The Effective Manager's Communication Skills Toolbox: Active Listening, Constructive Feedback, Resolving Conflicts and Coaching

Event Information
Product Format
Prerecorded Event
60 minutes
Product Description

How Good Communication Skills Can Increase Your Effectiveness as a Manager


In order to function at maximum effectiveness, a manager must master critical communication skills, including active listening, the ability to receive and provide constructive feedback, to resolve conflicts and to coach and mentor. Without these skills and a commitment to continuously improve them, your ability to leverage your value to your manager and organization diminishes.

Are you concerned about how others are receiving you as a manager? Could you use a communication skills “refresher”, to perhaps help you take a new approach to your direct reports you find especially challenging? Would you like to leverage your value to your manager and to your organization?

If you answered “yes” to any of these questions, then come laugh, listen and learn in this session, where expert speaker Chris DeVany will lead you through all those important topics, key questions and answers that you need to be able to address effectively to improve your communication effectiveness, improve the performance of your team , and add to the bottom-line!

Session Objectives

This session will help you understand how to:

  • Listen actively
  • Receive and provide constructive feedback
  • Resolve conflicts
  • Coach and mentor

Session Highlights

This session will cover:

  • Effective listening/understanding before being understood
    • What the value of listening is
    • Why people don’t listen and the consequences
    • How to listen effectively and actively
    • Practice listening exercise
    • Responsibility of the communicator in being heard
  • Constructive feedback/gaining advice while avoiding conflict
    • The value of constructive feedback
    • Why people don’t give feedback and the consequences
    • How to give constructive feedback
    • Practice feedback exercise
    • Guidelines for the feedback receiver
  • Resolving conflicts/dealing with others’ resistance
    • The nature of resistance
    • Types of resistance
    • Typical responses to resistance
    • How to approach resistance and deal with it
    • The keys to effectively resolving conflicts
  • Making coaching work/providing guidance for improving performance
    • Characteristics of effective coaches
    • How to coach effectively
    • The value of careful listening in coaching
    • Being an effective role model
    • Using coaching to improve performance

Who Should Attend

  • CEOs
  • Senior vice presidents
  • Vice presidents
  • Executive directors
  • Managing directors
  • Regional vice presidents
  • Area supervisors
  • Managers
  • Executives
  • Senior managers
  • Managers at all levels
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About Our Speaker

Chris DeVany | Customer Service Management Speaker

Chris DeVany is the founder and president of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organization development. Pinnacle's clients include such organizations as Sage Software, Microsoft, the American Society of Association Executives, Sprint, Institute of Management Consultants, US HealthCare, General Motors, American Society for Training and Development, Morgan Stanley, Sales and Marketing Executives International, Boston Scientific and over 500 other organizations in 18 countries.

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