• Say goodbye to misunderstandings and miscommunications that have crippled past working relationships
• Use your newfound communication skills to end those energy-draining departmental feuds
• Diplomatically handle tough situations and difficult people by knowing exactly "what to say when"
• Master the art of persuasion with a step-by-step method
• Earn the reputation as a consensus-builder that gets things done with tact and finesse
• Shine in meetings by presenting your ideas powerfully and confidently
• Deal effectively — and quickly — with those who challenge your authority or put you down
• Increase the amount of information you receive from any exchange through active listening
• Write professional letters and memos that grab your reader's attention and get results
• Never again find yourself wishing you could take back a statement that just flew out of your mouth
• Make standout presentations that earn you raves
• Convey the exact message you intend to communicate through e-mail, voice mail and fax
• Stop the resend, redo and rework cycle with practical how-to's that prevent miscommunication
• Establish immediate rapport with new co-workers, clients and other professionals you meet
• Avoid words and phrases that rob your message of its credibility and brand you as a "lightweight"
• Deliver bad news, "no" and "sorry" with tact
• Give criticism in a way that promotes positive behavior change instead of creating resentment or anger
• Recognize instantly when others have not understood your instructions
• Smooth over hard feelings and prevent grudges from being formed with "damage control" tactics
• Cool down heated verbal exchanges before situations get out of control
• Improve your voice image — and immediately boost your credibility
• Create impressive written proposals that others will eagerly buy into
• Reduce the stress in your department or on your team by opening up lines of communication
• Eliminate embarrassing mistakes in your documents with surefire tricks that editors use to spot errors
• Gain the respect of associates up and down the ladder who envy your skills as a top-notch communicator

• Managers and supervisors
• Team leaders
• PR and marketing professionals
• Sales representatives
• HR professionals
• Any professional eager to reap the career benefits that come to those who know how to communicate effectively and diplomatically — with tact and finesse

How to Communicate With Influence and Finesse

• Why today's changing workplace demands tact and diplomacy
• How strong interpersonal skills will magnify your personal power dramatically
• Face and conquer the most common fears that "short-circuit" your communication power
• Words and phrases that will get you in trouble every time — and better options
• 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?
• Learn self-anchoring — the wellspring between people
• Damage-control strategies for getting your foot out of your mouth when you've made a statement you regret

• Take advantage of your personal strengths and communication pluses
• Avoid speaking habits that automatically brand you as a "lightweight"
• Discover the power of voice image — and find out how to strengthen yours
• 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

Listening Skills That Can Double Your Communication Effectiveness

• Listening: The most powerful — and underused — communication tool
• Why most "listeners" talk too much — how to use "attentive silence" to free the speaker to think, feel and express
• 4 ways to avoid unintentionally shutting the door to important information and feedback
• 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

Communicating With Tact in Difficult Situations — and With Difficult People

• The secret of master diplomats — how to take advantage of the potential for a positive outcome from most conflicts
• What to say when: Scripts to get you through a variety of tough situations, including delivering bad news
• Strategies for ending in — fighting and feuding in your department: How to open up lines of communication
• 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
• Criticism: How to deliver it so that it results in positive change instead of hard feelings
• How to handle criticism — "the great manipulator" — without going on the defensive
• Tips for quickly defusing explosive or tense situations
• Keeping your lip zipped: Techniques for staying cool so you won't say things you'll have to apologize for later

How to Build Rapport, Strengthen Work Relationships and Achieve Respect

• 10 ways to build strong and supportive alliances with other departments
• Develop critical rapport builders that help you connect with others immediately
• Critical how-to's for giving instructions and directions that are understood
• Techniques that ensure your listener has correctly understood what you've just said
• 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

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
• Simple ways to regain your composure if your mind goes blank
• The secret to organizing your thoughts quickly for impromptu talks
• 4 ways to make a dynamic impression at meetings
• How to handle interruptions when you have the floor

Writing Tips From the Pros

• Why a casual tone is key to today's business communication — and tips for achieving it
• Key questions to answer before you begin writing
• Strategies for avoiding wordiness and eliminating stiff, formal language
• Avoid the most common mistakes made in writing memos and letters
• Kid-glove techniques for responding to complaints with relationship-rebuilding success
• Smart tips for adding punch to every paragraph and sizzle to your message
• Faxes and e-mail: The importance of accuracy and professional tone even in informal correspondence and messages

Communicating to Persuade and Influence

• How to clear your path of the most common obstacles to getting your point across
• Say it with style: Aconcise, step-by-step method of persuasion
• Tips for presenting your ideas up the ladder and gaining support
• Surefire techniques for getting an adversary to see your point of view — and winning him over
• Negotiation strategies the pros rely on for success
• When they just won't see it your way: understanding your options

"I learned some very practical tips for improving my communication skills."
L. Ranntallie
Critical Support Analyst
CTTE TSI

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

"Insightful and enlightening!"
Anita Barrett
Case Manager
Tampa Housing Authority

"Excellent seminar. Great quotes and thoughts to use both professionally and personally."
Linda Hudson
Facility Coordinator
The Western Group

"The day was very informative. I was in need of motivation and received it."
A. Troescher
Admin Assistant II
Wayne Water Systems

"Very positive & uplifting. Great ideas!"
C. Benz
Admin Assistant