Track III: Critical Conversations and Communicating & Listening

The biggest problem in communication is the illusion that it has been accomplished – George Bernard Shaw

Now Trainers and Consultants can solve the tough communication challenges people face at work by delivering this powerful one day or two day communication workshop with dramatic results. This flexible, customizable workshop gives you everything you need to deliver the skills people need most at work: Communicating effectively to reach positive outcomes in difficult situations when the stakes are high and the challenges are great.

Communication is a difficult process even when the stakes are not high. But when they are, then communication becomes the most crucial tool you have to build trust, resolve conflict, inspire and lead others, and achieve great results. This workshop delivers the specific skills, powerful techniques, and real-world practices that make this possible.

From The hated Performance Review sessions and the sensitive coaching and feedback drills, to the potentially explosive encounters with angry colleagues or customers, this workshop provides participants with the practical techniques they can immediately put to work, starting right in the workshop’s role plays. This is the most relevant On-Demand, On-the-Job communication training you can offer today, addressing people’s needs for practical Talking Tools to apply in the most challenging encounters they face at work.

Participants will learn to apply specific Talking Tools to a host of challenging communication encounters of particularly high stakes and sensitivity. The Talking, Persuading, and Influencing Tools participants learn and practice in this workshop will enable them to achieve decidedly positive results in working with others as they encounter the following TEN difficult communication situations:

1. Giving Effective Praise that portrays sincerity and generates motivation and enthusiasm.
2. Delivering Criticism without creating confrontation and conflict
3. Conducting or participating in effective Performance Review sessions
4. Conducting or participating in an effective Interview for a new job or promotion
5. Making an Apology that touches the heart and convinces the mind.
6. Asking Effective Questions to probe for facts and provoke for ideas.
7. Arguing without Offending
8. Communicating to Build Rapport and Create Trust
9. Communicating to Create Collaboration and Engagement
10. Communicating to Resolve Conflict and Reach Agreement

Most communication training programs offer general information about the communication process, model, and principles. While participants may become more aware of the importance of good communication, they are left in a dire need for specific ways to deal with real, tough, day-to-day communication encounters at work.

This unique workshop focuses on the specific application of powerful communication and influencing tools to the most critical, sensitive, and challenging fact-to-face encounters managers and staff are confronted with everyday at work.

At Rikers Island Correction Facility in New York a few years ago, this workshop was presented to managers working in perhaps the toughest work culture in the world: delivering health services to the inmates of the jail facility. The dramatic change in attitude and communication practices after the workshop was noticeable to participants and to top leadership that wrote to us in recognition of our work.

Through dramatic role-plays and habit-altering insights and exercises, participants experiment with different styles of communication and experience the results first hand. They learn to abandon negative communication habits that create conflict, and instead develop powerful communication and persuasion techniques that evoke positive action. Now they communicate not to complain or fight, but to collaborate, create and accomplish.

A key element in this workshop is a focus on both speaking skills and listening skills, each as a powerful process for true understanding and effective interaction. Both managers and staff learn to listen and speak to each other in ways they did not think possible, creating higher levels of understanding and collaboration.

"I wish I took this training before my secretary quit"

That is what a department director wrote in his evaluation sheet of our Listening for Understanding. Communicating for Commitment workshop. You can help your managers, supervisors and key staff avoid a lot of problems and conflict at work by learning the powerful communication skills delivered in this workshop. Research indicates that communication is the single most important skills for people to achieve results at work. This uniquely effective workshop has helped thousands of managers and staff communicate better for dramatic breakthroughs in performance.

An HR director of a large health system wrote about his assistant in evaluating the effect of training after nine months of attending, "She became more positive in working with others right the next day after the training, and she is still so today."

