Improving Communication Skills

About this course: Learn how to communicate more effectively at work and achieve your goals. Taught by award-winning Wharton professor and best-selling author Maurice Schweitzer, Improving Communications Skills is an essential course designed to give you both the tools you need to improve your communication skills, and the most successful strategies for using them to your advantage. You'll learn how to discover if someone is lying (and how to react if they are), how to develop trust, the best method of communication for negotiation, and how to apologize. You'll also learn when to cooperate and when to compete, how to create persuasive messages, ask thoughtful questions, engage in active listening, and choose the right medium (face-to-face conversation, video conference, phone call, or email) for your messages. By the end of the course, you'll be able to understand what others want, respond strategically to their wants and needs, craft convincing and clear messages, and develop the critical communication skills you need to get ahead in business and in life.

Who is this class for: This class is designed for anyone who wants to learn to communicate more effectively at work.

Created by:  University of Pennsylvania

• Taught by:  Maurice Schweitzer, Professor of Operations, Information and Decisions

  The Wharton School

Basic Info Course 2 of 4 in the Achieving Personal and Professional Success Specialization Level Beginner Commitment 4 weeks of study, 2-3 hours per week Language English, Subtitles: Chinese (Simplified) How To Pass Pass all graded assignments to complete the course. User Ratings 4.5 stars Average User Rating 4.5See what learners said Coursework

Each course is like an interactive textbook, featuring pre-recorded videos, quizzes and projects.

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Connect with thousands of other learners and debate ideas, discuss course material, and get help mastering concepts.

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University of Pennsylvania The University of Pennsylvania (commonly referred to as Penn) is a private university, located in Philadelphia, Pennsylvania, United States. A member of the Ivy League, Penn is the fourth-oldest institution of higher education in the United States, and considers itself to be the first university in the United States with both undergraduate and graduate studies.

Syllabus


WEEK 1


Cooperation, Competition and Comparisons



In this module, you'll learn when to compete and when to cooperate to achieve success. You’ll explore the three key principles of cooperation and competition: scarcity, sociability and dynamic instability, and learn how to determine which approach to use based on your situation. You'll also discover how to use comparisons to provide motivation, and how to avoid "invidious" comparisons which can lead to discouragement or unethical behavior. By the end of this module, you'll be able to attain a better balance between competitive motivation and cooperative satisfaction to make your interactions more productive and successful.


8 videos, 1 reading, 1 practice quiz expand

1. Video: Introduction
2. Video: The Thin Line between Cooperation and Competition
3. Video: The Three Principles of Cooperation and Competition
4. Video: The Mechanics of Comparisons
5. Video: The Misery of Upward Comparisons
6. Practice Quiz: Module 1 Practice Quiz
7. Video: Comparisons and Motivation
8. Video: Comparisons and Cheating
9. Video: Comparisons: Finding your Balance
10. Reading: Module 1 Slides
11. Discussion Prompt: Module 1 Discussion

Graded: Module 1 Quiz: Comparisons, Cooperation, and Competition

WEEK 2


Trust



In this module, you'll explore how to gain and built trust to develop cooperation, and understand why this critical step can be so challenging. You'll examine the factors that develop a trusting relationship: demonstrating vulnerability, building rapport, and expressing warmth, and learn how to increase trust by uncovering common goals, common enemies, and interdependence. You'll also learn how to communicate with team members, friends, and opponents in a way that encourages trust. By the end of this module, you’ll understand how to build trusting relationships to achieve cooperation and mutual satisfaction.


7 videos, 1 reading, 1 practice quiz expand

1. Video: The Cooperation Challenge
2. Video: Building Trust: Vulnerability
3. Video: Building Trust: Rapport, Warmth and Equality
4. Video: Building Trust: Interdependence, Common Goals and Common Enemies
5. Practice Quiz: Module 2 Practice Quiz
6. Video: Building Trust: Communication and Institutions
7. Video: Signaling and Trust
8. Video: Trust, Emotion, and Limited Feedback
9. Reading: Module 2 Slides
10. Discussion Prompt: Module 2 Discussion

Graded: Module 2 Quiz: Building Trust and Cooperation

WEEK 3


Deception



In this module, you’ll learn what deception is, how to detect it, and what to do once you know it's taken place. You'll examine the most common cues that indicate deception and explore practical steps to take when you discover deception. You'll also be able to evaluate deceptions and transgressions to determine whether they are core or non-core violations. Finally, you'll analyze the components of successful apologies, so you can can create your own, if necessary. By the conclusion of this module, you'll be able to better detect deception, and devise an appropriate reaction that will help you achieve your objectives.


9 videos, 1 reading, 1 practice quiz expand

1. Video: Fundamental Truths about Deception
2. Video: The Challenge of Lie Detection
3. Video: Cues to Detect Deception
4. Video: Matching the Content and Context
5. Video: Practical Steps
6. Video: Nature of Violations
7. Video: Learning from Bad Apologies
8. Practice Quiz: Module 3 Practice Quiz
9. Video: The Apology Formula
10. Video: Preparing to Apologize
11. Reading: Module 3 Slides
12. Discussion Prompt: Module 3 Discussion

Graded: Module 3 Quiz: Deception and Apologies

WEEK 4


Effective Communication



This module was designed to teach you both the key principles of effective communication, and how to harness the power of setting goals to improve your performance. You’ll learn how to create memorable and persuasive messages, ask thoughtful questions, engage in active listening, and choose the right medium (face-to-face conversation, video conference, phone call, or email) for your messages. You'll also learn the how to use goal setting for maximum benefit while avoiding the common pitfalls of overly ambitious targets. By the end of this module, you'll be able to communicate effectively using the right medium, and use goal-setting to increase your productivity and boost your performance.


13 videos, 1 reading, 1 practice quiz expand

1. Video: Conveying Ideas
2. Video: Make Messages Memorable
3. Video: Asking Questions
4. Video: A Deeper Look at Questions
5. Video: Active Listening
6. Video: Nonverbal Communication
7. Video: Communication Media
8. Video: Threats
9. Practice Quiz: Module 4 Practice Quiz
10. Video: The Benefits of Goals
11. Video: Goal Setting Pitfalls
12. Video: Making the Most of Goal Setting
13. Video: Crossing the Finish Line
14. Video: Course Conclusion
15. Reading: Module 4 Slides
16. Discussion Prompt: Module 4 Discussion

Graded: Module 4 Quiz: Effective Communication and Strategies