This course develops your ability to deal with any type of challenging communication. Learn to demonstrate emotional intelligence, choose responses that will lead to positive outcomes, tune in to your audience, and utilize a productive mindset to drive successful interactions. Your ability to create an environment for open discussion and ongoing dialogue is crucial for navigating your way through difficult conversations. The communications skills covered in this course will increase your ability to exercise choice and control for every type of conflict, influence without authority, and improve quality of relationships and productivity.

Registration Deadline: October 13, 2023

Course Objectives

• Utilize DiSC Assessment to identify personal communication style.
• Develop well-defined goals for more effective communication.
• Create an open environment for difficult communications.
• Build stronger relationships through powerful communication.
• Develop an understanding of other people’s communication styles and needs.
• Develop confidence to deal with difficult communication situations.
• Manage and resolve conflict.

Key Takeaways

• Positive mindset
• Effective methods for delivery
• The five competencies for emotional intelligence
• Foundation tools for setting the stage for successful challenging interactions
• Ability to identify and develop methods to break down communication barriers
• Communication skills for successful difficult conversations

Course Outline

Module 1: Introduction

• Foundation Tools
• Clarification of Goals
• Identify and Utilize Common Ground for Successful Interactions

Module 2: Communication Basics

• Productive Mindset vs Non-Productive
• Developing Outcome Thinking
• Preparing the Message

Module 3: Communication Skills

• Choice and Control
• Emotional Intelligence
• Developing Trust
• Gaining Rapport
• Listening for Understanding
• Expressing Without Provoking
• Questioning for Specifics
• Summarizing

Listening to Understand

• Class Activity: Listening Skills Spectrograms
• Three Levels of Listening
• Verbal and Nonverbal Components of Effective Listening
• Paired Activity: Listening Actively

Asking Questions

• Powerful Question Types
• Closed Versus Open Questions
• Use “I” Statements

Module 4: Challenging Situations

• Understanding and Managing Conflict
• Implementing the CALM model
• Communicating Non-Defensively
• Dealing with Dreaded Situations
• Difficult Conversations
• Role Plays – Practice the Skills

Module 5: Summary and Action Plans

About the Facilitator:

Andora Hinton
Corporate Education Group

Trainer and consultant for Corporate Education Group, is committed to providing leaders and teams with the tools, resources, and support they need to meet and exceed their personal and professional development goals. Andora has delivered a wide range of leadership development programs including Mindful Intelligence, Coaching Essentials, Managing Stress and Resilience, Delegate to Develop, Emotional Intelligence, Accountability for Results, and more. With a specialty in diversity, equity, and inclusion (DE&I) including a series on building trust, trusting differences, and the evolution of inclusive thinking, Andora has helped individuals better understand how to trust and appreciate others’ differences and promote inclusion. Her one-of-a-kind approach has informed and transformed the lives and careers of individuals all over the world.

With over 20 years of experience in sales, sales management, coaching, training, and leadership development, Andora has helped people and companies all over the world build a foundation of new, desired behaviors as well as increase overall sales and streamline team processes. Her experience includes working with organizations in manufacturing, pharmaceutical, software, financial services, media, and insurance industries. She has worked with teams of both new graduates and seasoned veterans to deliver development strategies tailored to the organization’s goals and growth opportunities.

Andora is a graduate of the University of Alabama and a national member of the Association of Talent Development (ATD). She currently sits on the board for the National Sales Network – Raleigh Chapter, is a member of the Raleigh and Cary, NC Chamber, member of the National Association of Women Sales Professionals, a board member of the Association of Executives of North Carolina, a Ken Blanchard Channel Partner, a Neuroscience Academy student, and a Make-a-Wish Wish Granter. Andora is certified in Emotional Intelligence EQ-i 2.0, InsideOut Coaching, SLII® Experience, and LEAD NOW! 360.