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Briefings Audio Conference
How to Tell Anyone Anything: Breakthrough Techniques for Difficult Conversations at Work
Do you and your team struggle with how to have difficult conversations in the workplace, particularly in sensitive
situations such as performance problems, hygiene, or attitude issues?
Soon to become a major nationally-published book, this program will teach you and your team the secrets of strength-based feedback—a proven,
criticism-free way to communicate with people in ways that create real behavior and performance change. Using the latest principles of
communications psychology, you will learn why typical “deficit-based” feedback doesn’t work, as well as how to use the C.A.N.D.I.D. approach –
a six-step process that addresses issues head-on without getting people defensive.
These techniques will help people at every level of the workplace – ranging from front-line teams to supervisors – learn to effectively
influence and coach other people, while building lifelong interpersonal and leadership skills.
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Learning Objectives:
- Master the first 30 seconds of a difficult conversation: Creating a neutral opening that gets you in dialogue.
- Ask effective questions that engage the other person.
- Take the emotion out of difficult messages.
- Find the hidden incentive in any situation.
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Continuing Education
This is a CEU presentation. Earn 0.15 CEU credits for attending. For a list of organizations accepting this CEU, please visit http://www.iacet.org/content/accepting-ceus.html. For information on obtaining the CEU click here
This Program has been approved for 1.5 CM Continuing Education Credits. Please visit www.icpm.biz for more information.
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Who Should Attend?
- Managers
- Directors
- Executives
- Supervisors
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Presented By
 Richard S. Gallagher
President
Point of Contact Group
Rich Gallagher is a leading national authority on communications skills and workplace culture. His seven
nationally-published books include Great Customer Connections (AMACOM, 2006), a worldwide classic on the psychology of customer interaction.
His latest book What to Say to a Porcupine (AMACOM, 2008), a business fable collection that brings the fun back into creating excellent
customer service, reached the top 20 on Amazon.com’s business humor list in both the US and Europe.
Rich's other books include The Soul of an Organization and Smile Training Isn't Enough, both book club selections that reached the Amazon.com
top 3000, and his forthcoming book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work is
scheduled for release in early 2009. He is also the subject matter expert for the American Management Association's popular Communication
Bootcamp training program.
His lengthy management career includes helping to lead a West Coast software startup to become a major NASDAQ firm as its director of
customer services, as well as leading another major software call center to near-perfect customer satisfaction ratings and near-zero turnover. Rich’s materials have been excerpted in Dale Carnegie training and elsewhere, and he is a veteran of numerous speaking engagements, media appearances and corporate workshops.
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*CD Only: $199.00
*All CD orders will be assessed a $20 Shipping & Handling Fee for CD and Conference Materials.
Questions About this AudioConference? Call 1-800-431-7571
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