BUSINESS COMMUNICATION SKILLS

According to USA Today, "14% of each 40-hour workweek is wasted because of poor communications between staff and management. This is 7 wasted workweeks per year."

SEMINARS IN COMMUNICATION can be tailored to your specific needs. Choose any of the following topics in any sequence to address the issues most pressing in your organization. Each topic lasts between 1 and 3 hours. Seminars can be held at the location of your choice.

Click on the topics below to learn more.

Writing Skills

Goal to be met by the Seminar

This seminar will show you how to write a clear, concise piece of communication such as a report, letter, memo, proposal, e-mails, etc.

Description of the Seminar

According to USA TODAY, "Communication Mishaps are eroding productivity and leaving employers at a competitive disadvantage…failure to communicate is costly…14% of each 40-hour work week is wasted because of poor communications between staff and management. This is 7 wasted workweeks per year."

This seminar can be presented in a format ranging from 1.5 hours to a full day.

Topics to Investigate

Writing may not come naturally for you, but there are tips and techniques to get words flowing freely with a lot less effort and aggravation. We'll teach you how to organize your ideas and get words down on paper quickly. Not only will you find it easier to write, you'll also cut your writing time by 30-40%!

To develop a solid writing style, we'll discuss the principals of good written communications:

• Courteous
• Clear
• Concise
• Concrete
• Correct
• Complete

We'll examine each concept and look at examples of each. In the full-day seminar, we'll apply these techniques to specific types of communications such as reports; proposals; letters of good news, bad news, and neutral news (informative).

Back to Top

Business Communication Skills -- Oral

Goals to be met by the Seminar

This seminar will help you enhance or develop your oral presentation skills.

Description of the Seminar

If you need to make presentations to your employees, bank, CPA or a major customer, you'll want to make the most effective use of your presentation style.

According to USA Today, "Communication mishaps are eroding productivity and leaving employers at a communication disadvantage…failure to communicate is costly…14% of each 40-hour workweek is wasted because of poor communications between staff and management. This is 7 wasted workweeks per year."

This seminar can be presented in a format ranging from 1.5 hours to a full day.

Topics to Investigate

As a speaker your credibility is on the line. Statistics show the average audience is most strongly effected by the visual format. In fact, the format of a presentation is twice as important as the content. A whopping 57% of retention is from what the audience sees. 37% of what the audience hears is from non verbal cues -- not from what is actually said. A mere 6% of what is heard is from the actual words spoken. When you enhance your presentation through visual and other nonverbal aid, you can increase your effectiveness a hundred fold.

The basic principles of effective presentations include seven points:

• Purpose
• Audience Analysis
• Logistics and the type of presentation--power point vs. overheads
• Content
• Organization and format
• Credibility
• Performance

We'll examine each concept in detail along with real-world examples.

In the full-day seminar we'll also videotape several participants giving a 3-5 minute presentation. After the presentation, we'll review the videotape and critique it during class. At first, participants shy-away from this part of the seminar. But, our experience has shown that participants rank it as the highlight of the day!

The Communication Process

Goal:

After attending this seminar, participants will be able to understand the communication process. Many times, people think they already understand the process. However, when it is presented formally, people understand how communication mishaps occur.

Description of the Seminar:

Employees spend 80-85% of their work time communicating -- writing, speaking reading and listening. The inability to communicate can be costly. Especially when you consider that the average 1 page business letter costs $9.33 of your employee's time. Additionally, about 15-30% of all business letters need to be rewritten!

Topics to Investigate:

This seminar will look at topics such as the sender/encoder, message, channel, receiver/decoder, perception, and feedback

.Back to Top

Audience Analysis

Goal to be met:

After attending this seminar, the participant will be able to use audience analysis in all phases of his/her life--at home, at work, etc. Once the participant realizes the importance of audience analysis, he/she will be much more effective with all forms of communication.

