customer service programs

communication with tact

Introduction
This intensive 2-day workshop designed for career-focused professionals will give you the powerful communication strategies and interpersonal skills you need to get your point across tactfully and diplomatically within a team and externally. it can also be combined with our other teambuilding programs.

You'll also gain tips for delivering stand-out presentations and making your letters and memos pack a punch. You'll discover expert techniques for exerting influence on the actions and attitudes of others, "how-to's" for communicating effectively and tactfully in a variety of tough situations, and strategies for putting an end to energy-draining feuds and infighting in your department.

And because we all make verbal blunders from time to time, you'll learn damage control techniques to help you get your foot out of your mouth gracefully - and save the day!
This workshop is guaranteed to help you communicate more powerfully, more diplomatically and more effectively - every time.

learning gains
• 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"
• Shine in meetings by presenting your ideas powerfully and confidently
• 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
• Convey the exact message you intend to communicate through e-mail, voice mail and fax
• 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's" and "sorry's" 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
• Reduce the stress in your department or on your team by opening up lines of communication

Who Should Attend
• Any professional eager to reap the career benefits that come to those who know how to communicate effectively and diplomatically - with tact

course outline
• How to Communicate with Influence
• Creating the Image of a Powerful Communicator
• Listening Skills that Can Double Your Communication Effectiveness
• Communicating with Tact in Difficult Situations-and with Difficult People
• How to Build Rapport, Strengthen Work Relationships and Achieve Respect
• Presentation Skills that Enhance Your Credibility
• Communicating to Persuade and Influence

Method of Instruction
Short lectures, action-learning workshops with role plays, critique sessions and case studies.

duration: 14 hour

*program timing can be tailored to meet your requirements

featured articles:

the hawthorne experiments and employee motivation
what has teamwork got to do with customer service?
understanding DISC - how does it help me?
team brainstorming method