2. Communicating by Chris Robinson Communicating…

3. Communicating by Chris Robinson Communicating… Good communicators are successful with friends, family, colleagues, customers, employees and the opposite sex! Good communicators avoid unproductive confrontations Good communication skills can be learnt Good communicators are happier and more fulfilled

4. Communicating by Chris Robinson In order to be a good communicator you have to understand why people behave the way they do Your quality of life is equal to your quality of communications

5. Communicating by Chris Robinson What makes people tick? Why do people behave the way they do? Freud Penfield Berne Transactional Analyses

6. Communicating by Chris Robinson Freud Interested in the human psyche We are what we are as a result of our experience as we develop our sexuality Our sexuality starts to develop around the time of potty training Our sexuality goes on developing as we identify with our Parents and the people around us Emotional problems are due to unhelpful or traumatic experiences as we develop our sexuality and personalities

7. Communicating by Chris Robinson Penfield Penfield was a neurosurgeon Whilst working on peoples brains Penfield discovered that the application of an electrical voltage, to the brain, could stimulate past experiences as though they were happening today The past experience could be from infancy Penfield concluded that experiences from a very early age stay with throughout our lives

8. Communicating by Chris Robinson Berne The Pre social age is the most formative period in our lives A baby loved and cared for, with ample time from both parents, will grow up with a healthy opinion of himself, he will be happy, confident and creative Deprived of love and attention he will lack Self-Esteem Babies have to be fed – Positive stimulus Baby starts to feed himself, crawl and walk – can be Negative During Berne’s observations he noticed three ego states –The son’s smile which turns to rage as father rebukes his theory –The daughters transformation as she is told she can date the boy –The Parent, Adult and Child ego states

9. Communicating by Chris Robinson Parent Adult Child The Ego states - Diagram

10. Communicating by Chris Robinson Being aware of Ego states How far back can you remember? Was it fact or feeling? Think of a dramatic experience –How did you feel? –How did you react? Which Ego state were you in? Which Ego state was the other person in?

11. Communicating by Chris Robinson Transactions The Unit of Social Intercourse Stimulus and Response Analysing which Ego State we are in Analysing the other persons Ego State Complimentary Transactions Complex or Ulterior Transactions

12. Communicating by Chris Robinson Parent Adult Child Parent Adult Child Formal & controlled

13. Communicating by Chris Robinson Parent Adult Child Parent Adult Child Informative & helpful

14. Communicating by Chris Robinson Parent Adult Child Parent Adult Child Intimate & creative

15. Communicating by Chris Robinson Parent Adult Child Parent Adult Child Other Good Transactions

16. Communicating by Chris Robinson Transactional Analyses We have looked at Complimentary Transactions now we will look at;- Crossed Transactions Complex or Ulterior Transactions

17. Communicating by Chris Robinson Parent Adult Child Parent Adult Child Crossed Transactions

18. Communicating by Chris Robinson Parent Adult Child Parent Adult Child Ulterior Transactions

19. Communicating by Chris Robinson Analysing Transactions Body Language Facial Clues Gestures Tone of Voice The Words Used

20. Communicating by Chris Robinson Parental Clues Furrowed Brow Eye Block Pursed Lips Pointing Finger Head Wagging Horrified looks Foot Tapping Hands on Hips Wringing Hands Crossed Arms Tongue Clicking Tutting, sighing, patting of head Should Ought Always Never Answer questions with a Question The Parent relies on memory Enjoins to a higher authority Takes a fixed position Makes statements, not conversation

21. Communicating by Chris Robinson Child Clues Tears Quivering Pouting Temper Rolling eyes Whining Shrugging Downcast eyes Laughter Squirming Giggling Prolific use of the word ‘I’ Otherwise less verbal The Child relies on feelings Child is centre of world Cannot consider other people’s position

22. Communicating by Chris Robinson Adult Clues Eye Blink every 3 to 5 Seconds Facial Movement Slight Changes in Posture Occasionally the curious Child will Show How Why Where When Who Probable Possible The Adult Computes

23. Communicating by Chris Robinson The Adult Ego State The Adult Computes the here and now Takes into consideration what the Parent remembers and how the Child feels Let the Adult ask of the Parent Ego state; –Is it true? –Does it apply? –Is it appropriate –Where did the idea come from? –Is it real? Let the Adult ask of the Child Ego state; –Are these feelings reasonable? –What are the consequences? –Who is responsible and for what?

24. Communicating by Chris Robinson Recognise Your Own PAC Recognise your own PAC Recognise the PAC in others Communicate positively In business, aim for Adult to Adult, where possible but never crossed transactions Do not play Games Be creative Recognise when Games are being played and do not get drawn in

25. Communicating by Chris Robinson Being Successful Keep the Adult in charge Know when your Parent and Child Ego states are aroused Be good natured – careful use of humour can help Avoid auto responses to stimuli Do not take fixed positions unless you have to If you must take fixed positions allow others to express their own opinions

26. Communicating by Chris Robinson The Games People Play Let’s be intimate Let’s you and him fight Mine is bigger than yours Been there – done that Kiss off I’m no good at Court Room Wise old sage

27. Communicating by Chris Robinson Prejudice Prejudice is where the Parent dominates the Adult Mental Block Use repetitive statements to reinforce mental block In isolation of the facts the statements sound wise – they sound Parental

