Conflict Management - Working Through Differences
Interactive Training for Government AgenciesBecoming an Effective Communicator
Learn communication skills and strategies for career success.
Develop skills to communicate clear expectations, solicit ideas, and gain support and respect from others.
This is a high-impact 1-day workshop develops the essential communication skills needed to be successful. This course is designed can increase the levels of collaboration and mutual support among team members, co-workers and managers.
The training covers the proven techniques and strategies needed to communicate clear expectations, solicit ideas, and gain support and respect of others. Participants discover how to make an unforgettable, positive first impression and develop techniques to “fit in” with any group.
Through interactive exercises, cases, discussions and practice sessions, this workshop helps participants will learn up-to-date techniques to ask better questions, improve their listening skills and communicate effectively – even in difficult situations.
Everyone leaves with new techniques and the confidence needed to apply these essential communication skills for success.
Competencies developed include: Interpersonal Skills, Listening Skills, Influencing, Conflict Management, Presentation
Course Learning Objectives
At the end of the course, participants will be able to:
- Make a positive first impression on anyone
- Increase the levels of collaboration
- Gain support among team members, co-workers and managers
- Express your ideas in ways that gain the attention – and support
- Project a self-confident, professional and competent image
- “Fit in” with any work group
- Reduce stress resulting from difficult behaviors and negative situations
- Assertively state your messages for clear understanding
- Practice business etiquette
- Practice effective listening techniques
- Demonstrate effective communication techniques
- Use effective techniques for giving negative constructive feedback
- Apply skills to gain acceptance of an idea or decision
Course Outline and Topics:
Module 1: Making the Positive First Impression
- “Break the ice” – getting the conversation started, even with a total stranger
- Take steps to increase the level of trust, cooperation and support from your co-workers, employees and the boss
- How to incorporate vital interpersonal skills into your professional style How to tailoring your approach to individuals
- How to “fit in” when you have little in common
- Be in control of how people respond to you — inspire positive responses
- Managing your mouth to maintain credibility and confidentiality
- Avoid sending contradictory messages
- Being seen as someone who can be counted on
Module 2: Developing Personal Power to Influence Others
- Likeability – and why it is important
- Enhance your professional image
- Understanding charisma – and how to develop your charisma
- Make others feel great through thoughtful communication
- Using the Socratic Approach to get others to see your point of view
- Strategies for presenting your ideas
- Tools to gain acceptance – Test your skills
- Getting credit for your ideas without creating jealousy or resentment
Module 3: Communication is a Two-Way Street
- How to recognize implicit verbal cues and nonverbal signals
- Use the principles of body language to enhance your communication effectiveness
- Direct the flow of communication – up, down or across
- Use negotiation to develop win-win solutions
- How to open closed doors by proposing new alternatives
- Build and enhance key professional relationship
Module 4: Developing Assertive Skills for Clear Communication
- What assertiveness really means
- Essential steps for assertive communication
- Listening with an assertive perspective
- Responding assertively to put-downs and insults
- Using positive techniques to give feedback to bosses, employee, and team mates
- How to respond when you are receiving negative from others
- One to one
- In front of others
- Making the most of feedback – the Good and the Bad
Module 5: Communicating with Difficult People and Difficult Situations
- How to recognize the 10 most difficult personality types and how to deal with each
- How to admit mistakes and errors without losing respect or damaging your reputation
- How to how and when to agree, disagree or remain neutral
- How to keep disagreement from escalating into an argument
- Handling complaints with tact and diplomatically
- How to say no without being disagreeable
- What to do when the boss is the difficult person
- Understanding how your attitude affects your ability to handle difficult people and situations
- How to deal with feelings of anger and helplessness when dealing with unreasonable behavior
Module 6: Etiquette Guidelines for Business Professionals – Polishing Your Image
- Basic rules of business etiquette – ignore these at your peril!
- Enhance your professional image and make others feel great through thoughtful correspondence
- Important etiquette tips to remember when interacting with your boss
- Recognizing and eliminating unconscious sexism from your speaking and writing
- Etiquette questions that still arise about the sexes working together.
- Who pays for lunch?
- Who opens doors?
- What about shaking hands?
- Business introductions
- Should you stand?
- Whom do you present to whom?
- What is an appropriate greeting?
