presents

National Seminars Group
a division of Rockhurst University Continuing Education Center
Course Description

This seminar is offered onsite only. The descriptions and outlines specified below are examples of the topics covered in this seminar. Actual seminar content will depend on your organization's needs. Of course, we customize the seminar's content to meet the specific needs of your organization.

The Essentials of Effective Communication!

An essentail one-day workshop for all professionals! Fill your organization with top-notch communicators, and the sky’s the limit to what you can achieve!

Program Description		Who Should Attend
Workshop Agenda
What You’ll Learn

Program Description

Dear Fellow Professional:

What is it that distinguishes certain employees? Why do they get noticed, heard (and promoted)? It’s their communication skills. We don’t often think about how we’re communicating so sometimes we don’t know the effect we have on other people and can’t see ourselves as others see us. Could you be sending out messages you don’t intend to give? Sharpening your communication skills is the best thing you can do for your company and your career.

Double your communication effectiveness …

• Learn the power of communication and its effect on your career
• Exude a positive image through your communication skills
• End the “I should have said” syndrome with fast thinking and
  speaking on your feet skills
• Be able to say exactly what you mean and be understood
• Understanding people’s cues so you know what their true message is
• Stop feeling uncomfortable when dealing with other coworkers, customers

Send out the right message every time …

• Meet new people easily
• Turn adversaries into friends
• Reduce self-consciousness
• Influence discussions to the outcome you want
• Learn to give constructive criticism
• Replace giving orders with giving encouragement

This seminar will help you identify your strengths and build on them. You won’t be trying to do anything phony. You’ll walk away with communication confidence and feel more positive and at ease at every encounter.
So don’t waste valuable career time, enroll today.

See you at the seminar,

David Horsewood
Senior Workshop Leader

What You’ll Learn

Powerful Ways You’ll Benefit from Becoming a More Effective Communicator

1. You’ll speak clearly and confidently – every time.
   Imagine how much better your life will be when your every message is so clear and concise that no one misunderstands you – ever again! No more miscommunications with your boss, coworkers, or loved ones. You’ll give clear directions, deliver constructive feedback, present your ideas effectively and be seen as a confident communicator.
2. Solve problems quickly.
   Good communicators are also good problem-solvers – it’s a fact. That’s because good communicators know how to ask the right questions to get to the root of what’s REALLY the problem, then work with others to find solutions. When you strengthen your communication skills, you’ll be amazed at how much easier problem-solving becomes.
3. Handle verbal disagreements and confrontation with ease.
   When your communication skills aren’t strong, verbal disagreements can be literally gut-wrenching. this workshop provides you with “scripts” – from what to say to when to say it – for common workplace situations where disagreements can occur. You’ll also learn an easy formula for conflict resolution, so you can head off ugly exchanges.
4. You’ll build instant rapport with everyone you meet.
   A few communication tricks is all it takes to build instant rapport with new people – and to steadily improve relationships with people you already know. You’ll learn how to make small talk naturally and easily with strangers, how to give sincere praise and how to communicate in a way that makes everyone you speak with feel valued and special.
5. You’ll negotiate for what you want with a win-win approach.
   Negotiating can be tough, even for seasoned communicators – until you know the secrets professional negotiators use! You’ll learn step by step how to ask what the other party wants, how to discover their arguments, how to find common ground and how to come up with a win-win solution that leaves everyone smiling.
6. Gain confidence – and lose stress!
   As you apply the communication skills you’ll learn, you’ll notice that your confidence level grows with each successful exchange. What’s more, the stress and frustration you once felt -- because of misunderstandings caused by miscommunication – will drain away as you feel less like a victim and more like an influencer in your workplace.
7. You’ll listen actively – and double your communication effectiveness!
   Listening is the most powerful, and most neglected, communication tool available to us. Which is why we devote a whole section of this workshop to helping you become a truly skilled listener. You’ll learn how to use attentive silence to draw out information from others and how to read body language to “hear” what the other person is really saying.
8. You’ll say “yes” or “no” only when you really mean it.
   Once you learn the basics of assertive communication – and get time to master them in practice sessions in the workshop – you’ll feel ready to speak up calmly and professionally when you’re being taken advantage of. You’ll find out how to say “no” without feeling guilty and how to assert your rights when you’re treated unfairly.
9. Speak effectively “off the cuff.”
   Never again will you be caught off-guard, without an appropriate response! You’ll learn the secrets to speaking “on your feet,” as well as tricks for buying time to get your thoughts together. As your confidence in your communication skills grows, you’ll find yourself more and more at ease in situations that once made you uncomfortable.
10. You’ll enjoy your job more – and enjoy more job success.
    Strong communication skills will make your job vastly more enjoyable! No more squabbles, anger or hurt feelings over miscommunication. No more costly redo because directions weren’t followed. As your communication skills grow, so will your influence in the workplace, your credibility in the eyes of top management – and your career success!
    

