Impact Communication
Engaging Your Virtual Audience
Working remotely and providing virtual presentation are the new normal. While we are doing our best, most of us don’t have experience providing effective virtual presentations. This seminar will give you the tools and skills to adapt both your presentation style and your materials to make powerful virtual presentations. By giving powerful virtual presentations, you and your team can avoid wasting time and increase productivity.
Expected Outcomes:
- Understand the challenges and opportunities of virtual presentations
- Plan for an effective virtual presentation
- Adapt your presentation style for a remote audience
- Engage your audience using a technical tools and presentation techniques so your audience is actively participating instead of checking their email!
- Understand the power and purpose of different types of questions
- Effectively encourage and manage questions
- Adapt or create powerful slides for virtual presentations
Elevating Your Emotional Intelligence
Emotional Intelligence is a key success factor for both employees and leaders in today’s competitive marketplace. One of the key elements of emotional intelligence is self awareness, which provides insight into your assets as well as areas where you can make improvements. In this session, you will gain an understanding of your emotional “triggers” and how to react with focus and purpose. You will also learn strategies to identify other people’s emotions and how to communicate using empathy and understanding. The result is improved relationships and a higher level of success in achieving personal and organizational goals.
Expected Outcomes:
- Understand your emotional triggers and how to avoid them
- React intentionally to emotional interactions
- Increase awareness of what others are thinking and feeling
- Strengthen relationships through empathy and understanding
- Manage your emotions so you make more effective, reality-tested decisions
Delivering Exceptional Customer Service
The foundation of success for organizations and government departments is providing exceptional service to both internal and external clients. Service providers will benefit from focusing on the attitudes and behaviours required to provide outcome-based, customer-focused client service. In this session, you will apply strategies to improve communication and problem-solving skills for relevant examples, challenging case studies, and exercises.
Expected Outcomes:
- Apply communication and problem solving-skills to effectively manage day -to-day client communications
- Determine when and how to effectively refer a client to a supervisor
- Deal with angry or complaining clients without becoming defensive
- Become comfortable saying no to clients when appropriate
- Learn not to take difficult interactions with clients personally
- Improve abilities to deal with difficult situations both in person and on the phone
Build Your Communication Skills
Communication is the foundation of everything we do – and we need to continue to improve our communication skills throughout our lives to be truly successful. In this session, you will learn about the impact of what you say, but also how you say it. You will learn how to ask powerful questions to get the information you need and to build strong relationships with others.
Expected Outcomes:
- Identify internal and external factors that impact communications
- Describe the characteristics of effective communicators
- Understand the impact of verbal and non-verbal communication
- Listen effectively and ask powerful questions while empathizing with the other person’s experience
Communication Skills: Understand "Give and Take" of Assertiveness
In the workplace, we want to be assertive as much as possible so that we build stronger, more collaborative relationships. Most of us can easily identify aggressive behaviour – it’s loud, takes up space and is “all about me.” Surprisingly, however, assertive behaviours are often labelled as aggressive, for example, when giving a different opinion or saying no. We also may not recognize passive behaviours that can stop a team from making the best decision – agreeing when you really have reservations about the proposed next step. And, of course, it’s not only what you say, but how you say it!
This session will give you clarity and insight about assertive behaviours so that you can more effectively manage challenging situations.
Expected Outcomes:
- Understand how body language and tone affect your communication style
- Learn about the “give and take” of assertiveness
- Differentiate between assertive, passive, and aggressive behaviour styles
- Learn tips to develop and apply assertive behaviours to manage difficult interactions
Dealing with Challenging Communications
At work, we inevitably deal with difficult situations and people. It’s how we manage these situations that makes the difference. During this seminar, we focus on solving the problem, while building stronger relationships. We will learn about personality styles (DiSC model) and what situations are challenging for each style. With that knowledge, we can adapt our approach to get better outcomes.
Expected Outcomes:
- Explore four personality types and the strengths and challenges of each style
- Learn what can make a person “difficult” and how to adjust your style to better suit the person and the situation
- Use a communication model to initiate challenging conversations that lead to collaboration and results
Influencing With or Without Power
Regardless of your position and level of authority, you can use your influence to impact how a conversation evolve and how decisions are made. In this session, you will learn five influencing strategies and when to use each one most effectively.
Expected Outcomes:
- Understand the difference between control and influence
- Learn 5 strategies to positively influence a conversation
- Assess the best approach depending on the purpose, audience and goal
- Apply a communication model to frame your influencing communication
Personality Dimensions©: Understand Yourself and Others
“Personality Dimensions is the next step in the evolution of temperament and personality theory. Based on a foundation of solid research, it gives you a better understanding of yourself, your strengths, values, needs, and how you perceive the world. But it’s not just about us, it is also about knowing how to appreciate and respect differences by recognizing the contributions and strengths everyone brings with them.” (https://www.personalitydimensions.com/what-is-pd)
Before the session, you will complete a confidential assessment to know what your personality preference is and where you get your energy from (introversion and extraversion). During the session, you will learn from a certified Personality Dimensions© trainer about the benefits and areas for caution for each of the four temperaments, and most importantly, how to flex your preferred style to work more effectively with others.
Expected Outcomes:
- Identify key elements of effective communication in the workplace
- Recognize your personal role in communication and identify barriers to effective communication
- Identify your personality style, its benefits and caution areas
- Recognize and appreciate the opinions and contributions of others
- Learn to adjust your approach to collaborate more effectively with others in the workplace
Clear and Concise Writing
In business writing, we must be able to clearly communicate important facts, issues, and instructions so that communications are meaningful for all, regardless of class, education or profession.
In this session, we discuss the importance of clear writing and how to determine the readability of a document. We discuss the phases of the writing process, how to understand the audience and how to adapt your writing to suit their needs. We will focus on specific strategies to write clear and concise documents.
Expected Outcomes:
- Identify the purpose of a communication and design key messages for the intended audience
- Align the tone and style of a communication with its purpose
- Learn and practice strategies to write more clearly
- Structure and format information so readers will easily understand messages
