Part 1 - Character, Compassion and Clarity

Part 2 – Cultivate Your Image

Part 3 – Understanding Others for Improved Performance

Part 4 – Personal Strategic Planning

Part 5 – Powerful Communication Skills

Part 6 – Stop Chasing the Clock

What are you really trying to say? A misunderstood message is YOUR fault

What is your communication Vehicle? Phone

Email

Verbal

Focus Action Item: be in the moment Action Item: What is your REAL message?

Listen Action Item: paraphrase

Interact Action Item: get effective feedback

Phone etiquette is NOT just for receptionists

Outbound calls

Inbound calls

Voicemail message basics – you don’t know what you THINK you know…

1. You will not assault others with your cell phone, either by ringer/sounds or conversation.

2. You will turn off your cell phone in meetings and public gatherings, unless you are expecting a child or an organ transplant.

3. You will not carry more than two electronic devices clipped to your belt.

4. You will NEVER hold a cell phone while driving. This is 2009; there are too many options available.

5. You will not have a ridiculous answering message.

6. You will not answer your cell phone and say: “I’m in a meeting, will you call me back?” That is PRECISELY what voicemail is for.

7. You will not wear your earpiece unless on the phone.

8. You will not speak louder while on your cell phone than in normal conversation.

9. You will learn to be with the one you’re with. If you’re on the phone, you’re away from the group. Period.

10. You will learn to “detach the umbilical cord” with yourcell phone. You have a life.

Reply times matter!

Who are you?

Stop spam

Don’t be a copier

Your email is a billboard

Content

Tone

Font and background

CASE

Emphasis

The “Package”

Message

Body Language

Tone

Create Better Communication by Asking the Right Questions

Asking “What” and “How”

NOT Asking “Why” and “Who”

Fillers

Hedges

Question Tags

Powerful Communication Tips

Women MenRapport Report

Collaborative Competitive

Suggest Direct

Internalize Externalize

Connected Detached

Contextual Specific

Flexible Consistent

Intuitive Factual

Networks for Relationships Networks for Connections

Validates Debates

Identify one area in which you learned today that you need to improve (phone, email, verbal)

For the next 30 days, work to change your behavior in that area.