- How to abide by your company’s policies and “unwritten” rules of the culture
- When you said the wrong thing – how to recover and mend fences quickly
- The etiquette of appointments: simple guidelines that ensure respect for each other’s time
Evaluations and Wrap-up
Bring this writing skills course to your organization and begin applying these powerful techniques immediately.
To receive more information about this training call toll free at 877-385-5515.
Featured Trainers in Communication Skills
Building a Respectful Work Environment
Onsite Seminar to Build a More Respectful Workplace
Improve Morale, Increase Productivity and Achieve Better Results
This onsite Building a Respectful Workplace seminar helps everyone recognize the actual bottom-line impact each employee has on the overall performance of the business.
In today’s work environment, collaboration is the new competitive edge. It is the cornerstone to creating a respectful work environment where everyone can achieve their potential. Employees want a work environment where they feel they bring their best selves to do their best work - a workplace where they feel valued, where communication is collaborative and courteous, and people are treated with respect.
Effectively deal with rudeness, incivility and disrespect.
Being nice and improving your professional relationships does not mean you are a doormat for other people to walk all over. Sometimes the pressures of deadlines, differing agendas and constant change can create conflict and even verbal attacks. But conflict, handled appropriately, can be positive and respectful. It often requires an assertive approach – especially with some people. Being assertive means knowing where the fine line is between assertion and aggression and balancing on it.
Everybody deserves a respectful workplace. But that doesn’t mean it happens automatically. It requires having a strong sense of yourself and acknowledging that you deserve to get what you want. And it means standing up for yourself in even the most difficult situations – and with difficult people.
Keep “small” issues from escalating into larger confrontations.
Without the skills developed in this workshop, people can feel offended, embarrassed, humiliated or even bullied at work. It hurts their dignity and well-being. The result is a work environment that creates low morale, decreased productivity and low retention.
This workshop focuses on creating the kind of communication and collaborative relationship with co-workers, bosses, clients and customers that support high quality performance.
Through interactive exercises, cases and practice sessions, participants develop communication and assertiveness skills to create interactions free from negativity and potentially disruptive, demeaning and destructive behaviors. Participants discover a new sense of empowerment by learning tips, techniques and coping skills that will help them navigate through challenging situations and work effectively with challenging people.
Remember, being “Nice” doesn't mean "Doormat."
Building a Respectful Work Environment explores what anyone can do to promote and create a working environment where they can do their best work – even when the work pressures create difficult people.
Who Should Attend
This workshop is designed for employees, supervisors, managers and executives at all levels and anyone who wants to build a more productive workplace with high morale.
Building a Respectful Workplace: Course Learning Objectives
- Define exactly what respect should look like within the workplace
- Outline the transition points from a culture of disrespect and tolerance to “respect”
- Identify disrespectful behaviors that can damage morale and productivity
- Apply assertiveness skills – being assertive does not mean being aggressive
- Understand the impact of disrespectful behaviors
- Stand up for yourself without trespassing on the rights of others
- Recognize the role attitudes play in promoting a respectful work environment
- Say “No” and keep your "cool" when you are being pressured
- Identify your needs and wants, and how to ask for them
- Deal with conflict – coworkers, bosses and others
- Apply specific skills, techniques and tools for changing counter-productive behavior patterns – and get what you need
- Gain the respect of others – even those who think they are better than you
- Promote respect for both self and others as a foundational value
Bring this seminar to your organization and begin applying improved communication skills immediately. Participants leave this session with a new sense of accountability for what they say, and have the communication skills and tools to use tact and diplomacy in any situation.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Communication Skills
Style Matters: Understanding Personal Style – The Significance and the Impact
Training to Identify Personality Styles - Learn How to Best Communicate and Work with Other Styles
In this workshop, participants develop a new understanding of themselves and others. They discover important aspects of their natural style – it's strengths and challenges – and how to better communicate, influence and work with other styles.
Using the DiSC personal assessment, participants learn the four main types of personalities. Through personal assessments, interactive exercises, cases and practice sessions, participants learn how to align their style to improve their ability to get their message across successfully in difficult situations and influence external and internal clients.
The DiSC profile assessment inspires people to communicate more effectively. Everyone leaves this workshop with the new skills and awareness needed to develop and maintain successful relationships – skills that lead to successful people and successful organizations.
This workshop can be delivered in a ½ or 1-day formats.
Alliance Training is an authorized distributor of all DiSC® products. Various level of this program can be delivered using DiSC Classic, Everything DiSC Workplace and/or Everything DiSC Management.
