Course Code: efcom
Duration: 24 hours
Prerequisites:

Format: Interactive Workshop (with role plays, breakout groups, case studies)

Course Outline:

Day 1: Foundations of Effective Communication

1. Understanding Communication Styles

  • Types of communicators (passive, assertive, aggressive, passive-aggressive)
  • Identifying your own style
  • Adjusting communication for diverse audiences

2. Barriers to Communication in Government Settings

  • Hierarchies, cultural norms, language gaps
  • Bridging educational and generational differences

3. Listening with Empathy and Intent

  • Active listening techniques
  • Responding vs. reacting
  • Reading non-verbal cues

4. Practical Exercises

  • Situational dialogues (e.g., citizen inquiry, inter-office request)
  • Giving and receiving feedback

Day 2: Negotiation Skills for Public Sector Professionals

1. Introduction to Negotiation

  • What negotiation looks like in government work
  • Win-win vs. positional bargaining

2. Key Principles of Successful Negotiation

  • Interests vs. positions
  • BATNA (Best Alternative to a Negotiated Agreement)
  • Preparation and timing

3. Negotiation Scenarios in Government Service

  • Inter-agency collaboration
  • Resource allocation
  • Employee requests or labor concerns

4. Hands-On Activities

  • Structured role plays (simple to complex cases)
  • Peer feedback and improvement loop

Day 3: Conflict Resolution and Management

1. Understanding Conflict

  • Sources of conflict in government offices
  • Personal triggers and conflict styles

2. Conflict Resolution Models

  • The Thomas-Kilmann Conflict Mode Instrument
  • The Interest-Based Relational (IBR) approach

3. Conflict De-escalation Techniques

  • Language to avoid vs. language that diffuses tension
  • Techniques for heated moments: grounding, reframing, clarifying

4. Conflict Management in Hierarchical Structures

  • Navigating conflicts with superiors, peers, and subordinates

5. Practical Simulation and Case Work

  • Conflict role plays (citizen complaint, inter-office misunderstanding, team friction)
  • Group debrief and strategies building

Cross-cutting Themes Throughout the Program

  • Emotional intelligence
  • Professionalism and ethics in communication
  • Cultural and generational sensitivity
  • Maintaining public trust