Supervisor Essentials

Essentials of Communication 120

This class describes key types of communication and common roadblocks to communication, as well as how to use effective communication as a tool to help build teamwork and manage conflict. Includes an Interactive Lab.

  • Difficulty Beginner

  • Format Online

  • Number of Lessons 14

  • Language English


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Course Outline
  • Objectives
  • Communication Is a Process
  • The Role of the Listener
  • Listening to Understand: Empathetic Listening
  • Listening to Understand: Clarifying the Message
  • Verbal Communication
  • Nonverbal Communication
  • Written Communication
  • Preparing for Communication in Different Settings
  • Common Roadblocks to Communication
  • Communicating as a Team Leader
  • Fostering Healthy Conflict
  • Managing Unhealthy Conflict
  • Summary
  • Describe communication.
  • Describe key steps involved in listening.
  • Describe empathetic listening.
  • Explain how to clarify a message.
  • Describe verbal communication.
  • Describe nonverbal communication.
  • Describe written communication.
  • Describe how to prepare for communicating in different settings.
  • Identify common roadblocks to communication.
  • Identify steps for successfully running a team.
  • Describe conflict stimulation.
  • Identify steps for resolving unhealthy conflict.
Vocabulary Term


The process of sending and receiving messages via various mediums. Communication involves both transferring a message and ensuring that the message is received and fully understood by the receiver.

conflict resolution

The practice of intervening to eliminate potentially damaging or unhealthy conflict.

conflict stimulation

The practice of encouraging conflict to motivate employees to change when necessary. Conflict stimulation helps to keep a company or team from stagnating.


The degree to which types of communication match. For effective nonverbal communication, the verbal message and nonverbal cues must match.


The process of decoding a message to gain an understanding of its meaning. Deciphering is typically the second step involved in listening to a message.


The process of modifying a written message to clarify or correct message content. A sender edits a written message to ensure that the message content and tone match the original intention.

empathetic listening

A method of listening that involves understanding both the content of a message as well as the intent of the sender and the circumstances under which the message is given.


A passive activity that requires only partial awareness of noise with no intent to respond. Listening is often inaccurately associated with hearing.


An active activity that involves receiving, deciphering, and perceiving a message with intent to respond. Planning ahead for a conversation improves a receiver's ability to listen to a message.


The means used to convey the message to the receiver. The most commonly used mediums for communication include verbal, nonverbal, and written communication.

mission statement

A clearly stated set of goals. A team must have a mission statement to operate effectively.

nonverbal communication

A medium for communication that entails using cues via body language to convey message content. Facial expressions, body gestures, and voice intonation are forms of nonverbal communication.


The process of focusing on message content as well as sender tone to gauge an appropriate response to a message. Perceiving is typically the third step involved in listening to a message.


A measure of nearness to a person, place, or idea. A sender's physical proximity to a receiver of a message impacts nonverbal communication.


The person for whom the sender intends a message. The receiver is responsible for listening to, understanding, and responding to the message.


The process of hearing and remembering a message. Receiving is typically the first step involved in listening to a message.


The originator of the message. The sender transfers the message to the receiver.

snail mail

Mail delivered by a postal system. Snail mail is a form of written communication.

verbal communication

A medium for communication that entails talking using the spoken word, such as talking face-to-face, on a telephone, or as a speech.

written communication

A medium for communication that entails the written word. Letters, emails, and manuals are forms of written communication.