We communicate, knowingly and unknowingly, every minute. We send messages with our words, body language and tone of voice, but is it the message we are intending to send? Similarly, we are receiving information constantly but are we interpreting it the way the sender intended? Sending and receiving information and ideas accurately is essential to interacting with others, problem solving, making decisions, preventing conflict, and resolving conflict.
“The single biggest problem with communication is the illusion that it has taken place.”
– George Bernard Shaw
It is important to be able to effectively express yourself in a discussion and, equally important, to be able to listen to the other’s perspective. To do so well requires the attitude of curiosity combined with good technique. This course covers both and highlights the need for balance between listening and speaking in interacting with others and the value that brings.
We will also discuss what gets in the way of effective communication and how to overcome those barriers.
You will develop new listening and speaking skills or augment existing skills.
Course content can be custom-designed to meet your timeline and needs from topics such as:
- Basic principles, barriers, perception
- The yin yang of communication – listening and speaking
- Levels of listening & self-assessment
- Common conflict-escalating communication styles
- Verbal, non-verbal and paraverbal messages
- The Ideal Listener
- Acquiring information through effective listening: elicitive questioning, paraphrasing, reframing, acknowledging, and empathic response
- Asserting or speaking communication skills: “I” language and descriptive language to express needs and expectations effectively
- Exploring differences between passive, aggressive, and assertive communication
- Giving and receiving feedback: improving performance, minimizing defensiveness, responding to criticism, and setting limits
The learning environment includes instruction, exercises, small and large group discussions, and lots of hands-on practice. My goal is to help you develop your skills and sense of confidence.
*Note: I am also a certified personal coach with experience working with individuals on this topic. I can work with you one-on-one to learn and practice these skills in a confidential setting.
Pam is a valuable member of the faculty at the JIBC, Centre for Conflict Resolution. She teaches and coaches in a variety of courses, and receives very positive feedback from students and colleagues. Pam is always looking for new ways of engaging students and encouraging them to learn and explore ways of dealing with conflict.
Pam WhiteFormer Dean, School of Community and Social Justice, Justice Institute of British
I have utilized Pam’s skills as a facilitator working with our Safety Committees at both Canfor and Tolko. As a facilitator, she creates an environment where all participants become actively engaged in the process. The results are demonstrated in a strong commitment by the participants to achieving the targets and goals that are agreed to. Participants leave the process with positive comments about the process and Pam’s ability to engage them in a positive outcome.
Pat DonnellyOperations Manager - Canfor / Tolko
I decided to try coaching to overcome a longstanding block I experienced with being successful at interviews. Pam put me at ease during our coaching sessions and skillfully helped me to believe in my ability to perform well at interviews and more importantly in many other areas of my life. Her coaching was a major contribution to my success in being offered the job of my dreams in a highly competitive process.
Pam is an extraordinary professional with a unique and gifted ability to connect personally with her clients. She has a devoted work ethic and a uniquely rare ability to assist people to identify and work through challenging human and work relationships. Her insights and recommendations have always been on target and resulted in improvements to both business and human performance.
John AppletonRegional Vice President (National Accounts) Bee-Clean Building Maintenance
Working with Pam helped me gain clarity and stay grounded during a period of change and uncertainty in my life.
Through exercises, reflections, and questions, Pam provided a framework that helped me assess where I was at, where I wanted to go, and what were the blockages in getting there. With a forward-looking approach, Pam helped me set goals and follow through on my commitments to myself. Pam helped me more clearly articulate my values and then assess my possible career paths in terms of how they aligned with what was important to me.
The work was still mine to do, but Pam was an indispensable guide in the process, keeping me on track and accountable, always in a supportive way. The exercises and tools I learned will help me long into the future.
Pam is a great contributor to our Instructor team for the UBC Certificate in Project Management. As an expert in conflict resolution, leadership and communications, she has guided our project teams through challenging conflict scenarios and has inspired them all to see a different perspective in managing project teams.
Fiona McAuleySenior Program Leader, UBC Continuing Studies
Pam Penner was exceptionally helpful to me when I was facing a transitional time in my career. She was able to assist me in isolating the issues I was facing and providing perspective that allowed me to move on. I would highly recommend her services.
Pam is an excellent instructor. She exudes a welcoming and down-to-earth approach as she coaches and instructs learners in conflict resolution and mediation skills. I highly recommend her as a mediator, instructor, and facilitator.