Listening Between the Lines: Effective Communication Skills
Wednesday, 28 February 2024 • 1-2:30 p.m. EST
One of the common threads among successful young professionals in any industry is their ability to communicate intentionally, effectively and do it empathetically. On a daily basis, we work with people who have different opinions, values, beliefs and needs than our own. In the fast-paced steel industry today, our ability to exchange ideas with others, understand others' perspectives, solve problems, and successfully utilize the steps and processes presented in this keynote will depend significantly on how effectively we are able to communicate with others.
Effective communication is our most powerful persuasive and influential tool, and is probably the best kept secret of the top organizations in the world. In his usual upbeat, entertaining and content-driven style, Certified Speaking Professional Jeff Tobe encourages participants to gain the “edge” that will take them to the next plateau as this crazy profession continues to change.
Key points to be highlighted include the following:
Hearing vs. listening to our clients.
Changing roles to being the “seeker of information.”
Understanding the “filters” through which we all receive information.
9 techniques to being a better, more effective listener on the telephone or in person.
How to deal with difficult internal and external “customers.”
Looking at communication as a tool to achieve success.
Presenter: Jeff Tobe
Certified Speaking Professional Jeff Tobe’s credentials are impressive. Insider Magazine dubbed him “The Guru of Customer Experience” and readers of Convention & Meetings Magazine chose him as one of their favorite speakers along with other celebrities including Bill Clinton, Anderson Cooper, Condoleezza Rice and Daniel Pink. He is a creativity and customer service experience trainer, professional speaker, and bestselling author who works with companies and organizations who want to increase their bottom line by changing their customer experience and retaining great talent.
After having started and sold three successful businesses, Tobe founded Coloring Outside the Lines in 1996 and since then has worked with hundreds of clients ranging from firms with less than 20 employees to Fortune 500 companies including Microsoft, PepsiCo, Bank of America, ReMax International and many more!
Jeff Tobe’s most requested virtual or live programs focus on creativity/innovation, customer service experience and employee engagement. His high-energy, high-fun and high-content programs create the ideal presentation for any kind of corporate or educational forum. As a trainer, he has guided thousands of people to understand their role in the end-to-end customer service experience focusing on skills-based training.
Tobe’s articles have been read in hundreds of publications and he is the author of the hugely popular book, Coloring Outside the Lines. He is the co-author of three other books and his newest book, The CX Edge; Customer Experience Questions to Help You ATTRACT, KEEP and WOW Customers, is quickly becoming one of the hottest business books on the market. He is also the creator of the Touch Point Focus initiative in which he takes organizations through a one-year CX journey to make them the Employer of Choice and the Vendor of Choice in their industry.
Moderator: Liz Hunter, PGL Process Engineer, Nucor Steel Gallatin
Liz Hunter has over 10 years experience in the steel industry serving in various positions at different companies. The majority of her career has been spent with Nucor in cold rolling and galvanizing at Nucor Steel–Berkeley, Nucor JFE Steel Mexico, and Nucor Steel Gallatin, where she currently works. She has a B.S. degree in metallurgical and materials engineering from Colorado School of Mines and an M.B.A. from the University of California at Riverside. She’s been a member of AIST since she was a student and received an AIST Foundation Scholarship and then immediately got involved as a Young Professional. Hunter has served as a Member Chapter officer, Cold Sheet Rolling Technology Committee training co-chair, Cold Rolling Technology Training Conference presenter, and a member of the Young Professional’s steering committee.