Agenda

Day 1
Becoming an exceptional listener

• How to grasp what is not being said — but implied
• The advantages of withholding judgment until the end of a situation
• Easy-to-use reminders that fix your attention on the speaker
• How and when to use open-ended, closed-ended, curiosity, and clarifying questions

Tailoring a message to fit your audience

• How to break up your message into manageable pieces for maximum impact
• Different strategies for different audiences (staff members, peers, and supervisors)
• Specific language that prevents mixed messages
• Why you must anticipate what your audience wants — and know how to provide it

Using nonverbal communication

• How to complement your message with nonverbal communication
• Ways to interpret nonverbal behaviors for a deeper understanding of what's being said
• How to make sure your verbal message is consistent with your nonverbal message

Understanding how your behavior influences others

• How to fix situations — not people
• The value of challenging familiar routines and behaviors
• How to uncover hidden agendas, influence outcomes, and overcome conflicts

Giving and receiving feedback

• How to evaluate criticism — what to take to heart, what you can safely ignore
• Ways to handle unjust criticism and rejection
• The kind of feedback to use for the fastest results

Day 2
Writing for impact and clarity

• How to enhance your credibility through well-crafted memos, letters, and e-mails
• The best way to convey rejection and bad news — and still come out looking good
• Powerful writing techniques that persuade people and affect outcomes

Connecting with different types of people, from boss to spouse

• How to interact more effectively with your supervisors — especially your immediate boss
• How to successfully handle a tirade
• Ways to deal with bullies, liars, and other difficult people

Communicating in a diverse environment

• A look at diversity in the workplace — how to keep differences in age, gender, race, and culture from hindering communication
• The key to staying focused on outcomes instead of stylistic differences
• Tips to help you overcome strong emotional responses to cultural collisions

Boosting your "power of persuasion"

• The first deadly sin of communication — how to resist the temptation
• How to get the support you need for your projects and proposals
• The best way to use stories, case studies, and other anecdotal information
• Why you should build a "trust account" — and when to draw on it

Framing your message in the positive

• The best way to frame an unwelcome message
• How to say "no" without feeling guilty or upsetting the other party
• The infectious synergy of positive thinking