• Diplomacy – the key to communicating successfully with all types of people in all types of tough situations
• How to get your point across without appearing pushy
• Essential listening skills that are critical to “connecting” with others
• Expert techniques for exerting influence on the actions and attitudes of others
• Strategies for opening the lines of communication to end energy-draining feuding and infighting in your department
• Your communication style is your calling card to success or failure
• Communicating With Tact and Skill for Managers and Supervisors is guaranteed to help you communicate more powerfully, more diplomatically and more effectively with each and every encounter

Manage the Power of Your Message

• Today's demanding workplace: Why you need diplomacy and tact
• Strong interpersonal skills that increase your area of influence
• Ending self-sabotage that diminishes your communication skills
• Where the breakdowns occur on the communication highway
• How are you coming across to others? Holding up the mirror to view yourself as others see you
• Using self-anchoring techniques —­ the foundation of relating
• Taking your foot out of your mouth when you've said something you regret
• Put positive self-talk into "soundbyte" language

Mastering Influential Communication Techniques

• Building on your personal strengths and pluses
• Breaking out of a "lightweight" speech pattern
• Do you know what you sound like? Discover the power of your voice image
• Getting your body language in sync with your message
• Keeping composure and confidence in tough situations
• Secrets for making that positive first impression
• Two quick vocal tricks that will keep your voice congruent with your message

Focused Listening Skills: The Unheard Message

• Listening —­ the misunderstood and underused part of the communication equation
• Developing an attentive silence that allows time to think, feel and express
• 4 ways to keep the information flowing to you and get the feedback you need
• The power of silence to gain information from others
• The secret of master listeners: Reflective listening/responding
• How to direct the listener into seeing your point of view
• Tuning out the filters that put static in the communication lines

Tactful Communication in Tough Situations

• Lessons from veteran diplomats —­ where to find the positive outcome in conflict situations
• Finding the words to say: Scripts you can use to get you through bad news
• Start opening communication lines: Strategies for ending infighting and feuding
• Verbally defusing the aggressive tactics from backstabbing statements and ridicule
• Taking on a challenge in front of others … what to do when you feel backed in a corner
• Positive ways to deliver criticism that don't put others on the defensive or cause hard feelings
• "The great manipulator": Handling the criticism when it's dished out to you
• Defusing explosive situations quickly and easily
• How to hold back when you are about to say something you'll regret later
• What to say when: The art of scripting

Building Rapport, Achieving Respect and Developing Positive Work Relationships

• 10 bridge-builders that create strong alliances with other departments
• Developing instant rapport with every person you encounter
• How to give instructions that are understood and followed
• 6 ways to toot your own horn without sounding like a braggart
• Getting recognition for your successes
• Keeping yourself in the right loops and tapping into the information channels you need
• Keeping your lips zipped ... don't let the unfortunate words slip out

Persuading, Influencing and Motivating

• Cutting through the clutter —­ getting your point across
• Step-by-step ways to persuade your listeners with quick, concise messages
• Presenting your point of view with pizzazz that gains respect from others
• Getting the "higher-ups" to hear and react favorably to your ideas
• Surefire techniques to winning over an adversary
• Negotiation strategies that turn the no's around
• Developing Plan B: What are your options when someone just doesn't agree?

“The training was very well-organized, comprehensive and helpful. I got a lot out of this class.”
L. Spencer
Technical Writer
TDC Group

“I’ve been to a few of these kind of training seminars and this one has exceeded my expectations. I’ve learned a lot and I am looking forward to applying the skills in my work.”
A. Ladouceur
Library Clerk
Frontier School Division #48

“Really great! I know I can use what I learned in future publications at my company.”
S. Lucchese
Torbitt & Castleman

“Presentation was very thorough, detailed with excellent examples.”
J. Smith
M&S Branch Chief
USA OTC

“I liked that the trainer had a variety of visuals to help show differences between good and poor presentations. It made me more aware of many hints to use when doing my work.”
A. Bahuaud
Clerk, City of Winnipeg