TRAINING TOPICS & LEARNING OBJECTIVES

COMMUNICATION SKILLS

Effective Communication

• Three Key Components
  
• Mastering non-verbal messages
  

Listening and Reflecting Skills

• Three methods of giving and receiving messages
  
• Benefits of better Listening
  
• The X-Y-Z method
  

Dealing with Customers over the phone

• Calming techniques
  
• Creating a friendly phone atmosphere

PRESENTATIONS SKILLS FOR BUSINESS LEADERS

How to use nervous energy to improve your performance

Effective organization and structuring techniques

Practical tools to concisely and energetically communicate your message

How to incorporate your personal style into your presentations

Important techniques used by top speakers that keep listeners focused

DEALING WITH DIFFICULT PEOPLE

Nine Types of Difficult People

Strategies for Coping

• Reacting versus Responding
  

Defusing Conflict with Difficult People

Negotiation techniques that work

• Softening words and phrases
  
• Agreement versus acknowledgement - which is more important?
  

Problem solving tool for staying focused on the issue

LEADERSHIP COACHING

Coaching and Training

• The difference between Coaching and training
  
• Myths of Coaching
  
• Coaching Skills - what to use when
  

Motivation

• Pulling the best out of your supervisees
  
• Tools to discern individual motivation
  
• Focused questioning to build initiative
  
• Coordinating Personal and Organizational goals
  

Defining Accountability

• Clarifying Measurable and Relevant goals
  
• Who's responsible? Who's accountable?
  

Promoting the Organizational Plan

• Communicating the Vision
  
• Getting 100% buy-in to your Mission
  
• Matching Activities to Priorities
  

PERSONAL & PROFESSIONAL BOUNDARIES

Purpose of Boundaries

• Protecting yourself from difficult people
  
• Developing mutually beneficial relationships
  

Setting Boundaries

• Asserting needs and wants
  
• Communicating powerfully
  

What to do when Boundaries are challenged

• The fine art of saying no without offending
  
• Prescribing reactions to diffuse conflict
  

COPING WITH STRESS:
THE TEN-MINUTE GET-AWAY

The Long Term Negative Effects of Stress

Your personal sources of Stress

The Positive Effect of Relaxation

• The 5 Key elements for relaxing instantly
  

Stress Reduction Experience Using Music

• How Music effects our brains
  

Presentations are customizable to your needs.
Length is determined by desired outcomes and can range from 45 minutes to full day and multiple day workshops.