Management Training Series
70
Effective Communications DECEMBER 12, 2018 Verbal * Non-Verbal * Written
Transcript of Management Training Series
Effective
CommunicationsDECEMBER 12, 2018
Verbal * Non-Verbal * Written
WELCOME & ICE BREAKER
WELCOME
Name, Title/What you do?
Format: Interactive!
Ice-Breaker
SIMILARITIES & DIFFERENCES
4 Teams – 1 Scribe on each team
Find 5 similar “characteristics” (non-appearance based) of the whole team (5 min)
Find 5 “characteristics” (non-appearance based) that NO ONE ELSE in the group has (5 min)
EFFECTIVE COMMUNICATIONS
AGENDA
* COMMUNICATIONS
Structure
Channels
Barriers
* LISTENING
Feedback
Coaching
* CONTEXT
* NON-VERBAL
Emotional Intelligence
Body Language
Signals
* LISTENING (again!)
* WRAP UP
EFFECTIVE COMMUNICATIONS -
Verbal
Good communication skills are the tools that avoid or overcome
barriers to effective communication.
EFFECTIVE COMMUNICATIONS -
Verbal
EFFECTIVE COMMUNICATIONS -
VerbalRegroup with different partners and brainstorm
“What are some of the different Channels to
communicate information?”
EFFECTIVE COMMUNICATIONS –
Channels
Internet Portal
Text
Cell phone
Landline
Fax
Electronic bulletin
Skype / GoTo
Employee handbook
Face-to-face
Handwritten or typed Letter
Memo
Public communication
Radio
Symbols / Graphs
Sign language
Smoke signals
Refers to the way communications flows within the organization
EFFECTIVE COMMUNICATIONS -
Verbal
EFFECTIVE COMMUNICATIONS -
VerbalStay in your group and brainstorm
“What are some of the different
Barriers to communication?”
EFFECTIVE COMMUNICATIONS –
Barriers
Inaccurate data
Incomplete information
Information overload
Emotional distractions
Physical Health
Mental health
Language
Physical location
Muddled connection
Lack of common point of reference
Lack of supervision/training
Lack of clarity
EFFECTIVE COMMUNICATIONS -
Verbal
EFFECTIVE COMMUNICATIONS
2-Way Process
Why are good communication skills Important?
Exercise
On a yellow sticky note, write down…
The most frequent issue/challenge you have regarding current communications
with your Leadership classmates
The most appreciative comment you have regarding current communications
with your Leadership classmates
EFFECTIVE COMMUNICATIONS
T = Transparency
R = Respect
U = Unite the Team
S = Show You Care
T = Trust Building Activities (Walk the Talk!)
EFFECTIVE COMMUNICATIONS –
Initial Conversation
Be timely
It is necessary to “Frame” your conversation before starting?
Be clear / KISS
Be calm and composed
Be nonjudgmental
Be considerate / Pay attention
Maintain eye contact
Be positive
“Learn” to listen
EFFECTIVE COMMUNICATIONS –
Listening
“Learn” to listen
Sound Expert Julian Treasure
EFFECTIVE COMMUNICATIONS –
Listening
“Learn” to listen
Take 3 minutes and LISTEN
What did you hear?
EFFECTIVE COMMUNICATIONS –
Listening for Feedback
RASA – Receive, Appreciate, Summarize, Ask
Learn to listen to give good Feedback
EFFECTIVE COMMUNICATIONS –
Feedback
1. Set clear expectations
2. Remember that conversation and feedback is a 2-way street.
3. Be specific
4. Give feedback promptly.
5. Don’t speculate, assume, make judgment or criticize
SITUATION – BEHAVIOR – IMPACT (SBI) FEEDBACK TOOL
1. Situation - Define the where and when of the situation you're referring to.
This puts the feedback into context and gives the other person a specific setting
as a reference.
2. Behavior - Describe the specific behaviors that you want to address, BUT only
communicate the behaviors that you observed directly. (You must not make
assumptions or subjective judgments about the behavior.)
3. Impact - Use "I" statements to describe how the other person's action has
affected you or others.
