Managing Communication Challenges

Become both assertive and professional in dealing with communication challenges in the workplace. Analyze and use criticism for self-improvement.

Description

Interpersonal communication is often one of the most challenging aspects of a career. To communicate successfully, professionals need to find a balanced approach to dealing with difficult people or conversations. One must be assertive enough to avoid being taken advantage of, but not so aggressive that he or she alienates or upsets co-workers. In this course, participants will learn how to be assertive and professional when dealing with challenging conversations and people. They will also learn how to analyze and make use of criticism to improve their skills and abilities.

Who Should Take This Course?

Employees with supervisory responsibilities, entry-level managers and supervisors, and shift supervisors. Members of revolving project teams with no direct reports.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content. This course contains the following modules:

• Assertive Communication Skills
• Optimizing your message and your meaning when it's your turn to speak
• Assertive communication skills
• Coping with communication anxiety
• Managing criticism
• Communicating with Difficult People
• Decreasing defensiveness in a challenging situation
• Remaining assertive during challenging conversations
• Analyzing difficult people
• Building rapport
• Non-verbal factors that influence challenging communication

Benefits to the Learner

After completing this course, participants will be able to:

• Demonstrate the skills needed to communicate in an assertive manner in all situations
• Identify how to manage and cope with criticism
• Identify how to manage and cope with communication anxiety
• Use feedback to improve professionalism
• Identify skills for clearly communicating ideas, thoughts, and feelings in challenging conversations
• Create a plan for conducting a challenging conversation
• Demonstrate an understanding of how non-verbal behavior can be used effectively in a challenging conversation
• Identify effective methods for dealing with difficult people and situations

Authoring Faculty

Nancy Lampen, Director, International Programs

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:

• HR: Foundations of Employee Relations
• ME: Managing Performance
• ME: Interviewing and Selection
• ME: Managing Productivity
• Supervisory Skills

HRCI Recertification

This course been approved for six (6) recertification credit hours toward PHR, SPHR, and GPHR recertification through the Human Resource Certification Institute. Please contact the Human Resource Certificate Institute (HRCI) for further information about certification or recertification.

This course qualifies for 5.50 Professional Development Units (PDUs) from the Project Management Institute (PMI) for Professional Project Managers (PMPs) seeking ongoing education and professional development for continuing certification. eCornell is a Global Registered Education Provider of PMI. PDUs are designated as Category 3.

Project Management Institute Professional Development Units