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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.
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Identifying Manipulative Communication in the Workplace
Manipulative communication in the workplace decreases work efficiency, increases job dissatisfaction, contributes to a hostile environment and lowers morale. Most people are challenged to identify manipulative tactics and even when they spot them, they do not feel competent in responding effectively.
Spotting the manipulator can be difficult. They can be everywhere that humans are found. The manipulator can be anyone! They are difficult to identify because they are so well camouflaged and have no outwardly identifiable physical markings.
Manipulators are not restricted to certain locales, climates, social environments, or work settings. They prey on other humans. As a result, you may find them in any place that other humans frequent. You won’t have to “find” one; they will find you and, before you even realize it you will be engaged in a charismatic conversation! In fact, they only way you can be manipulated is through communication.
To identify the manipulator, you must be a keen observer of behaviors and a critically active listener. You must understand the manipulator’s mindset to interpret your observations and know what you are listening for. Here are some key indicators:
They think in terms of win and lose. If someone is winning, they are losing, and they keep score of everything. Win/win does not exist for them. You will notice this in a random conversation where they bring up something from the past that seems minor or odd.
They show a need for controlling others and situations. They are the puppet master controlling everyone’s emotions and actions. It may be part of a strategy to achieve a goal, or it may just be for the sake of feeling more intelligent and powerful than others. Think about the cat playing with a mouse that it never kills so that the fun won’t stop.
They have an insatiable need for adoration and attention. Typically, they are charismatic and adept at attracting people. They are usually glancing around to see who is looking at them instead of making genuine eye contact with someone.
They are deeply insecure. They try extremely hard to hide their insecurity. They may cover it with arrogance, confidence, and bravado, or they could use shyness and helplessness – all means are at their disposal. This insecurity will leak out randomly, so you must pay close attention. You could be having a wonderful conversation, and they slip in a question or comment revealing their insecure nature. If you dig deeper, it will go nowhere. They will change the subject if they think they revealed too much. Thus, the “insatiable need” to control.
They will NEVER allow themselves to show vulnerability. This is difficult to figure out because when another human shows vulnerability, an average person’s instinct is to show sensitivity. In contrast, to a manipulator, displaying vulnerability is a sign of weakness. On the other hand, they will feign vulnerability as a manipulative tactic. Of course, you will want to give the benefit of the doubt to someone who appears vulnerable, and you should.
They show feigned empathy to others. They are incapable of truly feeling empathy. If they did feel it, they wouldn’t be able to manipulate. Watch for consistency. You may have a relative dying of cancer, and the manipulator may tear up (not real tears, though), hug you, and offer to help. One week later, your relative may come up in conversation, and they don’t even notice or acknowledge it. Showing empathy in the moment is a common tactic used to cause others to see them as good and compassionate.
They ask a lot of questions. One identifiable behavior of a manipulator is that they traditionally ask many questions if they are going into an unknown situation. Of course, that’s normal for most people, so you have to pay attention to the types of questions; the manipulator needs to strategize to control. Some of their questions will seem odd, nuanced, or detailed.
Now that we have reviewed the manipulator’s mindset, you may realize that this mindset’s manifestation comes through infinite types of conversations, behaviors, and circumstances. Are you to go through life suspicious and paranoid? No!
While you are learning, you will likely start thinking many people are manipulators who are not. In other words, they may be persuasive to get something to go their way – as we all do – but are not necessarily seeking to control another’s emotions, beliefs, or actions. The definition of manipulation is “the tactics used by adults on other adults for the sake of self-gain at the other’s expense.”
Over time by paying attention, you will become proficient at identifying manipulators. The manipulator will sense that you see through them and avoid you as they prefer easy targets.
Author
Robin Golinski
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