CPD Package 2- 21 hrs

COMMUNICATING WITH POWER (9 hours)

This course covers basic communication skills and focuses on persuasive communication. More specifically, it covers the interaction of the three basic elements of communication: the communicator, the audience, and the subject.

• Identify the three basic elements of communication
• Use the communication triangle
• Define types of communication and points-of-view
• Generate a measurable goal statement
• Create a detailed portrait of your audience
• Analyze your audience

This course covers constructing a persuasive communication using an emotional, character, or logical appeal. More specifically, it covers constructing an emotional appeal to alter your audience's feelings, developing a character appeal through credentials, performance, excellence, and principles, as well as creating a logical appeal using a major premise, minor premise, and conclusion.

• Describe the three types of persuasive appeals
• Construct an emotional, character, or logical appeal
• Determine when each appeal type is most appropriate

This course covers two different modes of persuasion: face-to-face and written communication. More specifically, it covers how to plan and deliver persuasive communications in person and in writing. It also covers when each mode of persuasion is most appropriate.

• Identify key elements of face-to-face and written persuasive communication
• Use the LANCC method for persuasive face-to-face communication
• List pros and cons of both forms of persuasive communication
• Describe different types of persuasive written communication
• Compose a persuasive written document

This course covers basic listening skills and focuses on active listening. More specifically, it covers the ways effective listeners prepare for active listening exchanges and the behaviors they exhibit while listening.

• Describe the different ways people listen
• Define active listening
• Identify and respond to physical barriers and personal filters that impair active listening
• Describe the traits and practices of active listening

This course covers the basic types of and responses to workplace conflict and discusses general guidelines for integrating conflict resolution into the culture of organizations.

• Differentiate internal and external conflict
• Describe common types of external conflict in the workplace
• Identify instinctive responses to conflict
• Identify strategic responses to conflict
• Identify guidelines for developing a conflict resolution process
• List the benefits of an established conflict resolution process

This course covers communication skills and focuses on negotiation. More specifically, it covers the ways that negotiation is both an art and a science, the qualities of assertive negotiators, and the steps of the negotiation process.

• Identify ways that negotiation is like a science
• Identify ways that negotiation is like a form of art
• Identify common traits embodied by assertive negotiators
• Identify the steps of the negotiation process

Stress Management: Stress on the Job

This course provides information on the signs of workplace stress and the assumptions workers make that can increase stress. You will also learn about methods that can be utilized to reduce or eliminate stress on the job.

• List the signs of workplace stress
• Assess your own level of workplace stress
• Identify the faulty assumptions held by many workers that contribute to stress in the workplace
• Develop realistic expectations to help eliminate workplace stress

Stress Management: Resisting Stress

In this course, you'll learn methods for reducing workplace stress including breathing techniques, exercises, and increasing your level of self-awareness.

• Practice breathing techniques that allow you to deal with stress
• Use specific relaxation exercises designed for the workplace
• Identify the importance of self-awareness
• Explain how your level of stress hardiness contributes to your well-being

Stress Management: Assertiveness

This course describes how assertiveness relates to stress reduction. You will learn how to respond assertively at work and in your personal life.

• Describe how assertiveness relates to stress reduction
• Distinguish between passivity, aggressiveness and passive aggressiveness
• Explain the consequences of passivity and aggression
• Practice using the framework for assertiveness at work
• Explain how the use of timing and tact facilitates being persuasive

Stress Management: Coping with Anger

This course provides information on the nature of anger and the elements that contribute to it. You'll also learn tips on reducing feelings of anger, which will, in turn, lower your stress level.

• Identify what contributes to anger
• Assess your own level of anger
• Practice using reframing strategies to defuse anger
• Describe the value of forgiveness for stress reduction

DEALING WITH DIFFICULT PEOPLE (7 HOURS)

Dealing with Difficult People: Managing Against the Odds

This course introduces the major issues involved in dealing with difficult employees. It provides a three-step process to help transcend preconceptions about difficult people and avoid missteps in managing them.

• How do you know there is a problem?
• Why are difficult employees being difficult?
• What is the biggest mistake we make in dealing with difficult employees?
• What are the first steps in dealing with difficult employees?
• How can you handle conversations with the difficult employee?
• When is discipline or dismissal required?
• What can you do if nothing else works?

After taking this course, the learner will be able to identify key causes of inconsiderate behavior in the workplace and outline polite, effective strategies for resolving the problems with the other people who are involved. Situations covered in this course include workspace issues such as noise, odors, and misuse of shared spaces, as well as interpersonal issues of respect and courtesy.

• Clarify a situation involving inconsiderate behavior
• Qualify your acceptance of a difficult behavior after weighing the options and mitigating factors involved
• Modify the situation to resolve the problems that inconsiderate behavior causes

This course provides an overview of problems that arise from attitude issues in the workplace. After taking this course, you will be able to identify key causes of attitude problems in the workplace and outline polite, effective strategies for resolving them.

• Clarify a situation involving an attitude problem
• Qualify the attitude problem by weighing the options and mitigating factors involved
• Modify the situation to resolve the problems that attitude issues cause

This course provides an overview of problems that arise from trust issues in the workplace. After taking this course, you will be able to identify key causes of trust problems in the workplace and outline thoughtful, effective strategies for resolving them.

• Clarify a situation involving a trust problem
• Qualify the trust problem by weighing the options and mitigating factors involved
• Modify the situation to resolve the problems that trust issues cause

This course provides an overview of problems that arise from power issues in the workplace. After taking this course, you will be able to identify key causes of power struggles in the workplace and outline thoughtful, effective strategies for resolving them.

• Clarify a situation involving a power issue
• Qualify the power problem by weighing the options and mitigating factors involved
• Modify the situation to resolve the problems that power struggles cause

This course provides an overview of problems that arise from communication problems in the workplace. After taking this course, you will be able to identify key causes of communication problems in the workplace and outline thoughtful, effective strategies for resolving them.

• Clarify a situation involving a communication problem
• Qualify the communication problem by weighing the options and mitigating factors involved
• Modify the situation to resolve the problems that miscommunications cause

This course provides an overview of problems that arise from responsibility issues in the workplace. After taking this course, you will be able to identify key causes of irresponsible behavior in the workplace and outline thoughtful, effective strategies for resolving them.

• Clarify a situation involving a responsibility problem
• Qualify the responsibility problem by weighing the options and mitigating factors involved