OVERVIEW

In order to function at maximum effectiveness, a manager must master critical communication skills, including active listening, the ability to receive and provide constructive feedback, to resolve conflicts and to coach and mentor.

WHY SHOULD YOU ATTEND

• Are you concerned about how others are receiving you as a manager? Wasting?
• Could you use a communication skills “refresher”, to perhaps help you take a new approach to your direct reports you find especially challenging?
• Would you like to leverage your value to your manager and to your organization?

If you answered “yes” to any of these questions, then come laugh, listen and learn as Chris DeVany leads us all through those important topics, key questions and answers we all need to be able to address effectively to improve our communication effectiveness, improve our team members’ and team’s performance, adding to the bottom-line!

AREAS COVERED

What We Will Cover during this communication skills training?

Effective Listening / Understanding before Being Understood

• What is the Value of Listening?
• Why People Don’t Listen and the Consequences
• How to Listen Effectively and Actively
• Practice Listening Exercise
• Responsibility of the Communicator in Being Heard

Constructive Feedback / Gaining Advice While Avoiding Conflict

• The Value of Constructive Feedback
• Why People Don’t Give Feedback and the Consequences
• How to Give Constructive Feedback
• Practice Feedback Exercise
• Guidelines for the Feedback Receiver

Resolving Conflicts / Dealing with Others’ Resistance

• The Nature of Resistance
• Types of Resistance
• Typical Responses to Resistance
• Approaching Resistance and How to Deal with It
• The Keys to Effectively Resolving Conflicts

Making Coaching Work / Providing Guidance for Improving Performance

• Characteristics of Effective Coaches
• How to Coach Effectively
• The Value of Careful Listening in Coaching
• Being an Effective Role Model
• Using Coaching to Improve Performance

LEARNING OBJECTIVES

By attending, you will understand how to even more effectively:

• Listen actively
• Receive and provide constructive feedback
• Resolve conflicts
• Coach and mentor

WHO WILL BENEFIT

• CEO
• Senior Vice President
• Vice President
• Executive Director
• Managing Director
• Regional Vice President
• Area Supervisor
• Manager

SPEAKER

Years of Experience: 37+ years

Areas of Expertise: Management and Organizational Development

Chris DeVany is the Founder and President of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organizational development. Pinnacle’s clients include global organizations such as Visa International, Cadence Design Systems, Coca Cola, Sprint, Microsoft, Aviva Insurance, Schlumberger and over 500 other organizations in 22 countries. He has been a consultant to government agencies like the Federal Government of the United States, the Royal Government of Saudi Arabia, Government of Canada, Government of Cayman Islands and Her Majesty's Government of the United Kingdom.

He has published numerous articles in the fields of surviving mergers and acquisitions, surviving change, project management, management, sales, team-building, leadership, ethics, customer service, diversity and work-life balance. His publications range widely, touching all important aspects, right from ASTD/Performance in Practice to Customer Service Management. His book, “90 Days to a High-Performance Team”, published by McGraw Hill, has helped executives, managers and team leaders improve their performance and professional decisions. Chris has been interviewed for various radio and television programs.

He has assisted organizations in merger, acquisitions and facilitated post-merger and acquisition integration. He has also actively been a mentor in developing project management, sales, customer service and marketing strategies, in-bound and out-bound call center programs, training and development management and new hirees. Fostering corporate growth through creative change and innovative initiatives is his forte! He is a Boston University alumnus, with degrees in management studies and organizational behavior.