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Communicate with Passion - For Sales Teams


Nothing affects career success as dramatically as the ability to communicate effectively, dynamically, and confidently.  And there is no one better at identifying the skills you need to become a master communicator than Deane Eldredge .... an internationally recognized communications expert whose seminars and workshops are immensely popular for their accessible and entertaining style.

Technology helps us communicate messages faster and to a larger audience than ever before.  But technology does not create the message.

Communication is still a human activity, having to do with meanings, understandings, feelings, needs, and ideas. 

Whether you’re meeting with colleagues, making a presentation to your boss, helping a customer, or speaking to an auditorium full of people, this workshop will help you say it right the first time, and every time.
In the era of empowered employees and cross-functional teams, work place communication is no longer limited to the top-down commands and instructions of the past.  It involves bottom-up and lateral exchanges as well.  It also involves communicating with people of diverse backgrounds and cultures.  Conflict and disagreement are a normal .... even necessary .... part of this process.

The ability to present yourself and your ideas with confidence, credibility, composure, and passion is an essential skill that enables you to gain a competitive edge for yourself and your organization.

Course Outline

I Challenging Irrational Beliefs

  • Your Individual Challenge
  • Video:  “ZEA” 
  • Video:  “The Business of Paradigms” 
  • Your Professional Image:  The 92% Rule
  • Building the Foundation of Assertive Communication
  • Recognizing the Different Assertion Styles
  • Case Studies:  Getting Others to Take You Seriously
  • Video Notes:  “In the Face Of  Aggression”
  • Listening:  A Basic Business Survival Skill
  • Homework Assignment: “Improving  Work Relationship”

II Exceeding the Customer’s Expectations

  • Exceptional Customer Service Evaluation Questionnaire
  • Exercise:  Identifying Internal and External Customers
  • Case Studies: How Perceptions Shape Expectations
  • Obstacles to Influential Communication
  • Understanding What the Customer Wants
  • Exercise:  The Total Service Experience
  • Basic Objectives of Great Customer Service
  • Traits of a Customer Service Star

III Why Customers Get Upset

  • The Win/Win Solution
  • Exercise: How Do You Rate?  
  • Upset Customers Don’t Come Back
  • You Want Customers to Complain
  • Researching Customer Complaints:  How to Obtain Feedback (Exercise)
  • Why Customers Get Upset
  • Quiz:  What Do Upset Customers Want?
  • Trigger Words and Phrases
  • Delivering Bad News
  • An Axiom for the Service Industry
  • Best Practices In Customer Service

IV Developing Assertive Language & Negotiation Skills

  • The Art of Giving and Receiving Feedback
  • Principled Negotiation
  • The Three Rules: Turning Manipulation Into Negotiation
  • Seven-Step Method for Motivating and Influencing Others
  • Case Studies
  • Saying “No” and Keeping Rapport
  • Disagreeing Without Being Disagreeable
  • Receiving Criticism Nondefensively
  • Video:  “In the Face of Aggression”
  • Video:  “When I Say No, I Feel Guilty”
  • Case Studies:  Coping With Criticism
  • Quiz:  Overcoming Self-Talk
  • Listening to Yourself at Work

V Creative Problem-Solving

  • Deane’s Change Model Strategy Chart
  • Asking Questions that Get Action
  • Case Studies: Negotiation 
  • Presenting Features & Benefits
  • Answering Objections Hidden Buying Signals
  • Visible Buying Signals
  • The Assumptive Close
  • Alternative or Contained Choices
  • The Negotiated Close
  • Converting Complaints Into Sales
  • Case Studies:  Applying Change Model Strategies

VI Nine Types of Hard-to-Please Customers

  • The Window of Understanding
  • Video:  “Coping With Difficult People”
  • Pit Bulls
  • Powder Kegs
  • Demanders
  • Sarcastics
  • Know-It-Alls
  • Grumblers & Nopes
  • Case Studies:  Difficult Customers
  • A Personal Action Plan

VII Communication Styles and Creative Conflict

  • Advance Handout:  “Johari Window”
  • Advance Handout:  “Kiersey Bates Temperament Sorter”
  • Advance Handout: “Thomas-Kilmann Conflict Mode”
  • Course Handout: “Power Base Inventory”


  • ZEA
  • The Business of Paradigms
  • In the Face of Aggression
  • When I Say “No” I Feel Guilty
  • Coping With Difficult People]
  • FISH