Leadership Institute

Communicating and Listening

Learning Format: Classroom, Web-Based

Order No. WD70

When people in your organization are communicating effectively, they are informed and able to participate, contribute, and add value to their jobs and the organization.

Communicating and Listening is designed to equip employees with the skills they need to communicate clearly and listen carefully.

Do You Face Any of These Issues?

  • Is communication within your organization clear and concise?
  • Do people sometimes feel they are receiving mixed messages?
  • Is miscommunication sometimes the fault of poor listening techniques?

Performance Objectives

Helps associates:

  • Send and receive clear, accurate messages.
  • Actively listen to and understand what others say.
  • Manage internal and external distractions that can interfere with communication.
  • Manage the nonverbal messages that they send and receive.
  • Match the appropriate method of communication to their messages.

Primary Competency Developed

  • Communication

Secondary Competency Developed

  • Building Strategic Working Relationships

Course Overview

  • Can We Talk?: Small teams that work together during the session discuss examples and consequences of poor communication.
  • Model Communication: The Communication Process and Communication Strategy worksheets are introduced to learners.
  • Listening: Learners assess their listening skills and practice effective listening techniques as they overcome listening roadblocks, recognize non-verbals, and paraphrase what people are saying and feeling.
  • Distractions and Non-Verbals: Video and brainstorming show how to reduce or manage internal and external noises that inhibit effective communication. Learners explore how to manage non-verbals.
  • Speak Up!: Learners explore the importance of a “sender” using questions and disclosing information. An activity builds skill in disclosing and sharing information, feelings, etc.
  • Match the Methods: Learners review methods of communication and the strengths and limitations of each. Using the MATCH criteria, they determine how to best match the method to the message.
  • Closing the Loop: Learners practice and apply their skills in two ways. They first decide how to handle sample communication situations. They then complete Communication Strategy worksheets, present their strategies, and receive feedback from teammates.
  • Committed to Communication: A humorous video encourages learners to be “Super Communicators.” Participants discuss how to handle various situations and form skill development plans.

Video Segment Summaries

  • Empathy is used with negative and positive emotions.
  • Internal and external distractions are highlighted when a group tries to decide whether to continue its weekly update meetings.
  • Two scenarios illustrate the use of the share Key Principle.
  • “Super Communicator” humorously models skills learned.

Course Details

  • Target audience: All employees up to mid-level leaders.
  • Course length: 3 hours, or 2 hours, 4 minutes Fast Track.
  • Facilitator certification: DDI-certified facilitator required.
  • Prerequisites: Interaction Skills for Success or Essentials of Leadership.
  • Series: Suitable for all environments.
  • Group size: 10 to 20 people.
  • Prework: No.

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