Improving Workplace Improving Workplace Relationships – Effectively Relationships – Effectively

Communicating with People Who Communicating with People Who Are Different Than YouAre Different Than You

October 27th, 2010October 27th, 2010

Presenter: Andrew SanderbeckPresenter: Andrew Sanderbeck

Waynesville, North CarolinaWaynesville, North Carolina

PCI WebinarsPCI Webinarswww.peopleconnectinstitute.comwww.peopleconnectinstitute.com

Foundation of LearningFoundation of Learning

Share your experiences. They Share your experiences. They provide valuable insight.provide valuable insight.

If you are doing something If you are doing something that gets the results you want, that gets the results you want, keep doing it.keep doing it.

Take the information you Take the information you learn here and put it into your learn here and put it into your own styleown style..

Goals and ObjectivesGoals and Objectives

Guidelines for Effective CommunicationGuidelines for Effective Communication Do’s and Do not’sDo’s and Do not’s The LNC’s of CommunicationThe LNC’s of Communication Enhancing Relationships AssessmentEnhancing Relationships Assessment What the Results Indicate About Your What the Results Indicate About Your

Communication StyleCommunication Style Techniques for Communicating More Techniques for Communicating More

Effectively with People Using Different Effectively with People Using Different StylesStyles

Polling Question #1Polling Question #1

The average person listens with only The average person listens with only 25% efficiency25% efficiency

TrueTrue

FalseFalse

Guidelines for Effective Guidelines for Effective Communication Communication

DO NOT make assumptions DO NOT make assumptions about language proficiencyabout language proficiency

Do not assume that a patron and co-worker:

•Speaks English fluently •Does not speak English based on their appearance or the color of their skin

•Remember, even if a person speaks English fluently, misunderstandings can still arise, and when a person is not proficient in English, misunderstandings are even more likely.

Polling Question #2Polling Question #2

I work with a diverse population of I work with a diverse population of patrons and/or coworkerspatrons and/or coworkers

YesYes

NoNo

DO NOT make assumptions DO NOT make assumptions about levels of understandingabout levels of understanding

Assuming they don’t understand may Assuming they don’t understand may cause a patron and co-workers to feel cause a patron and co-workers to feel insulted; however, assuming that they do insulted; however, assuming that they do can also be dangerous, as it may affect can also be dangerous, as it may affect communication outcomes. communication outcomes.

DO Respect different beliefs DO Respect different beliefs and attitudesand attitudes

When appropriate, ask them about their beliefs, attitudes, and experiences and then acknowledge your understanding of and respect for their views and ways of doing things.

DO Take the time to explore and DO Take the time to explore and resolve any misunderstandings. resolve any misunderstandings.

Using phrases such as “I don’t think I understand that point”, “Could you try explaining that another way?”, “Let me explain it differently”, may help in resolving misunderstandings.

Polling Question #3Polling Question #3

I am careful to keep my communication I am careful to keep my communication as simple as possibleas simple as possible

YesYes

NoNo

DO Speak clearly and slowly using DO Speak clearly and slowly using plain, straightforward languageplain, straightforward language

Certain words, phrases, or actions may have different meanings for different people. For example, most English-speaking Canadians use "yes" to indicate their agreement, but in some cultures “yes” can be a form of acknowledgment rather an indication of agreement.

DO Verify that you have been DO Verify that you have been understoodunderstood

It does not usually work to ask the other It does not usually work to ask the other person “Do you understand?”, as most person “Do you understand?”, as most people will say “yes” whether they people will say “yes” whether they understood or not. If you sense that the understood or not. If you sense that the person is unsure or confused, it may be person is unsure or confused, it may be helpful to say something like, “Just to helpful to say something like, “Just to clarify…” and then restate what you said in clarify…” and then restate what you said in a slightly different manner a slightly different manner

DO Carefully observe DO Carefully observe nonverbal responsesnonverbal responses

Be aware of the patrons and co-workers Be aware of the patrons and co-workers body language as it can provide useful body language as it can provide useful cues. For instance, if someone looks cues. For instance, if someone looks upset even after being told something upset even after being told something critical or constructive, he or she may critical or constructive, he or she may not have understood your message or not have understood your message or intention.intention.

