Learning Guides

Learning Guide: Module 7      

Module Name:  Communicating with Difficult People

Course Name:  Effective Communication Skills for Supervisors

Learning Goals/Outcomes:

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

·          identify several techniques used for dealing with difficult people.

·         create additional strategies for dealing with difficult persons.

Learning Resources:

Required Resources

·         Course Learning Journal

·         PowerPoint for Module 7.

·         Directions for Web Quest.

Additional Resources

·         Dealing with difficult people.

http://thinksimplenow.com/happiness/dealing-with-difficult-people/le/

Learning Activities:  

Activities for This Lesson

·         View PowerPoint and label techniques used for difficult persons.

·         Journal Activity 7-1.

·         Web Quest for additional resources and strategies with results posted on Wiki pages.

·         Written Plan for implementing techniques from this module.

Discussion Questions

·         What will you do differently in the future? For what specific situations do you need to find solutions to deal with difficult persons?

Self-Assessment:

Check your understanding

·         Can you name three techniques that are helpful when dealing with difficult persons?

·         What are three elements you would include in a personal plan for dealing with difficult employees and clients for your workplace?

Lesson Evaluation: Feedback

·         Personal plan for dealing with difficult persons in work environment.

 

Learning Guide: Module 8

Module Name:  Feedback: Giving and Receiving

Course Name:  Effective Communication Skills for Supervisors

Learning Goals/Outcomes

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

·          define feedback.

·         identify strategies for giving both positive and negative feedback.

·         identify possible responses to feedback and evaluate which ones are productive.

·         analyze their own response to feedback on their performance.

·         create appropriate feedback for scenarios.

·         apply strategies from module 7 to respond to employees who have difficulty receiving feedback.

Learning Resources

Required Resources

·         Course Learning Journal

·         Video with examples of strategies for communicating positive and negative feedback.

·         Company Policy Directives regarding giving employees feedback

·         Wiki-pages

·         PowerPoint for Module 8

·         Video clip of employee receiving feedback.

·         Module 7 strategies for dealing with difficult persons

·         Module 8 scenario directions

Additional Resources

·         Giving and receiving feedback.  The Learning Curriculum.  http://www.lib.umd.edu/groups/learning/lmarticles/GivingandReceivingFeedback.pdf

·         Giving and receiving feedback:  Keeping team member performance high, and well-integrated.  Mind Tools: Essential skills for an excellent career

 http://www.mindtools.com/pages/article/newTMM_98.htm


Learning Activities  

Activities for This Lesson

·         Journal Activity 8-1: Personal definition of feedback.

·         Interview supervisor for strategies for giving feedback.

·         Brainstorm ideas for how to communicate positive and negative feedback on Wiki pages.

·         View PowerPoint presentation of strategies for providing feedback and engage in quick quiz with immediate feedback at the end of presentation.

·         Multiple Choice self-assessments after viewing video of employee receiving feedback.

·         Journal Activity 8-2:  Personal response to last evaluation or performance assessment.

·         Simulation: about an employee’s performance/Learners will provide feedback for the employee. 

·         Create a response plan for dealing with employee in simulation above.

Discussion Questions

·         What is my personal definition of feedback?

·         How can I as a supervisor communicate both positive and negative feedback effectively to my employees?

·         How do I respond to negative feedback?

·         What are necessary components of a response plan for dealing with employees who have difficulty receiving negative feedback?

Self-Assessment

Check your understanding

·         What is feedback?  How does giving negative feedback differ from giving positive feedback?

·         What are three techniques for giving negative feedback?

·         What are three techniques for giving positive feedback?

Lesson Evaluation: Feedback

·         Quiz after Module 8 PowerPoint

·         Response Plan for dealing with employees who have difficulty receiving negative feedback.