Communication Skills Training
Communicating with Tact, Diplomacy, Poise, and Finesse: What to Say and How to Say It
Available Format
Program Overview
Some people seem to be able to say the right thing no matter what the situation. Their ability to navigate through tense discussions opens doors in the business world that may have otherwise closed. During this training program, participants will learn the secrets of communication pros, including building personal credibility, delivering positive and negative feedback, improving listening skills, rephrasing for better relationships, dealing with difficult people, handling negative situations, and more.
Skills exercises are interactive, allowing participants to practice what they have learned in a fun, high-energy environment. Communicating with Tact, Diplomacy, Poise, and Finesse: What to Say and How to Say It is the ideal program for those needing to improve their basic communication skills or for those looking for the extra business edge.
Program Objectives
At this program's conclusion, participants should be able to:
- Explain the four basic behavioral styles and how to adapt to each.
- Capitalize on personal style for more effective communication.
- Describe the impact of body language and voical tones on communication.
- Explain the effective use of office communication tools such as the telephone and email.
- Rephrase blunt language to achieve results without offending anyone.
- List strategies for dealing with difficult behaviors.
- Demonstrate how to deliver constructive feedback and how to disagree politely.
- Develop an action plan to improve communication skills.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
Course Outline
What Is Diplomacy?: What Makes Some People Good Communicators
This training begins with a discussion of what diplomacy and tact are and why they are important skills to practice and develop. In this foundation lesson, participants will evaluate the communication styles of several well-known people and list the strengths and weaknesses of each.
Building Personal Credibility: Understanding Communication Styles
The next section of the program shifts the focus inward to each participant's personal communication style. Using Business Training Works' signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles and those of their coworkers and clients in order to adjust for better communication.
It's Not What You Say: Rephrasing for Better Relationships
The lesson in the saying "it's not what you say but how you say it" is one that takes some people years to learn. In this section, participants will learn how to use language so that it will be better received in conversations and in writing. Special emphasis is placed on learning to say "no" in ways that reduce conflict and eliminating phrases such as "that's not my job" and "I don't know."
Tools of the Trade: Voicemail, Email, Memos, and More
When used poorly, certain office communication tools designed to improve business do the exact opposite. Anyone who has ever sent a misinterpreted email can attest to this fact. From grammar to telephone etiquette, this component reviews office communication tools and how to use them for maximum effectiveness.
Difficult Personalities and Difficult Situations: Dealing with the Challenging
This program concludes with case-study evaluations of ways to deal effectively with difficult personalities and tough situations. From "negaholics" to backstabbers and whiners to minimal contributors, participants will learn better ways with which to communicate and manage those whose actions make the process hard.
By the end of this program, participants will understand how to capitalize on their communication strengths, adjust to accommodate their weaknesses, effectively use office communication tools, and better handle difficult people.
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