Course Methodology

This course relies on the use of self-evaluation exercises aimed at helping participants discover their preferred communication style. The course also features the use of a number of case studies, practical exercises and presentations by participants followed by group discussions.

Course Objectives

By the end of the course, participants will be able to:

• Identify effective frameworks for constructive interdepartmental communication
• Demonstrate excellent internal customer service skills
• Use proactive approaches to simplify work processes between departments
• Apply different team building models to create alignment within the organization
• Solve interdepartmental conflict by identifying and removing communication barriers
• Develop a plan for enhancing overall organizational communication

Target Audience

Managers, supervisors and professionals who interact with other departments, teams or business units.

Target Competencies

• Relating to others
• Gaining commitment
• Teamwork
• Collaboration
• Role awareness
• Conflict resolution

Organizational communication

• Definition of interdepartmental communication
• Direction of communication within an organization
• Formal versus informal communication
• The organizational grapevine
• Organizational culture and its effect on performance
• Levels of company culture
• Determining the strength of company culture
• Organizational values and attitudes
• Communication blockers

Internal customer service

• Internal customer service definition
• Importance of excellent internal customer service
• The service profit chain
• Silo mentality
• Breaking down the silo
• The service quality factors
• Building rapport with internal customers
• Handling customer complaints

Simplification of work processes between departments

• Signs of complicated or inefficient processes
• Simplifying work processes
• Work simplification stages
• Data analysis and evaluation
• Work Breakdown Structure (WBS)

Interdepartmental team building

• Removing the 'us-against-them' mindset
• Building an interdepartmental team
• Characteristics of successful teams
• Team cohesiveness
• Team building models and applications
• Creating alignment between different units
• The power of synergy
• From working alone to working in teams

Resolving interdepartmental problems and conflicts

• Identifying departmental problems
• Problem solving techniques
• Resolving interdepartmental conflict
• The positive side of conflict
• Conflict and team performance
• Conflict management styles

Efficient and effective organizational communication

• Effective organizational communication
• Choosing the right communication medium
• Information richness of different channels
• Eliminating communication overload
• Signs of inefficient communication