In this fascinating and popular half-day workshop, take the mystery out of communication by learning to say what you mean when it matters most! Whether at work or at home, how we say it is often more important than what we say. The words we choose, the tone of voice and our body language dramatically affect the way people respond to us. Reduce resistance and negativity in your daily interactions by creating a more engaging and productive exchange. Through interactive exercises, expand the way of looking at the five skills for effective communication: Listening, Explaining, Clarifying, Influencing, and Confronting. Bring specific examples of communication challenges encountered in your life. Learn specific ways to:

• Get cooperation without forcing your ideas
• Be positive, yet direct with others
• Listen more perceptively
• Tactfully address unproductive behavior
• Avoid the 12 words that "push people's buttons"

Strong emotions complicate communication. When tempers flair, verbal attacks and complaints can easily put people on the defensive. How we respond is crucial to the outcome. Navigate tense conversations with confidence drawing upon the skills of mediation and negotiation. Learn and practice a powerful three-step process that quickly calms negative emotions, gets to the bottom of the real issue and transforms difficult conversations into mutually satisfying solutions. In this half-day workshop, learn:

• Get to the bottom of people's resistance and hidden agendas
• Diffuse anger with ease
• What to do when your buttons get pushed
• Ask the right question exactly at the right time
• Navigate difficult conversations using a powerful three-step process

In todays multi-cultural and multi-generational workplace, unresolved tension between employees can undermine productivity, morale and teamwork—and may escalate into costly turnover or legal action. Prevent the high cost of employee conflict in this all-day workshop by learning a powerful and effective 4-step process that managers or team leaders can use to facilitate a resolution to any ongoing dispute between staff members.

• Read the "tell-tale" symptoms of conflict before it escalates
• Approach the disputants in a manner that inspires resolution
• How to insure "confidentiality" is honored between parties
• Ways to write up an agreement that sticks
• Be coached in an practice mediation session between participants