Module 1 - Establishing the Relationship:  Creating a Foundation for Effective Communication 

This program promotes awareness of the value of effective communication skills in carrying out job responsibilities and provides a foundation for understanding and appreciating why what someone says – the information and solutions they provide – and how they say it – the way they express themselves – are both important when the goal is to communicate effectively.

Module 2 - Determining the Problem and Presenting the Solution

This module develops and strengthens the communication skills needed to solve problems and present solutions effectively: listening, data gathering/questioning, problem solving/decision making, and critical thinking skills.  It offers many practical suggestions for developing and improving these skills as well as opportunities to practice them in simulated on-the-job situations. 

Module 3 - Writing Documentation and Other Messages

This session shows participants how the communication concepts presented in Modules 1 and 2 can help them to be more effective when they have to transmit their messages in writing.  It includes guidelines for creating well-written e-mail messages, completing standard forms, and producing various other types of job-specific documentation, such as service requests and log book entries.  Those who complete this program will know how to write in a way that gives readers the information they want or need, makes it easy for others to understand what they have written – and presents a good image of themselves and their organization. 

Module 4 - Coaching to Promote Effective Communication

This program is designed for managers of those who have completed one or all of the previous three Communications Training Programs.  It gives managers the awareness and skills they need to be effective “coaching managers” – managers who can help those who report to them to successfully use skills that were learned in training in day-to-day job situations in order to achieve real performance change and improvement.   With this program, managers learn what they need to know to carry out the coaching part of their job responsibility effectively – to ensure their own success and the success of others.

Module 5 - Follow-Up Coaching Support

Follow-up Coaching Support sessions support managers as they coach those who report to them.  During these sessions, which can be scheduled on an as-needed basis, managers have an opportunity to work with an expert coach as well as other “coaching managers” to share observations about what works and what doesn’t and to discuss problems that may come up.  These sessions provide opportunities to leverage lessons learned and to brainstorm to continue to discover new and better ways to provide effective coaching support, overcome problems associated with coaching, and achieve desired results.  

Session 1:  Developing Coaching Skills

During the first half-day training session, managers develop and strengthen their coaching skills and learn how to use e-coach to assist them in coaching to enhance the people side of IT performance.   In the second facilitator-led session, they learn how to promote the use of e-coach, so the people they coach can use it independently on an ongoing basis -- to reinforce and supplement the personal coaching their manager provides.  The license to use e-coach when management training is completed, gives the entire organization unlimited access to e-coach for one full year.

Session 2:  Coaching and Performance Management 

In session two, managers are introduced to the online performance management template in e-coach – a tool that comes with e-coach and makes it fast and easy to suggest ideas and activities staff can use to close identified performance gaps.   The template lists the typical weaknesses associated with the softer side of IT performance, and each one is followed by one or more hyperlinks to relevant material in e-coach.  Individuals can access and use this material on their own and as a basis for follow-up discussions with managers and others as they continue their improvement and development efforts.