REMARKABLE COMMUNICATION SKILLS
Effective Tools for Managing Difficult People and Situations
- TRAINING YOUR BRAIN TO THINK POSITIVELY IN NEGATIVE SITUATIONS
- SPECIFIC WORDS YOU NEED TO ELIMINATE FROM YOUR VOCABULARY
- POWER PHRASES THAT HELP PUT AN END TO TOXIC RELATIONSHIPS
- EASY TO LEARN TEMPLATES FOR IMPROVING YOUR COMMUNICATION
- HOW TO EFFECTIVELY DEAL WITH DIFFERENT TYPES OF DIFFICULT PEOPLE
- AND MUCH MORE...
ABOUT THE SEMINAR
When a difficult person or situation arises, many of us don't know what to say, or how to handle it. We allow ourselves to react rather than respond effectively. From now on, you'll be armed with powerful tools and tactics for gracefully handling any situation, no matter how difficult or challenging it might be. Using her unique blend of humor and real-world application, communication skills expert Pamela Jett will share what everyone ought to know about communicating more effectively, both at home and at work. You'll discover startling facts about how most professionals are sabotaging their communication success and damaging relationships in the process. From dealing with irate customers to getting along better with coworkers, this program will bring you numerous insights that will have an immediate impact on how you approach and handle all of your most important interactions.
ABOUT THE TRAINER
And I know that most of you probably agree with me on that one that out of control emotions can make even smart people stupid. We can have all of the remarkable communication tools for dealing with difficult people but if we are too upset, angry, or irritated to use those tools they don’t do us any good. So before I give you some of those remarkable tools we’re going to discover how important it is to hide our goats. Because as my good friend, Zig Zigler has taught me, they can’t your goat if you don’t tell them where your goat is tied up. We’ll discover three powerful secrets for hiding our goats so that we deny other people the satisfaction of seeing us sweat. And in addition to those three powerful secrets, we’ll learn one way we can calm ourselves down so we don’t say things we regret. Our first goat hiding strategy might sound very simple… And the best tool that I’ve ever discovered as an exploder of doing the unexpected is to agree with them. Now, here’s how this works. I’d like you to imagine that you’re a bank teller and a customer comes to your teller window and they are coming unhinged. They say something like this. “I cannot believe that you have made a mistake in my checking account. I mean it’s only five dollars but it’s my five dollars and if I can’t trust you with my five dollars I can’t trust you with anything. This is the world’s worst bank. You’re a bunch of stupid idiots. In fact, you’re a clueless wonder. I cannot believe that I would trust you and I’ve had to wait in line for 45 minutes. This is ridiculous. You’re awful.” By the way, could that happen? Some of you have worked in a bank, obviously. This isn’t a question of could it happen, it’s a question of if and when it’s going to happen to you, and how many times in one day, and are they coming to your teller window? The smartest thing the teller can ever do is say to this hot head exploder, “You’re right. A five dollar mistake is a serious mistake. Let’s figure out how to fix it.” Now notice I chose very carefully what to agree with. You do not say, “You’re right. We are the world’s worst bank,“ or “You’re right, I am a stupid idiot.” What you want to do is you want to look for the seed of rationality in the exploder’s craziness. Is it reasonable to become upset about a mistake… I see it differently. “Tell me more if you like,” because they’re going to talk about it anyway so you stand your ground. I see it differently. Notice I didn’t say I disagree. There is a difference between I disagree and I see it differently. I disagree is very confrontational and combative. I see it differently simply says, I have a different opinion. There’s no right