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Course Logistics and Introduction
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HANDOUT: Verbal Excellence
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Chapter 1: Course Overview
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Chapter 2: Developing Plans for Conflict
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Chapter 3: Difficult People and Deflecting Difficulties
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Chapter 4: The Keys To Avoiding Conflict
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Video Exercise: Carlos
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Chapter 5: Seven Elements to Overcoming Adversaries
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Video Exercise: Betty, Ted, John and Angie
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Chapter 6: Crisis Communication - De-escalating and Defusing
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Chapter 7: The Magic of Rapport
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Chapter 8: Avoiding Toxic Talk
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Chapter 9: Neuro Linguistics
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Video Exercise: Neuro Linguistics Example
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Chapter 10: Leading People and Persuading Change
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Video Exercise: Angie, Betty and Carlos
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Chapter 11: Five Tactics to Avoid Workplace Conflict
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Chapter 12: Words, Phrases and Body Language
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Active Listening - Part ONE
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Active Listening - Part TWO
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Chapter 13: Final Phrases, Thoughts and Ideas
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Verbal Excellence Final Exam
Verbal Excellence (8 Hours)Leading, Persuading and Defusing
Increasing Influence, Overcoming Adversaries & Leading People
This 8 hour course strives to help you increase your success, improve your safety in any circumstance and provide you with skills to deal with difficult people, difficult situations and violent conflicts. The specific tools include 5 tactics to avoid conflict, de-escalation and defusing components, building rapport, avoiding toxic talk, responding to threats and overcoming adversaries as well as choosing words that persuade, deflecting vs. arguing and developing plans for conflict. A certificate of completion is provided upon completion for you to print as proof of attending the training course.