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"All
... [my] technical skills are dependent on ... [my] ability to
communicate
effectively".
Quotation
from Livewire, a Chase Manhattan
Bank
Publication by Dee Aldrich, a PSOR systems review officer in an
interview
about the effectiveness of Influencing with Integrity®
seminars.
Conveying
Technical Information 1, 2 or 3 Days
 Being
"wired" and a genius with computers is of little help when communicating
with human beings. Communication skills for people are quite different
from those needed for computers. With machines you can flip a
switch and input the data, but for two-legged creatures you need sophisticated
rapport techniques, a philosophy that reflects win-win, and sensory
acuity to notice when what you are doing is not working. When
this last happens, you need several behavioral options and the ability
to choose the best. These skills, once integrated into your behavioral
patterns, will enable you to gather the information you need, select
the best words for multiple tasks, and leave your client satisfied with
the interaction. People skills plus your technical know-how lead
to success.
Four
skills for establishing rapport
Module
I.
Recognize
the perceptual preference of your client, your boss, your adversary.
Module
II.
Match
the visual, auditory or kinesthetic sense in an elegant way that
supports
your goal and elicits the other's goal.
Module
III.
Set
your own outcomes using sensory-based data to enhance the potential of
achievement.
Module
IV.
Gather
data about the other's point of view, reality and decision process by
understanding
Maps of Reality, your own and theirs.
Module
V.
How
to establish Rapport, the essential component for successful agreements.
For
a personal overview of the seminar call Genie Z. Laborde at
800.228.4069.
 
Whether
an employee is gathering or sending information in an interaction with
a customer, the potential for gain or loss is part of the transaction.
The
potential
of increasing productivity, the bottom line, and future business are
often
lost for lack of "people skills." These upside potentials do not
unfold when the employee exhibits only superficial and pasted-on
"interest"
to the needs of the customer. True interest and responsibility
occur
inevitably in an employee who knows his own business success is built
on
extraordinary service to his customers and who has the mastery of
interpersonal
skills that sophisticated customers expect.
Mastery
of these Customer Service skills will allow your employees to represent
you in a positive manner:
Six
Skills
for Rapport:
Perceptual
Preference: Communication
and understanding are improved when you know that most people prefer
one
sense over the others in gathering information.
Visible
Signs: Watching and
listening
carefully to your customer will give you all the patterns you need to
establish
trust.
Outcomes: Knowing
the see, hear, and feel components of your
own outcomes
and eliciting these from your partner will ensure the exchange is
successful.
Maps
of Reality: The
brain
processes of deletion, distortion, and generalization cause breakdowns
in communication. Understanding these processes improves your own
flexibility.
Sensory
Acuity: Subtle changes
in
your partner's responses to your words can alert you to your next step.
Rapport:Agreements
will not be reached until rapport occurs. New approaches for this
desired state are discovered and presented.
Other
Key Skills: This
positive
state occurs naturally when the natural principles of positive
interactions
are observed.
Super
Questions: The five questions that will discover all
you
need to know about your customer.
Stimulus-Response:
We learn and continue to learn with electrical-chemical connections
that
are part of our patterns of responses.
State
of Excellence: How to set up a peak performance state
so it is available when you need it.
Metaphor:
The indirect way to "open up" a blocked communication.
Dovetail:Win-win
plus creative thinking for improved customer service.
All
of the above skills are practiced in role-plays by our seminar
participants.
90%
of class time is spent in practice.
The
Customer
Communication Skills class for supervisors is well underway ,. . . the
participants of our classes have started to use these skills in their
Quality
Improvement teams, meeting with their employees, bosses, family and
friends.
It [CCS] has made the entire realm of communication more meaningful to
them, because they have become aware of the verbal and nonverbal
communication
signs. It [CCS] has given life to what we may have previously
considered
mundane communication situations.
Marian
M. Menke Customer Service and Quality Improvement Trainer
For
a personal
overview of the seminar call Genie Z. Laborde at 800.228.4069
 Two
4-HOUR Trainings Designed for PIC
APPRECIATION
OF DIFFERENCES FOR INCREASED PRODUCTIVITY
Advantages
and disadvantages of differences
FEARS
AROUND DIFFERENCES
Best
strategy for changing fears
SKILLS
TO CREATE SYNERGY AMONG EMPLOYEES
- RAPPORT
SKILLS
- SENSORY
AWARENESS
- How
am I doing?
- How
are you doing?
