Communication Skills for Managers

Contents main course

Introduction 4
Directions for self-instructional training 5
1. Advantages of good communication skills for people in managerial positions 6
1.1. Improving work relations 6
1.2. Motivating employees 8
1.3. Increasing capacity 11
2. What you should know about communication 13
2.1. What is communication? 13
2.2. Nonverbal and verbal aspects 15
2.3. Assertiveness in communication 17
3. Listening better 18
3.1. Undivided attention 20
3.2. Mutual respect 21
3.3. Nonverbal communication 23
3.4. Active listening 25
4. Asking good questions 28
4.1. How to gather more information? 28
4.2. What questions are best avoided? 30
4.3. How to gather personal information? 33
5. Guiding a goal-oriented conversation 36
5.1. Proper preparation 36
5.2. Conversation partner reactions 37
5.3. Ending a conversation 39
6. Motivating 41
6.1. Giving compliments and feedback 41
6.2. Receiving feedback 43
6.3. Talking about a personal development plan 45
7. Employing and dismissing 48
7.1. Holding a job interview 48
7.2. Holding performance and assessment interviews 51
7.3. Breaking bad news to someone 54
8. Improving work atmosphere 57
8.1. Chairing a meeting 57
8.2. Intercultural communication 59
8.3. Resolving conflicts 64
9. External communication 67
9.1. Public speaking 67
9.2. Keeping in touch with customers 71
Literature 74

This course will be provided to you through the means of a re-usable USB-stick with a value of 15 euros.