Diversity and communication

    Empowerment and communication


Audience

This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.

Language

English

Prerequisites

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills.

$435

Length: 1.0 day (8 hours)

Level:

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Course Schedule:

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06
Mar
Wednesday
9:00 AM ET -
5:00 PM ET
Available
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07
Jun
Friday
9:00 AM ET -
5:00 PM ET
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