Session 1 Section A: Importance of Communication Skills
* Need for Improved Skills
* Being a Powerful Communicator
* Reducing Resistance
* Improved Quality, Reduced Costs
* Development Areas
* Written Communication Skills
* Communication Competency
* Principles to Remember
Section B: Foundations of Effectiveness
* Ideas and Theories
* Relational Ability
* Self-Management and Time Management
* Learning Styles
* Discipline
* Technical Ability
Section C: Communications Theory
* Communication Formulas
* Communication Process
* Three Perceived Elements
* Tone of Voice
* Body Language
* Environment
* Communication Roles
Section D: Assertiveness
* Assertiveness Scale
* Example of Behaviors
* Benefits of Assertiveness
* Making Assertiveness Happen
Section E: Listening Skills
* Hindrances of Listening
* Effective Listening
* Seven Distractions
* Five Listening Levels
Section F: Effective Listening Techniques
* Empathy Listening
* Seek Synergy
* Five Steps of Listening
* Asking Questions
* Customer Service Principles
Section G: Personality Types
* Four Motivations
* Motivation Matrix
* Complementing Personality Types
Section H: Conflict Resolution
* Five Conflict Management Methods
* Conflict Scenarios
* Deciding How to Act
Session 2
Section A: Negotiation Skills
* When to Negotiate
* What is at Stake?
* Who is Impacted?
* Laws of Influence
* Sources of Power
* Persuasion vs. Manipulation
* Before Negotiation
Section B: Negotiation Tips and Techniques
* Asking 'What if?'
* Structure the Message
* Offer Options
* Sally's Story
* Asking 'What would make you happy?'
* Carpet Story
* The Seven Stages
* Understanding Change
Section C: Translating Your Knowledge
* Comparison Method
* Contrast Method
* Construction Method
* Combination Method
* Things to Remember
Section D: Accountability and Trust
* Earning Trust and Building Rapport
* Accountability Diagram
* Five Steps to Trust
* Trust Principles
Section E: Building Rapport
* Three Rapport Elements
* Use Their Names
* Discover Their Interests
* Let Them Talk
* Pacing
* Match Conversational Modalities
Section F: Repairing Damaged Relationships
* R.E.L.A.T.E.
* R = Reside
* E = Express
* L = Listen
* A = Ask
* T = Tell
* E = Encourage
Section G: Effective Written Communications
* Writing Principles
* Getting Started
* Main Idea
* The Writing Process
Section H: Types of Writing
* E-mails and Memos
* Progress Reports
* Feasibility Studies
* Proposals
* Project Charter Template
* Technical Documentation
* Writing Example
Session 3
Section A: Preparing the Presentation
* Delivering Your Message
* LIVE Studio
* Six D Methodology
Section B: Delivering the Presentation
* Openings and Closings
* Transitions
* Handling Questions
* Presentation Types
Section C: Creative Communications Management
* Creativity Defined
* The Creative Process
* Mental Blocks
* Unlearn What You Know
* Tips for Being Creative
* Idea Evaluation
* Creative Roles
Section D: Creativity Techniques
* Comparative Contrasts
* What If?
* Ask Mother Nature
* Take a Different Route
* Wear a Different Hat
* Renaming
* Anything is Possible
* Accidental Discovery
* A Thousand Words
* Go for a Walk
* Listen to Music
* Never Stop Reading
Section E: Value-Added IT
* Understanding Alignment
* Negative vs. Positive Alignment
* Relationship Stages
* Beyond Alignment Toward Synergy
Section F: Value Quantifier
* Quantifier Index
* Index Example
* Group VQI
Section G: What Managers Buy
* Managers Needs
* Financials
* Benefit/Cost/Flow Chart
* Importance and Urgency Matrix
* Influence and Control Matrix
* Forced-Choice Indicator
Section H: Selling Solutions
* Sizzlemanship
* Steps to the Sale
* Closes
* Selling Solutions with Integrity
Section H: Developing Communication Channels
* Internal Channel
* Partnership Channel
* Consulting Channel
* Appreciation Channel
* Reporting Channel