- OUTCOME
SETTING with DIFFERENT MAPS OF REALITY
- THE
CHALLENGE OF SHOWING RESPECT EVERY DAY
- HOW
OUR MAPS CREATE DIFFERENCE
- THE
ROLE OF EMOTIONS & MAPS IN PRODUCTIVITY
What
Skills You Will Learn:
Module
1
Beliefs,
Values, Strategies, and Culture: Self-Assessment - a
one-page instrument which has no right or wrong answers and can be used
as reference after the training
Recognition
of differences can shift to appreciation
Respect
versus inappropriate behavior
Role Play - 20 minutes. Here's your chance to "sell" your
culture
to others.
Video
1: Perception in Communication - This
module focuses on the idea that each of us has a perceptual
preference - seeing,
hearing or feeling - and this perceptual preference influences our
thoughts,
decisions and actions.
Video
2: Audible & Visible Signs of
Internal
Processes - We
learn to recognize the primary sensory modality of others by noticing
their
eye movements, gestures and postures, and by listening to their
voices.
- Energy,
Health, and Interpersonal Interactions
- Role
Play - 30 minutes. Am I visual, auditory or kinesthetic?
- Discussion - 10
minutes
Module
2
- Rapport
- Fear
of Unknown, Unusual, Unexpected - A Fix-It Strategy
- Synergy-How
It Works In Group After Respect Is Established
Video
3: Outcomes - We
continue to build the participants' skills so they can state outcomes
which
are specific and sensory-based.
- Setting
Outcomes As A Rapport Skill
- Role
Play - 20 minutes. Setting goals in sensory terms.
- Discussion - 10
minutes
Module
3
Video
4: Maps of
Reality - Demonstrations
are presented of how people delete, distort and generalize
information.
- Sensory
Awareness for Patterns
- Rapport
by VAK
- Emotions,
Energy, and Productivity
- Phobias,
Fears, and Prejudices
Module
4
- Integration - Improved
sensitivity is demonstrated and the capability to develop a win-win
solution
to the satisfaction of both sides in any situation is reinforced.
- Role
Play - 30 minutes. What have I learned today?
- Discussion - 10
minutes
- Application
To Day-to-Day Situations
- Summary
& Next Step
Conducting seminars for international
businesses since 1982.
Over
12,000 trained in INFLUENCING with INTEGRITY.
Sessions
designed by Genie Z. Laborde Ph.D.
Taught
by certified trainers. 3 day seminars.
Fees
depend on numbers to be trained.
For
a personal overview of the seminar call Genie Z. Laborde at
800.228.4069
 Our
Productivity During Change trainings
- Reduce
miscommunication, conflicts and turf wars
- Align
corporate and individual goals
- Improve
bottom line
- Increase
creative problem solving
We
guarantee increased responsibility in participants or your money is
refunded.
Create
Syntony when Merging
TRAINING
FORMAT
- Ten-minute
video
- Role
Play
- Discussion
STAGES
OF ACCEPTANCE OF CHANGE
- Fear
- Anger
- Denial
- Defense
- Satisfaction
SKILLS
TO HANDLE EACH STAGE
- Role
of Perception in Communication, Negotiation and Sales
- Visible
Signs of Invisible Processes
- Outcomes
- Maps
of Reality
- Sensory
Acuity
- Rapport
- Synergy
- Super
Questions
- State
of Excellence
- Metaphor
(Creative Thinking)
- Dovetailing
- Stimulus-Response
OUR
SEMINARS
We've
trained more than 20,000 people around the world
INTERACTIVE
VIDEO
is
one of our delivery systems that cuts the cost of training up to a
factor
of 10.
PRACTICE,
PRACTICE, PRACTICE
90%
of seminar time is spent in role plays.
RESEARCH
conducted
by clients and by I.D.E.A. is in a 2-inch-thick book. Want to see
it? The titler is: "Toot Your Own
Horn"and
it contains 14 different approaches to research on soft skills.
LONGEVITY
Leading and teaching corporate America
since 1982
OUR
INTERNATIONAL REPUTATION
has
resulted in seminars in
- Russia
- Belgium
- Canada
- England
- Mexico
- South
Africa
- Hungary
- France
- Netherlands
THE
TEXTBOOK
For
a personal overview of the seminar call Genie Z. Laborde at 800.228.4069
 
The
average mediator is satisfied with any solution accepted by both
parties.
The exceptional mediator seeks an agreement that will be implemented
with
cooperation, even enthusiasm, by both sides. The
exceptional
mediator uses skills seldom cultivated in our business culture.
These
skills are essential for influencing others to consider a new point of
view and to secure binding agreements when opinions or beliefs or
positions
are conflicting.
New
strategies from increased sensory awareness
Better
understanding through listening and watching
Selecting
the sequence of the presentation of options
Selecting
the words to use
Discovering
new options when inside the mediation
To
caucus or not to caucus?
Staying
involved, yet relaxed
| Skills
that will enhance the quality of your success:
This
workshop is based on a model of effective communication developed by
observing
master communicators in mediation and conflicts. Dr. Genie Z.
