·         Adopting simple, concise and direct language

·         Recognizing perceptual filters that hinder communication

·         Identifying basic communication principles

·         Applying a communication process model

Setting Clear Goals for Your Communication
Determining outcomes and results

·         Soliciting feedback

·         Matching intentions and results

Initiating communications

·         Figuring out what to say and the best way to say it

·         Paying attention to verbal and nonverbal cues

Avoiding Communication Breakdowns
Creating value in your conversations

·         Strengthening your relationships

·         Distinguishing value from waste

Taking personal responsibility

·         Recognizing your role in creating successful communications

·         Identifying internal and external factors that impact your communications

·         Establishing message feedback

·         Communicating non-defensively

Translating Across Communication Styles
Identifying the four communication styles

·         Recognizing your style and the style of others

·         Strengths and blind spots of each style

Bridging communication styles

·         Adapting your own approach to close communication gaps

·         Being flexible without compromising your identity

Listening for Improved Understanding
Tools for active listening

·         Asking clarifying questions

·         Confirming the message

·         Demonstrating respect, empathy and sensitivity

·         Listening for the entire message

Interpreting nonverbal cues

·         Intonation

·         Rate of speech

·         Volume

·         Gestures

·         Facial expressions

·         Posture

·         Use of space

·         Dress

·         Eye contact

Achieving Genuine Communication
Creating openness

·         Determining when to speak up and when not to

·         Identifying appropriate degrees of disclosure

·         Establishing value and trust

Working with a three-dimensional model of behavior

·         Identifying how you interact with others and how to make improvements

·         Calibrating the variance between what you want and what you express

Matching your body language to your message

·         Enhancing your message to gain your intended results

·         Creating believable and credible messages

·         Ensuring that your attitude supports rather than hinders communication

·         Speaking through silence

Cross-Cultural Communication
Navigating beyond cultural boundaries

·         Developing greater sensitivity to cultural differences

·         Avoiding potential cross-cultural pitfalls

Working with filters and assumptions

·         Raising your awareness to avoid misunderstandings

·         Uncovering hidden assumptions

·         Recognizing filters in yourself and others

Working Constructively with Emotions
Dealing with anger

·         Overcoming personal challenges

·         Expressing your anger constructively

·         Minimizing defensive reactions in others

Managing emotionally charged situations

·         Defusing an emotional situation while maintaining your composure

·         Taking responsibility for your emotions