Course Information
Developing Greater Influence by Improving Your Communication and Conflict Resolution Skills
Parking for SAO, Professional Development courses is in Garage B (1511 San Jacinto Blvd.). The Garage signage may read 1511 San Jacinto or Garage B. The elevator in Garage B is not reliable. If you are unable to walk the stairs, please contact the professionaldevelopment@sao.texas.gov for alternate parking arrangements. Handicapped parking is free at the meters around the downtown area.
A course coordinator will Email you a parking permit prior to the course start date. A permit must be displayed or you will be ticketed.
Course Description
Poor or ineffective communication can lead to many problems that result in unmet expectations. Once this happens, it will usually lead to higher levels of conflict in the workplace. Employee dissatisfaction, turnover, customer attrition, increased costs, and lost time are all common consequences that will result.
In this seminar, participants will be given tools to increase their communication effectiveness. If applied and utilized, these new skills will help them to convey their message more clearly, become a better listener, and eliminate many of the barriers that cause or contribute to ineffective communication. They will also have a strategy to quickly and effectively resolve conflict when it arises.
Course Objectives
Upon completion of this course, participants will be able to:
- More clearly and concisely present your ideas and perspectives to internal and external customers.
- Be more persuasive with your ideas and will be able to help others to communicate better with you.
- Reduce the frustrations that result from a lack of communication, misinterpretation, or other breakdowns in interpersonal relationships.
- Facilitate a professional and constructive confrontation, allowing both parties the chance to voice their opinion and hear the other person's (peoples') perspective.
- Separate fact from feelings and determine root causes so you can eliminate the actual problem(s) that led/lead to conflict, not just the symptoms.
- Create and foster an atmosphere that lessens the occurrence of conflict and proactively resolves it when it arises.
Course Outline
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Best fundamental practices for all forms of communication (In person, phone, written/electronic)
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3 questions that must be answered about your “audience” to effectively deliver your message
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5 steps to becoming a better listener
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7 strategies for becoming more compelling, memorable, and persuasive
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Where conflict can arise/exist, between whom it can happen, and the costs it brings if it is unresolved over a long period of time.
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The best way to avoid and/or resolve conflict
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3 ways to avoid unmet expectations
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3 things to observe in others and about which we must be self-aware during conflict
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20 practices for working through conflict in a non-emotional, professional manner
Instructors
Randy Anderson is co-founder of E3 Professional Trainers…a Lubbock-based training firm that provides workplace and life training for individuals, teams, and companies. The training he provides is designed to help individuals improve their personal productivity and live more fulfilling lives, while at the same time, helping the companies and organizations they work for improve profitability.
Before starting E3 in 2005, Randy spent 20 years in sales and sales management. Most of that time was spent in media sales, which gave him the opportunity to work with virtually every type of business and in every industry. It is from that experience that he draws the ideas and strategies to help his clients improve their performance in the workplace and to achieve their maximum potential in life.
Randy was awarded the designation of Certified Speaking Professional in 2012. This is the highest earned-designation given by the National Speakers Association, recognizing proven expertise in speaking eloquence, business enterprise, and professional ethics.
Randy received his Bachelors of Science in Agricultural Communications from Texas Tech University in 1990. Since that time, he has participated in and completed numerous training courses including; Your Leadership Legacy (Ken Blanchard Co.),Changing the Picture (Ziglar Corp.), Ethics 101 (Cox Enterprises, Inc.), LifeNet Time Management Training (Life Net Inc.), Basic Selling Skills (AVI International), Top Selling (Ziglar Corp.), Professional Selling Skills (Learning International), System 21 Selling (Executive Decision Systems), and Fast Track Media Sales (Cox Media, Inc.). His most valuable experience has come through more than 25 years of on-the-job, real world experience: 12 of which were spent managing others, and seven and one half years running his own company.
Additional Information
TAC Rule 523.142(g) requires the CPE Sponsor to monitor individual attendance and assign the correct number of CPE credits. Participants will be asked to document their time of arrival and departure in compliance with this Rule. Additionally, attendance will be monitored throughout the day and CPE certificates will reflect actual attendance of each participant.
If you are making travel plans to come to Austin, we recommend making "refundable" air and hotel reservations or waiting until 14 days before the class to actually book your reservations. Courses are occasionally canceled or rescheduled due to low enrollment. We determine whether a course has enough participants 16 days prior to the course date. If we cancel or reschedule, we will email the participant and his or her billing contact no later than 14 days before the original class date.
The course coordinator will contact you with parking information. Handicapped parking is free at the meters around the downtown area.
Vending machines with Coca-Cola products and various snack items are available. There is also a refrigerator and microwave in our coffee bar area. Feel free to bring in your own drinks and food if you prefer.
You might want to bring a light sweater or jacket, as room temperatures vary.
To see answers to our Frequently Asked Questions, visit http://www.sao.texas.gov/training/faq.html.