Who Should Attend
This training is for career minded professionals who want to excel in the interpersonal and communication skills necessary to build a positive and influencing image.
Training Benefits
- Understand your personal style
- Identify the style of others
- Adapt your personal style to better relate to other people's work style
- Improve communication with other styles
- Recognize how personal style impacts goals and stress levels
- Improve team performance and productivity
- Help employees respond to and manage change
Overview of Concepts and Deliverables Provided
- Understanding your personal style
- Understanding the Four Styles
- Recognize primary and secondary personality styles
- Recognize the strengths and challenges of your style
- Bragging Rights exercise
- Opportunities for Improvement exercise
- Developing the productive aspects of your style
- Overcoming the counter-productive aspects of your style
- Adapting to other styles
- Recognizing the style of others
- Discover how different personality styles react and respond to job tasks and situations
- Recognize we are all a blend - avoid “pigeonholing”
- Establishing rapport with clients (internal –external)
- Mixing work styles
- Flexing your style to be more effective
- Influencing by Style - presenting ideas and having them accepted
- Motivating allies
- Complimenting by Style
- Correcting by Style
- Handling Conflict by Style
- Decision Making by Style
- Maximize team decision making efforts
- Negotiating by Styles
- Most Difficult Person Action Plan
Bring this seminar to your organization and begin applying improved communication skills immediately. Participants leave this session with a new sense of accountability for what they say, and have the skills and tools to communicate effectively with all styles and in any situation.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Communication Skills
Developing Powerful Presentation Skills
Learn Public Speaking Skills To Deliver Dynamic and Effective Presentations
This course makes delivering powerful presentations possible for everyone. Our onsite Presentation Skills Training develops skills and techniques to prepare, practice and deliver powerful audience-focused presentations that engage and inspire people to action.
Giving a presentation can be a frightening experience whether it be in front of a few people or a full house. The “Developing Powerful Presentation Skills” workshop takes you step-by-step through the process of developing and delivering an engaging presentation. From choosing the topic to using proper voice tone and body language, you learn how to make a great presentation. We even show you how to handle tough question and answer sessions with ease.
You will practice techniques professional presenters and facilitators use to:
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Engage the audience
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Control nervousness
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Handle tough questions
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Display poise and confidence
Learn how to:
- Convey information in a compelling and persuasive manner
- Leave a lasting, positive impression on your audience
- Improve your poise and charisma during presentations
- Facilitate through conflict, and even criticism, from your audience
- Develop presentation techniques best suited to you for delivering a powerful message
Through interactive exercises and group activities, you turn theory into practicable techniques that will transform your presentations. This course will show you how you can build your confidence and gain the skills necessary to address any audience successfully and deliver dynamic, convincing presentations. Each seminar is tailored to the needs and experience level of the participants.
Practice and refine new skills during your training. Alliance presentation programs offer video feedback and professional coaching to maximize speaking effectiveness.
Plus, you will learn the proper use of visual aids to make them work for you, not against you. Know when enough is enough, how to avoid overuse, and avoid making visuals distracting from the message you are trying to deliver.
We will even show you how take nervous energy (or public speaking fears) and channel it into powerful presentations that inform, influence and motivate others.
Who Should Attend
Executives, managers, sales people, trainers and those who want to acquire or improve presentation skills. This course will help you gain confidence and develop the skills to address any audience successfully.
