“Know first, who you are; then adorn yourself accordingly.”

– Epictetus



Appearance and impressions count. From appropriate dress to manners and etiquette, this module will help participants be perceived well by customers and co-workers. See how presentations and personal confidence are bolstered by applying these techniques.

Communication Workshop 1APPEARANCE
“I See What You’re Saying”


  • Create a professional appearance – clothing, grooming, visage
  • Sell yourself first – first impressions last
  • Discover the importance of “attention to detail”
  • Promote employee comfort level – physical and psychological
  • Accelerate employee development and productivity
  • Enhance company image and profitability

Visual Communication Tools

  • The Value of Classic Style
  • The Impact of Color
  • Advantages of Compatible Fabrics
  • Camouflage Techniques – Accentuate the Positive
  • Cost-Effective Purchasing – Invest in Yourself
  • Continuity and Consistency – The Keys to Trust

Communication Workshop 2 – Body LANGUAGE
“The Silent Shout”

Non-verbal messages “spoken” through body language, either confirm or contradict verbal messages. When body language and spoken language are incongruent, the postures, gestures and expressions speak the truth with. A SILENT SHOUT.
– Grant


  • Discover how non-verbal messages are sent, received, interpreted
  • Project confidence and establish instant credibility
  • Establish integrity and trust

Body Language Tools

  • Power-full vs. Power-less body Language
  • Postures, Stances and Strides
  • Handshakes, Eye Contact and Facial Expressions
  • Gestures and Gesture Clusters
  • Personal Space
  • Territorial Rites and Rights

Communication Workshop 3 – CONDUCT AND MANNERS
“Social Graces for Business Places”

“Good Manners are always noticed and appreciated. Not-so-common courtesies demonstrate awareness of others, make people feel comfortable, and are the keystone of good human relationships.”
– Grant


  • Learn appropriate courtesies and conduct
  • Appreciate global cultural differences
  • Communicate company image, values and culture
  • Gain & retain positive business relationships
  • Sharpen skills to hone the competitive edge

Business Conduct and Manners Tools

  • How Introductions Work
  • Gender Guidelines
  • The Role of Deference
  • Courteous Communications and Interactions
  • Rules of Business Socializing
  • Business Entertaining as Host or Guest

Communication Workshop 4 – VOCAL COMMUNICATION TOOLS

“When we meet someone over the phone, there is no visual message. Consequently, our vocal and verbal messages account for 100% of the BELIEVABILITY of the message.”
– Grant


  • Increase positive vocal skills
  • Listen to caller needs
  • Use professional verbal skills
  • Ask appropriate questions
  • Build rapport with the caller
  • Open dialogue that leads to resolution
  • Choose affirmative attitude
  • Develop phone power

Phone Power Tools

  • Phone Power Assessment
  • Four Elements of Vocal Power
  • Two Components of Verbal Power
  • Four A’s of Active Listening
  • Three Rapport Building Techniques
  • Attitude Adjustment Techniques

Communication Workshop 5 – LISTENING SKILLS
“Two Ears; One Mouth”

“Listening with purpose, focus, clarity, and awareness of behavioral indicators enables us to adapt our listening approach to meet the needs of every situation.”
– Grant


  • Explore, understand and improve personal listening skills
  • Match listening approaches to improve communication
  • Listen to understand the non-verbal message
  • Respond to the substance of the message
  • Build communication bridges; not barriers
  • Increase Trust; reduce conflicts
  • Improve individual and team performance

Listening Tools

  • Personal Listening Style Assessment
  • Personal Strengths Assessment
  • 5 Listening Styles
  • Non-Verbal Communication Tools
  • Positive, Effective Listening Tools

Communication Workshop 6 – VERBAL COMMUNICATION TOOLS:

“Effective spoken communication is a learned skill that everyone needs to acquire, along with technical knowledge and business experience.”
– Grant


  • Convert fear and nervousness into enthusiasm and energy
  • Project positive platform presence
  • Develop persuasive verbal communication skills
  • Support technical skills with positive presentation skills
  • Reinforce verbal communication with effective non-verbals
  • Promote self, ideas, products and services with confidence
  • Accelerate employee development and productivity

Confident Speaking and Presentation Tools

  • Verbal Messages. “What You Say…”
  • Visual Messages. “How They See It…”
  • Values. “What You Believe…”
  • Validity. “What They Believe…”

Communication Workshop 7 – ASSERTIVENESS SKILLS
“Actions, Reactions and Pro-Actions”

“Assertive behavior is the most effective communication style to minimize conflict, develop powerful interpersonal relationships and get positive results.”
– Grant


  • Understand your basic human rights
  • Increase self-awareness and self-appreciation
  • Identify various communication styles
  • Deal effectively with manipulation and criticism
  • Communicate positively with different or difficult people
  • Project instant confidence and credibility
  • Enhance company productivity and profitability

Assertive Communication Tools

  • Philosophy of Assertive Response
  • Assertiveness Assessment Tool
  • Three Step Process of Emotional Response
  • Four Assertive Behavioral Styles
  • Four Techniques to Manage Conflict
  • Seven Silent Voices of body Language
  • Say “NO” Without Guilt