HBMA Store - Product Detail
Better Communication, Better Engagement
"How to Silence the 'Devil on Your Shoulder' in the Faceless World of Virtual Communication"
Speaker: Sandra A. Shelton, BA, MEd, CTACC
Communication, one-time or repeated, becomes and remains the
business relationship and ultimately the company branding. Taming that
pesky perception thing when it comes to e-communication means rethinking
how email, voice mail, and business writing affect our work lives
internally and externally. How we communicate is how we relate all day
long: engaged-and-ready-to-serve or
disengaged-and-frustrated-to-minimal-performance. At minimal
performance, the “Devil on your shoulder” says such unhappy service
blasphemies as:
- “‘show-up-and-go-through-the-motions’ is good
enough,”
- “… anyone else would have been frustrated, too.”
-
“After all, you aren’t as bad as _________________.”
- “Hang on;
you are almost to retirement.”
- “You are right; they are wrong.
Get ‘em!”
Low workplace engagement rests with the disengaged-and-frustrated-to-minimal-performers or underperformers. High engagement accompanies the engaged-and-ready-to-serve or peak performers.
Learning Objectives:
1. Reword emails to improve the impact of
e-communication in everything the organization touches.
2. Produce
sample e-communication that has a positive “face.”
3. Demonstrate
communication that generates greater trust with co-workers by
better-focused communication, that is, task or people focused, in the
right order.
4. Communicate more positively by identifying negative
feelings to counteract them with facts for positive thoughts.
5.
Prevent negative conflict by the ability to explain what happened and
improve the next conflict to be a chance for something better
6. Turn
misunderstood emails and any communication into positive ones.