Presentation Transcript

1. COMMUNICATION STRATEGIES

2. Learning Objectives Identify common communication problems that may be holding you back Learn techniques to persuade and influence others Develop skills in asking questions that give you information you need Learn what your non-verbal messages are telling others Enhance your ability to handle difficult situations
3. Perception & Values
4. Options and Procedure
5. Options people like thinking about the big picture
6. They enjoy knowledge for knowledge’s sake
7. Options People are abstract thinkers
8. They see patterns and think outside the “box”
9. Options people want to know the “big why”
10. They are bottom line driven, and believe things can be perfect
11. On the other hand…
12. Procedure people value specifics and fact based details
13. They are interested in how to do something, not why
14. Procedure people love cheat sheets and lists; they are note takers
15. They are practical and work well within a rule based system
16. Options and procedure personalitiesgravitate to particular occupations
17. In the United States, most people are Procedural
18. Different types of people perceive the world in different ways
19. We want to communicate effectively with people who are different
20. Get your point across at work
21. Use the STARR format to make a big impact in a short period of time
22. STARR Format
23. Effective listening
24. Good body positioning increases our ability to listen and comprehend
25. Blending (mirroring) body language can create rapport and trust
26. Paraphrasing is an active listening response that increases understanding
27. Active listening questions are non-leading and non-judgmental
28. Active listening questions fall into 5 experiential categories
29. Best Practices Body language while speaking
30. Assertive Communication
31. What is Assertiveness? Assertiveness is the ability to express your opinions, feelings, attitudes, and rights, without undue anxiety, in a way that does not infringe on the rights of others.
32. Basic assertion
33. Basic Assertion A simple, straightforward expression of your beliefs, feelings, or opinions. "I want" or "I feel" statement
34. Empathic assertion
35. Empathic Assertion This conveys some sensitivity to the other person. It usually contains two parts. recognize the other person's situation or feelings followed by a statement in which you stand up for your rights Example: "I know you've really been busy, and I want to feel that our relationship is important to you. I want you to make time for me and for us."
36. Escalating assertion
37. Escalating Assertion This occurs when the other person fails to respond to your basic assertion and continues to violate your rights. You gradually escalate the assertion and become increasingly firm. It may even include the mention of some type of resulting action on your part, made only after several basic assertive statements.
38. Escalating Assertion Example: "If you don't complete the work on my car by 5:00 tomorrow, I'll be forced to call the Better Business Bureau."
39. i-language assertion
40. I-Language Assertion This is especially useful for expressing negative feelings. It involves a 3-part statement: When you do… (describe the behavior) The effects are … (describe how the behavior concretely affects you) I'd prefer… (describe what you want)
41. It helps you constructively focus anger and be clear about your own feelings
42. I-Language Assertion Example: “When you didn't buy the groceries like you said you would, I couldn't cook the dinner for my parents. I feel hurt and angry with you. Next time, I'd like you to follow through when you agree to do something like that."
43. There are three parts of each assertive statement
44. Sample Assertive Communication
45. How to be effectively assertive
46. Communicating Regret
47. “I’m sorry” has a special place in our culture
48. People want to know that you understand how you affected them
49. We all want to believe it will be different next time
50. The Apology Model helps us do it right the first time
51. Conflict Resolution
52. Everyone has little things that they’d like to bring up and they don’t
53. Often, identifying a problem and describing its consequences is enough
54. We need a tool to address small problems before they get out of hand
55. Neuro-Linguistic Programming
56. We use different parts of our brains for different tasks
57. We tend to look in the direction that our brains are working.
58. Watch someone while you’re talking to them; you can tell how they think
59. What do you think they are thinking?
60. NLP Thinking Map
61. NLP Thinking Map
62. Imagine a purple buffalo
63. What was the color of the first house you lived in?
64. Create the highest sounding pitch possible in your head
65. Remember what your mother’s voice sounds like
66. Can you remember the smell of a campfire?
67. We look down and to the left when we’re talking to ourselves
68. Communicating appreciation
69. “At times our own light goes out and is rekindled by a spark from another person. Each of us has cause to think with deep gratitude of those who have lighted the flame within us.” ~Albert Schweitzer
70. Appreciation is a potent, yet overlooked way to empower people
71. The beauty of appreciation is that we can give it to anyone we choose
72. Action Plan

73. Thank You