Positive Communications Workshop

Day One:

  • Introduction to the Communications Workshop Program
    • Purpose of the Positive Communications Methodology
    • Objectives to be accomplished during the Communications training program
    • Methods and Techniques Discussion
  • Foundational Elements of Positive Communication Management Techniques
  • Intention - Relationship - Self-Discipline
    • Skills
      • Listening
      • Speaking
      • Persuasive Ability
  • The LAMA© Technique. (A simple but effective method to control the path of the information flow between the people involved.)
    • Discussion and role-playing exercises one-on-one between the trainer and each workshop participant to develop fluency in use of the LAMA8 technique.
  • Elements of the Positive Communication Approach
    • Learn 8 Key Points to Communicate Effectively
    • Over view of Positive Communications Methods
      • Walk-By Communication Techniques
        • How to use Communication Techniques when walking around the call center
          • What works and what doesn’t work when walking through the call Center
      • Consultative Communications
        • Private Office Conversations
    • Learning to Listen
      • Listening with new ears
      • Listen to the other person first
      • To listen for employee’s explanation
    • High Five Method
      • Expectations - The Communication Set Up
        • How to:
          • Define the communication process for the associate.
          • Relate the expectations to the associate in a positive way.
          • Set agreed upon goals for the associate=s improvement.
      • Acknowledgments - Positive Feedback
        • Teach the Managers and Supervisors how to:
          • Acknowledge the Associate for growth and progress.
          • Give Instruction for positive growth.
          • Use the LAMA© Technique while communicating.
      • Challenges - Find Areas for Improvement – Conflict and Issues
        • Teach Managers and Supervisors how to:
          • Help Associates and Employees to discover their own challenges
          • Assist Employees to define areas for improvement
          • Demonstrate to Managers the WAYS to use Positive conversational skills to obtain a change in attitude or performance
          • Ask questions that encourage Employee’s to take Responsibility
      • Self Correction - Advanced Communication Techniques
        • Teach Managers and Supervisors how to:
          • Work with Associates to encourage them to set new goals for self improvement
          • Obtain associates willingness to self correct and change behavior if required
          • Role-play improvement actions effectively with associates during the communication process using the LAMA©
      • Developmental Action Plan - Bi-lateral Action Agreement
        • Teach Managers and Supervisors how to:
          • Use the LAMA© technique and persuasive ability to work with employees
          • Encourage self-correction through a developmental bi-lateral action plan
          • Find ways to have Employees take responsibility without blame and
          • Help Employees come up with solutions and resolutions required
          • Assist Manager to work with Supervisors on the same skills
    • Common Communication Challenges
      • Discussion Period
        Training Program Outline (continued)

    Day Two:

    • Review with Questions and Answers regarding what was learned on day one.
    • Managers, Supervisors, Mentors and Leads Bring Suggested Issues into role play situations.
      • Using LAMA© technique and Positive Communications Approach with real situations
      • Demonstrate the High Five Phonedamental Method
    • Listen to various associates and managers situations
      • Learning to Listen for Acknowledgment Opportunities
      • Learning how to listen for the ASTOPS@ (What caused the associate to AFeel Wrong or Stupid” in the meeting environment.
      • Role-Play using LAMA on how to Acknowledge
      • Role-Play using the LAMA on how to assist manager in what to say and how to say it that will generate a safe environment for the Employee to self-discover
      • Collectively decide on improvement (Remedies – Solutions)
      • Role-Play how to define a Challenge using the LAMA Technique
    • Set Up Managers Goals for achieving maximum benefits from Positive Communication process
    • Set Up Managers Developmental Action Plans