HR Competencies

  • Communication
  • Relationship Management


Customers and coworkers can often push our buttons and before we know it, we are deep in conflict. Poor communication skills—avoiding issues (letting things fester) or escalating trouble (needlessly complicating matters)—can cost your organization thousands of dollars per situation. Competent communication—your ability to manage differences skillfully—can transform costly situations into profitable outcomes. The class objectives are to increase your confidence and ability to:

  • Assess and analyze difficult situations systemically

  • Apply specific skills for handling complicated interpersonal matters

  • Choose effective strategies for resolving difficulties

  • Prepare to conduct important one-to-one conversations

  • De-escalate conflicted situations to bring about a workable resolution

  • Two Special Features

  • You will receive your own I-SkillsZone workbook and related set of practical tools for learning and applying the I-SkillsZone system on your job

  • The workshop focuses on issues of your own choosing rather than other peoples’ circumstances or case studies to practice and apply the material presented


Learning Methods

Participate in a variety of interactive learning methods:

  • Informative conceptual presentations
  • Video and live demonstrations (by the instructor) using specific skills and processes
  • Skill rehearsals with your issue(s) to expand your constructive behavioral choices and reduce negative responses, using innovative skills mats for accelerated learning, with coaching and feedback
  • Development of a specific action plan for dealing with your most challenging on-the-job situation immediately after you leave the workshop

Behavioral Outcomes

From learning the I-SkillsZone system, you will understand and be able to apply:

  • Seven Styles of Communication—a map for identifying breakdowns in communication and creating constructive conversations
  • B.O.S.S.—a practical guide for making better, more profitable systemic decisions - counting all parties involved
  • The Information Wheel—an essential tool for understanding, clarifying, and resolving complicated issues
  • The Listening Cycle—a guide for accessing important information accurately and efficiently while building relationship
  • Six talking skills and five listening skills (in the I-Skills Zone) to expand your ability to participate productively and be more influential in important meetings
  • Physical techniques for managing yourself to prevent and reduce interpersonal stress in challenging situations
  • A set of practical interactive principles for gauging and positively altering the course of interactions
  • Human Checkers—a non-verbal technique for assessing and altering strained/ineffective interactions with difficult people
  • A System Map for assessing the dynamics of, and planning intervention for, stressful situations
  • Eleven strategies for tackling difficult situations
  • The Mapping Issues Process—a foundational nine-step collaborative procedure for resolving complex issues and building agreements
  • Self-awareness and self-regulation to increase personal power and Influence without the negatives

Designed For

Non-management and support staff personnel who are frequently faced with difficult people and situations


Employers Council staff

On-Site Option

This class can be facilitated as a powerful experience with either intact teams or with people throughout the organization. In addition to the standard on-site rate, this session has an additional materials fee.​



1.30 Continuing Education Units
12.00 SHRM-PDC
Course ID #COMM102

Class Details

Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Time:8:30 am to 4:00 pm
List Price:$410.00 (5 seats available)
Location:Employers Council, 1799 N Pennsylvania St, Denver, CO 80203-1310
Time:8:30 am to 4:00 pm
List Price:$410.00

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