This course is also offered in Virtual Learning, click on the course below.
Overview
Course Methodology
This course relies on the use of self-evaluation exercises aimed at helping participants discover their preferred communication style. The course also features the use of a number of case studies, practical exercises and presentations by participants followed by group discussions.
Course Objectives
By the end of the course, participants will be able to:
- Identify effective frameworks for constructive interdepartmental communication
- Demonstrate excellent internal customer service skills
- Use proactive approaches to simplify work processes between departments
- Apply different team building models to create alignment within the organization
- Solve interdepartmental conflict by identifying and removing communication barriers
- Develop a plan for enhancing overall organizational communication
Target Audience
Managers, supervisors and professionals who interact with other departments, teams or business units.
Target Competencies
- Relating to others
- Gaining commitment
- Teamwork
- Collaboration
- Role awareness
- Conflict resolution
Course Outline
- Organizational communication
- Definition of interdepartmental communication
- Direction of communication within an organization
- Formal versus informal communication
- The organizational grapevine
- Organizational culture and its effect on performance
- Levels of company culture
- Determining the strength of company culture
- Organizational values and attitudes
- Communication blockers
- Internal customer service
- Internal customer service definition
- Importance of excellent internal customer service
- The service profit chain
- Silo mentality
- Breaking down the silo
- The service quality factors
- Building rapport with internal customers
- Handling customer complaints
- Simplification of work processes between departments
- Signs of complicated or inefficient processes
- Simplifying work processes
- Work simplification stages
- Data analysis and evaluation
- Work Breakdown Structure (WBS)
- Interdepartmental team building
- Removing the 'us-against-them' mindset
- Building an interdepartmental team
- Characteristics of successful teams
- Team cohesiveness
- Team building models and applications
- Creating alignment between different units
- The power of synergy
- From working alone to working in teams
- Resolving interdepartmental problems and conflicts
- Identifying departmental problems
- Problem solving techniques
- Resolving interdepartmental conflict
- The positive side of conflict
- Conflict and team performance
- Conflict management styles
- Efficient and effective organizational communication
- Effective organizational communication
- Choosing the right communication medium
- Information richness of different channels
- Eliminating communication overload
- Signs of inefficient communication
Schedule & Fees
Virtual Learning
This course is also offered in Virtual Learning, click on the course below.
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