Effective Communication & Interpersonal Skill Jadwal : 28 – 29 Maret 2018 SILABUS 1. The Power of Interpersonal Skills at Work • What are Interpersonal Skills • The Importance of Effective Communication • Typical Communication Challenges • Effects of Poor Communication • Barriers to Effective Communication • Group Activity 2. Successful Interpersonal Skills • Using the Right Words o What You Say vs How it is Interpreted o What are the Words to Avoid? o Choosing Positive Words • Body Language o Eye Contact o Greeting the Customers o Standing and Sitting Postures o Walking Confidently o Facial Expressions and Gestures 3. Enhancing Your Emotional Quotient • Developing Self Awareness • Managing Emotions • Improving Motivation • Improving Empathy • Improving Social Skills 4. Building Relationships at Work • Building Rapport and Maintaining Relationships • Personality Profiling • Understanding the Different Personality Traits • How to Handle Different Personalities 5. Influential Communication Dynamics • The 5-Step Process for Influencing Skills • Sharpening Your Influencing Skills • The Four Patterns of Influence • Influencing Different Personality Types 6. Managing Difficult People • Types of Difficult People • Handling Difficult People Professionally • Handling Conflict Tactfully |
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