EFFECTIVE COMMUNICATIONS –
Feedback
EFFECTIVE COMMUNICATIONS –
Feedback
1. Situation – At _______, I’ve noticed….
2. Behavior - you’ve been _________. We need ___________ (expected goal)...
3. Impact – so as not to (cause further delays or costs) _________.
4. Suggest or Request a Solution – Tomorrow (or in the next order), let’s do this _________.
What is one solution we could try to get us closer to the goal?
Then ASK for Feedback!
EFFECTIVE COMMUNICATIONS –
Feedback
So let me make sure I heard you correctly…
1. Because of (situation)….
2. You feel we should try this_________ (impact)
3. In order to reach this __________ (expected goal or behavior).
As the responder…. Provide feedback (decoding) the message you’ve heard.
EFFECTIVE COMMUNICATIONS –
Feedback
1. Situation – At _______, I’ve noticed….
2. Behavior - you’ve been _________. We need ___________ (expected goal)...
3. Impact – so as not to (cause further delays or costs) _________.
4. Suggest or Request a Solution – Tomorrow (or in the next order), let’s do this _________.
What is one solution we could try to get us closer to the goal?
Then ASK for Feedback!
EXERCISE: Pair off in teams of 2 people. Taking our suggestions from the
board, take 2 minutes to practice (then switch)
EFFECTIVE COMMUNICATIONS
Coaching
EFFECTIVE COMMUNICATIONS
Context
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
Stay in your lane or Swerve
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
Beloit College Mindset List
themindsetlist.com
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
Corpus CallosumThe Prefrontal Cortex: (PFC)
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
Emoticon - Emoji
;-)
<3
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
CONTEXT
Point of Reference
Gender
Age
Our unique biases
Culture
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS
Think back to the beginning…and DISCUSS
Has the culture or communications of the Leadership
Venango team changed?
Do you notice any biases or challenges with regard to
“context”?
Where do we have room for improvement?
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS -
Non-verbal Over 70% of all communication is non-verbal
If there’s conflict in the message between verbal/non-verbal…
EFFECTIVE COMMUNICATIONS -
Non-verbal
KINESICS
Visible body movements, eye contact, facial expressions, body posture
EMOTIONAL INTELLIGENCE
The skill in perceiving, understanding, and managing emotions and feelings
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS –
Non-verbal
MINDSET
Preconceived
Subconscious
EFFECTIVE COMMUNICATIONS -
Non-verbal KINESICS – HAPTICS - PROXEMICS
Visible body movements, eye contact, facial expressions, body posture,
personal space, etc.
EFFECTIVE COMMUNICATIONS -
Non-verbal KINESICS
Visible body movements, eye contact, facial expressions, body posture,
personal space, etc.
EFFECTIVE COMMUNICATIONS -
Non-verbal
3 TYPES of BODY LANGUAGE based on BRAIN FUNCTIONS
LOOKERS (75%)
Brain thinks in pictures & images
Stands tall
Dress is important
Wrinkles in forehead
Thin lips
Lots of eye contact
Words that build rapport (Visual component):
I see what you mean. Look at this. Let’s picture working towards that.
EFFECTIVE COMMUNICATIONS -
Non-verbal
3 TYPES of BODY LANGUAGE based on BRAIN FUNCTIONS
LISTENERS (20%)
Brain thinks in words & sounds
Looks down & to the left
Dress is not as important
Puts head in her hand
May mumble or talk to themselves
Pen clickers
Words that build rapport (Auditory component):
That sounds good to me. Let’s talk this over.
EFFECTIVE COMMUNICATIONS -
Non-verbal
3 TYPES of BODY LANGUAGE based on BRAIN FUNCTIONS
TOUCHER (5%)
Brain thinks in feelings & tactily
Are huggers
Dressed for comfort rather than style
Looks down
Lean in to decrease space
Reach out and touch arm when talking
Words that build rapport (Feeling component):
I want to hear how you feel about that. Let’s get in touch to discuss this.
