COURSE MATERIALS SUMMARY WORKSHEETS QUICK-REFERENCE FLASH CARDS LESSON 12

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Bertina Higgins
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1 COURSE MATERIALS SUMMARY WORKSHEETS QUICK-REFERENCE FLASH CARDS LESSON 12

2 Professional Communication Skills for the Week: Lesson Summary This week s lesson focused on four things: Professional Communication Skills for the Week Danger and Power Phrases for the Week Dealing with Difficult People Strategies for the Week Communication Principle of the Week OPENING & CLOSING LINES: What they are: These are standard greetings you use when saying Hello or Goodbye to customers in person. Every professional needs standard greeting and closing lines. Although these can be unique to you, they should be standardized (for you) so that they come to you naturally and effortlessly. Practice accomplishes this. How to deliver them: When delivering either a greeting or a closing line, use this simple 3-step process as your guide: As you greet someone, always use your power tone as you say "Hello," "Good Morning," or whatever you've chosen as your greeting. Of course if you know the customer's name, be certain you use it. Then ask a question, so that you put the focus on the customer and his/her needs. "How may I help you this morning?" or "What can I do for you this afternoon?" or "May I help you find something?" As you can see, the question depends upon the business and your role in it. When saying Goodbye to the customer or client, once again you want to speak using your power tone, and regardless of the encounter, you thank that person before you say Goodbye. It is this simple: Speaking in your power tone: "Thanks so much for stopping in today Mr. and Mrs. Customer; we appreciate your business! Goodbye and please stop in again." Or perhaps "Thank you for shopping with us this afternoon; please visit us again soon." (There are many ways to say "goodbye" without using that precise word. The most important thing is to choose the script that suits you, and make it your own by using it consistently with the customers you meet, greet, and say goodbye to. SAYING NO: Every professional needs a system for saying No. The standard system that can help you deliver a No with tact and finesse is this simple 4-step strategy-- The 4 S s 1) Sympathize 2) Say No 3) Say Why 4) Suggest Alternatives For example-- "Marjorie, I can understand why you'd like to extend your vacation by an extra week, and I wish I could make that happen for you. I know you'd like to go to your cousin's wedding, and you can't very well ask him to change the date! However, I'll have to say No because we just don't have anyone to pick up the extra work load for that third week. Perhaps you can switch weeks with Frank so that you can attend your cousin's wedding within your two week vacation break? Or maybe you want to just change the dates so the first week allows you to go to Mark's wedding, and you still have the second week to spend at French Lick." Or--"Mike, I know you're in a bind and need someone to work late tonight, but I can't do that this evening. I have another commitment that is unbreakable. Can I help you out tomorrow, or maybe over the weekend?"

3 Danger and Power Phrases for the Week--At Home: Lesson Summary Page 2 Danger Phrase: "Like" Power Phrases "Such as," "As," "Resembling," "Similar to" Many times we say, like when what we mean to say is, such as, as, resembling, or similar to. Saying similar to... is more polished, professional, and in many cases accurate than simply saying, Like. Remember that one job of a savvy communicator is to find the words that MOST ACCURATELY articulate what it is we mean to say. if a simpler word or phrase will do, that s fine as long as it s accurate. Most (not all) of the time people use the word like, what they really mean to say is such as, as, resembling, or similar to. If you use those words instead of like you will be noticed as a more polished, accurate, savvy communicator. Danger and Power Phrases for the Week--at Work: Danger Phrase: "With all due respect..." Power Phrase--Absolutely none; this is a delete phrase. Please don't ever begin a discussion or a response with "with all due respect." This is a passive-aggressive invitation to a fight. When you hear this, you know that what follows is going to be a karate kick to the gut--for sure. And when you say it, you know you are about to say something offensive. The savvy communicator knows better than to confuse communication with fighting. Don't ever begin an or any communication by suggesting you are about to insult the reader or listener. Wait until you can express your idea in a straightforward, non-aggressive manner that will inspire dialogue-- not war. Wait until you can speak respectfully; only then do you have a chance of actually being heard. Dealing with Difficult People Strategies for the Week: An Introduction to The Enneagram You ve already learned about the 4 basic personality types, or social styles. The Enneagram is a unique personality system that helps us identify the compulsion that drives us and other people. If you know what s driving someone s behavior, you can more effectively deal with that person and overcome any roadblocks that may appear in your relationship. This week, I d like to introduce you to the 9 types which can also be referred to as compulsions or social styles or even working types. Every number has a core statement: 1) I BE if I be PERFECT--these people are driven by the need to "appear" perfect, and wish always to be in control. They fear anger, because it is a sign they've lost control. 2) I BE if I be NEEDED--These people are driven by the desire to be needed--sometimes to the point of creating need (e.g. in their children) and dependence (e.g. in their spouses) so they can come to the rescue. 3) I BE if I be SUCCESSFUL--These people paint an image of themselves as successful whether they are in fact succeeding or not. They are driven by a desire to impress others, at all costs. 4) I BE if I be SPECIAL--These people see themselves as different from everyone else--special and certainly misunderstood, and they are driven by a desire to be noticed as different--special--other-than and perhaps even--better than. 5) I BE if I be LEARNING--These people are always learning and reading, and are driven by the desire to be more learned than anyone. They are frequently not particularly social. They are often surrounded by libraries and other sources of information. They see themselves as more "in-the-know" than other people. 6) I BE if I be LOYAL--These people are driven by the desire to fit in and be accepted. They make wonderful military people-- part of the establishment--order-takers and rule-makers. 7) I BE if I be HAPPY--These people are driven by the desire to have a good time--to have fun. They are often the life of the party, but they are not particularly deep thinkers or people of a compassionate nature for the plight of others. 8) I BE if I be POWERFUL--These people are driven by the desire to be seen as powerful. Being liked is not nearly as important to them as being feared. They seek to dominate rather than to work things out peacefully. 9) I BE if I be PEACEFUL--These people are driven by the desire to avoid conflict. They do not want to fight, and they frequently give in to avoid trouble--at any cost. They are the type of marriage partner who always give in, because to do otherwise means a life of trouble--and a lack of peace! Take our online test ( to find your number.

