ITonlinelearning Academy

1.1 Introduction

1.2 Definition & Why Active Listening is Important

1.3 Key Elements of Active Listening

1.4 Questions for Self-Reflection

1.5 Levels of Listening

1.6 The 3 A's of Active Listening

1.7 Attitude

1.8 Attention

1.9 Adjust

1.10 Listening in Action

1.11 Tips to Overcoming Listening Barriers

1.12 Key Takeaways

2.1 Introduction

2.2 Definition & Key Characteristics

2.3 The 4 Communication Styles

2.4 The Practice of Assertiveness

2.5 Examples of Communication Styles

2.6 Techniques for Assertive Communication

2.7 Using I Statements

2.8 Appropriate Body Language

2.9 Practising Active Listening

2.10 Overcoming an Aggressor

2.11 Overcoming Barriers

2.12 Fear of Conflict

2.13 Low Self Confidence

2.14 Culture or Upbringing

2.15 Lack of Communication Skills

2.16 The Last Word & Conclusion

3.1 Introduction

3.2 The Importance of Body Language

3.3 The Science Behind Body Language

3.4 Where the Body Goes

3.5 Mastering Body Language

3.6 Eye Contact

3.7 Gaze Geography

3.8 Facial Expressions

3.9 Use Your Head

3.10 Shoulders & Torso

3.11 How to Use Gestures

3.12 Using Hand Signals

3.13 Power Poses

3.14 How to Mirror

3.15 The Last Word on Body Language

4.1 Introduction

4.2 Definition of Influence

4.3 Key Differences

4.4 The Psychology of Influence

4.5 Influencing Styles

4.6 The Expert: Building Trust & Credibility

4.7 The Storyteller: Communicate with Impact

4.8 The Connector: Leverage Emotional Intelligence

4.9 The Strategist: Create Win-Win Scenarios

4.10 Conclusion

5.1 Introduction

5.2 Elements of Personal Communication

5.3 Rate of Speech

5.4 Pitch

5.5 Volume

5.6 Emphasis

5.7 Practical Tips for Professional Settings

5.8 Practical Tips for Customer Service or Sales

5.9 Practical Tips for Leadership & Team Communication

5.10 Practical Tips for Personal Interactions

5.11 General Tips for Improvement