1

Knowing the basic principles of communication

• Basic rules and diagram of communication: Sender, message, receiver, interference.
• Saying isn't communicating. Keys to effective communication.
• Life positions: Instituting a win-win contract with yourself and others.
• Understanding your own worldview: "the map is not the territory".
• Cognitive obstacles.

2

Knowing yourself better to communicate well

• Self-diagnosis about your form of intelligence. Your emotional intelligence.
• Assessing your self-confidence, self-esteem, persuasion skills, and stress resistance.
• Taking stock of your own assets and room for improvement in terms of verbal and non-verbal communication.
• Pinpointing your own strengths and areas of needed improvement in verbal and non verbal communication.

3

Developing assertive behavior

• Defining your role and specifying your mission in its environment: Legitimacy, credibility; recognition.
• Learning to make constructive criticism.
• Accepting criticism.
• Replacing fleeing, aggressive, or manipulative behavior with self-affirmation.
• Knowing how to make a tricky request; phrasing a refusal using the DESC method.
• Telling apart facts, opinions, feelings.

4

Paying heed to the other person through non-verbal communication

• Meaning of subconscious gestures: Self-touching, touching the other person, optimal hand positions.
• Inhabiting space and moving: Knowing how to inhabit your magic circle.
• Posture: A stable position for breathing, expressiveness, and assurance.
• Facial expressions. Gaze. Voice.

5

Confident public speaking

• Identifying different types of speaking: Conference, presentation, debate, meeting, etc.
• Self-control.
• Calming down: Checklist for gauging your command of your body, language, ideas, and emotions.
• Using mental projection tools.
• Controlling your breathing.
• Projecting your voice and modulating it.
• Starting off right and structuring your speech.
• Choosing strong words and making an argument.

6

Selling your ideas

• Assessing the situation and clarifying the goals to achieve.
• Actively listening to the other person, questioning what they're saying, exploring, rephrasing to ensure you understand.
• Finding arguments to persuade.
• Organizing your ideas in a clear, structured way.
• Addressing resistance, understanding sticking points.
• Knowing the difference between compromise and consensus/

7

Knowing how to manage delicate situations

• Understanding the causes and mechanisms of conflicts.
• Identifying different types of conflicts: Misunderstanding, conflict of interest, conflict of values, etc.
• Positioning the situation on the conflict ladder.
• Being aware of nonverbal behaviors.
• Finding ways to return to a constructive space.
• Addressing the existing conflict.
• Understanding human emotions. Situating yourself and the other person.
• Replacing “you” messages with “I” messages.
• Defusing the situation by positively influencing the other person.
• Using the DESC tool.
• Using the DESC tool.

8

Choosing the best communication channel

• Determining the right type of message for the situation.
• Thinking about the receiver and their expectations.
• Defining what makes written communication different from the telephone or face-to-face.
• Being aware of the limits of communicating by e-mail.