Description of the seminar:

This seminar will look at a "commonsense" approach to analyzing your audience for maximum effectiveness. For example, how do you pick out the key decision-maker in the audience of a presentation? How do you write for a "generalist" vs. a "specialist?"

Topics to investigate:

In this seminar, we'll answer the Who, What, When, Where, and How of audience analysis. For example, Who is the "primary audience?" Who is the leader or key decision-maker? What does the audience already know?" When will the recipient receive the message?

Next, we'll analyze samples of the same memo written for various audiences--a general manager, an engineer, a generalist, etc.

Back to Top

The Writing Process

Goal:

By the end of this seminar, participants will understand the writing process and how to maximize their time. They'll be able to develop strong openings and structure the message to get what they want from the reader.

Description of the Seminar:

Have you ever had writer's block to the point where you can't write? Have you ever procrastinated to the point where your letter was due "yesterday?" Did you know that writing a simple letter is made up of the following: Worrying = 15%, Planning = 10%, Writing = 25%, Revising = 45% and Proofreading = 5%? Wouldn't it be great if you could reduce the "worrying" time to 0% and spend 40% of your time actually writing the memo?

This seminar will address all these points and help you get a strong start and get what you want from the reader.

Topics to Investigate:

In this seminar, we'll look at Setting Objectives, Generating Material, Organizing Material, Planning Graphics, Writing, Editing, Revising, and Proofreading. By looking at each of these areas and taking a more structured approach to writing, the participants will realize that writing is easy. This will make your employees more efficient and save time for other day-to-day activities.

Back to Top

Active vs. Passive Voice

Goal to me met by the seminar:

After attending this seminar, the participant will know how to write and speak in a way that captures the attention of the reader or listener. Knowing "what" the active voice is all about then "using" the active voice is one of the most important keys for effective communications.

Description of the seminar:

Excellent communicators ALWAYS use the active voice. To some, it comes naturally--they use the active voice but don't know they're using it. For others, they struggle and struggle with their writing and it never "sounds" right--it never has "the punch."

During this seminar, we'll explain the active voice and how to use it to your advantage.

Topics to Investigate:

Verbs are the motor of your language…in particular the active voice verbs. While there are times when you want to use the passive voice verbs, in general, active voice verbs grab the attention of your reader or listener. When that happens, you'll be much more successful with the purpose of your writing or presentation.

We'll look at verb voices (active vs. passive), verb tenses and when to use the active vs. passive voice.

We'll also show you how to use the different verb tenses to your advantage. For example, you should write and speak in the 3 basic tenses--past, present and future.

Back to Top

Proposals and Reports

Goal to be met by the seminar:

If the writer follows a formal organization and uses good writing techniques, there is more chance for success in having a proposal accepted and information conveyed in a report.

This seminar will present various formats for proposals and reports.

Description of the Seminar:

During this seminar, we will look at important elements of both reports and proposals. We'll present a structured "template" for the writer so all the writer needs to do is complete the key sections.

Topics to Investigate:

Under proposals, we'll examine what managers look for in a proposal, why proposals are rejected, who reads what in a proposal, and we'll describe how to make the proposal persuasive.

Under reports, we'll examine the basic components of a report such as the letter of transmittal, the executive summary, the table of contents, the introduction, the body, and the summary. We'll also discuss when and why you should include an appendix.

Back to Top

How Style and Tone Influence Communications

Goal to be met by the presentation:

After attending this seminar, the participant will know the importance of style and tone in all forms of communication. Getting what you want from your writing or presentation has a lot to do with the style and tone in which it is presented. Maximize your effectiveness with style and tone!

Description of the Seminar:

Did you know that the style of your writing can be affected by the choice of a single word? For example, if you say, "The trip was awesome" versus "The trip was lovely" you've created a whole different "feel" to your writing.

Similarly, if you use a conversational versus a formal style, you can change the outcome of your communications.

