Most of us know what it’s like to have the perfect response pop into our heads too late to be of any use. Yet, there are people who seem to know exactly what to do and say in any situation. Faced with an angry customer, or a tense negotiation, they don‘t stammer or get upset—they keep their cool and sail through the encounter. Not surprisingly, the professional who demonstrates that kind of poise and presence is also the person who rapidly rises through the ranks. Great communicators are made, not born—it’s a matter of having the right knowledge and tools. Through our research we’ve collected crucial and practical information on these subjects and condensed it into a highly interactive training program. At the completion of this training you’ll feel confident and comfortable communicating with diplomacy, tact and professionalism. Learning Objectives Upon completion of this course, you will be able to: •• Express methods to win others’ confidence in your ability to lead •• Identify appropriate and effective communication skills •• Explain techniques to deal with difficult customers, co-workers and others •• Describe how to influence others and turn opponents into allies •• Identify strategies to get the information you need •• Describe persuasion techniques