Presentation is loading. Please wait.

Presentation is loading. Please wait.

Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.

Similar presentations


Presentation on theme: "Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations."— Presentation transcript:

1 Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations

2 Note This PowerPoint accompanies the DVD and MP3 Speak STRONG, Smart & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations Available at http://www.speakstrong.com/store/ Read the accompanying article: Key Conversations for Administrative Assistants located here: http://www.speakstrong.com/articles/assts- support/savvy-assistants.htmlhttp://www.speakstrong.com/articles/assts- support/savvy-assistants.html

3 Poison Phrase of the Week - Blame it on your assistant

4 Teach Your Children Well

5 Codes A system used for brevity or secrecy of communication A set of standards

6 Code of Ethics for Administrative Professionals 1.The administrative professional shall act as a trusted agent in professional relations, implementing responsibilities in the most competent manner and exercising knowledge and skill to promote the interests of the immediate and corporate employer. 2.The administrative professional shall strive to maintain and enhance the dignity, status, competence, and standards of the profession and its practitioners. 3.The administrative professional shall insist that judgments concerning continued employment, compensation, and promotion be based upon professional knowledge, ability, experience, and performance. 4.The administrative professional must consider the promotion and preservation of the safety and welfare of the public to be the paramount duty.

7 Marias Job Description Write memos Set up meetings Handle complaints Sort mail Order supplies Compose memos Coordinate events Manage customer relations Prioritize communication Make purchasing decisions

8 Codes We Can Cling To

9 Three sources of communication power 1.Strength / determination / toughness 2.Smarts / savvy / clarity 3.Sweetness / saintliness / heart

10 Full-brain communication

11 As strong as… A PowerPhrase is as strong as it needs to be and no stronger…

12 Youve got to be tough if youre going to be stupid

13 Calm Down!!

14 The Power of Integrated Communication

15 A real tear-stopper

16 Get them… Thinking (objective) Feeling (connection, team) Acting (results, goals)

17 Communication Options What kind of idiot are you? -The same kind of idiot as the person who hired me I will not allow you to talk with me that way. I expect to be treated as a professional. Calling me an idiot is counterproductive to our efficiency… and to our working relationship.

18 Communication Options Cant you follow any directions? -I could if they werent being given by a moron Stop. Learning curves are natural. Lets work as a team.

19 Communication Options My dog can do a better job than you can. - Hire your dog That remark is insulting. Im on your team. I am a professional and I expect to be treated as one.

20 Three Approaches to Lose One Approach to Choose Lose: Pathetically Passive Encumbe red with a low self image, Bob takes a job as a speed- bump.

21 Three Approaches to Lose One Approach to Choose Lose: Annoyingly Aggressive Bobs group encounter sessions were not working out.

22 Bottle and Blow Do You Go From… Silence to violence? Holding back to attack? Mute to brute?

23 Three Approaches to Lose One Approach to Choose Lose: Deceptively Passive-Aggressive I love your hair! Do you cut it yourself?

24 Three Approaches to Lose One Approach to Choose Choose: Effectively Assertive!

25 Claim your authority I dont want to talk to you. I want to talk to your boss. I can pass your question on to my boss – shell get back to you in a few days. However, theres a good chance I can help you now. Which do you prefer?

26 Speak with your boss voice I cant help you (Bosss name) sent me here to get this, and (name) expects me to return with the information she sent me to get. I will tell (name) that you told me you wont give me the information she sent me to get.

27 Clear job descriptions (Boss) has told me that my first priority is to do this project. If she gives approval to prioritize your request over hers, Ill be happy to do that. Let me know if she does that.

28 Clear work relationship 1.Weekly written updates 2.Daily meetings 3.Weekly meetings 4.Judgment calls

29 Take charge without taking over What would they want me to do? Keep on walking until someone tells you to stop

30 PowerPhrases: Short. Specific. Targeted. Say what you mean. Mean what you say. Not mean when you say it. Craft Clear Phrases

31 Be Brief Whoa! Way too much information!

32 A PowerPhrase is as long as it needs to be… …and no longer.

33 Dive right in I have three questions for you and I need five minutes of your time.

34 Be Specific

35 PowerPhrases are Specific No dear, when I said I was leaving this morning, it wasnt for good. I should be home around seven.

36 Task clarification 1.Specs 2.Deadline 3.Budget 4.Priority relating to other tasks

37 Be specific Ill get this to you by 3 PM Tuesday In order to complete this project, I need three things from you. They are… I need your authority. Will you please tell the team that you expect them to respond to my requests as they would respond to yours. Im leaving at 4:15 today. Ill get this to you soon. This is not clear. Get the team to listen to me. Im leaving early.

38 PowerPhrases are Targeted

39 Know what you want 1.Be clear about your boundaries 2.Keep your job 3.Get information

40 Say What You Mean… Think / facts Feel / connection Want / act

41 Thoughts/Facts (I think) thats a great idea. (I think) it may be unrealistic to try to get that by tonight. I think youre an idiot to ask that.

42 Feel/connection I care about your request. Im concerned that if I try to make that happen, something else will not get done. I respect you and want to honor your request. We would love that. That would bring us together.

43 Want / Action I want to be able to do what you ask without dropping a ball that Im already juggling. I will check on it and get back to you. I will do my best to research that once Ive fought the fires that are blazing right now. Is that acceptable?

44 Mean what you say Back your words up with action

45 I mean what I say Please log your request into my assignment book. While Id like to honor your request, Ive already committed my time to Mary. If you want me to give your project priority, please talk to her. I will be leaving on time today.

46 Dont be mean when you say it Fact-finding, not fault-finding. Thats the way you gave it to me. Youre not making sense. You never told me that. Before leaving last week I asked the department members if they had all that was needed to hold down the fort while I was gone. My part time assistant shoots me the comment Yeah, for you not to make any mistakes before you leave.

47 Facts. Feeling. Action. (I think) you are asking me to do something illegal. I feel uncomfortable with that. I will notarize it if I see your wife sign it. (I think) by transferring this, I put myself at risk. I feel afraid to do that. I will transfer it when I know Cliff has signed off on it.

48 Administrative Assistants Ultimate Communication Formula Say What You Mean Mean What You Say Without being Mean When You Say It

49 Marias Job Description Write memos Set up meetings Handle complaints Sort mail Order supplies Compose memos Coordinate events Manage customer relations Prioritize communication Make purchasing decisions

50 Proactive Not an order-taker Computerized process that used to be done by hand? Just an assistant? We have a problem. I have a solution. No trash can? Ill just get one.

51 Action Steps 1.Determine what conversations you need to have 2.Define your codes 3.Develop PowerPhrases for common situations 4.Practice your phrases 5.Start small 6.Applaud baby steps 7.Workup to the big one 8.Keep on walking until someone tells you to stop

52 For more information… Get the DVD or MP3 of this presentation at: www.speakstrong.com/store/ www.speakstrong.com/store/ Bring Meryl to your meeting or organization. Visit: www.speakstrong.com/hire_meryl/keynote s.html#power


Download ppt "Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations."

Similar presentations


Ads by Google