And what about tone? Did you know that your word choice might make your writing tone condescending thereby decreasing your chance for success?

Topics to Investigate:

We'll cover different aspect of style and tone such as word choice, courtesy, conciseness, "tuxedo talk" (formal writing) versus "sweater talk" (informal writing). The participant will learn how certain phrases, sentences and paragraphs contribute positively to their communications. They'll also learn how undue humility, flattery and condescension can be spotted.

Lastly, we'll examine examples of style and tone.

Back to Top

Resume, Cover Letter and Interviewing

Goal to be met by the Seminar:

After attending this seminar, the participant will be able to write an eye-catching, effective resumes and cover letters.

Description of the Seminar:

Did you know that most resumes are "read" for approximately 10 seconds? Not much time for a document that the writer has agonized over.

And, to make matters worse, if the cover letter isn't convincing, the resume might not ever be read.

We'll cover a persuasive approach for the participant to write a cover letter. Using a tried-and-true format will get attention every time. There's a secret to having your cover letter read and we have the answer.

The participant will also learn how to structure information on a resume. How to use "action" words and portray him or herself in the best possible light.

Topics to investigate:

For cover letters, we'll look at different elements of format -- font style, margins, paragraph structure, and tone. We'll also discuss the use of a persuasive style of writing -- after all, the writer is trying to "persuade" the reader to schedule an interview.

Next, we'll examine both good and bad examples of cover letters. You wouldn't believe what we've seen!

For resumes, we'll discuss how the writer can create a "different" look without going overboard. You just need a little differentiation to create a positive image in the reader's mind. We'll also discuss when to use a functional versus a chronological resume.

Lastly, we'll give participants some do's and don'ts for the interview. For example, did you know that a major hotel chain won't hire a candidate unless they smile at least 4 times during the interview?

Back to Top

Writing to Persuade

Goal to be met by the Seminar:

By the end of the seminar, participants will be able to convince the reader or audience to do most anything--well, most anything! There is a template to convey information which has been proven time-after-time in persuasive writing. Once the reader learns about the template, chances for success will increase dramatically.

Description of the seminar:

Have you ever been faced with a difficult sell and you didn't know where to start with your communications? Have you labored over what information to include and what information to delete? How can you build support for your position?

By using the "motivated sequence" we'll show you how to structure your information for maximum effectiveness.

Topics to investigate:

First, we'll discuss whether the "direct" or the "indirect" approach will be most effective depending on the situation at-hand. We'll also look at difficult situations.

The crux of the writing will be based on the "motivated sequence". This is a five-step approach to organizing your communications that will "lead" your reader or audience to make the right decision--the decision you want them to make.

Lastly, we'll example examples of persuasive writing -- some that will knock your socks off!

Back to Top

Writing to inform
writing good news / bad news letters

Goal to be met by the Seminar:

By the end of the seminar, participants will be able to communicate strong good news, present effective informative communications, and respectful communications of bad news.

These techniques are applicable to both writing and oral skills.

Description of the Seminar:

The organization of your good news, bad news, and informative news can make or break you. By following tried-and-tested formats for structuring the information, the participant will greatly increase his or her effectiveness.

Once the participant learns these techniques, communicating will become much easier and require less effort each time a letter needs to be written or a presentation needs to be made.

Topics to Investigate:

First, we'll examine when to use good news, bad news and informative news. Then, we'll examine a template for each type of communications. Lastly, we'll example examples of each type of communication.

By establishing the template, the reader will be able to eliminate the "worry" behind bad news, will increase effectiveness behind good news, and will decrease misunderstandings behind informative news.

Back to Top

Writing Definitions and Instructions

Goal to be met by this seminar:

By the completion of this seminar, the participants will be able to write clear, concise and logical definitions and instructions.

Description of the seminar:

Have you ever wondered why employees take so long when they're following instructions? Have you ever wondered by employees can't follow reports and other forms of communications? It's probably because the definitions and instructions are hard to follow.

