1. The Art and Science of
Communication

2. Persuasion:
• Rapport
• Pacing
• Active Listening
Basics:
• Emotional
Intelligence
• 4 Styles
• Nonverbal
Situational:
• Written & Digital
• Meetings
• Feedback
A Four-Part Model of Engaging Communication:
Conflict:
• Positive Conflict
• Negotiations
• Nonviolent
Communication

3. “The way that we communicate
with each other determines the
quality of our lives.”

4. What is your greatest STRENGTH?
What is your biggest CHALLENGE?
What is your ACTION PLAN?

5. Interpersonal Red Flags
1. Weak handshake
2. Nervous giggle
3. Apologizing
4. Closed Posture
5. Weak eye contact
6. Nervous gestures
7. Volume
8. Extensive vocal
pauses

6. The Three Vs
1. Verbal ____ %
2. Vocal ____ %
3. Visual ____ %

8. National Seminars Group

11. Three Sensory Patterns

13. http://www.youtube.com/watch?v=DVr9n342RSA&feature=related
http://www.youtube.com/watch?v=rqhSWI4-hnA&feature=fvwrel
http://www.youtube.com/watch?v=_U9RfxYR5XA&feature=relmfu

14. Building Rapport

15. What Is Mirroring/ Pacing?
1. Posture and breathing pattern
2. Tone of voice
3. Key words and phrases
Pacing = Matching another’s verbal and nonverbal
communication by mirroring

16. The Nonverbal Advantage

17. Mind Reading … or Body Language?

21. PARAPHRASE
Restate what was
said in your own
words
SUMMARIZE
Pull together
the main points
of a speaker
QUESTION
Challenge speaker
to think further,
clarifying both your
and their
understanding

23. Challenging Communication

24. http://employeesworld.com/2011/07/how-to-improve-communication-skills/
Facing Conflict? Ask Yourself:
“Would I rather be right, or would it be easier in the long run to get
along with this person?”

25. Non-Violent Communication
When you ______ State facts, issues, and behaviors
I feel _________ State a feeling, not
a thinking descriptor.Avoid personalities and labels.
Because _________ Describe the effect or impact.
Would you consider _______. Fair request
http://www.youtube.com/watch?v=CTb-GeUFbOk&feature=rellist&playnext=1&list=PL50221B66BA743DE4

26. http://www.youtube.com/watch?v=2iVmJvmgrNo

27. Non Violent Communication
http://www.scribd.com/doc/2388154/My-
NVC-Handout

28. The training really begins…
When you put it into ACTION!

29. Michael
Leahey