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By Colleen L. Keeton-Sims AIM-IRS-ATL Chapter, President & Collette L. Keeton,

How to Communicate With Diplomacy & Tact A Presentation At The National 44 th ABMTS 2013 Conference for the Association for the Improvement of Minorities in IRS (AIM-IRS). By Colleen L. Keeton-Sims AIM-IRS-ATL Chapter, President & Collette L. Keeton,

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By Colleen L. Keeton-Sims AIM-IRS-ATL Chapter, President & Collette L. Keeton,

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  1. How to Communicate With Diplomacy & TactA Presentation At The National 44th ABMTS 2013 Conferencefor the Association for the Improvement of Minorities in IRS (AIM-IRS) By Colleen L. Keeton-Sims AIM-IRS-ATL Chapter, President & Collette L. Keeton, AIM-IRS-ATL Chapter, CAMP Director & Co-Scholarship Chair

  2. Come Correct! In Communicating With Diplomacy & Tact • Mind the 12 C’s- By using the right choice of voice, openness, progression, & lift to… • Communicate: 1 C • With: 2 C’s • Diplomacy: 7 C’’s • And: 1 C • Tact: 1 C Operational Definitions

  3. Communication Interaction Assessment Assessment Available at: http://www.shsu.edu/~staffcouncil/documents/CommunicatewithDiplomacyandTact_000.pdf

  4. Enemy—Disagree Difficult Conflict Limited Friend—Agree • Amicable • Collaborate • Unlimited Frienemy: Agree to Disagree Animations source: http://www.lifeshore.com/smiley/

  5. IRS Headquarters Departments Teams or Groups AIM • National • Regional • Chapter Types of Communication www.aimirs.org and www.irs.gov

  6. Electronic Messages • Meetings • Conferences • Memos • Letters • Other Correspondence Types p. 1 Common Communications That Require Diplomacy & Tact

  7. In-Person • Phone • Online • Hearings • Tribunals • Audits Types p. 2 Image Source: http://www.comprofessor.com/ Make or Break Communications With Lasting Impressions

  8. Arenas Social Networks Memberships Demeanor • Formal • Informal Types p. 3 Image Source: www.reply-mc.com

  9. Dynamic Communications SAVE Face Reputation The Day Company Relationships Interactive Communications • Non-verbal • Indirect Types p. 4 K-F-D Communication Model Extension Activity

  10. Filtered Communications • Speaking • 3 P’s • Body Language • Agendas • Personal • Professional • Political • Media • Public Types p. 4 Agenda Theory Model Chart Source: http://www.agendasetting.com/index.php/agenda-setting-research

  11. Emotions In Messages Emoticons Feeling Words Emotional Literacy Intelligences in messages 9 Multiple Intelligences EIQ IQ Warning Word Choices Concerns Quorum Vote Tone Messages • Positive • Neutral • Negative Types p. 5 Reasons • Informational • Persuasive • Political or Divisive Image Source: http://www.fg-a.com/

  12. Who?, What? Where?, When? Why?, How? Types: • Professional or Company-cc • Comments & Feedback-reply • Private-bcc • With Attachments • Discussion Boards • Flames • Personal • Legal Considerations • Format • Platform • Purpose Electronic Messages Discuss: Image Source: http://www.fg-a.com/

  13. Electronic Message Scenario From: Manager, Supervisor, Boss, etc. Sent: Day of the Week, Date, 2013 TIME: AM/PM To: Employee cc: NB bcc: All BOD, EB, RB and those in DNNTK status Subject: Concern Your last set of communications, job-tasking, long [who has time to read it!], incoherent e-mails and overall performance on the job are suffering. I also noticed that you do not look well and that you got to the scheduled meeting late yesterday. You have a letter of referral (write-up) attached to this message since as stated above your performance is ineffective and needs improvement at best. A signed copy will be placed in your box. If you need any assistance feel free to contact me or any of the supervisors on the board. NB=National Board; BOD=Board of Directors; Executive Board; Regional Board and NNTK= Do Not Need To Know

  14. What Type of Electronic Message Is This? Simulated Results Poll/Vote • 1. Netiquette • 2. Etiquette • 3. Flame • 4. Informal • 5. Unprofessional

  15. Now That’s A Fire! Images Source: http://www.animationlibrary.com/

  16. FireFighters Fire Onlookers to Watchers FireStarters • Torch Background • People • Place • Things • Torch Enjoyment • Relationship Burning • Hostile Environment Supporter • Possessive/Obsessive With Divisive Bents Damage Control • Approachable • Healthy Workplace Advocate • Shares Freely: Compliments, Credibility, Ideas, Strategies, Techniques, Policies, Protocols, etc. Images from Instragram.com http://www.lifeshore.com/smiley/ and http://www.animationlibrary.com

  17. Emotional EBA’s - Trust High EIQs Whole-employee Image Source: www.lifehappens.org Relationships • Strong • Positive • Growing Take It To The Bank! Types of Bank Accounts Covey, S. (2000). 7 Habits of Highly Effective People Mini-Book. http://ebookbrowse.com/theemotionalbankaccount-pdf-d301987202

  18. Reputable Decency Honesty Progressively Love Personal Professional • Passion • Proficiency • Competency • Credibility • Company’s best interest Take It To The Bank! Types of Bank Accounts p. 2 Microsoft Clip Art Gallery Image

  19. Change Agents Are the change! Are part of the change! Are changing by ever evolving! Change Cycle Change Coskun & Krdzalic, (n.d.)

  20. Questions Middle Image Source: www.marysrosaries.com/ End Images Source:

  21. References agendasetting.com. (n.d.). Agenda setting theory. Retrieved from http://www.agendasetting.com/index.php/agenda-setting-theory agendasetting.com. (n.d.). Agenda setting research. Retrieved from http://www.agendasetting.com/index.php/agenda-setting-research agendasetting.com. (2006, October 11-13). Manage your reputation!. Retrieved from http://www.agendasetting.com/2006/Manage_Your_Reputation.pdf Carnegie, D. (2011, March 1). 6 rules for communicating with diplomacy and tact. Retrieved from http://blog.dalecarnegie.com/leadership/6-rules-for- communicating-with-diplomacy-and-tact/ Coskun, M. & Krdzalic, A. (n.d.). The characteristics of change agents in the context of organizational development. Retrieved from https:// gupea.ub.gu.se/bitstream/2077/10532/1/gupea_2077_10532_1.pdf Covey, S. (2008, December 5). Most important habit?. Retrieved from http:// www.stephencovey.com/blog/?cat=38 Covey, S. R. (2000). The 7 habits of highly effective people..

  22. References Gallopin, L. (2008, December 28). Know-feel-do= bottom line of communication. Retrieved from http://www.reply-mc.com/2008/12/28/know-feel-do- bottom-line-of-communication/ Jensen, W. D. (2003, October). Chapter 3: The simplicity survival handbook. Retrieved from http://www.yale.edu/fin-bus/resources/docs/ SurvHandbookChap3.pdf Myrick, S. (n.d.). Feeling words / emotion words list. Retrieved from http:// eqi.org/myrick.htm Vrla, K. (n.d.). Communicating with diplomacy and tact. Retrieved from http://www.kelliv.com/articles/All%20Dental%20Conferences%20Kelli %20Vrla%20Communicating%20With%20TACT%20Handout%20BONUS %20RECAP%20GREAT%20STUFF.pdf Westside Toastmasters. (n.d.). Chapter 2-the order of a business meeting. Retrieved from http://westsidetoastmasters.com/resources/roberts_rules/chap2.html

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