Objectives:

By the end of this training program, each participant will be able to:

·       Analyze the basic principles underlying perception and human behavior.

·       Compare one-way versus two-way communication and analyze the verbal and non-verbal components of the communication process.

·       Identify his personal listening styles and cite different approaches to improve his listening skills.

·       Role-play different personality types and identify effective ways to deal with them.

Course Outline:

i      

Perception and Human Behavior

·       The Significance of Perception in human Relationship

·       The Process of Dealing with Difference

ii     

The Process of Verbal Communication

·       Definitions and barriers

·       Verbal and non-verbal Behavior

·       One-way versus two-way Communication

·       Asking effective questions

iii   

The Importance of Listening

·       Tips to improve Listening Skills

·       Self assesment

iv   

Non verbal Communication guides

·       Cultural differences

·       Understanding body language

v    

Dealing with Different Personalities and Difficult People

·       Ways to Cultivate Relationship and Resolve Conflict

·       Basic Assumption about Assertiveness