Interpersonal Skills for the Workplace

Upon completion of this course, the successful student will be able to:

1.     Recognize and define the elements of communication (sender, message, receiver). 

2.     Identify barriers to communication and use strategies to overcome barriers. 

3.     Ask for clarification and demonstrate techniques (ie: paraphrasing, asking questions) to assist communication. 

4.     Display/use effective communication. 

5.     Engage in active listening. 

6.     Differentiate between passive, aggressive and assertive communication. 

7.     Express their need for assistance. 

8.     Respond to instructions or feedback. 

9.     Identify and demonstrate attitudes for success. 

10.   Identify and demonstrate workplace expectations. 

11.   Demonstrate cooperative workplace behaviours. 

12.   Demonstrate appropriate interpersonal skills with supervisors, coworkers and customers. 

13.  Develop strategies for getting along with others eg. co-workers, supervisors, customers and other stakeholders. 

14.   Define conflict and demonstrate conflict resolution strategies.

15.   Give and receive feedback in an effective manner. 

16.   Identify the impact and importance of first impressions. 

17.   Demonstrate positive customer service skills and an understanding of the importance of excellent customer service skills. 

18.   Demonstrate effective customer service communication, including responding to nonverbal communication. 

19.   Identify and demonstrate the use of empathetic listening skills when responding to customer needs. 

20.   Identify and demonstrate treating customers in a respectful manner. 

21.   Identify and demonstrate appropriate responses to customer inquiries. 

22.   Identify and demonstrate ways of dealing with challenging customers.  

23.   Demonstrate respectful interactions in a diverse multi-cultural learning/work environment.