I. INTRODUCTION

               A. Types of Interviews
               B. Structured vs. Unstructured Interviews
               C. In Person vs. Phone Interviews   
               D. Other Data Collection Methods
                      - forms and questionnaires

II. PREPARATION IN ADVANCE

               A. Establishing Interview Purpose
               B. Developing Point List vs. Detail Questions
               C. Setting Time & Place
                      - whose turf?
               D. Length of Interviews
                      - how much can you absorb?

III. CONDUCTING INTERVIEWS

               A. Gaining Confidence of People
                      - breaking the ice
               B. Working with Difficult People
               C. Asking the Right Questions
                      - using silence
               D. Listening Actively
                      - obstacles to good listening
               E. Taking Notes and Staying on Track
               F. Special Cases
                      - employment/termination interviews

IV. INTERVIEWING CLINIC

               A. Attendees will interview Instructors and other Attendees using case studies
               B. Critique of Exercises

WRITING

I. GENERAL CORRESPONDENCE

               A. Meeting Summaries
                      - why you should volunteer to write them
               B. Outside Letters
                      - the "form letter" approach
               C. The CYA Memo
                      - the politics involved

II. USING E-MAIL OR FAX

               A. Rules for E-Mail
               B. When Not to Write

III. IMPROVING WRITING SKILLS

               A. Writing Drafts/Getting Started
                      - making an outline
               B. Adapting to Your Audience
               C. Effective Formats and Styles
               D. Editing and Revising
                      - supervisory editing
               E. Word Choice, Grammar, Spelling, Dictation Skills

IV. PROGRESS REPORTS, PROPOSALS, FEASIBILITY STUDIES

               A. Internal Status Reports
                      - purpose
               B. Management Reports
                      - Organizing the content
                      - 10 critical checkpoints
                      - discussing the unknown / quoting user savings

V. WRITING EXERCISE

               A. Discussion of Good and Bad Examples
               B. Attendees Assigned Writing Problem as Homework

I. INTRODUCTION

               A. Formal/Informal Meetings
                      - large/small Groups
               B. Determine Best Approach
                      - establishing purpose, location, setting

II. ADVANCE PREPARATION

               A. Knowing Your Audience
                      - speaking at right level
               B. Planning and Organizing the Material
                      - what management expects, use of handouts
                      - sending material in advance
                      - getting them to read it
               C. Preparing and Using Visual Aids
               D. Physical Arrangements
               E. Dress Rehearsals/Dry Runs
                      - determining probable questions, answering cost/schedule questions.

III. MAKING THE PRESENTATION

               A. Starting and Staying on Schedule
               B. Selling Yourself and Your Ideas
                      - dress code, manners, physical posture, enthusiasm
               C. Thinking on Your Feet
                      - using notes
               D. Handling Loaded Questions & Suggestions
               E. Avoiding Interruptions and Arguments
               F. Making Mistakes
                      - when they catch you
               G. Using the Right Words
                      - humor and jargon
               H. Finishing on Action Step
                      - if run out of time

IV. PRESENTATION CLINIC

               A. Attendees Will Make Video Taped Presentation Working from Case Studies
               B. Critique of Presentations and Review of Video Tapes

PERSONAL COMMUNICATION

I. INTRODUCTION

               A. What Makes People Tick, Identifying Major Personality Types
                      - what it means to you
               B. Human Needs Relative to Communication
                      - barriers to communication
               C. Knowing Yourself
                      - self assessment

II. MOTIVATION & LEADERSHIP

               A. Leading Without Authority
                      - power vs. authority
               B. Gaining Support of Others
               C. Managing Conflict
               D. Improving Performance and Productivity through Better Communication
                      - using verbal body language to get your message across
                      - how to criticize and accept criticism
               E. Building Your Image
                      - visual & verbal impressions

III. DEALING WITH OTHERS

               A. Communicating with: Workers, Subordinates, Peers, Boss, Users, Upper Management
               B. Types of Problem People
                      - how to communicate with them, personality matching
               C. Getting Conflicts Out in the Open
               D. Negotiating Situations and Hidden Agendas
               E. Building Positive Relationships

IV. IMPROVING COMUNICATION SKILLS

              A. How to Recognize Inter-personal Problems and Their Causes
              B. Speaking vs. Conversing
                      - learning to be an active listener
              C. Using Your Voice
                      - rate, pitch, and volume
              D. Messages You Unknowingly Send
              E. Body Language
                      - how to read it and use it