Certificate Authentication

Foundation Tools

• Set clear communication objectives
• Establish clear understanding of roles
• Clarify the requirements and process that is most effective to achieve communication outcomes
• Identify and utilize common ground for successful interactions
• Team Exercise

The Communication Process

• Stages of Communication
• Prepare the message
• Match the message
• Deliver the message
• Barriers to communication
• Communication Exercise-Case Studies

Communication Skills

• Choice and Control
• Emotional Intelligence
• Four Key Components
• Developing Trust
• Gaining Rapport
• Outcome Thinking
• Listening for understanding
• Expressing without Provoking
• Questioning for Specifics
• Summarizing

Influencing

• Expanding the Skill Set
• Influencing Framework
• Guidelines
• Personal Needs and Motivations
• Influencing Strategy
• Influencing Exercise-Planning and Practice

Challenging Situations Understanding and Managing Conflict

• Communicating Non-Defensively
• Communicating Exercise-Real Plays
• Facilitating Team Communications
• Dealing with Dreaded Behaviors
• Team Exercise-Difficult Situations

Summary and Action Plans

• Lessons learned and plans for ongoing development