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Communications
Skills Training
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Communications skills training for IT staff and
managers is designed to increase awareness of the value of effective
communication in carrying out IT responsibilities and teach communications
skills needed to be an effective IT professional.
Five modules are currently available:
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Module 1 -
Establishing
the Relationship: Creating
a Foundation for Effective Communication
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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.
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Module 2 - Determining the Problem and Presenting the
Solution
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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.
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Module 3 - Writing Documentation and Other Messages
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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.
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Module 4 - Coaching to Promote Effective Communication
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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.
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Module 5 - Follow-Up Coaching Support
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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.
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Coaching
Skills Training
(Included
with the Coaching with e-coach Program)
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The
Coaching Skills Training provided with Coaching with e-coach
system includes
two (2) half days of facilitator-led coaching training for
IT managers, and a license that allows managers and those who report to
them to use e-coach.
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Session 1: Developing
Coaching Skills
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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. |
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Session 2: Coaching and
Performance Management
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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.
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