Communication Skills for the Code Professional Instructor: Dale Engebretson, MCP

Course outline: This course will consist of six modules Class Introduction 1. Each student will provide a written introduction of themselves. The introduction will include a brief description of the student's career, why they are taking this class and what they hope to achieve by participating in the program. 2. Students will review a video on how to utilize online learning tools including Blackboard and Wiki. 3. Students will become familiar with evaluation and assessment tools such as rubrics. Unit 1 Understanding communication skills 1. The student will learn to identify the importance and benefits of sound communication skills. 2. Students will identify four stages of conflict and learn how to defuse angry conversations or conflicts before they escalate out of control. 3. Students develop tactful skills to encourage other people to bring properties into compliance without the need to utilize legal action against them. 4. Students will develop compliance methods that will help educate the public on the benefits of making a property of structure safe. Assessment There will be a multiple choice quiz to identify the four stages of conflict. Unit 2 Understanding personalities cultural differences and environments 1. The student will analyze and identify the three personality types that include agreeable, disagreeable, and high conflict types. 2. Students will learn that person's cultural background can influence how they value care for property. 3. Students will develop methods for conveying and educating people on achieving compliance with local building and property maintenance codes in a timely manner. Assessment The student will write a short essay identifying at least 3 different cultural backgrounds and how each may influence behaviors in current American community. Students will be assessed on how well they identify cultural differences. The evaluation will be based on a defined rubric. Unit 3 Assertive communication 1. The student will analyze and identify the four different forms of communication behavior: passive, aggressive, passive-aggressive and assertive communication. 2. Students will develop and demonstrate, by providing examples of the desired performance of assertive communication when communicating compliance requirements to property owners, tenants, and contractors.

Assessment The student will complete three written responses based upon provided scenarios. Students will be assessed on how well they analyze and solve the scenarios provided. The evaluation will be based on a defined rubric. Unit 4 The value of body language 1. The student will be able to identify and analyze the body language behaviors. 2. Students will provide examples of how body language can impact the outcome of a conversation between two people. 3. Students will analyze different body movements or gestures and learn how the receiver in a conversation might interpret a conversation as welcoming or offensive. Assessment The student will match terms to provided illustrations of body language positions. Unit 5 When and how to interrupt people 1. The student will learn how interruptions can escalate angry behaviors. 2. Students will learn to analyze when and how a conversation may be interrupted. 3. Students will develop methods to allow other people ample time to tell their story. Assessment The student will complete three written responses based upon provided scenarios. Students will be assessed on how well they analyze and identify acceptable scenarios to interrupt a conversation. The evaluation will be based on a defined rubric.