We'll examine different types of definitions and instructions depending on the situation. Then, we'll have a seminar exercise to demonstrate how difficult it is to write clear, concise and logical definitions and instructions.

Topics to investigate:

At the beginning of the seminar, we'll look at ways to organize information logically. We'll also decide whether the direct or indirect order is needed.

Then, we'll look at five different ways of organizing information: classified, defined, compared, contrasted and described.

Using this information, we'll proceed with a class example to emphasize how difficult it really it to write clear, concise and logical definitions and instructions.

Back to Top

Nonverbal Communications

Goal to be met by the Seminar:

The participants will gain a new awareness as to how their nonverbal communications can affect the outcome of communications both positively and negatively. Through this awareness, participants can use nonverbal communications to their advantage.

Description of the Seminar:

"Watch out for the man whose stomach doesn't move when he laughs"
...Chinese proverb

The seminar will look at the different aspects of nonverbal communication. After which, we'll examine different pictures of people. From these pictures, the participants will gain and understanding as to nonverbal messages they are sending to the receiver.

Topics to investigate:

The participants will understand how they can benefit by understanding gestures. This is critical during oral presentations, meetings, and persuasive situations. We'll discuss facial gestures, the eyes, the voice, the arms, the head, and the body.

Both individually and collectively, these gestures have a huge impact on what you are saying. Most people spend 62% of their time listening. During this period, they are forming opinions of you and your information based on your nonverbal signals.

Back to Top

Intercultural Communications

Goal to be met by the Seminar:

This seminar will increase the awareness and sensitivity to certain business practices across cultures.

Description of the Seminar:

"Don't fall into the trap that they are just like us."

Have you ever been in negotiations or meetings with people from different cultures? Did you think you had consensus on an issue only to learn that the others were saying, "Yes, I understand" they weren't saying, "Yes, let's do it."

We'll examine different aspect of intercultural communications such as: How do cultures show respect? What is taboo? How do you handle nonverbal cues? How are business commitments made?

Topics to investigate:

Although time does not permit an in-depth examination of each culture, we'll examine how colloquialisms and misconceptions can lead to a business disaster and what you can do to steer clear. We'll discuss various cultures such as American, Japanese, Middle East and Europe. Then, we'll consider examples from different cultures. For example, did you know that it is considered rude to take white flowers into a business situation in certain European cities?

Back to Top

Communication Cornerstones, Feedback and Motivation

Goal to be met by the seminar:

This seminar is not intended as a stand-alone seminar. Rather, it can be used as a short 1/2-hour introduction to most topics. In this seminar, we briefly discuss how and when to give feedback and how to motivate employees.

Description of the seminar:

This seminar is intended to raise the interest in the area of communication cornerstones, motivation and feedback.

Topics to investigate:

In this seminar, we'll examine openness, trust, credibility, understanding, motivation and feedback (giving and receiving). It is a brief examination of the topics.

Back to Top

Listening Skills

Goal to be met by the Seminar:

By participating in this seminar, people will realize how important listening is as opposed to talking. Most good salespeople are actually good listeners not good talkers.

Description of the Seminar:

Did you know that most people only retain 50% of information 10 minutes after a presentation? Did you know that the mind can think 6 times faster than people speak? Since 45% of your time is spent listening, you need to maximize these skills. This seminar will increase your awareness of the different types of listening skills and how to improve yours.

Topics to investigate:

Most important is an examination of the listening types followed by a description of different listening skills.

Have you ever heard the term "selective listening" -- this is when people listen to what they want--they hop, skip and jump in a conversation. After this seminar, you'll be able to spot this type of listener and bring that person back into the conversation when you see them fading away.

Then, we'll discuss "active listening" and how it can benefit your work situation. It will make your colleagues feel important and enhance your status in their eyes.

Lastly, we'll analyze bad listening habits you may have and how to overcome them.

