Communicating With Tact
- 1. Communicating With Tact & Finesse for Leaders Presented by Allison Blankenship Trammell Crow Company
- 2. Learning Objectives Presenting the image of powerful communicator Building rapport at work Choosing the best communication method Communicating to persuade
- 3. EASY Script E — Express how you feel. A — Address the issue. S — Say what you want. Y — Yes or no question.
- 4. Steps to Successful Conflict D – Detach A – Assess R – Respond E – Evaluate
- 5. 4 Steps of Listening Lean forward Eye contact Determine the speaker’s purpose Repeat briefly
- 6. The Secret to Master Diplomacy: TACT T alk A fter C arefully T hinking
- 7. The Three Vs Verbal ____ % Vocal ____ % Visual ____ %
- 8. CAP your Presentations Capture attention Authenticate with WII-FM Prove your credibility
- 9. Focus Formula Intro Body Conclusion
- 12. Disagree Tactfully You are – personality You do – behavior It is -- factual
- 13. Verbal Pattern Differences Audio Visual Kinesthetic
- 14. 1 2 3 5 4
- 15. Giving Instructions 1. Three or fewer tasks 2. Written and verbal 3. Rationale/results 4. Don’t focus on rules 5. Ask questions
- 16. 1 2 3 4 5
- 17. I am successful because… TCC benefits from me because…
- 18. E-Mail Formatting All caps = shouting All lower case = lazy Use * to highlight Use _ for titles Review before sending
- 19. E-Mail Netiquette Recap main points Rephrase original questions 3 Bs No flaming 3 paragraphs = attach 48-hour response
- 20. You’ve Got Mail! Legal implications Privacy issues IM must warrant interruption Never discuss another colleague in text Technology does not replace human touch!
- 21. Use Face-to-Face Delivering Criticism Disciplinary Human Resources Disagreement
- 22. Change your approach to accomplish results
- 23. Telephones & Cell Phones 34% vs. 66% Put a smile in your voice Use silent or pager modes in meetings, events or houses of worship Impolite to interrupt existing cell phone conversations Rude to answer phones during face-to-face conversation
- 24. Words to Avoid 1. You 2. But 3. Can’t 4. Always/never 5. Should have or ought to have
- 25. Features Vs. Benefits Features: Are measurable Aren’t very exciting Usually are “have-to” actions Don’t create “buy-in” Benefits Are intangible, emotional Answer WII-FM? Save people time, money or make them look good Stimulate “buy-in”
- 26. PNP Thinking P = Positives N = Negatives P = Possibilities --Conquer the Brain Drain, by Judy Moreo
- 27. Win-Win Negotiation A win-win situation is where you offer the other person a choice of alternatives that are possible for you.
- 28. Key to Win-Win Solutions “ Here’s what I can do…”
- 29. z Information that completed the circle Information that squared up what you already new An idea that you now see from a new angle New approaches or ideas you will take