Could your organization use a professional communication makeover?

How would your organization change if suddenly everyone in it possessed
the ability to communicate with clarity, power, tact, and finesse, on the
telephone, in person, and in writing, both internally, and externally?

Our Certified Professional Communicator Graduates can:

• Speak with professionalism and precision
• Deliver 5-star customer service effortlessly and consistently
• Defuse emotionally charged situations
• Identify and relate to the 4 different personality types
• Master telephone etiquette and verbal skills
• Implement effective leadership and team-building tactics
• Deal with and transform difficult people, both customers and coworkers
• Project a visual image of professionalism and competence
• Quickly create professional emails that get results
• Persuade and influence for faster results
• Identify and eliminate negativity and interpersonal conflict

And More…

If youʼre in employee training and development, you know that communication is the

key. In our Professional Communicator Certification Program, attendees will learn the

skills necessary to bring their professional careers, and your companyʼs professional

image to a whole new level.

This program consists of 6 modules:

Module 1: Professional Verbal Communication Skills

In this module, participants will learn:
<>How to develop and use a personal communication compass, or mission
statement, to remain focused and keep on their professional course
<>How to quickly perform a cost-benefit analysis to help choose which
communication battles are really worth waging
<>How to develop and use a danger phrase and power phrase list to purge
disempowering verbal patterns, and replace them with empowering ones
<>How to use free-style scripting to clarify a message, and stay on track during
difficult or sensitive communication situations
<>How to use simple verbal tactics to instantly become more persuasive and sell
products, services, or ideas more easily
AND MORE…

Module 2: Professional Telephone Skills

In this module participants will learn:
<>How to quickly and easily find their professional power tone to help project
courtesy, professionalism, confidence, and competence
<>How use quality assurance scripting without sounding scripted–maintaining
standards of excellence while maintaining professional individuality
<>How to make a P-E-C (personal emotional connection) with each caller to increase
customer loyalty and satisfaction
<>How to master modern professional telephone etiquette to project a polished,
upscale image
<>How to develop and use power greetings to set the stage, and power closings to
leave a smile on every customerʼs face
AND MORE…

Module 3: Professional Visual Communication Skills

In this module participants will learn:
<>How to project a polished, professional image through fashion and grooming while
maintaining their individuality, and why it matters even if customers never see them
<>How to master posture and body language to buttress any professional message
and put others at ease
<>How to make a positive, professional impression without even opening their
mouths
<>How to read other peopleʼs body language to gain a deeper understanding of
whatever message is being sent
<>How to master proxemics and haptics–the art of positioning and touching during
professional conversations
AND MORE…

Module 4: Professional E-mail Communication Skills

In this module participants will learn:
<>How to save time writing an email that gets read, and gets results
<>How to avoid making the top 10 mistakes most professionals make when writing emails,
and what to do instead
<>How to write emails with different audiences in mind–emails that have neither too
much nor too little detail and familiarity
<>How to determine if email is really the right medium for conveying the message,
and when to pick up the phone instead
<>How to write a sensitive email without offending the reader
AND MORE…

Module 5: Professional Dealing with Difficult People Skills

In this module participants will learn:
<>How to keep cool during emotionally charged situations, both with customers and
coworkers, either in person or on the phone
<>How to use tactical scripts to de-escalate an out-of-control person, and move
quickly to the resolution stage
<>How to use free-style scripting and tactics designed specifically for the various
types of difficult people
<>How to identify the 9 compulsions that drive behavior, and how to speak to each of
them
<>How to recognize their own difficult behavior, and keep that behavior from
manifesting at work
AND MORE…

Module 6: Understanding and Working with Different Personality Types

In this module participants will learn:
<>How to identify various core personality types, and understand what motivates
and demotivates them
<>How to change your language and speech patterns to suit the individual needs of
each personality type
<>How to choose what personality type is best for what job
<>What the are the turn-ons of each type, and how to strategically persuade each
type using that knowledge
<>How to recognize their own personality typeʼs strengths and weaknesses, and
build on their strengths
AND MORE…

Each module is designed for a 1/2 day session, and we recommend one session per-person, per-day, for six consecutive working days. Additional modules can be added to meet your needs, and modules can be removed as well.
Of course, our Professional Communicator Certification Program will be tailored to your organizationʼs specific needs, which will be determined during the initial discovery call. Just tell us what you would like to focus on, add, or remove, and as usual, there is no charge for customization.
Call one of our expert training concierges today, and see how we can help you and your organization reach your communication goals.