Communication Savvy
Turn Up the Power of Your Communications
Be Assertive. Present Clarity. Prevent Misunderstandings.

Did you ever feel that people don’t seem to hear your message or understand what you mean? Have you experienced situations where words and intentions got twisted around and assumptions were different from what really happened?

Turn up the power of your communication in this work-applicable course by learning skills and techniques to enhance your ability to communicate more effectively with others, promote clarity and prevent misunderstandings.

Choose one or multiple modules to customize your educational program
Select any one module as a stand alone program or combine others to create a your customized educational program.
Module 1
Challenge – Avoid taking things personally, failing to build rapport and experiencing lack of cooperation with diverse styles
The Power of Building Cooperative Relationships through Communication Styles
We deal with different co-workers’ personality styles everyday.
Some seem smooth as silk and others may seem more prickly —
our stress levels tell us which! Lessen relationship tension
and irritation.

The Power of Building Cooperative Relationships through Communication Styles
• Assess your style through interpersonal inventory and identify
Strengths and apply strategies to grow.

• Identify your strengths and apply strategies to grow.

• Dig deeper into the differences that motivate people and shape
their approaches to tasks, people, conflict and change and
learn how to improve relationships with co-workers and others in your life.
• Lessen relationship tension and irritation by adopting specific actionable behaviors you can take to better increase understanding and receptivity to your communication.
Module 2
Challenge – Being assertive and stop walking on eggshells around behaviors that trigger you.
The Power of an Assertive and Accountable Approach
• Inventory your assertiveness.
• Identify passive, aggressive and passive-resistance behavior.
• Explore and practice assertive techniques to enable you to avoid knee jerk reactions, snide digs, pushy-insistents and passive-resistants.
Module 3
Challenge –Distinguish feedback from criticism so that it is given and received constructively
The Power of Giving and Receiving Constructive Feedback
• Inventory your ability to give and accept feedback.
• Learn three feedback formulas: to encourage positive behavior, to improve behavior and to proactively ask others for feedback on what you can do differently.
• Explore tips on how to accept and give feedback.

Module 4
Challenge: Manage negative, unproductive behaviors
The Power of Managing Negative-Spirit-Deflating Behaviors
• Identify 5 causes of workplace negativity.
• Explore your hot buttons that cause you to react negatively.
• Examine 8 types of negators and learn mechanisms to manage gossip, finger naysayers, whiners, complainers and more.
• Strategize a plan of how to deal with the major negator in your life by using guided questions from an action planner.

Module 5
Challenge: Avoiding jumping to conclusions and making assumptions that lead to tension and conflict.

The Power of Seeing Both Sides, Checking Assumptions and Listening vs. Jumping to Solve

• Use the Ladder of Reasoning technique to check assumptions before actions and reactions are taken
• Use balance of advocacy and inquiry to get the full story
• Listen for problem identification
• Leverage tips on embracing a collaborative approach and focusing on issues not people

Module 6
Challenge – Avoid sending conflicting messages and learning how to read customers

Huh? What’s That You’re Saying? Body Language and Reading Customers
Command your body language to send positive signals. Read customers to
anticipate how to serve them better. Build awareness of the messages you send and your ability to listen effectively to the whole message to maximize positive communications.
Huh? What’s That You’re Saying?

The body and face send ‘silent messages’ that pack a wallop and tell us what our customers want. Learn to read customers by identifying clusters of body signals to anticipate how to serve customers better and enhance customer services experiences. Leverage this information to examine what messages you are sending.
We are often more concerned with WHAT we say. Customers are concerned whether we are paying attention to them and if you “hear” them. Learn and apply techniques to actively listen to the message being sent, demonstrate empathy, identify solutions and use phrases to test and advocate your perception.
Build connection and impact with mirroring, pacing and matching techniques
Establish an “authentic presence” so people feel you are “present” and care about them