Page 33 - Dale Carnegie Course Catalog
P. 33
Confrontational Questions
Primary Competency Categories:
Many presenters find Question and Answer sessions to be very difficult to facilitate when faced with confrontational questions. Some presenters even say that they dread asking for questions at the end of their presentations. The fact that you are moving from prepared messages to impromptu responses can be a challenging transition for many of you. In addition, you’ve all seen Question and Answer sessions spin out of control and leave the entire presenta- tion ending on a confused and sometimes confrontational note.
At the completion of this module, participants will be able to:
Learn to face the challenges of difficult questions through prep- aration
Communicate positive messages verbally and non-verbally
Stay in control of confrontational sessions
Use an easy-to-follow method for responding to confrontational questions
Communication
Advances the abilities of individuals and the organiza- tions through active listening supported with meaningful oral and written presentation of information.
Creating Organizational Impact
Primary Competency Categories:
Organizations want improved organizational results. People want to make their jobs easier and be more effective. Our job as facilitators is to help associates see how organizational strategic objectives link to their department, their team, and their individual goals. Facilitators need to create win-win for individuals, while assuring measurable organizational impact.
At the completion of this module, participants will be able to:
Draw connections between concepts and organizational goals and personal goals
Sell the value of organizational outcomes to team members
Identify high and low performance behaviors that link to strategic objectives
• Communication
Advances the abilities of individuals and the organizations through active listening supported with meaningful oral and written presentation of information.
• Results Oriented
Passionate about winning. Dedicated to achieving all-win solutions to situations.
• Influence
Consistently directs situations and inspires people for an all-win environment.
Feedback: Supportive and Corrective
Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENTERS 32 LEADERS WHO BUILD AMAZING SERVICE
Anytime a person speaks or acts, you have an opportunity to give positive feedback. Your response indicates that you are listening and that the person’s contributions are important. Since adult learning is primarily facilitation driven, responding adds value in several ways: it moves the pace of the session along; it rewards idea sharing; it encourages risk taking; and it builds a positive participatory adult learning environment.
At the completion of this module, participants will be able to:
Encourage others with a person-centered focus
Help people build on their strengths
Use corrective feedback to encourage behavior change
• Communication
Advances the abilities of individuals and the organizations through active listening supported with meaningful oral and written presentation of information.
• Interpersonal Skills
Displays a consistent ability to build solid relationships of trust and respect inside and outside the organization.
• External Awareness
Sees things from multiple points of view. Is mindful of how actions impact others. Keeps up to date with issues that affect area of responsibility.
