Do you struggle with how to defuse difficult situations or give people sensitive feedback, particularly in situations such as performance problems, hygiene, or attitude issues? This program will teach the secrets of strength-based coaching—a proven, criticism-free way to communicate with people that creates real behavior change without putting people on the defensive. You will learn:
- Why typical “deficit-based” feedback doesn’t work.
- The C.A.N.D.I.D. approach – a six-step process that addresses issues head-on without getting people defensive.
- The first 30 seconds: Creating a neutral opening that gets you in dialogue.
- Asking effective questions that engage the other person.
- Taking the emotion out of difficult messages.
- Finding the hidden incentive in any situation.
- You don’t say: Phrases that never work.
- Why a fully strength-based approach changes the outcome of any situation.
About the Instructor:
Rich Gallagher, LMFT, is one of the nation's leading experts on workplace communications skills. A former customer service executive and practicing psychotherapist as well as a popular public speaker, his books include two #1 customer service bestsellers, The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations and What to Say to a Porcupine, as well as the top 10 career skills book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work. He is a 4-time Amazon.com top 50 communications skills author and a finalist for 800-CEO-READ's 2008 Business Book of the Year.
Contact Hours: 0
Instructor: Richard Gallagher
Maximum # of Participants: 30
Location: Borg Warner Room, Tompkins County Public Library