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Who Should Attend

• Managers, supervisors and executives
• Administrative professionals
• HR staff
• Customer service managers and reps
• Team leaders
• Business Owners, CEOs and VPs
• Sales personnel
• Front desk professionals
• Help desk staff
• Government and nonprofit employees
• Healthcare professionals
• IT professionals
• Engineers
• Security staff
• Educators
• And any professional who wants to communicate with confidence!
  

Workshop Agenda

I. Recognizing and Building on Your Communication Strengths

• Why top-notch communication skills are more crucial than ever in today’s changing workplace
• Understanding how cultural, generational and gender differences can impact communication
• Analyzing various communication styles and recognizing your own
• Tips for communicating effectively with those whose style differs from yours
• Identifying your communication strengths and weaknesses – and learning how to capitalize on your plusses
• 10 major communication mistakes that can damage your career and how to avoid them
• PRACTICE SESSION: Introductions for a dynamic first impression

II. Assertive Communication: Your Ticket to Getting Your Point Across with Confidence

• Recognizing the difference between assertive communication and aggressive communication
• Assertiveness 101: Basic techniques for assertive, confident communication
• Light-weight speech habits and patterns sure to undermine your assertiveness
• Words and phrases that rob you of your power – and what to say instead
• Tips for saying “no” firmly but tactfully, without causing anger or resentment
• Nonverbal communication: How to project confidence and authority through your body language
• PRACTICE SESSION: Assertive responses for common workplace scenarios

III. Building Rapport By Strengthening Your Interpersonal Communication Skills

• 10 instant rapport-builders to help you connect with every person you meet
• The secret to making others feel valued every time you communicate with them
• Recognizing where communication breaks down and results in misunderstandings
• “How to’s” for giving sincere praise and compliments
• Conversation topics that are off-limits in professional settings
• Seemingly innocent remarks that may be considered sexist, racist, ageist or otherwise offensive
• PRACTICE SESSION:Make small talk your success tool

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IV. Active Listening: Your Secret Weapon in Becoming a Stronger Communicator

• Understanding how excellent listening skills can double your communication effectiveness
• The basics of active listening, step by step
• Zip your lip: The importance of remaining silent so others have time to think and to express themselves
• How to respond so that reluctant speakers feel free to open up to you
• 4 ways to keep the information flowing so you get the feedback you need
• What are they not telling you? How to read body language and nonverbal cues for important information
• PRACTICE SESSION: How to make sure you’ve correctly understood what the speaker has just told you

V. Communicating to Persuade and Influence

• The importance of communicating a win-win approach: Why aggressive tactics are sure to backfire
• 12 effective ways to win over others to your way of thinking
• Tips for presenting your ideas with confidence and enthusiasm
• How to persuade others step by step with a concise “sound bite” message
• What to say to help you gain buy-in for your ideas and plans
• Negotiation strategies for turning no’s around
• PRACTICE SESSION: Win over hard-to-convince adversaries

VI. How To’s for Handling Special Situations in Communication

• In meetings: Communication tips that will make you shine
• With the boss: Do’s and don’ts for communicating effectively with a supervisor
• Giving directions: Steps for giving directions that can’t be misunderstood
• Business lunches: Tips for steering the conversation back toward business
• Networking: Communication strategies for making networking work
• Telephone: 5 techniques that will improve your communication over the phone
• E-Mail: 10 “how to’s” for communicating more effectively through e-mail
• PRACTICE SESSION: The professional way to make introductions

VII. Communicating Professionally When the Pressure Is On

• How to verbally counteract the weapons difficult people commonly use
• EASY scripts you can use to get through a variety of tough situations
• Basics for giving constructive feedback in a way that won’t arouse anger or cause defensiveness
• When you’re verbally confronted: How to face it calmly, confidently and head-on
• Communication techniques for defusing a potentially explosive situation
• Tips for keeping your voice calm and steady when you feel your emotions may get the better of you
• How to get your foot out of your mouth when you’ve just said something you regret
• PRACTICE SESSION: How to give bad news
  

Continuing Education:
Continuing education credits may be recognized by your professional board. Contact your own board to find out what's required.

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