COMMUNICATION SKILLS THAT WORK

How to Resolve Conflict and Increase Cooperation
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KEY TAKEAWAYS

  • UNDERSTAND THE FOUR MAIN COMMUNICATION STYLES
  • DISCOVER THE FIVE STEPS TO BEING MORE ASSERTIVE
  • KNOW EXACTLY WHAT TO SAY WHEN CONFRONTING OTHERS
  • LEARN PRACTICAL KEYS TO AVOIDING UNNECESSARY CONFLICT
  • CREATE MORE HARMONY & COOPERATION AT HOME & WORK

ABOUT THE SEMINAR

Are you uncomfortable when you have to confront someone? Do you cringe at conflict? Would you like to create more harmony and cooperation? In this seminar, you’ll not only learn tools to communicate more effectively, you’ll gain the confidence to stand up to bullies, and speak your truth with grace. No longer will you have to run away from conflict or confrontation. With these powerful and practical ideas, you’ll know exactly what to say, how to say it and when to say it. Whether you’re a manager, supervisor, or just someone who needs help in dealing with difficult people, these skills can reduce unnecessary conflict, increase cooperation, boost your confidence, and help you to create more harmonious relationships in every area of your life.

Marilyn Sherman has been a professional speaker and trainer for the last 18 years. She has spoken in all 50 States, all over Canada, as well as Germany and Bermuda. With a tremendous passion for speaking, she has addressed a wide range of audiences from organizations such as Starbucks, Coca Cola, Ritz Carlton, Society of Human Resource Management, and the FDIC to name a few. Marilyn Sherman has authored a number of motivational books including Whose Comfort Zone Are You In?, and Front-Row Service. In addition, her articles have appeared in several major trade magazines and national publications. Get ready to laugh, learn, and be inspired by this truly life changing seminar.

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COMMUNICATION SKILLS THAT WORK

Speaker: Three of these styles do not work when communicating with people, especially with difficult people. So I want to first start off with the three styles that don’t work, and then conclude with the one style that works almost all the time, especially with difficult people. So let’s start with the easiest communication style to talk about, and that is aggressive. So think of the most aggressive person you’ve ever met, the person that just goes off the charts in aggressive behavior, the person that if you ever looked up the word aggressive in the dictionary, there would be their mug shot. Do you have somebody in mind? Okay, without mentioning their name, what are they like? Audience: Pushy. Speaker: Pushy. Audience: Loud, obnoxious. Speaker: Loud, obnoxious. Audience: Annoying, opinionated. Speaker: Annoying, opinionated. Audience: Bullies. Speaker: Bullies. Look at that, in stereo, bullies! Very good. Audience: Irritating, arrogant, abrasive. Speaker: Irritating, arrogant, abrasive, absolutely. There are some D words that I want you to write down as well. They are demanding and sometimes demeaning. If you take it to an extreme, these people actually with their language, their tone of voice, their body language, what they do is they put other people down to elevate themselves. So aggressive, to me, they come from a place… *** So how do you do it? How do you become more assertive? It’s a learned skill. You can learn these skills like I learned these skills. They are steps that you can take, and the first one is to breathe. I want to emphasize breathing because sometimes when we get confronted or sometimes when we have to confront, it’s uncomfortable. It’s awkward. We don’t like conflict, and we don’t like confrontation; so sometimes we get stressed, and physically we have that fight or flight syndrome going on. We sometimes like [inhales sharply]; we tense up. Have you ever been so stressed that you’ve even said, “I’m so stressed I can’t even think straight”? Well, that’s your body telling you breathe. Have you ever had your best friend look at you and say, “Breathe, breathe, breathe, calm down, breathe”? Well, that’s just a reminder to breathe. So for one you need more oxygen going to the brain so you can have more clarity to carry on the conversation, but the second thing it will help you do is to buy you some time. I think so often we get so stressed in an uncomfortable situation and then you attach emotion to it, like anger, past experience, resentment, jealousy, all these negative emotions. We attach that to the conversation, and guess what we end up doing? Saying something totally inappropriate that we live to regret, and once you’ve blown your credibility, you can’t get it back. You can’t get it back. So if you breathe, use that time to think about what you’re going to say before you say it. Number two, use what I call I-statements… *** A woman has a really, really, really