The Effective Manager Communication Skills Toolbox: Making Listening, Constructive Feedback, Conflict Resolution and Coaching Work for You, Your Team and Bottom-Line Results

• Effective Listening / Understanding Before Being Understood
o What is the Value of Listening?
o Why People Don't Listen and the Consequences
o How to Listen Effectively and Actively
o Practice Listening Exercise
o Responsibility of the Communicator in Being Heard
• Constructive Feedback / Gaining Advice While Avoiding Conflict
o The Value of Constructive Feedback
o Why People Don't Give Feedback and the Consequences
o How to Give Constructive Feedback
o Practice Feedback Exercise
o Guidelines for the Feedback Receiver
• Resolving Conflicts / Dealing with Others Resistance
o The Nature of Resistance
o Types of Resistance
o Typical Responses to Resistance
o Approaching Resistance and How to Deal with It
o The Keys to Effectively Resolving Conflicts
• Making Coaching Work / Providing Guidance for Improving Performance
o Characteristics of Effective Coaches
o How to Coach Effectively
o The Value of Careful Listening in Coaching
o Being an Effective Role Model
o Using Coaching to Improve Performance