Training Benefits
- Meet the needs of the audience and exceed their expectations
- Give engaging presentations that move people to action
- Stand out from the crowd
- Tailor your presentation to the group
- Make presentations more interesting
- Engage your audience for any length of time
- Apply tips and techniques used by professional presenters
- Overcome the natural fears of speaking to a group
Overview of Topics and Learning Points Developed
- Define the purpose of your presentation, clearly and concisely
- Recognize the steps to take in preparing your presentation
- Select the best presentation style for your speaking opportunity
- Enhance personal voice projection, articulation, pacing and fluency
- Enhance personal body language, eye contact and gesturing
- How to project control and confidence
- Focus your presentation on the needs of the audience
- Presentation preparation, a little-known technique to outline in less than 30 minutes
- Identify the right tools to jump-start your presentations
- Use the most effective presentation tools
- Choose the best presentation tools
- Utilize visual aids and multimedia (without “overdoing” it) to reinforce points
- Implement persuasive communication techniques
- How to appear relaxed and natural, increase vocal variety, use proper movement and sustain eye contact
- Learn to develop and use the openings that will set up the success of your presentations
- Quickly build rapport with your audience
- Techniques for projecting self-confidence, enthusiasm and overall persuasiveness
- Attain the skills to keep the attention of your audience
- Discover how to better think on your feet and respond to questions
- Handle complex questions without getting flustered
- Improve your delivery and presentation skills
- Eliminate negative or distracting mannerisms
- Understand how and when to use humor in your presentation
- Employ tips on summarizing your presentation, without telling people that it’s time to go
- Obtain closings used by the pros, guaranteeing a satisfied audience
- How to use humor without offending
- Practice your presentation without becoming stale
- Use stage fright as a tool to be enthusiastic and effective
- How to organize the room for better audience involvement and participation
- Learning not to worry about what you are going to say
Bring this seminar to your organization and begin applying powerful new presentation techniques immediately. Participants leave this session with necessary skills to deliver engaging presentations to clients, coworkers, executives and groups of all sizes.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Train the Trainer
Bridging the Generation Gap at Work
Overcome Generation Gap Differences to Improve Communication, Respect and Productivity
Finally! There is help on how to overcome the generation gap in the workplace and managing generational differences that are a natural part of the cross-generational workforce.
In this onsite seminar, participants learn interpersonal skills to overcome generational differences that can create miscommunication and conflict within the cross-generational team and the entire workplace.
Understand Generational Dynamics
For the first time in history, four generations share the workplace. Not managing generational differences can result in a clash of communication styles and work ethics that can create cultural chaos. Employees from all generations must take on the responsibility to overcome the generational differences and bridging the generation gap.
Recognize Generational Differences to Keep Employees Connected and Engaged
With the interpersonal and communication skills developed in this generation gap training, participants learn how to collaborate effectively across generational differences in the workplace. They become more productive by recognizing and utilizing the strengths of the different generations within the team and the organization.
Workplace generational differences (article) are often responsible for conflict and miscommunication in the workplace. But generational differences need not divide the workplace. The key to working with different generations lies in our ability to understand generational motivations and values. Being able to appreciate and use these differences to enhance the workplace environment is what this training is all about.
This seminar covers all four workplace generations. Participants learn how to effectively communicate with, work with and manage generational differences to maximize team performance and improve workplace effectiveness. Participants discover techniques to effectively deal with conflict among different generations and learn strategies to recruit, retain and motivate employees of all ages.
Who Should Attend
For career minded professionals at all levels who want to excel in their interpersonal and communication skills, overcome workplace conflict and build a more positive work environment.
Benefits Generational Diversity Training
- Create a more diverse and inclusive workplace
- Minimize the effects of the generation gap in the workplace
- Develop better workplace communication
- Overcome conflict due to generational differences in the workplace
- Develop more understanding and improve collaborative work efforts
- Develop better work relationships between new hires and long-term employees
- Improve multi-generation team performance
Generation Gap Course Topics and Learning Points
- Defining the workplace generations:
- Traditionalists – (Silent Generation)
- Baby Boomers
- Generation Xers
- Generation Y or Nexters
- Sensitizing yourself with other generations
- Understand how different generations define:
- respect
- feeling valued
- motivation
- work values
- Keeping employees engaged and connected
- How to understand what people really mean when people of different generations make comments that upset you
- How to find out what was meant by the comment and what was their intent – you may be surprised by the answer
- How to find a common ground when the conflict is about right versus wrong
- Gain mutual understanding about the goals of your manager and the company
- Communicate so everyone sees value in their contribution
- Turn "Why am I not getting what I want?" to "How can I further support my company while advancing my career?"
- How to create synergy between individual career goals and company/department mission
- Verbal, Written and Electronic communication and the impact on the generation gap
- How to be aware of generational differences and anticipate miscommunication
- Learn techniques to effectively deal with conflict among different generations
- How to tailor your message for maximum effect — keeping in mind generational differences
- Birth year alone doesn't necessarily dictate generational outlook
- How to effectively coach, manage and work within inter-generational teams to maximize performance
- Learn strategies for recruiting, retaining and motivating employees to promote winning behaviors
- And much more...
Additional onsite seminars on workplace generations and their impact on the workplace include: Working in a Cross-Generational Team and Managing Cross-Generational Teams. Without training, generational differences in the workplace can limit team and organizational success.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
