The Effective Communicator

1. 2013 Georgia Society forHealthcare Executive AssistantsAnnual ConferenceSeptember 29-30, 2013The Ridges Resort, Hiawassee

2. The Effective Communicator • The Effective Communicator • Sherry K. Basile, PhD • Tanner Health System • Director of Learning & Development

3. 1798 • 75-80% • 45 • - Messages sent & received each day • -Time the average business • executive spends communicating • - Minutes per hour executives • spend communicating

4. 9:15 a.m. Communication Skills • 10:15 a.m. Break • 10:30 a.m. Presentation Skills • 11:30 a.m. Lunch • 1:00 p.m. Personality Assessment • 2:00 p.m. Break • 2:15 p.m. Relationship Building Skills

6. 1. Attending skills2. Active Listening skills a. Reflection b. Paraphrase c. Open questions d. Summarize; Check out

7. Attending skills S – Sit Squarely O – Open Posture L – Lean E – Eye Contact R – Relax

9. Active Listening Activity

10. Hearing vs. Active Listening • Hearing: to perceive sound • Active listening requires the listener: • To feed back what they heard • To confirm what they heard • To confirm the understanding of both parties.

11. Non-verbal signs of Active Listening: • Smiles • Nods • Eye contact • Posture • Mirroring: Bio-rapport and body drama

12. Verbal Signs of Active Listening • Remembering • Reflection • Questioning • Clarification • Summarization

13. Reflection Bing Dictionary • to send something back; usually back to its point of origin. 2. to show a mirror image of something: to show as a mirror would

14. Look at the person; listen to the content, and interpret. Say: “Sounds like you are upset. What triggered that?” Or, “I noticed that after I said__________, you got really quiet, (or rolled your eyes…). Looks as though you disagree.” “I hear your concern and wonder how I might be helpful.” Apologize when appropriate.

15. Paraphrasing (Bing Dictionary ) 1. to rephrase and simplify; 2. to restate something using different words, especially to make it simpler or shorter.

16. Summarizing (Bing Dictionary) 1. to give a shortened version of something that has been said or written, stating its main points.

17. Effective Questions • Refrain from asking “Why” • Use Open-ended: who, what, where, when • “Tell me about…”

18. Choose Your Words Carefully. Saying, "You need to… ought to… should…shouldn’t…" can put others on the defensive. “ Instead, say “When you...” or “I noticed that...“, or “it would be helpful if...” Begin with the action or behavior that needs to be changed, rather than with “You”.

19. Degrees of Active Listening

20. Skills Practicewith Your Real Life Scenarios

21. 10:15 a.m. – 10:30 a.m. Break

22. 10:30 a.m. Presentation Skills

25. You Can Be:

26. Every presentation is a public performance— persuading listeners is about much more than conveying information.

27. Your Tools of Performance

28. Voice Volume Speak loudly without overpowering. Avoid monotone. Speak with feeling; change your intonations. Tone Pacing Natural.

29. Language • Usage • Use words that convey confidence and interest. • Use short sentences and short, simple words. • Speak slowly and clearly so everyone can understand every word.

30. Work the room; create a relationship with your audience. • Use of space. • Move appropriately and with purpose. • Be relaxed, casual. • Natural movements that support your words. • Stand still to make an important point. • Avoid the “Pacing Tiger”. • Movement

31. Stand straight, not stiff. • Find your center of gravity. • Radiate energy. • Pleasant & friendly facial expressions. • Openness and accessibility. • Make good eye contact– three to five seconds per person. • Body • Language

32. Body • Language Your Hands – What to do with them?

33. What to Do with Your Hands? • Not in your pockets; by your sides. • Not “handcuffed” behind your back. • Not grabbing your elbows with arms crossed. • Not wringing nervously. • Use to emphasize a point or certain word. • By all means, NO “fig leaf.”

35. Hands in Pockets Handcuffed Weight shifted

37. Your Introduction • First 30 seconds, grab their attention. • First 2 minutes, give them what they came for: WIIFM. • At the five-minute mark you will have described in explicit detail, how you will deliver what they came for.

38. Days prior to your presentation: • Reduce anxiety. • Practice – allot– out loud, in front of a mirror, friends, family. • Memorize the first two minutes. Then, you breeze on through the butterfly phase.

39. When you enter the room: • Focus on making your movements fluid and confident. • Find a few friendly faces in the audience, for reassurance. • Smile. Show that you want to be there. • Be yourself.

41. Recommended Readings: Simply Speaking! The No-Sweat Way to Prepare & Deliver Presentations (2000) By David Greenberg The Presentation Secrets of Steve Jobs: How to Be Insanely Great in Front of Any Audience (2010) by Carmine Galla

42. Individual Experience Develop an opening to a meeting or presentation, Yours or your boss’s. Interesting opening that hooks your audience. Describe WIIFM. Disclose the purpose of the meeting.

43. Lunch Break: 11:30AM -1:00PM

44. 1:00PM – 2:00PM Personality Assessment

45. True Colors: HistoryDon Lowry created TrueColors™ in 1978, modeled after the Isabel Briggs-Myers, Katherine Briggs, and David Keirsey. Each of us is a unique blend of all the colors.Increased understanding of ourselves and others reduces conflict, increases productivity, efficiency and teamwork.Better equipped to interact effectively.

46. The Assessment

47. TrueColorsOrange,Gold, Green,Blue…Which one are you?Identifying your personality type & work style