Communicating With Tact, Diplomacy and Professionalism On-Site Training

This on-site training class is also available as Public Schedule Seminar.

Learn how to handle touchy topics, problem people and sticky situations with finesse and skill in this two-day workshop.

Course Description/Agenda

You’ll learn …

How to handle the toughest questions with finesse and polish
Techniques for maintaining your composure when you feel like losing your cool
How to think on your feet in meetings, interviews and impromptu presentations … no more regrets over what you wish you’d said!
Diplomatic ways to deliver bad news without creating bad feelings
And much more!

Are you tired of being intimidated by high-pressure situations and difficult people? Learn how to handle touchy topics, problem people and sticky situations with finesse and skill in this two-day workshop. You’ll feel on top of challenging situations with new confidence in yourself and your abilities once you put this extensive collection of tips, secrets and skills to work.

Day One: 9:00 a.m. – 4:00 p.m.

Communicating under pressure: How to be poised, calm and effective no matter what

Why being able to think on your feet—and then communicate effectively—is crucial in today’s workplace
What gets in your way? Here’s how to pinpoint and eliminate your communication snags
Instant solutions to the most common communication problems
How to tell the truth without fear
Proven tips for making sure your instructions are clear and understood
How focusing on the person’s feelings allows them to “get” your message
Responding to questions, even when you don’t know the answer
Techniques for handling disagreements
What’s your credibility quotient? Gain and maintain respect with these strategies
How to capture your listener’s attention and get your point across—even when they’re resistant, upset or angry
Excuses, excuses—how they can torpedo your reputation and career
How showing others how to please you will make your life easier
Don’t shoot the messenger! Diplomatic ways to say “No,” deliver bad news and give helpful feedback
Phone vs. face-to-face communication—important differences you must be aware of
No more “foot-in-mouth” disease—how to avoid saying things you’ll regret

The secrets to getting the information you want

Breaking the ice … tips for getting a conversation rolling
How skillful listening will bring you great power
What are the filters you listen through?
How to get the information you need … more quickly
Tips on understanding and communicating effectively with different personality types
Listening between the lines—identifying the hidden agendas and false signals that lead to misunderstandings
How to get a “rambler” to cut to the chase
7 body language signs to watch for—and what they mean
The 4 steps for handling complaints masterfully
When you’re the target—how to handle criticism, barbs and wisecracks
The dangers of saying too much … how to know when to keep your mouth shut
He said/she said … it pays to understand how gender-oriented communication styles differ

Day Two: 9:00 a.m. – 4:00 p.m.

Diplomacy in action: How to manage conflicts and prevent communication problems

Where do most problems come from?
How being unconditionally constructive is the key to your success
The 5 most powerful words in the English language
All we want is a little respect … ways to encourage this all-important practice
Sure-fire ways to prevent or reduce defensive behavior
The 4 types of questions … how to know which to use to get the information you need
How to deal with hotheads, bad-mouthers, habitual fault-finders and other morale busters
Handling other people’s conflicts without getting caught in the crossfire
Putting it on paper—writing skills that will see you through touchy situations
The do’s and don’ts of documentation … these guidelines could save your hide!
When things get out of hand—techniques for defusing tense or explosive situations
“We’re in this together” … how to turn tough cases into team players
Getting to win-win solutions—there’s no reason to have any “losers” in your company anymore

How to be positively persuasive: Getting people to buy into your ideas

The secret to projecting an aura of confidence and power
Being a person of your word … how cultivating that reputation gives you great power
Negotiation strategies for getting agreement without giving in
How to make it easy for a person to change his or her mind
When there’s no budging them—how to formulate a Plan B
Master the sound bite: How to package concepts and information into memorable nuggets
5 steps to follow to respond to any question successfully
Killjoys, skeptics and wet blankets—how to deal productively with even the toughest objections and resistance
How to participate in and lead productive meetings
Tips and techniques for delivering knockout presentations
How to be a great leader—learn to communicate in a way that motivates and inspires