How to Communicate With Diplomacy & Tact
A Presentation At
The National 44th 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
Assessment Available at: http://www.shsu.edu/~staffcouncil/documents/CommunicatewithDiplomacyandTact_000.pdf
Animations source: http://www.lifeshore.com/smiley/
www.aimirs.org and www.irs.gov
Image Source: http://www.comprofessor.com/
Image Source: www.reply-mc.com
K-F-D Communication Model Extension Activity
Agenda Theory Model Chart Source: http://www.agendasetting.com/index.php/agenda-setting-research
Image Source: http://www.fg-a.com/
Electronic Messages
Types:
• Professional or Company-cc
• Comments & Feedback-reply
• Private-bcc
• With Attachments
• Discussion Boards
• Flames
• Personal
• Legal
Discuss:



Considerations
Who?, What?
Where?, When?
Why?, How?
Format
Platform
Purpose
Image Source: http://www.fg-a.com/
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
What Type of Electronic Message
Is This?
Simulated Results
Poll/Vote
o
o
o
o
o
1. Netiquette
2. Etiquette
3. Flame
4. Informal
5. Unprofessional
Unprofessional
5%
Type of Electronic Message
Netiquette
3%
Etiquette
2%
Informal
10%
Netiquette
Etiquette
Flame
Informal
Flame
80%
Unprofessional
Now That’s A Fire!
Images from Instragram.com
http://www.lifeshore.com/smiley/
and http://www.animationlibrary.com
Image Source: www.lifehappens.org
 Strong
 Positive
 Growing
 EBA’s - Trust
 High EIQs
 Wholeemployee
Covey, S. (2000). 7 Habits of Highly Effective People Mini-Book.
http://ebookbrowse.com/theemotionalbankaccount-pdf-d301987202





Passion
Proficiency
Competency
Credibility
Company’s
best interest





Reputable
Decency
Honesty
Progressively
Love
Microsoft Clip Art Gallery Image
Middle Image Source: www.marysrosaries.com/
End Images Source:
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-forcommunicating-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..
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-dobottom-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