Communicating With Tact and Professionalism

Program time: 3 hours each day (6 hours total)

DAY 1

Session 1: How to be poised, calm and effective no matter what

• Why being able to think on your feet—and then communicate effectively—is crucial in today’s workplace
• What gets in your way? Here’s how to pinpoint and eliminate your communication snags
• Instant solutions to the most common communication problems
• How to tell the truth without fear
• Proven tips for making sure your instructions are clear and understood
• How focusing on the person’s feelings allows them to “get” your message
• Responding to questions, even when you don’t know the answer
• Techniques for handling disagreements
• What’s your credibility quotient? Gain and maintain respect with these strategies
• How to capture your listener’s attention and get your point across—even when they’re resistant, upset or angry
• Excuses, excuses—how they can torpedo your reputation and career
• How showing others how to please you will make your life easier
• Don’t shoot the messenger! Diplomatic ways to say “No,” deliver bad news and give helpful feedback
• Phone vs. face-to-face communication—important differences you must be aware of
• No more “foot-in-mouth” disease—how to avoid saying things you’ll regret

Session 2: The secrets to getting the information you want

• Breaking the ice … tips for getting a conversation rolling
• How skillful listening will bring you great power
• What are the filters you listen through?
• How to get the information you need … more quickly
• Tips on understanding and communicating effectively with different personality types
• Listening between the lines—identifying the hidden agendas and false signals that lead to misunderstandings
• How to get a “rambler” to cut to the chase
• 7 body language signs to watch for—and what they mean
• The 4 steps for handling complaints masterfully
• When you’re the target—how to handle criticism, barbs and wisecracks
• The dangers of saying too much … how to know when to keep your mouth shut
• He said/she said … it pays to understand how gender-oriented communication styles differ

DAY 2

Session 1: How to manage conflicts and prevent communication problems

• Where do most problems come from?
• How being unconditionally constructive is the key to your success
• The 5 most powerful words in the English language
• All we want is a little respect … ways to encourage this all-important practice
• Sure-fire ways to prevent or reduce defensive behavior
• The 4 types of questions … how to know which to use to get the information you need
• How to deal with hotheads, bad-mouthers, habitual fault-finders and other morale busters
• Handling other people’s conflicts without getting caught in the crossfire
• Putting it on paper—writing skills that will see you through touchy situations
• The do’s and don’ts of documentation … these guidelines could save your hide!
• When things get out of hand—techniques for defusing tense or explosive situations
• “We’re in this together” … how to turn tough cases into team players
• Getting to win-win solutions—there’s no reason to have any “losers” in your company anymore

Session 2: How to be positively persuasive: Getting people to buy into your ideas

• The secret to projecting an aura of confidence and power
• Being a person of your word … how cultivating that reputation gives you great power
• Negotiation strategies for getting agreement without giving in
• How to make it easy for a person to change his or her mind
• When there’s no budging them—how to formulate a Plan B
• Master the sound bite: How to package concepts and information into memorable nuggets
• 5 steps to follow to respond to any question successfully
• Killjoys, skeptics and wet blankets—how to deal productively with even the toughest objections and resistance
• How to participate in and lead productive meetings
• Tips and techniques for delivering knockout presentations
• How to be a great leader—learn to communicate in a way that motivates and inspires