The Effects of Adrenaline Increased heart rate Rapid breathing Heightened sense of vision and hearing Pupil dilation Dry mouth Profuse sweating Nausea Extraordinary strength
The basic building block of good communication is the feeling that every human being is unique and of value. - Unknown
Verbal Communication Languages fall into several categories: Tonal Stress
Examples of a Stress Language at Work You are not going to the party tonight.
Keys to Effective Communication Listen twice as much as you speak Ask every question you can think of Convey respect - If someone respects me, I dont want to let them down Even when your emotions are raging…SMILE! Remember the Magic Words
Non-Verbal Communication Body Language: The gestures, movements and mannerisms by which a person or animal communicates with others.
Body Language Factoids A human can produce over 700,000 unique movements These can combine to form 60 discrete signals and about 60 gestures 55% of what you say is through body language 93% of your emotions are communicated non-verbally
Body Language Factoids You have a vocabulary of about 138,000 non-verbal and visual cues, but you can only control about 150-200 of them - and you can only do that for about 15-20% of the time. - Corporate Psychologist Ben Johnson (What Body Language Says, Hilary Freeman)
The ROLE Principal Relax - Take a few deep breaths Open - Assume an open posture Leaning - Leaning in communicates interest and acceptance Eye Contact - Windows to the soul
Mirroring Also called tracking This is a natural part of the non-verbal process When we are in sync with another person, we do this naturally Mirror the other persons actions
Non-Verbal Miscellany Handshakes Dark Glasses Hands in Pockets Unbuttoned Jacket or coat Touching Gestures
Privacy Privacy is one of our inalienable rights –1st, 4th & 5th Amendments - U.S. Constitution (1791) Sneaking to the mailbox under cover of darkness Policyholders have a limited right to the privacy of their affairs This right to privacy is likely also a value held by the insured
Suggestions re: Privacy 1. Be discrete in discussing names/salaries 2. Protect payroll records with your life 3. Return records to the person who gave them to you 4. Avoid taking copies of financial records 5. Never, NEVER discuss what you see on an audit outside your auditors duties
Proxemics Proxemics is the study of human spatial issues The term Proxemics was coined by social- scientist Edward Hall in 1963
Proxemics in Real Life The phone call The convention The cubicle debacle The elevator incident
In real life, the most practical advice…is not to treat pawns like pawns, nor princes like princes, but all persons like persons. - James MacGregor Burns
The 5-90-5 Principal 5% of the working public are Wonderful people (with warm cookies!) 90% are agreeable but not very memorable 5% are horribly bitter pills who were obviously abused as puppies
Tips for Handling the Pills Remember, with this group - the conflict is not likely your fault! Bear in mind that these people exist in every walk of life Dont take them too seriously Remain calm Practice the ROLE principal If threatened, Walk Away
Keep Your Eye on the Ball Roger Dawson: on John McEnroe Taking you out of your game Remember what your goal is!
Dealing with Conflict Your Options: –Give up… –Blame the conflict on someone else –Rely on your instincts to get you through –Take an inside look
An Analogy from Marriage First of all, you must: Understand that conflict is a natural part of life Bear in mind that some conflict is unavoidable Learn to fight fairly
Pride is concerned with who is right. Humility is concerned with what is right. - Ezra Taft Benson
The So What? Factor Apologize, when appropriate Avoid personal attacks Remember that the insured may feel their values are under attack Apply the ROLE principal Convey respect, no matter what –If you dont get your way, youll still get your say.