1. Say good-bye to misunderstandings and miscommunications that have crippled past working relationships.
2. Diplomatically handle tough situations and difficult people by knowing exactly “what to say when.”
3. Shine in meetings by presenting your ideas powerfully and confidently.
4. Deal effectively — and quickly — with those who challenge or put you down in front of others.
5. Never again find yourself wishing you could take back a statement that just flew out of your mouth.
6. Convey the exact message you intend to communicate through e-mail, voice mail, and fax.
7. Stop the resend, redo, and rework cycle with practical how-to’s that prevent miscommunication.
8. Establish immediate rapport with coworkers, clients, or other professionals you meet.
9. Avoid words and phrases that rob your message of its credibility and brand you as a “lightweight.”
10. Deliver bad news, “nos,” and “sorrys” with tact.
11. Give criticism in a way that promotes positive behavior change instead of creating resentment or anger.
12. Smooth over hard feelings and prevent grudges from being

I. Communicating With Diplomacy and Finesse

• Why today’s changing workplace demands tact and diplomacy in the communication of all professionals
• How strong interpersonal skills will magnify your personal power dramatically
• Words and phrases that will get you in trouble every time — and better options to replace them
• Where communication typically breaks down between people
• Explore your personal pattern of communication behavior; in what situations are you likely to feel powerful, overpowering, powerless?
• Damage control strategies for getting your foot out of your mouth when you’ve made a statement you regret

II. Creating the Image of a Professional, Powerful Communicator

• Take advantage of your personal strengths and communication pluses
• How to ensure that your communication style is serving your professional image
• Avoid speaking habits that automatically brand you as a “lightweight”
• Tips for controlling your body language and gestures to communicate the message you want
• How to appear poised and confident even when you’re not
• The secret for making a dynamic impression in those crucial first few seconds

III. Listening Skills That Can Double Your Communication Effectiveness

• Listening: the most powerful — and underused — communication tool
• When silence is power: how to use it to gain information from others
• Reflective listening/responding — how to harness the 4 key skills of master listeners
• What to do when the person you’re listening to just can’t seem to get to the point

IV. Communicating With Tact in Difficult Situations — and With Difficult People

• What to say when: scripts to get you through a variety of tough situations, including delivering bad news
• How to deal verbally with backstabbing, ridicule, and the aggressive tactics of others
• What to do when you’re challenged or put down in front of others
• Tips for quickly defusing explosive or tense situations

V. How to Build Rapport, Strengthen Work Relationships, and Achieve Respect

• Smart ways to build strong and supportive alliances with other departments
• Develop critical rapport builders that help you connect with others immediately
• Make sure you get credit for your contributions — 6 ways to toot your own horn without bragging
• Recognize and tap into the informal channels of information
• The power of gossip and why you should never ignore it or pass it on

VI. Presentation Skills That Enhance Your Credibility

• The first step: determining what you want to accomplish with your presentation
• How to channel your nervous jitters into energy you can use in your delivery
• Strategies for establishing your credibility quickly
• How to capture your audience’s attention immediately
• 4 ways to make a dynamic impression at meetings

VII. SPECIAL SECTION: Exuding Professionalism in Your Writing — Even E-mails!

• Why a casual tone is key to today’s business communication — and tips for achieving it
• Avoid the most common mistakes made in writing e-mails and memos
• Editing musts for concise, error-free writing
• E-mails: the importance of accuracy and professional tone even in informal correspondence and messages
• How e-mails and texting have complicated communication in the workplace

VIII. Communicating to Persuade and Influence

• How to clear your path of the most common obstacles to getting your point across
• Tips for presenting your point of view in a way that will generate respect
• Negotiation strategies the pros rely on for success
• Don’t cave in! How to identify what you want and get it while keeping working relationships strong
• When they just won’t see it your way: understanding your options

"I learned VERY PRACTICAL tips for improving my communication skills."
L. Ramtallie
Critical Support Analyst

"A very rewarding and challenging seminar. I feel more confident about my newly refined communication skills after this highly effective workshop!"
L. Norman
Communications Representative

"Insightful and enlightening ... and FUN!"
Anita Barrett
Case Manager