In order to function at maximum effectiveness, a manager must master critical communication skills, including active listening, the ability to receive and provide constructive feedback, to resolve conflicts and to coach and mentor.
Without these skills and a commitment to continuously improve them, our ability to leverage our value to our manager and our organization diminishes.
By attending, you will understand how to even more effectively:
• Listen actively
• Receive and provide constructive feedback
• Resolve conflicts
• Coach and mentor
Are you concerned about how others are receiving you as a manager? wasting?
Could you use a communication skills “refresher”, to perhaps help you take a new approach to your direct reports you find especially challenging?
Would you like to leverage your value to your manager and to your organization?
If you answered “yes” to any of these questions, then come laugh, listen and learn as Chris DeVany leads us all through those important topics, key questions and answers we all need to be able to address effectively to improve our communication effectiveness, improve our team members’ and team’s performance, adding to the bottom-line!
Constructive Feedback / Gaining Advice While Avoiding Conflict
• The Value of Constructive Feedback
• Why People Don’t Give Feedback and the Consequences
• How to Give Constructive Feedback
• Practice Feedback Exercise
• Guidelines for the Feedback Receiver
Resolving Conflicts / Dealing with Others’ Resistance
• The Nature of Resistance
• Types of Resistance
• Typical Responses to Resistance
• Approaching Resistance and How to Deal with It
• The Keys to Effectively Resolving Conflicts
Making Coaching Work / Providing Guidance for Improving Performance
• Characteristics of Effective Coaches
• How to Coach Effectively
• The Value of Careful Listening in Coaching
• Being an Effective Role Model
• Using Coaching to Improve Performance
Chris DeVany is the founder and president of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organization development. Pinnacle’s clients include global organizations such as Visa International, Cadence Design Systems, Coca-Cola, Sprint, Microsoft, Aviva Insurance, Schlumberger and over 500 other organizations in 22 countries. He also has consulted government agencies from the United States, the Royal Government of Saudi Arabia, Canada, Cayman Islands and the United Kingdom.
He has published numerous articles in the fields of surviving mergers and acquisitions, surviving change, project management, management, sales, team-building, leadership, ethics, customer service, diversity and work-life balance, in publications ranging from ASTD/Performance In Practice to Customer Service Management. His book, “90 Days to a High-Performance Team”, published by McGraw Hill and often accompanied by in-person, facilitated instruction, has helped and continues to help thousands of executives, managers and team leaders improve performance.
He has appeared hundreds of times on radio and television interview programs to discuss mergers and acquisitions (how to manage and survive them), project management, sales, customer service, effective workplace communication, management, handling rapid personal and organizational change and other topical business issues. He has served or is currently serving as a board member of the International Association of Facilitators, Sales and Marketing Executives International, American Management Association, American Society of Training and Development, Institute of Management Consultants, American Society of Association Executives, Meeting Professionals International and National Speakers Association. Chris is an award-winning Toastmaster’s International Competition speaker. He recently participated in the Fortune 500 Annual Management Forum as a speaker, panelist and seminar leader.
Chris has distinguished himself professionally by serving multiple corporations as manager and trainer of sales, operations, project management, IT, customer service and marketing professionals. Included among those business leaders are Prudential Insurance, Sprint, BayBank (now part of Bank of America), US Health Care and Marriott Corporation. He has assisted these organizations in mergers and acquisitions, facilitating post-merger and acquisition integration, developing project management, sales, customer service and marketing strategies, organizing inbound and outbound call center programs, training and development of management and new hires, and fostering corporate growth through creative change and innovation initiatives. Chris holds degrees in management studies and organizational behavior from Boston University. He has traveled to 22 countries and 47 states in the course of his career.