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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, AIM-IRS-ATL Chapter, CAMP Director & Co-Scholarship Chair
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Operational Definitions 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 Come Correct! In Communicating With Diplomacy & Tact
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Communication Interaction Assessment Assessment Available at: http://www.shsu.edu/~staffcouncil/documents/CommunicatewithDiplomacyandTact_000.pdf
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Frienemy: Agree to Disagree Friend—Agree Amicable Collaborate Unlimited Enemy—Disagree Difficult Conflict Limited Animations source: http://www.lifeshore.com/smiley/
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Types of Communication AIM National Regional Chapter IRS Headquarters Departments Teams or Groups www.aimirs.orgwww.aimirs.org and www.irs.govwww.irs.gov
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Types p. 1 Electronic Messages Meetings Conferences Memos Letters Other Correspondence Common Communications That Require Diplomacy & Tact
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Types p. 2 In-Person Phone Online Hearings Tribunals Audits Make or Break Communications With Lasting Impressions Image Source: http://www.comprofessor.com/
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Types p. 3 Demeanor Formal Informal Arenas Social Networks Memberships Image Source: www.reply-mc.com
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Types p. 4 Interactive Communications Non-verbal Indirect Dynamic Communications SAVE Face Reputation The Day Company Relationships K-F-D Communication Model Extension Activity
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Types p. 4 Speaking 3 P’s Body Language Agendas Personal Professional Political Media Public Agenda Theory Model Chart Source: http://www.agendasetting.com/index.php/agenda-setting-research FilteredCommunications
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Types p. 5 Tone Positive Positive Neutral Negative Emotions In Messages Emoticons Feeling Words Emotional Literacy Intelligences in messages 9 Multiple Intelligences EIQ IQ Warning Word Choices Concerns Quorum Vote Reasons Informational Persuasive Political or Divisive Messages Image Source: http://www.fg-a.com/
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Electronic Messages Considerations Format Platform Purpose Who?, What? Where?, When? Why?, How? Types: Professional or Company-cc Professional or Company-cc Comments & Feedback-reply Comments & Feedback-reply Private-bcc Private-bcc With Attachments With Attachments Discussion Boards Discussion Boards Flames Flames Personal Personal Legal Legal Discuss: Image Source: http://www.fg-a.com/
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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
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What Type of Electronic Message Is This? Poll/Vote Simulated Results o 1. Netiquette o 2. Etiquette o 3. Flame o 4. Informal o 5. Unprofessional
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Now That’s A Fire!
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Damage Control Fire Starters Torch Background People Place Things Fire Fighters Images from Instragram.com http://www.lifeshore.com/smiley/ and http://www.animationlibrary.com Torch Enjoyment Relationship Burning Hostile Environment Supporter Possessive/O bsessive With Divisive Bents Fire Onlookers to Watchers Approachable Healthy Workplace Advocate Shares Freely: Compliments, Credibility, Ideas, Strategies, Techniques, Policies, Protocols, etc Shares Freely: Compliments, Credibility, Ideas, Strategies, Techniques, Policies, Protocols, etc.
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Take It To The Bank! Types of Bank Accounts Relationships Strong Positive Growing Emotional EBA’s - Trust High EIQs Whole- employee Covey, S. (2000). 7 Habits of Highly Effective People Mini-Book. http://ebookbrowse.com/theemotionalbankaccount-pdf-d301987202 Image Source: www.lifehappens.org
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Take It To The Bank! Types of Bank Accounts p. 2 Passion Proficiency Competency Credibility Company’s best interest Reputable Decency Honesty Progressively Love Professional Microsoft Clip Art Gallery Image Personal
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Change Cycle Change Agents Are the change! Are part of the change! Are changing by ever evolving! Coskun & Krdzalic, (n.d.)
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Questions Middle Image Source: www.marysrosaries.com/ End Images Source:
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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..
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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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