1.1 Communication

1.1 Communication

1. 1.1.A Communication Strategies to Inform & Influence

   • Customize Message
   • Read and React to Body Language
   • Facilitate Q & A Session
   • Handle Questions
   • Deliver Message Learners won't forget & will use

2. 1.1.B Applying Communication Techniques

   • 1.2.B Professional Presence
     • Message Authentic + Behavior Matches

3. Conceiving, Developing, & Delivering Information

4. 1.2.A Principles to Inform & Influence

   • Communicate Authenically
   • Build Long-Term Relationships
   • Clarify Outcomes
   • Speak the right Language
   • Start w/the Bottom Line
   • Identify and Communicate Personal Value
   • Data to Communicate Relevant Story
   • Reciprocate Self-Disclosure

5. 1.3.A Defuse Anger

   • Identify the Cause of Anger
   • Avoid Personalizing Anger
   • Focus on Compliant Facts
   • Show Empathy & Avoid Defensiveness
   • Assure Understanding of Anger
   • Ask Relevant Questions to Clarify the Facts
   • Logic Doesn't Work -Agree w/Right to be Angry
   • Explain What Can Be Done + Time & Date
   • Agree - Confirm Agreement
   • Necessary - Defer Conversation