1. “WHAT DO YOU SAY?” “WHAT DO YOU SAY?” Communicating Across Barriers, Through Conflict & Over Clutter Marny Lifshen CAI Austin January 28, 2016

2. Communication Defined: “The complex act or process of using words, sounds, signs or behaviors to express or exchange information, ideas, thoughts or feelings.”

3. What we have here is a failure to communicate… Communication is a critical element of your personal brand and professional relationships There is no “right” or “wrong” way Communication is a behavior/skill that can be improved Many aspects of communication are intangible and subjective

4. Communication is Three-Dimensional Communication is both verbal and non-verbal 1.Words/Verbal 2.Tone/Vocal 3.Physical/Visual

5. Choosing the Right Communication Tool: One-dimensional tools: – Email, Text Two-dimensional tools: – Phone Three-dimensional tools: – Face-to-Face Meetings, Video

6. Perception is reality. Adaptation is KING! However people are perceiving your communication skills, they are right. Accept that, and learn to change how you are being perceived. Adapting your communication style gives you power. Accept that, and begin to think, plan and adjust before you begin to communicate.

7. Communicating Across Barriers: Cultural Generational Gender Geographical Personality

8. Handling Different Personalities: Leaders: be prepared, know your facts, get to the point Organizers: stay low key, provide details, back up opinions with data Team Players: relate on a personal level, include personal stories, provide encouragement Class Clowns: be creative and flexible, avoid fixating on details, include them in decision making

9. Managing Conflict in Communication: 1.Prepare when possible 2.Listen more than you talk 3.Validate their perspective 4.Pick your battles 5.Focus on relationship & results 6.End on a positive note “Begin with the end in mind.” Dr. Stephen Covey The 7 Habits of Highly Effective People

10. Communicating Over Clutter: 1.Don’t communicate EVERYTHING 2.Choose the right tool & the right time 3.Organize your thoughts 4.Be positive & inclusive 5.Use humor 6.Be humble

11. The Art of Good Conversation Have your personal tag line ready Ask open ended & engaging questions Pay attention. No, really. Pay attention. Avoid domination Balance personal & professional topics Prepare to make a graceful exit

12. What Can You Do Starting Tomorrow? Ask for honest, constructive feedback on your communication style/skills. Identify a colleague you have miscommunications with and think about the causes and possible solutions. Create a strategy for your next important communication. Draft & practice your personal tag line.

13. Q UESTIONS ? Marny Lifshen Author and Speaker marnyl@austin.rr.com January 28, 2016