L = LISTENL = LISTEN

External DistractionsExternal Distractions

Internal DistractionsInternal Distractions

Trigger WordsTrigger Words

JudgingJudging

L = LISTENL = LISTEN Prepare / TalkingPrepare / Talking

Meetings / AgendaMeetings / Agenda

Actively ListeningActively Listening

Rely / InterpretRely / Interpret

Mind Already Made UpMind Already Made Up

N = NOTEBOOKN = NOTEBOOK

Names (Why you should use them)Names (Why you should use them)

  

Outcomes (Not Intentions)Outcomes (Not Intentions)

  

Clarify (Before and After)Clarify (Before and After)

  

Create Bridges (A visual)Create Bridges (A visual)

CC = = COLLABORATION COLLABORATION

What it is/is notWhat it is/is not

Collaboration = working together, especially Collaboration = working together, especially with those you sees as difficult and/or with those you sees as difficult and/or differentdifferent

Collaboration isn’t inviting a bunch of people Collaboration isn’t inviting a bunch of people to a meeting at the beginning of a projectto a meeting at the beginning of a project

Collaboration isn’t working separately on the Collaboration isn’t working separately on the same project. It’s all about the „actually same project. It’s all about the „actually working together“, not just contributing working together“, not just contributing bits to a potbits to a pot

CC = = COLLABORATION COLLABORATION

Why it is rareWhy it is rare

It’s perceived as somehow fluffy, even It’s perceived as somehow fluffy, even when the benefits are so obviouswhen the benefits are so obvious

CC = = COLLABORATION COLLABORATION

When to use itWhen to use it  

at the beginning of a project, but not at the beginning of a project, but not JUST at the beginningJUST at the beginning

when you’re stuck, i.e. for trouble when you’re stuck, i.e. for trouble shooting and problem solving (this is shooting and problem solving (this is collaborating with a narrow focus)collaborating with a narrow focus)

when you’re looking for inspiration when you’re looking for inspiration (yes, wide focus)(yes, wide focus)

regularly, well, it must be trained …regularly, well, it must be trained …

Polling Question #4Polling Question #4

We could collaborate more effectively We could collaborate more effectively in our libraryin our library

YesYes

NoNo

Enhancing Daily Relationships Enhancing Daily Relationships AssessmentAssessment

New Relationship StrategiesNew Relationship Strategies

SocializersSocializers

Appreciation Appreciation RecognitionRecognitionGreat Ideas Great Ideas Spontaneity/Fun Spontaneity/Fun Follow-ThroughFollow-ThroughPeople/People People/People Influencers Influencers Positive LanguagePositive Language

Directors/EfficientsDirectors/Efficients

Get it Done…NowGet it Done…NowResultsResultsControlControlDecision-MakerDecision-MakerRude and AbrasiveRude and AbrasiveVery DirectVery DirectBe ProductiveBe Productive

Thinkers/FactualsThinkers/Factuals

Get it RightGet it RightPlanning/Organizing Planning/Organizing StructureStructureIndirectIndirectPerfectionistPerfectionistValidatedValidatedInformation and DataInformation and Data

Very Organized Work AreaVery Organized Work Area

Relaters/LoyalsRelaters/Loyals

Everybody Get AlongEverybody Get AlongCaretakersCaretakersRoutineRoutineVery CaringVery CaringGood ListenersGood Listeners

Not Taking Care of ThemselvesNot Taking Care of ThemselvesReassuranceReassurance

The Platinum RuleThe Platinum Rule

““Do Unto Others As Do Unto Others As They Would Have They Would Have Done Unto Them”Done Unto Them”

Thanks for AttendingThanks for Attending

Training with PCI Webinars!Training with PCI Webinars!

Managing Yourself Instead of Managing Time Managing Yourself Instead of Managing Time with Andrew Sanderbeckwith Andrew Sanderbeck

Wednesday November 3rd at 1:00 pmWednesday November 3rd at 1:00 pm