Building Relationships Through Effective Communications
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Transcript of Building Relationships Through Effective Communications
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DALE CARNEGIE TRAINING
Building RelationshipsThrough
Effective Communications
Jeff ShimerJeff Shimer
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DALE CARNEGIE TRAINING
Dr. Death?Dr. Death?
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DALE CARNEGIE TRAINING
Janet the Janet the ““Nice Auditor”Nice Auditor”
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DALE CARNEGIE TRAINING
Hierarchy of Needs
Survival
Security
Belonging
Importance
Self-actualization
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DALE CARNEGIE TRAINING
Which Do You Want To Be?Which Do You Want To Be?
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DALE CARNEGIE TRAINING
Linear Communications
Linear communication typically includes: Reports E-mails Letters
Voice mail
Sender Receiver
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DALE CARNEGIE TRAINING
Interactive Communication
Interactive communication typically includes:Phone callsGroup meetings1 on 1 meetingsTeleconferencesVideo conferencing
Message
Feedback
ReceiverSender
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DALE CARNEGIE TRAINING
The Communication Cycle of an Effective Leader
MessageMessage
FeedbackFeedback
Relationship
Filter
Filter
Filter
Filter
ReceiverSender
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DALE CARNEGIE TRAINING
Strength-Centered Compliments
ThingsAccomplishments or ActionsPersonal Traits
What To Compliment:
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DALE CARNEGIE TRAINING
Credible Praise
For the highest credibility, combine the noting of specific accomplishments
with recognition of the person’s personal qualities, strengths and
traits that made those accomplishments possible
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DALE CARNEGIE TRAINING
Strength-Centered Compliments
Accomplishment or ActionPersonal TraitEvidenceAsk a Question
How To Compliment:
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DALE CARNEGIE TRAINING
Showing Appreciation
“One strength or quality I see in you is… The reason I say that is…”
Or “You did ___ very well because…. The strength you have shown here is…”
Ask a question to get them talking
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DALE CARNEGIE TRAINING
Cushions
Build RapportSoften Resistance Show Respect
Avoid “But”& “However”
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DALE CARNEGIE TRAINING
The 5 R’s
Rapport
Relate Findings
Recommend
Review Purpose
Reassure
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DALE CARNEGIE TRAINING
Selling Your Ideas
A Quick Quiz
Ask Questions
Talk in Terms of Their Interests
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DALE CARNEGIE TRAINING
Levels of Listening
Ignore
Pretend
Selectively
Attentively
Empathetic
Listen
ing
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DALE CARNEGIE TRAINING
LADDER to Listening
Look at the Other PersonAsk QuestionsDon’t InterruptDon’t Change the SubjectExpress Emotion w/ ControlRespond Appropriately
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DALE CARNEGIE TRAINING
The Difference...
Listening to Learn
Listening to RespondVS.
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DALE CARNEGIE TRAINING
Thank You
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DALE CARNEGIE TRAINING
People Support a World They Help Create
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DALE CARNEGIE TRAINING
Strengthen Relationships
Don’t criticize, condemn or complain Give honest, sincere appreciation Arouse in the other person an
eager want Become genuinely interested in
others Smile
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DALE CARNEGIE TRAINING
Strengthen Relationships
Remember names Be a good listener Talk in terms of the other person’s
interests Make the other person feel important
and do it sincerely.
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Maintaining Accountability
TheProcess
Usersof the
Process
Ownersof the
Process
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DALE CARNEGIE TRAINING
Holding People Accountable
Put it limboNo decisions are made
Establish accountabilityAccountability is assigned to
another person
Buy it backDelegation is negated
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DALE CARNEGIE TRAINING
Empowerment Analysis
“Should B
e”
Perform
ance
Standard
sControl Limits Control Limits
Subtle Deviations
Obvious Deviations
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Cycle of Accelerated Learning
Habit Skill
Attitude Knowledge
Need toWant toCan do
Will doShow me how
Right with strong coaching
The knowledge trap
Fundamentals Concepts Principles
Practice
More coachingFeedbackFollow-upAccountabilityMeasurementRecognition
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DALE CARNEGIE TRAINING
Today’s Business Reality
Time
QualityCost
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DALE CARNEGIE TRAINING
Tyranny of the Urgent
Urgent Not Urgent
Important
Not Important
ICrisis
DeadlinesMeetingsRepairs
II PlanningClarifying Values
RelationshipsVision
Process- Improvement
IIIPhone calls
InterruptionsMail
ReportsDrop-ins
IVTrivia
“Escapes”Junk Mail
Busy Work