Laborde
continued to refine the body of knowledge found in this model and
developed
a functional communication discipline called Syntonics.
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Module
I
- Skills
include recognizing the perceptual preference of the person or persons
in conflict by their words. Once this is known, rapport becomes
easier.
Rapport is necessary for agreements.
Module
II
- Skills
include recognizing the point of view of the conflicted person or
persons
by their eye movements, body postures and gestures - another strategy for
rapport in difficult cases.
Module
III
- Skills
include finding out what the parties involved really want.
Module
IV
- How
deletion, distortion and generalization create our maps of reality
- How
different maps of reality inherently create conflicts
- Expanding
your map of reality for a win-win plus
Module
V
- Establishing
rapport inside an emotional conflict
- Staying
relaxed and gathering needed information when emotions are out of
control.
Practice.
Practice, Practice
90%
of the seminar is devoted to practicing the skills in small groups.
For
a personal overview of the seminar call Genie Z. Laborde at 800.228.4069
The
program includes the following modules.
Module
1: Listening as a Sign of Respect
Module
2: Key Words
Module
3: Core Message and Emotional Overtones
Module
4: Pitfalls of Communication and Counseling
Module
5: Super Questions
Module
6: Nonverbal Communication
Module
7: Rapport & Integration
plus
neuro-linguistic skills for behavioral change
- Appreciation
of Diversity
- Advantages
and disadvantages of differences
- Fears
Around Diversity
- Best
strategy for changing fears
- Skills
to create synergy among diversified employees
- Rapport
skills
- Sensory
awareness
How
am I doing?
How
are you doing? - Outcome
Setting with Different Maps of Reality
- The
challenge of showing respect every day
- How
our maps create difference
- The
role of emotions & maps in productivity
What
Skills You Will Learn
Module
1
- Beliefs,
Values, Strategies, and Culture: Self-Assessment
- Recognition
of differences can shift to appreciation
- Respect
versus inappropriate behavior
- Here
is your chance to sell your culture to others
Video
1:Perception in Communication
Video
2:Audible & Visible Signs of Internal Processes
- Energy,
Health, and Interpersonal Interactions
Module
2
- Rapport
- Fear
of Unknown, Unusual, Unexpected:A Fix-It Strategy
- Synergy-How
It Works In Group After Respect Is Established
Video
3: Outcomes - Setting
Outcomes As A Rapport Skill
Module
3 Video 4: Maps of Reality
- Sensory
Awareness for Patterns
- Rapport
by VAK
- Emotions,
Energy, and Productivity
- Phobias,
Fears, and Prejudices
Module
4
- Integration
- Discuss
Differences in Business Traditions in Different Cultures
- Application
To Job
- Summary
& Next Step
APPRECIATION OF DIVERSITY
• Advantages and disadvantages of differences
SPECIFIC
BEHAVIORS FOR DIVERSE CULTURES
• Do’s and don’ts for different cultures
SKILLS TO CREATE SYNERGY
•
RAPPORT SKILLS
•
SENSORY AWARENESS
• How am I
doing?
• How are
you doing?
• OUTCOME SETTING with
DIFFERENT
MAPS OF REALITY
•
THE CHALLENGE OF SHOWING RESPECT
EVERY DAY
•
HOW OUR MAPS CREATE DIFFERENCE
•
THE ROLE OF EMOTIONS & MAPS IN PRODUCTIVITY
What
Skills You Will Learn
Module
1
• Beliefs,
Values, Strategies, and Culture: Self-Assessment
•
Recognition of differences can shift to appreciation
• Respect
versus inappropriate behavior
• Here’s
your chance to “sell” your culture to others
Video
1 - Perception in Communication
Video
2 - Audible & Visible Signs of Internal Processes
• Energy,
Health, and Interpersonal Interactions
Module
2
• Rapport
• Fear of
Unknown, Unusual, Unexpected - A Fix-It Strategy
• Synergy-How It
Works In Group After Respect Is Established
Video 3 - Outcomes
• Setting
Outcomes As A Rapport Skill
Module
3
Video
4 - Maps of Reality
• Sensory
Awareness for Patterns
• Rapport
by VAK
•
Emotions, Energy, and Productivity
• Phobias,
Fears, and Prejudices
• Specific
do’s and don’ts of 20 cultures
Module
4
•
Integration
• Discuss
Differences in Business Traditions in Different Cultures
•
Application To Job
• Summary
& Next Step
1.
Clarifying Your Vision
Module
One:Perception
Module
Two:Visible Signs of Invisible Processes
Module
Three:Outcome Setting
2.
Reality Check
Module
Three (continued):Turning an Outcome into Reality
Module
Four:Maps of Reality
3.
