Purpose: To assess the conversational competence in interpersonal settings.

Description: The CSRS consists of 25 molecular skill items

five molar items (e.g., inappropriate interactant--appropriate).
The behavioral items can be subdivided into four skill clusters:
1. attentiveness (i.e., attention to, interest in, and concern for conversational partner)
2. composure (i.e., confidence, assertiveness, and relaxation)
3. expressiveness (i.e., animation and variation in verbal and nonverbal forms of
expression)
4. coordination (i.e., the nondisruptive negotiation of speaking turns, conversational
initiation, and conversational closings)

MODULE 1:  Course Overview and Learning Objectives

MODULE 2:  How Communication Works
Topics covered:

 Influence or Persuade?
 Identifying and Adjusting your Communication Style
 Five Communication Styles
 The 6 Cs of Communication
 The Four-Step Cycle of Communication
 The Dynamics of Communication
 Communication is a Two-Way Street

MODULE 3:  Face-to-Face Communication

Topics covered:

 First Impressions
 Appearance
 On the Front Foot: Being Positive
 Using the Right Words
 The Three Components of Communication
 Body Language and Non-Verbal Messages

MODULE 4:  Telephone Communication

Topics covered:

 Overcoming the Challenges of Telephone Communication

 Improving Telephone Communication
 Factors of Voice
 Advantages of Telephone Communication
 Disadvantages of Telephone Communication

MODULE 5:  Written Communication

Topics covered:
  Quick Tips for Types of Messages
 The Power of Words
 Right First Time
 Keep it Concise
 Address your target
 Keep it Simple
 Your Three Stage Structure

MODULE 6:  Questioning and Listening Skills

Topics covered:

 Verbal Signs of Active Listening

 Non-Verbal Signs of Active Listening
 Active Listening
 The Five Levels of Listening
 How Asking Question Helps You
 Open and Closed Questions
 The Funnel

MODULE 7:  How to be an Effective Communicator

Topics covered:

 Your Level of Understanding

 Dismantling your Assumptions
 Prejudices
 Your Preconceptions: Stereotyping
 Your History & Experiences
 Asking for Feedback
 How to Find Out What Others Think About You
 Is your Self-Image Correct?
 Getting your Self-Image Right
 The Wheel of Communication

MODULE 8:  Overcoming Communication Problems

Topics covered:

 Four Tips for Delivering Difficult Messages

 Delivering Difficult Messages
 Dealing With Conflict
 Dealing With Opposition
 Barriers to Communication
 Why Communication Goes Wrong

MODULE 9:  Getting Better Outcomes

Topics covered:

 Best Practices For Communicating Effectively

 Timing: Whats Best For Them
 The Effect of Location
 Intimidation
MODULE 10:  Your Personal Action Plan