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How to Communicate with Diplomacy, Tact and Credibility

Be a consistently professional communicator—even in difficult circumstances

How well you communicate can make or break your professional image. It directly influences how others view your work and performance—as well as your prospects for career advancement and mobility. Unfortunately, being diplomatic, tactful and credible doesn’t always come naturally to people. Even when it does, such communication can easily be derailed by emotions and conflicts. To be a communicator who is skilled in all three areas, it takes awareness, training and the know-how to apply proven techniques to all kinds of situations. This seminar will teach you how to choose and use the most appropriate words and emotional tone for every business interaction. You will gain insights into your communication style and the styles of others, while building skills to clearly and effectively receive and transmit information, ideas, thoughts, feelings and needs.

Seminar Number: 02206

5
(2224 reviews)
  • In-Person
  • Live Online
  • At Your Company Location

Course Scheduling & Pricing

Home>Course Topic>Customer Service>How to Communicate with Diplomacy, Tact and Credibility

Who Should Attend

Business professionals who want the skills to communicate in a positive, professional manner no matter what the situation.

  •   In-Person2 Day(s)
    1.2 CEU, 12 CLP, 14 CPE, 12 PDCs, 12 PDU, 12 PMU
  •   Live Online2 Day(s)
    1.2 CEU, 12 CLP, 14 CPE, 12 PDCs, 12 PDU, 12 PMU
 
 

How well you communicate can make or break your professional image. It directly influences how others view your work and performance—as well as your prospects for career advancement and mobility. Unfortunately, being diplomatic, tactful and credible doesn’t always come naturally to people. Even when it does, such communication can easily be derailed by emotions and conflicts. To be a communicator who is skilled in all three areas, it takes awareness, training and the know-how to apply proven techniques to all kinds of situations.

This seminar will teach you how to choose and use the most appropriate words and emotional tone for every business interaction. You will gain insights into your communication style and the styles of others, while building skills to clearly and effectively receive and transmit information, ideas, thoughts, feelings and needs.

  • Apply diplomacy and tact to be a credible and effective communicator 
  • Manage the impact your communications have on your image 
  • Define and leverage your communication style 
  • Develop and demonstrate better listening skills 
  • Understand the importance of perceptions 
  • Explore communication style differences and learn to flex your own style 
  • Recognize the impact of stress on communications and be able to adjust for it 
  •  Know what makes effective, powerful communication and develop the skills to model it
The Importance of Perception
  • Understanding how perception and image can impact others’ perception of you and your performance
  • Recognizing how diplomacy, tact and credibility are demonstrated through good communication

Communication Style Differences

  • Knowing how style impacts the image others have of you 
  • Flexing your style to communicate with more diplomacy, tact and credibility 
  • Completing the Insight Inventory® to better understand how style affects your communication effectiveness 
  • Flexing your style to gender, generation and position 
  • Recognizing how stress impacts how you use your style traits

Effective and Powerful Communication 

  • Identifying and removing the roadblocks to effective communication 
  • Knowing how to positively impact the visual, verbal and vocal components of communication 
  • Describing the Know-Feel-Do Model of communicating 
  • Implementing strategies for powerful communications and practicing them 
  • Understanding nonverbal communication as a critical part of the communication process

Effective Listening Skills 

  • Applying good listening skills in order to communicate with diplomacy, tact and credibility 
  • Identifying the barriers and obstacles to effective listening 
  • Using good listening skills to build and improve your image 
  • Knowing how ineffective listening can cost you and the organization

Diplomacy, Tact and Credibility

  • Defining the five actions that make for credible communication 
  • Applying diplomacy, tact and credibility skills to create more effective communication 
  • Identifying how “hot buttons” make people lose their diplomacy and tact—and credibility
  • Being aware of your “hot buttons,” and preparing before you face these situations

Learning Objectives

  • Apply Diplomacy and Tact to Be a Credible and Effective Communicator
  • Define and Leverage Your Communication Style
  • Utilize Effective Communication Skills
  • Demonstrate Good Listening Skills

Communication: A Matter of Perception

  • Define Diplomacy, Tact and Credibility as It Applies to Communication
  • Discuss How Perception and Image Can Impact Others’ Perception of You and Your Job Performance
  • Explain the PIE Model and Its Relevance

Apply Diplomacy

  • Explain How to Positively Impact the Visual, Verbal, and Vocal Components of Communication
  • Apply Good Listening Skills to Build and Improve Your Image and Your Ability to Communicate with Diplomacy, Tact and Credibility
  • Identify the Barriers and Obstacles too Effective Listening

Communicating with Tact

  • Explain How Style Impacts the Image That Others Have of You
  • Evaluate the Opportunities and Challenges of Your Style in Working with Others
  • Flex Your Style to Communicate with More Diplomacy, Tact and Credibility

Demonstrating Credibility

  • Define the Five Actions That Make for Credible Communication
  • Identify and Remove the Roadblocks to Effective Communication
  • Apply the Know-Believe-Feel-Do Model of Communicating

Putting It All Together

  • Overcome Barriers That Hinder Effective Communication
  • Apply Communication Skills of Diplomacy, Tact and Credibility

Download Extended Seminar Outline PDF

View a Sample of Our Reviews

5

2224 reviews

 
The instructor was effective as provided great insight and a personal touch.
5
Ryan S.
 
Area Part Sales Manager
 
Industry: Transportation, Marine Shipping
A really beneficial learning experience that I can always refer to through the booklet, and apply in my professional and even personal life. Breaking out into groups to work on answers together was really helpful in the learning process, as well as collective group discussions. It was very easy to listen and follow the teachings of the instructor, as well as learn from.
5
Carissa F.
 
Associate
 
Industry: Business Services
I was unhappy with being told that I needed this class, but after the 1st 15 minutes I knew it was going to be one of the best resources I could have ever asked for. The class was laid out fluidly, The instructor was absolutely terrific and the facility itself was very inviting, From the staff to the lounge areas. I would highly suggest AMA to any organization that is looking to retain talent and grow them, or simply as a tool to help freshen up current Management staff.
5
Michael P.
 
Sales Manager
 
Industry: Retail, Automobile Dealers
Very informative class, kept me alert with role plays and group discussion
5
Brandon T.
 
Partner
 
Industry: Consumer Services, Barber Shops & Beauty Salons
Really enjoyed this course. It was my first time taking a course like this online and I was pleasantly surprised as to how engaging and interactive it was.
5
Jordana Y.
 
Associate Manager, Marketing Operations
 
Industry: Manufacturing, Pharmaceuticals

This course is valid for 12 PMUs.
7 Professional Effectiveness [PE]
5 Relationship Management [RM]

AMA is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CPSM or SHRM-SCPSM.

AMA has been reviewed and approved as a provider of project management training by the Project Management Institute (PMI).

Talent Triangle PDUs

[L] 12

Project Management Institute (PMI) Talent Triangle, 2015.
Reproduced with the permission of PMI. Copyright and all rights reserved

American Management Association is accredited by the International Association for Continuing Education and Training (IACET) and is accredited to issue the IACET CEU.

AMA is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org. For additional information or for more information regarding administrative policies such as complaints and refunds, please contact Martha Leon at 212-903-8173.

Recommended CPE Credit: 14 hours/Basic
Prerequisites: None
Advance Preparation: Online pre-and post-assessment
Delivery Method: Group Live/Group Internet-based
Field of Study: Non-technical - Communication

In-Person and Live Online Schedule

49 Sessions Available

  • $2,895.00 Non Members
  • $2,595.00 AMA Members
  • $2,567.00 GSA
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