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5 Communication Skills to Avoid Defensiveness

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Preview Video
Course Format
Video on Demand  Video On Demand
Product ID
crml5cst_vod
Training Time ?
19 to 29 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
5
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
CRM Learning
Course screen Course screen Course screen
Overview

We have all seen it happen on teams: A team member criticizes teammate's work, provoking a defensive reaction and response triggering an equally defensive come back. So begins a defensiveness chain which puts a stop to effective communication, impacting individual and team effectiveness.

This video examines common defensive reactions such as hiding behind rules, creating a diversion, and launching a counterattack. It also depicts inappropriate but typical responses, such shutting down and passive-aggressive behavior. Open communication between and among team leaders and team members is essential, viewers learn to take responsibility for their own communication and responses. The training focuses on controlling our own behavior by disengaging from the emotional reaction, empathizing, inquiring to understand the real issue being raised, disclosing information and depersonalizing the discussion.

This Video On Demand training stresses the importance of communicating in a non-threatening way, and listening objectively to others.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

Anyone looking to improve verbal communication skills and conflict resolution

Topics
The course presents the following topical areas:
  • Introduction
  • Defensive Actions
  • Defensive Reactions
  • Non-Defensive Communication
  • Conclusion

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