"What to Say When Things Get Tough: How to Communicate Effectively in the Most Difficult Situations" - When people are angry, worried and suspicious of everything you say, special rules of communication come into play. During this PRSA workshop the needed skills and techniques to break through and win people over in tough situations were covered, and included a group exercise putting those skills and techniques to the test. Strategies included:
Build and maintain trust and credibility with any audience;
Convey positive messages both verbally and non-verbally;
Tell good stories that convey caring and empathy;
Prepare yourself for communicating in tough situations; and,
Craft effective responses to the most difficult questions.
A partner at Potomac Communications Group in D.C., speaker Leonard S. Greenberger is the author of What to Say When Things Get Tough: Business Communication Strategies for Winning People Over When They’re Angry, Worried, and Suspicious of Everything You Say, published this year by McGraw-Hill Education. Greenberger works with hundreds of clients—including senior corporate and nonprofit executives and military officers—to prepare them to communicate in almost any situation.