Speaking of Success: Communications Skills Courses Improve Life at Work and Home

From the LA Times (Orange County edition) – November 4, 2002
By Debra Beyer, Contributing Writer

Whether you're a lawyer holding court, a manager supervising a staff of six or a salesperson courting a sale, communication plays a key role in the working world. The success of interactions at work – and at home – rely heavily on verbal expression, the presentation of ideas and the seemingly simple art of conversation.

Frankly, people do judge others by what they say. So growing numbers are going back to school to brush up on a skill that they learned right after they mastered walking.

Effective communication can be learned, and this is why numerous universities and community colleges are offering courses in communication skills through their Extended Education programs. And, students are enrolling in these specially designed, one-day to 12-week classes to advance their careers and to improve professional and personal relationships.

"Communication is a skill that crosses over just about every role you play in a business or personal environment," said Shea Caron, director of marketing for UC Irvine Extension. "Even in the recession, communications classes tend to fill because employers are really valuing these skills, and people are realizing what a difference it makes in their careers and their lives in general to communicate well."

Professional advancement
Under its business and management department, UC Irvine Extension offers several communications courses, including "Presentation Skills," "Communication in the Business Environment" and "Business Writing Workshop." The classes are available individually or in conjunction with a certificate program.

"Most of our students are mature in their careers but have moved into a new area of responsibility, which includes more group work," Caron said. "But, we also see transitioners who are just entering the workplace or a new line of work and what to brush up on these necessary skills."

Judith Rubins, a lawyer and a marriage, family and child counselor in Beverly Hills, signed up for "The Presentation of Self: An Intensive Public Speaking Workshop" through UCLA Extension to help achieve her goal of designing and presenting a series of seminars.

"As a trial lawyer, I had been used to public speaking and arguing cases in court, but that was someone else's story. I wasn't presenting myself, which is something entirely different," she said. "This class was phenomenal in that the instructor broke down how to organize and present the material, and helped me become a more captivating speaker."

Through its business and management department, UCLA Extension offers numerous communication skills classes, under such headings as "General/Interpersonal/Small Groups," "Speaking" and "Writing."

Pamela Kelly, an instructor and communications consultant, teaches several classes through UCLA Extension, including the 10-week "Public Speaking for Professionals" and its two-day offshoot course, "The Presentation of Self: An Intensive Public Speaking Workshop."

"Many of the people who take these courses have career advancement in mind," said Kelly, who designed the course curriculum. "They've become very aware of their limitations and know that in order to be more effective at work – and at life in general – they need t up their communication skills."

The majority of students who take UCLA Extension communications courses are educated professionals, ranging from age 30 to 45, who are working in managerial or supervisory positions, according to Patricia Hunt, a continuing education specialist in the UCLA Extension business and management department.

"We have a program that's a series of one-day workshops called 'The Manager's Toolkit' that's very popular with professionals," she said, "as well as 'Managing Conflict and Disagreement.' People come to these classes because they're aware that they have communication problems, or their employer is aware of it, and they seek improvement."

In fact numerous students taking communications skills classes at UCLA Extension are reimbursed by their employers, and many companies send multiple employees to one class, said Hunt.

Customized programs
Some say the ultimate way to master a new skill is to learn it in the actual environment it will be practiced, and, so, many universities and colleges are bringing extension courses to the workplace. UCLA Extension, for instance, works with several large corporations, offering some 50 to 60 classes held on job sites each quarter.

"We put together programs based on what a particular company's needs are, from one-day seminars to 12-week courses," said Elizabeth Byun, program manager of custom programs. "We get many requests for communications skills and writing courses from corporations, as well as classes on conflict resolution and project management."

In this setting, the students can learn in their working environments and still receive continuing education class credits.

UC Irvine Extension takes "off-the-shelf" classes into major corporations and also customizes courses to fit a company's specific goals and needs, Caron said.

"Our Project Management program has been taken into numerous companies," she said, "and every program includes communications classes, which are vital."

Personal enrichment
Some students sign up for classes simply to improve their personal relationships by becoming better communicators.

In fact, Elaine Chapman, director of Extended Learning at Pasadena City College, said that about half of the school's communications students are looking to enrich their personal lives, while the other half are seeking to advance their careers.

"However, these skills really apply to both and will enhance both areas no matter what you're focused on," Chapman said. "People in all areas of work and stages of life can benefit from learning to communicate well."

"It makes a big difference in life what words we choose," said Nina Ahlstrin, a psychotherapist who teaches "Was It Something I Said: Communication 1-2-3" at Pasadena City College. She created the five-week course based on the principles of humanistic psychology.

"The model I use for this class I used when I was a facilitator of training at USC School of Business," she said. "It's based on three areas: active listening, listening with empathy. . . and resolving conflict. It offers tools for the workplace and most definitely helps in the home environment."

Homemaker Liz von Schlegell took the course to open the channels of communication in her personal relationships. "I wanted to learn to be more effective in my communication because the way I was doing it obviously wasn't working," she said. "So, I signed up for the PCC class, and it was revolutionary. Now, I put the tools to work every day, and it has been so beneficial. The way we communicate automatically isn't always the best way. This is a skill that can be learned, especially if you have a great instructor."

Ahlstrin helps students work on interpersonal communication by using several activities based on experiential learning, "and, with the role playing, we apply the skills to the student's particular situation at work or home," she said.

Confidence building
A common thread in communication courses is building confidence.

"People come seeking to develop their freedom of expression and assertiveness," Kelly said. "Effective communication really has to do with relating to others. If you're insecure and don't believe you're expressing yourself well, you will be suppressed in your ability to do so."

And, it isn't just the extroverted nature of public speaking courses that require confidence, but any type of personal expression.

"We have people taking my business writing course to increase their self-confidence," Caron said. "I have watched students' skills really improve as they become more confident in their ability to organize thought and express themselves."

Pasadena City College even offers an Extended Learning course for kids age 10 to 17: "Talk Your Way to Popularity and Good Grades."

Chapman said the class is popular and teaches youth the speaking skills they will need throughout their lives.

"Parents have said it's just what their child needed to come out of their shell," Chapman said. "Being empowered as a good communicator can help you at any stage in your life."

Typical fees for these extension courses range from $150 to $400, depending on the duration of the course. Many instructors have turned their extended courses into two-day workshops to accommodate people's schedules.

However, Rubins, who took the two-day course at UCLA, said she would like to try a 10-week course next time to be able to "soak up the material in increments and apply it over a period of time."

Caron said some people like to try a one- or two-day class as an introduction, then sign up for a longer course the following quarter if their interest grows.

A variety of formats and topics is available in communication skills courses to meet the needs of an ever diverse community. Yet, no matter how the trends change, the need to learn to communicate well remains a constant.

"I wasn't sure how I was going to achieve my goal and present my seminars," Rubins said, "but, after taking the class I am premiering my seminar pilot on 'Designing a Great Life' next week. As Pamela Kelly taught us, good communication is about letting go of limitations, and it's a valuable skill that can help you in any area of your life."

Debra Beyer is a freelance writer based in Glendale.