Back to Top

E-mail and Voice Mail Etiquette

Goal to be met by the Seminar:

Many times, employees dismiss the importance of e-mail and voice mail etiquette and treat it too casually. By following a set of guidelines, employees can eliminate simple yet costly mistakes.

Description of the Seminar:

"The smile that accompanies a sarcastic remark cannot be seen over the telephone or in an e-mail"

Both e-mail and voicemail should be treated like a piece of written communication for important business transactions. For less formal transactions, the sender should still incorporate etiquette into the message. In this seminar, we'll discuss etiquette such as inserting the recipient's prior message in your reply, leaving your phone number and the best time to reach you, etc.

Topics to investigate:

Dashing off a note from your desktop PI is fast, easy and inexpensive. However, too casual tone and the possibility of recipients misinterpreting your messages once you hit the "send" button may hurt your business and harm your career. Following the eight rules of "Netiquette" will help you save face: know your market, pen a pointed subject heading, warm up to the wired, strike up the spell checker, cut to the chase, insert the recipient's prior message in your reply, quit copying everyone in the company, and create a signature file.

Likewise with voice mail, you want to be concise, clear and easy to understand. It is most annoying when the person leaving the message speaks so fast it is difficult to understand. Then, they forget to leave a phone number making you comb through your Rolodex to find it.

These and other problem areas will be investigated.

Back to Top

Guide to nonsexist writing

Goal to be met by the Seminar:

This seminar will heighten the awareness of participants as to the damaging effects of using sexist language. The seminar will also give tips and techniques to get around situations where it is difficult to use nonsexist language.

Description of the Seminar:

Word choices sometimes reflect unfortunate and unconscious assumptions about sex roles--for example that farmers are always men and elementary school teachers are always women. We need to examine the assumptions in certain phrases and choose nonstereotyped alternatives.

Topics to investigate:

In this seminar, we'll look at 7 ways to get around the use of sexist language. For example, sometimes it is possible to drop the possessive form "his" and substitute another word. As another example, it often makes sense to use the plural instead of the singular. These along with 5 other techniques will be examined.

Back to Top

Grammar and Punctuation Review

Goal to be met by the seminar:

In order to write clearly, it is important to use proper punctuation. The goal of this seminar is to provide a practical grammar and punctuation review. We will not get into the nitty-gritty details of an English course. Rather, we'll highlight the most common mistakes made by business people.

Description of the seminar:

This seminar will provide a practical refresher to business grammar and punctuation. It will examine the most common mistakes and discuss ways to eliminate grammar and punctuation errors.

Topics to investigate:

Among the topics we'll examine are: comma, colon vs. semicolon, use of color when you are introducing a list, the hyphen, quote marks, the position of quotation marks relative to other punctuation, singular vs. plural words, periods, question marks, exclamation points, brackets, and upper case vs. lower case.

Back to Top

The 6 C's of Business Communications

Goal to be met by the seminar:

At the conclusion of this seminar, participants will know how to incorporate the following attributes into their business communications: courtesy, clarity, conciseness, concreteness, correctness and completeness.

Description of the seminar:

"I'm sorry I wrote such a long letter but I didn't have time to make it shorter."

Good business communications is usually a skill set that can be learned. Rarely does it come naturally to a person.

This seminar will show participants tips and techniques to make their writing easy to comprehend thereby increasing the effectiveness of business communications. As the quote above indicates, writing well takes time and effort. But once the person applies certain techniques, the results are astounding.

Topics to investigate:

There are 6 C's we'll examine: courtesy, clarity, conciseness, concreteness, correctness and completeness. Of these, clarity and conciseness are the most important. We'll discuss how clean paragraph and sentence structure can eliminate misunderstandings. We'll discuss the use of vertical vs. horizontal lists. We'll discuss techniques for eliminating wordiness, deadwood and preposition overload.

There are over 25 techniques we'll share with the participants to increase their communication skills dramatically.

Back to Top