Program Overview
Having a diverse workforce and training everyone in an organization to appreciate and embrace diversity can help set a business apart from its competition. The consequences for organizations that lag behind in addressing issues of diversity are high: missed opportunities, customer and client complaints, service delivery problems, etc. This onsite training program explores the challenges that arise from diversity, issues that surface in diverse workgroups, and methods for handling conflict.
Program Objectives
At this program's conclusion, participants should be able to:
- Explain the business case for diversity.
- Describe the challenges of and remedies for stereotyping in the workplace.
- Demonstrate the use of open and closed questions.
- Identify and explain the four basic behavioral styles and the benefits and challenges of each.
- Describe a model of feedback, communication, and listening.
- Explain the importance of body language in the listening process.
- Demonstrate techniques for better listening skills when dealing with challenging speakers.
- Develop an action plan to improve communication skills.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
Course Outline
The Business Case for Diversity: Profiting from Differences
This training begins with a diversity self-assessment and discussion of why diversity in the workplace is both beneficial and here to stay. Through hands-on activities, participants will learn the organizational and personal benefits of tolerance.
The Communication Jungle: Why Some People Are Better Listeners
Unit two focuses on each participant's personal communication style. Using the Business Training Works' signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles, the styles of their coworkers and clients, and how to adjust for better communication. This section includes discussion of cultural differences and emphasizes the need to understand other communication styles.
"Not Our Kind": Overcoming Stereotypes in the Workplace
In this component participants will analyze the messages they are exposed to everyday, including the use of stereotypes to portray different groups of people. A discussion of how those stereotypes help perpetuate intolerance will follow, along with recommendations on how to break the cycle of stereotyping in the workplace.
HEAR: A Model for Better Listening
This portion of the course explores the HEAR model--a method for better listening. Participants will learn how to focus on the speaker, empathize with what is being said, analyze the message, and respond. They will engage in several rounds of practice listening where they will pinpoint their biggest challenges for additional focus.
Reading Body Language: How to Interpret Nonverbal Cues
Sometimes what is said is not what is meant--something careful students of body language know. This lesson reviews the importance of nonverbal communication signals and their affect on the communication process. By recognizing these signals, participants will learn cultural and gender differences communicated by body language.
Challenging Speakers: Listening to Those Who ...
Some people are easier to listen to than others. This segment focuses on learning to listen better to challenging speakers and those from different backgrounds.
Better Questions, Better Answers: Skills for Drawing Others Out
Many people can have an entire conversation without asking a single question. Unfortunately, they often miss the point, miss out on facts, or miss an opportunity to communicate that they really understand the speaker. This component focuses on the difference between open-ended and closed-ended questions and when to use each.
Sometimes the Perfect Solution: Agreeing to Disagree
Different points of view often lead to conflict in the workplace. Occasionally, those conflicts can lead to a virtual work stoppage when, from the very beginning, "agreeing to disagree" would have solved the problem. In this portion of the training, participants will evaluate several case studies and determine whether "agreeing to disagree" is an option. They will then practice using the technique to communicate a point of view.
Organizational Audit: A Snapshot
The program concludes with a review of all concepts discussed, personal goal setting, team goal setting (if applicable), an examination of current workplace practices, and steps needed for implementing best practices.
After a day of high-impact, high-energy training, participants will understand the personal and business value of a diverse workplace, what behaviors are acceptable, what behaviors are expected, and how to listen better for improved understanding.
