Course curriculum

  • 1

    Introduction

  • 2

    Stages of Change

    • The Stages of Change Model
  • 3

    Self-Awareness

    • Self-Awareness

    • What influences our perceptions?
  • 4

    Emotional Intelligence

    • Emotional Intelligence

    • Empathy and Sympathy

    • Moving from Sympathy to Empathy
  • 5

    Rapport

    • Rapport
  • 6

    Listening Skills

    • Ten Commandments for Good Listening

    • Question Types

    • Listening

    • Listening and Our Senses

    • Eye Movement Representation

    • Conversation Tools - paraphrasing and Silence

    • Summary and Exercise
  • 7

    Barriers to Effective Communication

    • Reducing or Negating Barriers to Effective Communication
  • 8

    Assertion Vs. Aggression Vs. Submission

    • Introduction

    • Assertive, Aggressive, Submissive

    • Self-Exploration

    • Developing Assertive Messages

    • Addressing Reactive Responses in High Emotion/Heavily Vested Conversations
  • 9

    Dealing with Anger

    • Anger, Threats, Resentment and Expectations

    • Maladaptive Expressions of Anger

    • Dealing with Personal Anger

    • Dealing with Another Persons Anger

    • Accommodation of Feelings

    • Use of the Accommodation of Feelings Model
  • 10

    Post self-assessment

    • Post course self-assessment
  • 11

    Personal Growth Plan

    • Self-Awareness

    • Listening Skills

    • Building Rapport

    • Assertiveness

    • Conflict Management
  • 12

    Course feedback

    • Course Participant survey