COMMUNICATION TOOLKIT: Appearance and
impressions count. From appropriate dress to manners
and etiquette, this module will help participants
be perceived well by customers and co-workers.
See how presentations and personal confidence
are bolstered by applying these techniques.
VISUAL COMMUNICATION TOOLS:
APPEARANCE ...
"I See What You're Saying"
"Know first, who you are; then adorn yourself
accordingly" - Epictetus
Benefits
- Create a professional appearance - clothing,
grooming, visage
- Sell yourself first - first impressions last
- Discover the importance of "attention to detail"
- Promote employee comfort level - physical
and psychological
- Accelerate employee development and productivity
- Enhance company image and profitability
Visual Communication Tools
- The Value of Classic Style
- The Impact of Color
- Advantages of Compatible Fabrics
- Camouflage Techniques - Accentuate the Positive
- Cost-Effective Purchasing - Invest in Yourself
- Continuity and Consistency - The Keys to Trust
BODY LANGUAGE ... "The
Silent Shout"
"Non-verbal messages "spoken" through body language,
either confirm or contradict verbal messages.
When body language and spoken language are incongruent,
the postures, gestures and expressions speak the
truth with. A SILENT SHOUT." -
Grant & Cross
Benefits
- Discover how non-verbal messages are sent,
received, interpreted
- Project confidence and establish instant credibility
- Establish integrity and trusT
Body Language Tools
- Power-full vs. Power-less Body Language
- Postures, Stances and Strides
- Handshakes, Eye Contact and Facial Expressions
- Gestures and Gesture Clusters
- Personal Space
- Territorial Rites and Rights
CONDUCT AND MANNERS ... "Social
Graces for Business Places"
"Good Manners are always noticed and appreciated.
Not-so-common courtesies demonstrate awareness
of others, make people feel comfortable and are
the keystone of good human relationships." -
Grant & Cross
Benefits
- Learn appropriate courtesies and conduct
- Appreciate global cultural differences
- Communicate company image, values and culture
- Gain & retain positive business relationships
- Sharpen skills to hone the competitive edge
Business Conduct and Manners Tools
- How Introductions Work
- Gender Guidelines
- The Role of Deference
- Courteous Communications and Interactions
- Rules of Business Socializing
- Business Entertaining as Host or Guest
VOCAL COMMUNICATION TOOLS:
TELEPHONE SKILLS ... "Phone
Power"
"When we meet someone over the phone, there is
no visual message. Consequently, our vocal and
verbal messages account for 100% of the BELIEVABILITY
of the message." - Grant &
Cross
Benefits
- Increase positive vocal skills
- Listen to caller needs
- Use professional verbal skills
- Ask appropriate questions
- Build rapport with the caller
- Open dialogue that leads to resolution
- Choose affirmative attitude
- Develop phone power
Phone Power Tools
- Phone Power Assessment
- Four Elements of Vocal Power
- Two Components of Verbal Power
- Four A's of Active Listening
- Three Rapport Building Techniques
- Attitude Adjustment Techniques
LISTENING SKILLS ... "Two Ears;
One Mouth"
"Listening with purpose, focus, clarity and awareness
of behavioral indicators enables us to adapt our
listening approach to meet the needs of every
situation." - Grant & Cross
Benefits
- Explore, understand and improve personal listening
skills
- Match listening approaches to improve communication
- Listen to understand the non-verbal message
- Respond to the substance of the message
- Build communication bridges; not barriers
- Increase Trust; reduce conflicts
- Improve individual and team performance
Listening Tools
- Personal Listening Style Assessment
- Personal Strengths Assessment
- 5 Listening Styles
- Non-Verbal Communication Tools
- Positive, Effective Listening Tools
VERBAL COMMUNICATION TOOLS:
PRESENTATION SKILLS
... "Stand and Deliver"
"Effective spoken communication is a learned
skill that everyone needs to acquire, along with
technical knowledge and business experience."
- Grant & Cross
Benefits
- Convert fear and nervousness into enthusiasm
and energy
- Project positive platform presence
- Develop persuasive verbal communication skills
- Support technical skills with positive presentation
skills
- Reinforce verbal communication with effective
non-verbals
- Promote self, ideas, products and services
with confidence
- Accelerate employee development and productivity
Confident Speaking and Presentation Tools
- Verbal Messages."What You Say."
- Vocal Messages."How You Say It."
- Visual Messages."How They See It"
- Values."What You Believe."
- Validity."What They Believe"
ASSERTIVENESS SKILLS ... "Actions,
Reactions and Pro-Actions"
"Assertive behavior is the most effective communication
style to minimize conflict, develop powerful interpersonal
relationships and get positive results." -
Grant & Cross
Benefits
- Understand your basic human rights
- Increase self-awareness and self-appreciation
- Identify various communication styles
- Deal effectively with manipulation and criticism
- Communicate positively with different or difficult
people
- Project instant confidence and credibility
- Enhance company productivity and profitability
Assertive Communication Tools
- Philosophy of Assertive Response
- Assertiveness Assessment Tool
- Three Step Process of Emotional Response
- Four Assertive Behavioral Styles
- Four Techniques to Manage Conflict
- Seven Silent Voices of Body Language
- Say "NO" Without Guilt
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