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Overview

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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Key learning points….

  • Prevent mistakes and misunderstandings by giving complete, clear instructions.
  • Learn how to “do it right the first time” by asking and answering questions the right way.
  • Use the "whole brain" approach to communicating.
  • Identify the signals of body language and discover unintentional messages you may be sending.
  • Initiate a difficult conversation with a fail-safe way for getting desirable results.
  • Guide, direct and correct people without creating hard feelings, making enemies or destroying good relationships.
  • Know a practical guideline for general vs. specific communication, and when you should use each approach.
  • Learn to say "NO" even when you’re being pressured into saying "yes."

As a result of this training

Your employees will be able to persuade and motivate others, solve problems and display leadership qualities with a full range of new and powerful communication skills. You have our written guarantee of complete satisfaction.

Agenda

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.