Unity for a Better Community (U4ABC)

21st Century Education   Information Implementation

Propelling people and communities into the Information Age

Education and Information, Page 2

Effective Communication      

Course Objectives:

Upon successful completion of this course, the student will:

§      Understand their own prejudices and how they impact the way they see others

§    Measurably improve their ability to have others understand their perspective, and have greater understanding of other’s behaviors and perspectives

§    Measurably improve their ability to resolve conflict in a positive, win-win manner

§    Measurably improve customer engagement skills

Components:

§    Self Assessment – What personal judgments color the way we view the world around us

§    Please Understand Me – Meyers/Briggs Character and Temperament Types – How to communicate with others through understanding how they respond

§     The Dialogue of Validation – 4-step process: Assessment, Validation, Authentic Response, and Solution.  Process demonstrates positive conflict resolution and customer engagement management

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Learning Activities:

§    Reading literature

§    Role Play

§    Discussion

§    Take-away practice modules

§     Reading Assignment:  Effective Communication Handouts

Performance Monitoring

§      Follow-up survey

§      Scorecard metrics