1.1 Communication - created from Mind Map

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1.1.A Communication Strategies to Inform & Influence

1.1.B Applying Communication Techniques

Conceiving, Developing, & Delivering Information

1.2.A Principles to Inform & Influence

1.3.A Defuse Anger

Customize Message

Read and React to Body Language

Facilitate Q & A Session

Handle Questions

Deliver Message Learners won't forget & will use

1.2.B Professional Presence

Message Authentic + Behavior Matches

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

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