1. 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

2. 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

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

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

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

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

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

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

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

10. 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

11. 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/

12. 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/

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? Poll/Vote Simulated Results o 1. Netiquette o 2. Etiquette o 3. Flame o 4. Informal o 5. Unprofessional

15. Now That’s A Fire!

16. 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.

17. 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

18. 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

19. Change Cycle Change Agents  Are the change!  Are part of the change!  Are changing by ever evolving! 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. 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