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Do your listeners ask you to repeat key words? The ability to speak clearly is an important skill no matter who you are. There are several ways to lose your listeners, but poor articulation, mumbling, and lack of volume are the most preventable. Don’t force listeners to work harder just to understand the words coming out of your mouth! This module of communication excellence will teach key sounds and practice techniques to ensure that you are speaking clearly.
Business speaking requires a mixture of information and persuasion. Both are critical, and you use both in different situations and for different reasons. The distinction between these two types of speaking is that informative speaking lists data and impartially clarifies and enlightens with no particular goal other than making information clear. Persuasive speaking urges a partisan decision, favors a position, and tries to garner acceptance for that position. In many presentations, the speaker will use both information and persuasion in order to convince the listeners.
This training will help you understand the difference between informative and persuasive presenting. It teaches how to implement these concepts in your content and delivery and the three ways of persuasion that are used in virtually all presentations we see today. You’ll learn how to choose the proper mode of persuasion and how to match your message to your listeners.
Your customers will often pay attention to how you sound as much as what you are saying. A positive interaction can depend on your tone and inflection, speed, and projection.
Plus: words matter! Your choice of words, such as “customers,” “clients,” “guests,” or “patrons,” will shape their perception, and perception shapes service communication. Don’t let your choice of words become a distraction during a customer interaction. In This teaches participants the various sounds of service and how to master their own sounds to best communicate with customers.
Have you ever felt that your listeners were confused? Have listeners ever asked you to get to the point? Truly connecting with your listeners is fundamental in all communication and critical for a successful presentation. This module teaches you how to make your point and engage all of your listeners. It does not provide a one-size-fits-all methodology, but rather covers a whole range of skills from which you may choose the best approach for specific groups.
Listening is not just about hearing—it involves the understanding and evaluation of what is heard. Whether you’re in a face-to-face meeting or talking on the phone, leaders and managers must exhibit comfort and proficiency in six specific areas of listening, or messages can be misunderstood. These qualities and techniques are the focus of this module. In addition, this module covers the top ten barriers to listening, and how to overcome them. This is one of our most popular topics.
At times, speaking with coworkers, your staff, your boss, and yes, your customers can be difficult. They may come to you with stories about their problems or your mistakes. They might even mistreat you. We need to remember that there are always two sides to every story. Learn how to diffuse difficult situations and become the difficult person’s advocate, rather than the enemy.
When relationships are strong, you can communicate anything. When they are not strong, even the simplest feedback becomes difficult. This module provides an understanding of why and how strong relationships are created using our original research, which has unveiled the two most important characteristics for building a strong working relationship. This module utilizes practice to strengthen the techniques and skills that foster trusting relationships.
Since the 1990s, coaching and mentoring have become widely used to develop employees in the business world and are important skills for anyone in a managerial or leadership role. Learn how to communicate in both coaching and mentoring styles while learning the differences between the two. Among other things, learn Socratic questioning, goal setting, skills in accountability, and ways to inspire that lead to full development.
Most important business communication occurs between leaders, managers, board members, and shareholders. Because Boards advise and direct management teams on key decisions, it is critical that leaders and managers clearly communicate the vision, metrics, and progress of the organization. Having worked with thousands of managers and board members, we have developed valuable insight into how relationships, presentations, handling questions, and more can affect your communication success. Whether you’re new to senior management or an old pro, this module will allow you to hone your Board and shareholder presentations and share your thoughts in a clear, concise manner. Our guidance will help you strengthen your relationships and effectiveness with your Board and shareholders.
What two words would you like people to say about you after you have left a meeting or a conversation? The answer defines your communication style. Style coaching is one of our most popular leadership and management offerings. It allows senior executives, managers, and emerging leaders to achieve their personal vision of how they wish to present themselves. Our coaches work with clients on their core communication skills, beginning with their two style words. The result is authentic, comfortable, and effective leadership or management capabilities.
Have you ever wondered how some people always have the right thing to say at the right time? There is an art to handling yourself well in just about any setting—from dealing with an angry customer to holding a political debate or managing a
contentious investor meeting.
Imagine yourself in front of the executive committee, the board of directors, the press, or a client, and someone requests that you speak on an unfamiliar topic. Perhaps you are asked a tough question that you hadn’t anticipated. What do you say? Thinking on your feet is a module that teaches you how to process and organize your thoughts quickly in a way that will help you communicate clearly and with confidence.
Speakers must prepare to answer real questions about their topic. Sometimes, listeners ask friendly, genuine questions, but often, you might be tasked to answer aggressive or set-up questions. In either case, the ability to handle even the most difficult question in a clear, comfortable, and competent manner is an important skill. Whether you have been called to answer questions at a congressional committee, in a sales meeting, or during a team presentation, this module will teach you how to hear and understand questions in order to respond with effective answers.
Visual aids can help or hurt a presentation. Whether you are using PowerPoint, Keynote, Prezi, slides, video, a software interface, or other visual support, you need to make sure that the visual won’t distract from the presentation. Many speakers have chosen to just abandon visual aids all together and even proclaim that they are above using such tools. However, well-utilized visuals will significantly improve a presentation. This training will teach best visual aid practices and offer the opportunity to practice techniques with individualized coaching feedback. Listeners will appreciate how skillful use of visual aids truly enhance your presentations.
Speak with Confidence
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Defensiveness Prevents Clear Communication
The First Moment: Defensiveness
If your listener is defensive, your point is probably missed. They have been left with the impression that you, intentionally or not, are criticizing their idea or them. Instead of focusing on getting solutions, they will be driven by this passion for defending the idea or their persona. They are struggling, and it may be your fault. You may have needed to set the right expectations; your tone may have needed to be more appropriate for the message you were trying to convey; you may not have provided them with the necessary resources to accomplish their goals, or they could just be worn out. If you take advantage of their defensiveness, it will only get worse. If you understand how to handle their defensiveness, you can rapidly shift their negative energy—whether fear, doubt, or worry—and help them leave the conversation with your message.
The Trap
They say, “No.” You say, “Yes.” They say, “I didn’t know.” You say, “You should have.” Perhaps you were taught to ask questions to manage effectively, so you say, “How could you not know?” But, the presupposition in this question suggests that they are somehow not smart because they did not know. While that may not be your intended message, it’s there, their spine will rise, and their eyes will narrow. If you react to their posturing instead of listening and assisting them to sit back and reflect on what’s bothering them, they will also react rather than focus on the real purpose of your conversation.
If you are in a conversation and you notice someone getting defensive, stop. Do not go any further with your point, as attempting to argue your idea differently rarely works; they won’t listen when defensive. They have one agenda: to deflect whatever they think you are attacking. You may need to just listen, ask a question, or make a statement like “What do you need?” or “Help me understand your point of view.” You may have to continue the conversation at another time. The fact that you take time to process and digest that conversation is validation, and that’s the first step to overcoming their defensiveness.
If you do not plan how you’ll approach their emotion, rigid beliefs, or confusion ahead, they will stay shut down and retreat deeper into themselves. To help them come to a decision or understand your point of view without feeling defensive, use a format called “Defensive Persuasion.”
The Format: Defensive Persuasion
Excerpt from Mastering Communication at Work: How to Lead, Manage, and Influence
Author
Dr. Ethan Becker
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