Communication


		Communication
	Learn by doing a variety of communication methods that benefit both internal and external customers. Communication is not just about how you talk and listen. It's about making connections with people. It's about being cooperative and trusted...someone people can count on...someone they respect and like. People who talk to each other talk less about each other. A common theme throughout this class, is to remember that no matter how correct one's choice of words, the feeling behind those words--or tone of voice--counts most! Some of the methods explored are: addressing attitudes that support and undermine customer communication, preferences for receiving and processing information, principles that engage positive communication, selecting words to have the desired impact, plus giving and receiving feedback. All of these communication tools and techniques can be used in any situation and any relationship. COMMUNICATION OUTLINE Attitudes Communicate Too! Mapping Desires & Expectations of Communicating. Information: Techniques in Determining Modalities. (auditory, visual, kinesthetic) Exercise Determining Modalities. Exercise Talent Scout. Exercise Card Game to determine what customer communication means to the class participants. Tool: Engagement Principles. Information: Communicating. Information: Processing Preferences. Receiving & Processing Information. Information: Communicating Starts With Yourself. Information: Leaps of Abstraction. Exercise Cycle of Self Talk. What we tell ourselves affects our communication. Tool: Choosing Communications. Tool: Feedback. Exercise Giving and Receiving Feedback. Information: In Summary. Putting it all together. Exercise Let The Good Times Roll! Poem "If Only You Would Listen".
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