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The Communication Problem Solver - Tools and Techniques for Leaders


Communication is the process by which projects and relationships are created, maintained, altered and sometimes destroyed. Be more influential – making significant contributions to help people and projects move ahead. Gain the skills to increase your interpersonal effectiveness up, down and across your organization, as well as with customers and suppliers outside the company.


The Goal: Increase you interpersonal capacity to handle complexity.


  • Distinguish styles of communication and their impact on individual and team morale and productivity.
  • Identify the important components influencing a situation.
  • Increase awareness of self, others and team as the basis for effective communication.
  • Apply the six talking styles for sending clear messages.
  • Apply the five listening skills for creating understanding, building relationships and gaining information of high quality.
  • Carry out the process of mapping an issue – for making decisions, solving problems and resolving conflicts effectively.
  • Apply the maps, skills and processes effectively in a wide variety of business situations, including critical conversations. 


  • Distinguish the characteristics of productive and unproductive ways of talking.
  • See and hear signals of unresolved issues faster.
  • Assess the effectiveness of your own talking styles.

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Benefits and Learning Outcomes

  • Spot and fix breakdowns in communication
  • Talk more effectively about important matters
  • Facilitate faster team development and more productive outputs
  • Influence culture positively

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Course Outline/Topics

  1. How Communication Works (and Doesn’t Work)
    • Communication Model
    • Words, Tone, Body Language
    • Communication Channels
    • Foundational Skills
    • Asking Questions to Uncover and Develop
    • The Role of Assertiveness
    • Are We All Alike?
  2. Communicating About Important and Often Difficult Issues
    • The Critical Conversation
    • How We React
    • Conducting the Critical Conversation – Preparation
    • Open the Dialogue
    • Explore Their Story
    • Tell Your Story
    • Reach Agreement
  3. Making the Most of Group Communications
    • The Top Ten Group Communication Mistakes (and How to Avoid Them)
  4. Critical Conversation Planner

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This program can be applied toward the:

Mon., Sept. 14
Location: UWM School of Continuing Education (Click link for directions)
Instructor: Dave Merges
$345: Register by Mon., Aug. 31
$395: Register on or after Tue., Sept. 1 Discount Available
Enrollment Limit: 30
Program No. 5050-8183
Registration Deadline: Mon., Sept. 14
Register Now
Wed., Mar. 30, 2016
Location: UWM School of Continuing Education (Click link for directions)
Instructor: Dave Merges
$345: Register by Wed., Mar. 16, 2016
$395: Register on or after Thu., Mar. 17, 2016 Discount Available
Enrollment Limit: 30
Program No. 5050-8673
Register Now
For more information, contact:
Jan Allen, Director, Business & Management,, 414-227-3219, 888-947-9947