In just one day, participants will learn:

• The art of active listening - how to ensure that they understand what their co-workers are really saying.
• Tips for remaining professional during angry or emotionally charged confrontations.
• How to correct recurring problems in an organization’s communication chain.
• Four proven actions that build trust and rapport.
• How to handle people who have difficulty listening and understanding.
• A step-by-step plan to create better communication channels and foster “team spirit” within a department, work group or entire organization.

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Communication Basics: The Who, What and Why of Successful Communications

• Learn four critical tasks you must accomplish to send and receive every message clearly.
• Avoid the manager’s #1 communication mistake.
• Learn the innovative four-step communication cycle that will enable you to communicate with anyone, anytime.
• Discover how to extract the information you need from employees, co-workers and managers.
• Become a “communication entrepreneur” by taking advantage of the dozens of communication opportunities that occur every day.
• Find out how to handle discussions between “unequal” parties.
• Learn how to turn disagreement into a positive dialogue.
• Discover how the eight principles of communication affect discussions in ways you may not be aware of.
• Understand the “container myth” and why it may be responsible for misinterpretation of messages.
• Find sensible solutions that prevent every day time pressures from destroying complete, clear communications.
• Adjust to the style differences that can stand between you and others.

The Art of Listening: How to Hear and Understand Others

• Learn how five essential listening viewpoints help you hear even the most subtle communications.
• Discover down-to-earth practices that convince others you hear and understand them.
• Use practical steps to deal with the “speaking/hearing mismatch.”
• Master the art of “in-and-out” listening and never again miss important information.
• Learn how to understand the critical 93% of communication that poor listeners often miss.
• Become familiar with little-known listening tricks that interpret pitch, tone, and inflection.
• Find out how to read body language.
• Use the “paraphrasing” method to ensure that you understand the message someone is communicating.
• Learn seven easy-to-use signals that make speakers feel they are understood.
• Dispel bad listening habits that prevent you from finding good compromises and solutions.
• Discover eight quick tips that help you listen to angry, agitated speakers in highly charged pressure situations.

Sending Your Message: How to Communicate with Anyone and Be Understood

• Understand negative, neutral and positive talk - use the right tone in every conversation.
• Communicate bad news tactfully and diplomatically without causing hard feelings or defensiveness.
• Learn powerful methods to communicate negative information without sugarcoating the truth.
• Use persuasive communication skills that convince people to accept – even support – change and transition.