EFFECTIVE COMMUNICATIONS
4 CATEGORIES of NON-VERBAL SIGNALS
Asethetic – creative expression (art, music, theater)
Visible - bodily movements (smile, wink, frown)
Signs – signals used for special meaning (flowers, 21-gun salute, breaking a pencil,
wearing sunglasses)
Symbols – material objects that reflect social status (fast car, run down truck, clothes)
Beware of assumptions!
EFFECTIVE COMMUNICATIONS
4 CATEGORIES
Asethetic
Visible
Signs
Symbols
EXPRESSION
IMPRESSION
EFFECTIVE COMMUNICATIONS -
LISTENING
EFFECTIVE COMMUNICATIONS
“LISTENING is our access to UNDERSTANDING.
CONSCIOUS listening always creates UNDERSTANDING.”
Sound Expert Julian Treasure
EFFECTIVE COMMUNICATIONS
LISTENING EXERCISE
Get a piece of blank paper
Pair up in teams of 2 people.
Choose an “A” person and a “B” person.
In a moment I will ask you to sit back-to-back.
EFFECTIVE COMMUNICATIONS
Person “A” person will draw 3 abstract designs on their paper.
LISTENING EXERCISE
EFFECTIVE COMMUNICATIONS
LISTENING EXERCISE
Without stating what the shape is, Person “A” will now describe their drawing to
person “B”
Person “B” will now draw it on their own paper
4 Minutes – then stop!
EFFECTIVE COMMUNICATIONS
We will repeat the exercise however Person “B” will now go first
and draw an object, without naming what the object is, describe it to Person
“A” who will draw it
4 Minutes – then stop!
What did we learn?
EFFECTIVE COMMUNICATIONS
Clarity is required
Point of Reference
Must have congruency between our verbal and non-verbal communication!
What did we learn?
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS -
WRITTEN
WHY is it IMPORTANT?
Creates a permanent legal record
Represents our Company (image/brand)
Efficient way to communicate
Establishing or Maintaining a Relationship
EFFECTIVE COMMUNICATIONS -
WRITTEN
5 COMMON MISTAKES
#1 – Don’t take Shortcuts
(…and be Professional!)
“TBH Id just take the crap down to the other end of the desk & lay
it by the fron tof door & somebody else can pitch it jk”
Take Notes
Accuracy counts
Include ALL Data
5 COMMON MISTAKES
#2 – Don’t deliver bad news by email
EFFECTIVE COMMUNICATIONS
Why? Doesn’t allow you to soften difficult
messages with non-verbal cues.
5 COMMON MISTAKES
#3 – Don’t use a one-size-fits-all approach
to communication
EFFECTIVE COMMUNICATIONS
Why? Some messages are more urgent. Some
more sensitive. Some complex.
5 COMMON MISTAKES
#4 – Reacting, not responding
EFFECTIVE COMMUNICATIONS
EFFECTIVE COMMUNICATIONS
5 COMMON MISTAKES
#5 – Do you assume they understood you?
EFFECTIVE COMMUNICATIONS
Add in #6 – DON’T MAKE ASSUMPTIONS about the intent
of what is being said AROUND us either
WRAP UP & INSTRUCTIONS
WRAP UP
Effective Communication Skills: Verbal – Non-verbal – Written
WHY…
Good COMMUNICATION SKILLS are important
SITUATION – BEHAVIOR – IMPACT (SBI) Feedback Tool
Difference between channels and barriers and how they affect communications
70% of all communication is Non-Verbal
Listening with intent is critically important and that it’s a skill that can be learned
Feedback/RASA = Receive, Appreciate, Summarize, Ask
Age, Gender, Biases, Culture and Point of Reference are so important to consider
Model the body language and behaviors you see whether Looker, Listener or Toucher
We need to “respond” rather than “react”
Be sure we do not make assumptions either about what is being said TO us or around us…
WRAP UP & INSTRUCTIONS
INSTRUCTIONS
ROUND ROBIN - Take 2 to 3 minutes to discuss the single most
important point from today’s class.
Over the next 4 weeks, evaluate opportunities for improved
listening, communications and body language.
Look for opportunities to implement and share what you’ve
learned.
QUESTIONS? - Susan Hileman, NWIRC
(814) 673-2273 [email protected]
