Effective Communication Skills (ECS)

Module 1 – Supervisor Communication Skills

How You Will Benefit

Being a supervisor means taking on a lot of responsibility. Delegating, disciplining, moving the company forward and promoting key workers just scratches the surface of a supervisor’s responsibility. Therefore if there is a disconnect between a supervisor and his or her employees, there is a huge cost to pay in productivity, team-building and communication.

According to an infographic at officevibe.com, three out of four employees think that their boss is the worst and most stressful aspect of their job. In addition, bad bosses cause companies to spend an estimate $360 billion each year in healthcare! Bad bosses also cause employees to be less productive.1

This course will teach you how to be a relatable, respectable and dependable supervisor able to keep all aspect of your team in-check. As a result, you will be able to have a clear direction, meet your employee’s needs, handle difficult conversations with ease, and boost your assertiveness as a boss.

Course Objectives

Successful completion of this course will increase your ability to:

· Identify the characteristics of assertive behavior and include them in your interactions.

· Ask directly for what you need without being aggressive.

· Confront problem behaviors successfully.

· Create equitable compromises with employees and peers.

· Hold others accountable.

· Manage conflicts to achieve productive outcomes.

· Deal with difficult people effectively.


Key Topics Covered

This course explores the following subjects in depth:

· Developing emotional awareness

· Understanding your level of assertiveness

· Establishing credibility and trust

· Anticipating typical responses to confrontation

· Understanding the escalation process

· Handling specific difficult personality types


Module 2 – Navigating Difficult Conversations

How You Will Benefit

Difficult conversations are inevitable in any workplace. Those conversations can create unhappiness, stress, and tension. They can also impair and even destroy relationships. When handled poorly, they are likely to result in serious problems that interfere with productivity and leave everyone involved feeling frustrated and dissatisfied.

You can’t avoid these kinds of conversations, but you can learn how to handle them more effectively. Developing the ability to handle these challenges will pay off in terms of reduced stress, increased confidence, improved relationships, increased trust, fewer problems, better teamwork, higher productivity, and better career opportunities.

Course Objectives

Successful completion of this course will increase your ability to:

· Understand the nature of difficult conversations and what it takes to handle them.

· Identify the seven stages of handling difficult conversations.

· Use empathy in a way that minimizes negative responses and strengthens relationships.

· Apply best practices for preparing, initiating, and delivering the conversation.

· Discover how to generate solutions and bring the conversation to a close.


Key Topics Covered

This course explores the following subjects in depth:

· Types of conversations people find difficult to carry out and the reasons why their difficult.

· Essential questions to consider before carrying out the conversation.

· Using empathetic language to establish trust and understanding.

· Key methods for getting the conversation off on a good start.

· Techniques for delivering the message tactfully, respectfully, and productively.

· Best practices for listening and responding.

· Common types of difficult responses and strategies for coping with them.

· How to generate alternatives and solutions.

· Guidelines for bringing closure to the conversation and tips for following up on the conversation, as well as your own skills.



All students attending the session will need to be paid for and registered. Each student MUST have a laptop with a working microphone AND camera.

Class materials will be shipped to the address you submit in your registration. If a shipping error occurs based on the information you provide or your facilities mail policies you will receive digital material access. If this happens, please review the Digital Material Acknowledgment in regard to steps needed to receive class materials.


Cancellations/refunds/transfers must be completed no later than 10 business days from the registration closing due to shipment dates. Substitutions of students from the same company may occur up to the morning of the class.

Due to exchange rate complications, all pricing is in USD regardless of where the class occurs. Eventbrite fees include .99 per transaction plus a small credit card processing charge.

US - Ohio (Green)