Leadership Lab
Engaging Through Your Keyboard
Rediscover
the art of influencing another person through your keyboard - reducing
conflict, stress and inefficiency. Whether it’s an email, a chat, or even
sending a letter out, craft
sharp, professional messages that hit the mark with clarity, confidence and the
right tone.
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What You Need Before Starting
Download Your Reference Guide & Workbook
This is a hands on, interactive session, requiring you to analyse examples of text provided, but also asking you to apply these skills to your own work samples.
Make sure you have at least 3 examples of previous customer communications to identify what you are doing well along with the opportunities. You will be referring to these, allowing you to apply the techniques to your own work as you go.
Learning Outcomes & What Works Against Us
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1.
Learning Outcomes
What we will learn today
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2.
What Works Against Us?
9 clangers when communicating via emails or chats
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3.
Immediate Engagement Through Niceties
Set the tone and energy
Strategic Empathy & Intent Statements
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4. Intent Statements
Why they are a powerful tool and how to use them
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5.Strategic
Empathy
The centrepiece for managing conflict and emotion
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6.
Strategic Empathy & Intent Statements
The formula to keep the
communication moving forward
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7. Find
& Acknowledge Empathy Triggers
Finding empathy triggers in your work
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8. Strategic
Empathy - Loss
Creating powerful empathy statements
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9.
How to Deal With Emotions
Addressing emotions that arise in the written
context
Language
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10.
Internal Language
How it creates a power imbalance
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11. The
Power of Seasoned Language
How to get our intended audience on-side
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12.
Neutral Language
You, me and blame
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13.
What is Pointed Language?
Neutralising language that causes friction and conflict
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14.
Neutralising Pointed Language
Neutralising pointed language in your work
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15.
Negative Language
Put it in the bin
Delivering Bad News
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16.
How to Deliver Bad News
The art of delivering unpalatable news
Authors