I- Adopt a Positive Communication Style

• Discover the underlying roots of all communication breakdowns / Understand the 8 Principles of Interpersonal Communication / Examine the impact of thinking on communication
• Explore the 4 different communication styles people use, and learn how to communicate effectively with each of them / Learn ways to use positive communication even in negative situations / Develop a credible communication style that builds trust and cooperation

II- Speak to Evoke Action

• Describe the behavior, not the person / Use I statement to defuse tension / Use Power Language to convey authority and evoke action / Ask, don't tell;Turning statements questions to involve and inspire

III- Listen for Understanding

• How to listen, not just hear / Bridging the barriers of perception and prejudgment / Creating involvement to enhance understanding / Completing the communication cycle: Effective feedback / Listening to angry colleagues or customers

• With your certification, you can have your clients go online and in a few minutes create their Communication Effectivenss profiles (at a cost).
• The Profile rovides you with a way with which to understand the components of your communication style and the way they affect the people communicating with you.
• Your certification enables you to offer our online assessments / profiles to your clients at a discount and mark it up to make a profit.

Heart & Mind Learning is a HumaNext methodology that ensures that a workshop enjoys a number of built-in special design and delivery features that have proven to turn ordinary training sessions into extraordinary learning and changing experience. We have put the best lessons of our diversified training experience in the design of a unique approach to training that we call Heart & Mind Learnin, or H&ML.

From Instruction to Discovery

The task of designing training workshops is called “Instructional Design” which is based on the idea that the trainer will provide “instructions” to participants as the way for them to learn.

Our “Heart & Mind Learning” approach calls for changing this mind-set so that when you design a learning workshop you focus on providing opportunities, activities, and ideas that enable participants to “discover” the learning points for themselves. Instead of engaging in “Instructional Design” you will engage in “Discovery Design.” Not only this is better, more impactful, and more interesting for participants, it is also all that for the facilitator as well.

With all Tracks, you will also receive Heart & Mind Learning Facilitator’s Guide and PowerPoint slides, as well as access to webinars to hear directly from the author of Heart & Mind Learning on how to integrate it into all your training workshops.

• Register any day of any month. Your certification starts the first of the following month.
• Our suggested schedule enables you to complete your certification in about eight weeks from the time you start. This is based on spending two weeks between each of the four Sections of the certification track outlined below and two weeks to complete the last one. But you can go faster or slower as it suites you. When you complete all requirements you receive your certificate.

For the sections below, you will:

• Receive the documents by e-mail in MS Word or PP slides. 
• Attend a webinar (online seminar) covering the material on each section.
• Participate with other learners in a Wiki (collaborative authoring and editing of articles and ideas. You will learn how to use it.)
• Do online assessments or profiles covering the workshop area.
• Receive questions by email to answer.
• Do online exams to ascertain your mastery of the concepts.

Section 1: Heart & Mind Learning: You will first learn our Heart & Mind Learning Methodology. This program ensures that you learn the most advanced concepts of training design and delivery, which will significantly enhance your facilitation skills.

Section 2: First half of Critical Conversations workshop materials.

Section 3: Second half of Critical Conversations workshop.

Section 4: Listening for Understanding, Communicating for Commitment Workshop.

• You may register by paying online by a credit card or by a check - in US funds - payable to HumaNext LLC. , mailed to: HumaNext, 8 Brownstone Terrace, Hawthorne, New Jersey, 07506 USA.


• Your certification process will start on the first of the month following the month in which you paid online or the month in which we received your check. (See Certification Schedule.)

Cancelation: You may cancel your registration and receive a refund (by a check) of the amount paid minus 15% administration fee anytime before the start of your certification. Once your certification process starts no refunds will be given.

• Track I:
  • Emotional Intelligence
  • RelationShifts for Individual and Team Transformation
• Track II:
  • Creativity and Innovation at Work
  • Employee Engagement for Change
• Track III:
  • Critical Conversations
  • Listening for Understanding. Communicating for Commitment.
• Track IV:
  • Diversity & Inclusion at Work
  • Cross Cultural Communication and Cultural Competency

For an overview visit: http://www.humanext.com/humanext-seminars.html

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