4 Lesson Summary Page 3 COMMUNICATION PRINCIPLE OF THE WEEK Everything I say and do is a testament to who I believe I am. HOW TO IMPLEMENT THIS PRINCIPLE: Remember there is a sliver in time between event and response. During this sliver in time, we can reflect on the person we are, which we have articulated in our personal compass. In our moments of insanity, we tend to believe that we say and do things as a response to others because they said and did things to us first. This could not be farther from the truth. The truth of the matter is that we say and do things for one reason and one reason only: because of the person we believe we are. What others say and do is about them; what you say and do is about you, and about you alone. This week remember that everything you say and do is simply a reflection of who you believe you are at any given moment. With that said, who are you?

5 WORKSHEET 1) The three steps to delivering an effective opening line when greeting a customer are: 1) P- 2) G- 3) A- 2) The three steps to delivering an effective Goodbye to a customer are: 1) P- 2) T- 3) A- 3) The 4-Step Process for saying no is: 1) 2) 3) 4) 4) When we are about to say, like we should consider if or would be more appropriate and accurate. 5) When we are about to say, With all due respect... we should consider simply saying instead. 6) In the Enneagram, there are 9 compulsions that drive difficult behavior. The 9 core statements of these types are: 1) I be if I be 2) I be if I be 3) I be if I be 4) I be if I be 5) I be if I be 6) I be if I be 7) I be if I be 8) I be if I be 9) I be if I be 7) Everything I say and do is simply a testament to.

6 PROFESSIONAL COMMUNICATION SKILLS FOR THE WEEK OPENING & CLOSING LINES: What they are: These are standard greetings you use when greeting or saying farewell to customers in person. Every professional needs standard greeting lines and closing lines. How to deliver them: When delivering either a greeting or a closing line, use this simple 3-step process as your guide: GREETING: P-Power Tone G-Greeting A-Ask a question Saying No: Every professional needs a system for saying No. The standard system that can help you deliver a No with tact and finesse is this simple 4-step strategy-- (the 4 S s): 1) Sympathize 2) Say No 3) Say Why 4) Suggest Alternatives CLOSING: P-Power Tone T-Thank Them A-Au Revoir DANGER/POWER PHRASES FOR THE WEEK DANGER Like... DANGER With all due respect... AT HOME: AT WORK: POWER Such as... As... Resembling... Similar to... POWER This is a delete phrase. Re-consider what you re about to say until you can phrase it in a respectful manner. DEALING WITH DIFFICULT PEOPLE STRATEGIES FOR THE WEEK An Introduction to The Enneagram You ve already learned about the 4 basic personality types, or social styles. The Enneagram is a unique personality system that helps us identify the compulsion that drives us and other people. If you know what s driving someone s behavior, you can more effectively deal with that person and overcome any roadblocks that may appear in your relationship. This week, I d like to introduce you to the 9 types which can also be referred to as compulsions or social styles or even working types. Every number has a core statement: 1) I BE if I be PERFECT 2) I BE if I be NEEDED 3) I BE if I be SUCCESSFUL 4) I BE if I be SPECIAL 5) I BE if I be LEARNING 6) I BE if I be LOYAL 7) I BE if I be HAPPY 8) I BE if I be POWERFUL 9) I BE if I be PEACEFUL Take our online test ( to find your number COMMUNICATION PRINCIPLE OF THE WEEK PRINCIPLE: Everything I say and do is a testament to who I believe I am. Remember there is a sliver in time between event and response. During this sliver in time, we can reflect on the person we are, which we have articulated in our personal compass. In our moments of insanity, we tend to believe that we say and do things as a response to others because they said and did things to us first. This could not be farther from the truth. The truth of the matter is that we say and do things for one reason and one reason only: because of the person we believe we are. What others say and do is about them; what you say and do is about you, and about you alone. This week remember that everything you say and do is simply a reflection of who you believe you are at any given moment. With that said, who are you?

1. LEADER PREPARATION

APOLOGETICS: CONCLUSION Lesson 1: Where to Go From Here This includes: 1. Leader Preparation 2. Lesson Guide 1. LEADER PREPARATION LESSON OVERVIEW Having a conversation with a person of a different religion