Program(s): Leadership Development Series
Program Coordinator(s): Multiple Coordinators
Course Leader or Contact: Multiple Course Leaders
Version: 4.01
Status: Approved (APPR)

Section I Notes: N/A

Detailed Description
This course specifically addresses business communications. With today's various technology tools and communication mechanisms, it is important to know what is available and what mechanism should be used to communicate each message. Managing the various communication channels requires time management and effective informal/formal communication skills. Topics covered include: communication styles; mechanisms; presentation skills; facilitating meetings; social marketing; and ways to improve all communications.

Program Context

 Critical Performance
By the end of this course, students will have demonstrated the 
ability to successfully communicate in the business world using  
today's various technology tools and communication mechanisms.  
   
Learning Outcomes
To achieve the critical performance, students will have demonstrated 
the ability to: 

 1.  Integrate the elements of effective communication including
     practices and processes in relation to business communications.

 2.  Relate the importance of communication in the workplace
     environment.

 3.  Evaluate communication barriers in order to identify ways to
     reduce or eliminate them.

 4.  Practise active listening skills in order to improve
     communications.

 5.  Utilize questioning skills and techniques to gather information
     for the workplace.
 
 6.  Assess the type of communications to be used for effective
     dissemination of information within the organization depending on
     the purpose and direction. 

 7.  Demonstrate effective communication skills when dealing with a
     management issue.

 8.  Provide constructive feedback in order to coach an individual on
     a specific situation. 

 9.  Communicate effectively as a leader when dealing with coworkers,
     team members, suppliers and customers.

10.  Facilitate a meeting for a team initiative. 

11.  Present a communication plan to a team in order to gather
     information and obtain input.

                         ----------------------

Constructive Feedback Role Play        5%
Conflict Management Role Play         10%
Communication Presentation            15%
Case Studies (2 @ 10%)                20%
Facilitate a Meeting Presentation     20%
Final Exam                            30%
                                     ---
Total                                100%

In order to successfully complete this course, the student is 
required to achieve an overall grade of 60%.

Students are responsible for keeping all returned assignments and 
tests in the event of disputes over recorded marks.  A student who 
misses an evening class is responsible for obtaining any handouts 
and information on course content, assignments, due dates, test 
dates, etc.

Evening courses require a minimum of 80% attendance.  Intensive 
Saturday courses have a 100% mandatory attendance policy.  Students 
who fail to meet the attendance requirements will not pass the 
course.   Late assignments will not be accepted and missed exams 
will result in a "zero" grade for the exam.  

                      -----------------------------

MGMT70021  Communications (LDS) Participant's Manual (distributed in 
class)

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Testing and Assignment due dates will vary depending upon the number 
of sessions (10 or 4).  Teachers will identify dates in the first 
class.

Module 1 - Introduction to Communication & the Communication Process 
- Overview 
- Learning Objectives 
- Definition of Communication  
- Communication Process  
- Effective Communication  
- Principles of Effective Communication  
- Effective Communication in the Workplace   
- Types of Communication in the Workplace   
- Personality Types in the Workplace  
- Effective Communication Check-list   
- Communication Check-list   
- Real Life Practice  
- Evaluations for the Course   
- Assignments   
- Evaluating the Assignments   
- Why Critical Thinking?   
- Reflective Writing

Module 2 - Communication Mechanism and Barriers
- Overview 
- Learning Objectives   
- Choosing Your Mechanism (Vehicle/Medium)   
- Written Communication 
- Verbal Communication   
- Email   
- Reports   
- Business Letters   
- PowerPoint   
- Activity #1: The "Right" One!   
- Barriers to Communication   
- Overcoming Barriers to Communication   
- Activity #2: "The Barrier" 
- Real Life Practice 

Module 3 - Communication Skills and Techniques   
- Overview 
- Learning Objectives   
- Communication Techniques 
- Daily Conversations  
- Content of a Good Conversation 
- Difficult Conversations  
- Conversation Tips  
- Activity #1: The Steps!  
- Story-Telling  
- Communication Skills   
- Key Elements of a Good Communicator  
- Activity #2: Story Telling  
- Real Life Practice

Module 4:  Active Listening and Questioning Skills    
- Overview 
- Learning Objectives 
- Active Listening 
- Benefits of Listening  
- Causes of Poor Listening 
- How to be an Active Listener  
- Difference between Empathy and Sympathy  
- Questioning  
- 4 Types of Questions   
- Question-Asking Techniques  
- Tips for Listening to Questions 
- Tips for Answering Questions   
- Real Life Practice 

Module 5 - Communication Presentation  
- Overview  
- Learning Objectives 
- Guidelines  
- What you will need to Prepare   
- Real Life Practice  

Module 6  
- Overview  
- Learning Objectives 
- Do I need a Meeting?  
- Preparing for a Meeting  
- Activity #1: Develop a Team Standard   
- Delivering a Meeting  
- Follow-up after a Meeting 
- Activity #2: Saturdays!  
- Real Life Practice 

Module 7 
- Overview  
- Learning Objectives  
- Why is there Conflict? 
- Different Types of Behaviour   
- Triggers  
- Resolving Conflict  
- Sources of Conflict   
- Ways to Manage Conflict within your Team  
- Five Myths of Conflict  
- Guidelines for Managing Conflict Effectively 
- Communicating in a Crisis   
- Identifying the Crisis   
- Dealing with a Crisis  
- Activity #1: Identifying your Conflict Management Style  
- Conflict Management Styles 
  - The Competing Shark 
  - The Avoiding Turtle   
  - The Accommodating Teddy Bear   
  - The Compromising Fox 
  - The Collaborating Owl  
- Real Life Practice

Module 8 
- Overview  
- Learning Objectives  
- Guidelines   
- What the Student will need to Prepare  
- Real Life Practice

Module 9   
- Learning Objectives  
- Criticism vs. Feedback  
- When to Give Feedback  
- Knowing How to Give Feedback   
- 4 Step Feedback Model  
- Most Common Feedback Mistakes   
- Timing of Feedback 
- Accepting Feedback  
- Real Life Practice 

Module 10   
- Learning Objectives 
- What is Social Marketing/Media/Networking?  
- Social Marketing   
- Social Media   
- Social Networking  
- Activity #1: Application