Contents:
1 Communicating to connect
What is communication?Models of the communication process
Barriers to communication
Skills for verbal communications
Recap
2 Behaving assertively
Understanding assertivenessGetting to assertive thinking
Techniques for behaving assertively
Recap
3 Making meetings productive
Preparing for meetingsParticipating in meetings
Leading meetings
Recap
4 Negotiating win-win solutions
What is negotiation?Two approaches to negotiation
Skills for negotiation
Recap
5 Recognising and managing conflict
Why does conflict happen?The role of the manager
Recap
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