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Communication Skills Training
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FOREWORD by Tony Bingham xiiiPREFACE xvINTRODUCTION: HOW TO USE THIS BOOK 1Why Do Communication Skills Matter? 1What Do I Need to Know About Training? 2How Much Time Will Preparation Take? 3What Are the Important Features of the Book? 3How Are the Agendas Laid Out? 5Two-Day Workshop Agenda 5How Do I Use This Book? 6Key Points 7What to Do Next 7Additional Resources 7SECTION I: THE WORKSHOPS 91 TWO-DAY COMMUNICATION SKILLS WORKSHOP 11Two-Day Workshop Objectives 12Two-Day Workshop Overview 12Day-One Overview 12Day-Two Overview 13Two-Day Workshop Agenda: Day One 14What to Do Between Workshop Days 25Two-Day Workshop Agenda: Day Two 26What to Do Next 34Reference 342 ONE-DAY COMMUNICATION SKILLS WORKSHOP 35One-Day Workshop Objectives 36One-Day Workshop Overview 36One-Day Workshop Agenda 37What to Do Next 48Reference 483 HALF-DAY COMMUNICATION SKILLS WORKSHOP 49Half-Day Workshop Objectives 50Half-Day Workshop Overview 50Half-Day Workshop Agenda 51What to Do Next 564 CUSTOMIZING THE COMMUNICATION SKILLS WORKSHOP 59Customizing the Content and Activities 60Customizing the Workshop Format 61Communication Skills Workshop Series 61Small BitesLunch-and-Learn Seminars 61Theme-Based Workshops 63Customizing Delivery with Technology 65The Bare Minimum 65What to Do Next 66SECTION II: ESSENTIALS OF EFFECTIVE COMMUNICATIONSKILLS TRAINING 675 IDENTIFYING NEEDS FOR COMMUNICATION SKILLS TRAINING 69Why Needs Analysis? 70Strategic Needs Analysis 70Structured Interviews 72Focus Groups 72Surveys 73Individual Learning Needs Analysis 73The Bare Minimum 74Key Points 75What to Do Next 75Additional Resources 756 UNDERSTANDING THE FOUNDATIONS OF TRAINING DESIGN 77Basic Adult Learning Theory 78More Theoretical Ideas Important to Learning 79Multiple Intelligences 79Whole Brain Learning 80Theory into Practice 82Establishing a Framework 82Identifying Behaviors 82Practicing 83Providing Feedback 83Making It Relevant 83The Bare Minimum 83Key Points 84What to Do Next 84Additional Resources 847 LEVERAGING TECHNOLOGY TO MAXIMIZE AND SUPPORT DESIGNAND DELIVERY 85Why Consider Learning Technologies? 87Opportunities to Use Learning Technologies 87Designing Training 88Before Training 89During Training 89After Training 91Building a Learning Community 91The Bare Minimum 92Key Points 93What to Do Next 93Additional Resources 938 DELIVERING YOUR COMMUNICATION SKILLS WORKSHOP:BE A GREAT FACILITATOR 95The Learning Environment 96Program Preparation Checklist 99Participant Materials 100Handouts 100Presentation Slides 101Workbooks and Journals 101Videos 102Toys, Noisemakers, and Other Props 102Facilitator Equipment and Materials 103A Strong Start: Introduction, Icebreakers, and Openers 104Feedback 104Role Plays 106Participant Presentations 107Ball Toss 107Journaling 107Questioning Skills 107Training Room and Participant Management 109A Word About Dealing with Difficult Participants 110An Unforgettable End 112The Bare Minimum 113Key Points 113What to Do Next 114Additional Resources 1149 EVALUATING WORKSHOP RESULTS 115Levels of Measurement 116Level 1: Measuring Participant Reactions 116Level 2: Measuring the Extent to Which Participants Have Learned 117Level 3: Measuring the Results of Training Back on the Job 118Level 4: Measuring the Organizational Impact of Training 119Return on Investment 119Reporting Results 120The Bare Minimum 120Key Points 120What to Do Next 121Additional Resources 121SECTION IIIPOST-WORKSHOP LEARNING 12310 THE FOLLOW-UP COACH 125Increasing Training Results Through Follow-Up: What to Do Afterthe Workshop 125Follow-Up Action Planning 126Follow-Up Coaching Sessions 126Follow-Up Workshops 127Creating an Open Culture for Effective Communication 128Key Points 128What to Do Next 128Additional Resources 129SECTION IVWORKSHOP SUPPORTING DOCUMENTSAND ONLINE SUPPORT 13111 LEARNING ACTIVITIES 133Learning Activities Included in This Chapter 13612 ASSESSMENTS 151To Pre-Work or Not to Pre-Work ... 152Assessments Included in Communication Skills Training 15213 HANDOUTS 159Handouts Included in Communication Skills Training 15914 ONLINE TOOLS AND DOWNLOADS 171Accessing Support Materials 171Option One: Access to Ready-to-Use Resources 172Option Two: Access to Customizable Resources 172Option Three: Licensing Program Materials 174Working with the Files 174PDF Documents 174PowerPoint Slides 175ACKNOWLEDGMENTS 177ABOUT THE AUTHOR 179ABOUT ATD 181

About the Author

Maureen Orey is an award-winning international speaker and best-selling author with more than 25 years of experience in management, leadership, training, and career development. She has worked in many industries, including technology, healthcare, construction, hospitality, and education. As President of Workplace Learning & Performance Group, she is dedicated to working with inspired individuals and organizations to help them improve their performance so they can achieve their desired results. Workplace Learning & Performance Group was the 2014 winner of the San Diego Regional Chamber of Commerce's Small Business Award. Maureen is the best-selling author of Communication Skills Training, published by ASTD Press, as well as the author ofSuccessful Staffing in a Diverse Workplace, published by Richard Chang Associates. She is a

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