Setting Up The Interview (Telephone
Skills)
Module
Five:Auditory Acuity
4.
Getting the Job Offer
Module
Six:Rapport
Module
Seven:Synergy
Module
Eight:Super Questions
5.
Learning the New Job, the Culture and the People: Fast
Module
Nine:Stimulus-Response
Module
Ten:State of Excellence
Module
Eleven:Integration
Module
Twelve:Dovetailing
- What
is Sexual Harassment Legally?
- What
behaviors will cost your company money?
- How
do you know when you are and when you are not?
- What
skills do employees need in addition to information in order to avoid
lawsuits
among diversified employees?
- Rapport
skills
- Sensory
awareness
- Pattern
recognition
- Personal
prejudices
- Respect:
What is it?
- How
to express it
- Male
& Female behaviors
- Visual,
Auditory and Feeling preferences as keys to appropriate behavior
Interpersonal
Skills come easily to many women, however, ways to adapt these natural
feminine approaches to the workplace are largely unknown. Some women
become
aggressive, some become passive, and some alternate, often
inappropriately.
Here you will practice, in role-plays,
- When
and how to speak up for maximum effectiveness
- When
to remain silent
- Strategies
to contribute your talents most effectively
- Deep
self-confidence
- How
to cultivate your sense of humor and
- The
most powerful four words for the marketplace
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Skills
based on the book, Influencing with Integrity, 200,000 copies
sold
in five languages. Session designed by Genie Z. Laborde,
Ph.D. 20,000 participants have completed her programs.
HOW
TO THROW YOUR WEIGHT AROUND AND GET THEM TO JOYFULLY JOIN YOU IN
A WIN-WIN PLUS
STRATEGY
1
UNDERSTAND
OTHERS
UNDERSTAND
YOURSELF by mastering the role that your perceptual preference plays in
your moment-to-moment decisions and behavior. Why do you do like
you do? The most powerful approach to establishing rapport in 30
seconds. VISUAL, AUDITORY and KINESTHETIC GUIDELINES.
10-
minute video
30-
minute role play
20-minute
discussion
STRATEGY
2
VISIBLE
SIGNS OF INVISIBLE PROCESSES
NEW
CUES from the other to watch and listen for. You will be amazed
at
what you have been missing in any interaction. Works with bosses,
peers, clients and customers.
8-minute
video
50-minute
role play
10-minute
discussion
STRATEGY
3
You
are not likely to get where you want to go if you don't know where you
are going. . . and why the other might want to join you. Outcome
setting with VAK increases your chances of success.
12-minute
video
30-minute role play
10-minute discussion
STRATEGY
4
Your
Map of Reality is your creation and subject to deletion, distortion and
genralization. Problem solving becomes easier when you grasp this
complex concept. Rapport becomes inevitable.
8-minute video
20-minute roleplay
30-minute discussion
STRATEGY
5
RAPPORT
AND DOVETAILING
The
natural climate in which women thrive - how to set it up, enjoy it and
prosper.
Where do we go from here
INCREASED
- Respect
- Control
- Agreements
- Support
- Strategies
- Responsibility
- Productivity
- Empowerment
- Humor
|
DECREASED
- Conflicts
- Chaos
- Anxiety
- Turnover
- Resentment
- Anger
- Miscommunication
- Missed
Deadlines
|
For
a personal overview of the seminar call Genie Z. LaBorde at 800.228.4069
 
Success
on the Telephone depends, not on the number of calls
completed,
but on attaining specific results. These successful results depend on
skills
seldom cultivated and often unknown:establishing rapport quickly and
easily,
the phrasing of questions to elicit needs, matching product to needs,
and
knowing how and when to close.
Voice
tone, tempo, timbre and volume convey a wealth of
information
about the person on the other end of the telephone, information you can
use to increase sales [if you know how to interpret the sound of the
voice
as well as the words.]
MODULE
I: RAPPORT SKILLS BASED ON PERCEPTUAL PREFERENCE
How
to establish
rapport in the first 15 seconds. Strategies that are largely
unknown
in
the modern
world of telephone sales. PRACTICE session.
MODULE
II: LISTENING SKILLS
How
to discern
what your customer wants by listening "behind the words".
PRACTICE
session.
MODULE
III: PROBING SKILLS FROM LINGUISTICS
Specific
ways of questioning that upgrade the quality of information you are
receiving.
PRACTICE
session.
MODULE
IV: MAPS OF REALITY
Why
customers
says "No" and how you can find out more about their realities so
that
new
approaches may elicit a "Yes." PRACTICE session.
MODULE
V: Integration
PRACTICE so you can use the skills after the class is over.
1
DAY
Introduction to Process Thinking
2
DAYS
The Nitty Gritty
3
DAYS
Integration
|
Increased
Perceptual Skills 
