New Page 1

Municipal employees are professional communicators.
This eight-hour seminar focuses on the role of effective verbal skills in achieving municipal objectives. Participants will identify the necessary skills for developing verbal excellence and learn how to practice Strategic Interaction to facilitate Voluntary Compliance.

Municipalities CANNOT afford to have professionals,
who CANNOT communicate with professionalism.

This course is appropriate for BOTH sworn and civilian personnel and will benefit anyone interested in improving their persuasive skills and abilities to encourage cooperation!

Emphasis is given to specific techniques that:
      ensure safety
      reduce citizen complaints
      improve customer service
      enhance professionalism

Participants develop an appreciation of the power of words to
       diffuse hostile behavior
      encourage cooperation
      facilitate voluntary compliance

Objectives

Enhance the professionalism and personal effectiveness
   of each participant

Encourage more appropriate and competent verbal behavior
   while on duty

Reduce the problems, stress, and costs associated with verbal mistakes

Eliminate inappropriate, unethical, and unprofessional
    language

Identify the central principles of dealing with difficult people

Learn to effectively respond to citizens and community groups.

What you will learn

The Secrets of Power, Compliance, and Motivation

Ancient Principles of Persuasion

Ways to Respond to Criticism with Professionalism

How to Confront Verbal Deception and Encourage Honest Relationships

How to Assess Your Verbal Strengths

What you have to STOP doing to improve your verbal effectiveness

How to Develop Communication Plans for any difficult situation best handled with words

The Counseling Interview

The Four Great Arts of Strategic Interaction

Your Critical Verbal Skills

"Encouraging Professional Success"