28. Communicating by Chris Robinson Delusion Child dominates the Adult Withdrawal Day dreaming, fantasy Grounded in fear of reality Parent Adult Child

29. Communicating by Chris Robinson A-Moral Parent is detached from Adult Parent Adult Child

30. Communicating by Chris Robinson Workaholic Child is detached from Adult Parent Adult Child

31. Communicating by Chris Robinson Alcohol Parent becomes detached from Adult Then the Adult becomes detached from the Child The Child runs a mock Parent Adult Child

32. Communicating by Chris Robinson Psychotic Adult, Parent and Child are all detached or; The Adult does not exists Parent Adult Child

33. Communicating by Chris Robinson Transactional Analyses - Recap Lets recap on last module Parent Ego State Child Ego State Adult Ego State Transactional Analyses Complimentary Transactions Experience of last week

34. Communicating by Chris Robinson Aggressive Behaviour We go on the attack Our Parent speaks to the other persons Child We stand up for our rights at the expense of others We don’t allow others to express their views We express ourselves inappropriately –We make threats –Enjoin ourselves to higher authority –Use aggressive language – verbal and body language

35. Communicating by Chris Robinson Submissive Behaviour We are Defensive and Defend ourselves Our Child speaks to their Parent We fail to stand up for what is just and right We become self effacing, even apologetic We see ourselves as less important Cannot express ourselves creatively

36. Communicating by Chris Robinson Assertive Behaviour There is a better way – Be Assertive! Stand up for yourself, but Let others stand up for their selves Think of examples of Aggressive, Submissive and Assertive Behaviour! When were you last Assertive? How did you feel? Will you work this week-end?

37. Communicating by Chris Robinson Appropriate Behaviour Submissive to those we respect Aggressive to those we do not Assertive most of the time –Express your views –Allow other to express their views

38. Communicating by Chris Robinson Self Esteem Ability Perception of Self As other see us We should like ourselves and feel we have value We should surround ourselves with people who like us who are Assertive Self Esteem must be in reality

39. Communicating by Chris Robinson Leadership Listen to colleagues and customers and value what they say Consider their point of view and discuss Enter into agreement, action plan, etc Provide feedback with praise, helpful comments and suggestions, as appropriate Always ground comments in reality

40. Communicating by Chris Robinson Submissive People Ramble Qualify what they say Use words like;- Maybe, would you mind, I wonder, Sorry, Can’t, hopeless, not important, Doesn’t matter, never mind

41. Communicating by Chris Robinson Aggressive People Use a lot of I’s State opinions as facts Use threats, enjoin themselves to higher authorities Put people down, undermine their self-confidence Use words like;- Ought, must, should, have to, blame, fault and you said

42. Communicating by Chris Robinson Assertive People Stay in Adult mode as much as possible Ask open questions such as How? When? Where? What? Want to know more about the problems and how they affect others Consider other points of view Distinguish between facts and opinions Have broad shoulders and can reduce tensions Do not get so upset Can vent negative feelings in a positive way

43. Communicating by Chris Robinson Good Communicators Think about what they are going to say before they say it Make sure they can express themselves clearly before they try to communicate Sometimes it can take more time thinking about how to express yourself than what you want to express!

44. Communicating by Chris Robinson Successful People Enjoy life, work, friends and family Are more confident in themselves and others Like themselves Keep in control Can handle responsibility Are Team players Save time, energy and frustration Can relax and have a sense of humour!

45. Communicating by Chris Robinson Support Calls Ask for name of person and company first Always log on the support system, if down – keep notes Support system:- –prompts for questions you might forget –analyses calls and problems –provides statistical feedback and customer reports –Gives account status Don’t get flustered – say you have to follow a procedure Convention has it that who made the call, remakes it if the line is broken

46. Communicating by Chris Robinson Should you take the call? Is the customer on a valid contract? Are you the best person to help? Do they have a support problem or should they buy an upgrade, more storage, training or consultancy? Have you got the tools to do the job?

47. Communicating by Chris Robinson Don’t get flustered! People are more likely to be Aggressive if:- –They know they have made an error –They want to hide their error –There is no valid Support Contract –They know you cannot solve the problem Line or supply problem, hardware or network down –They have had problems getting through Stay calm, breath properly, say you have to follow the company procedures Listen and be patient with the customer as this reduces the tension and heat – don’t interrupt! Say you are sorry they are frustrated, angry etc – this is not the same as apologising because you are in the wrong!

48. Communicating by Chris Robinson Customers don’t tell the truth! Always reflect their problem –RASP Re-iterate, analyse, summarise, priorities Reflect the problem in different ways Make sure you fully understand the problem before giving a solution

49. Communicating by Chris Robinson Improve your hit rate Do not give a solution to test your understanding of their problem – you will loose credibility! Check the Support system for similar problems and solutions If you must test your understanding of the problem try “Our diagnostics tell me you should try..” Try to avoid standard answers Practice improving your hit rate

50. Communicating by Chris Robinson Ambiguous problems Ask the Customer “What would you like me to do for you?” How would you like to have this resolved? The Customer might want less than you would have offered! Think about Customers solution – it might be better than yours! The Customer might work out how to solve his own problem Is the solution on offer sensible, practical, safe?

51. Communicating by Chris Robinson Difficult problems Reduce support problems by selling;- –Consultancy –Training –Upgrades –Tools –Other products and services

52. Communicating by Chris Robinson Be positive Only say what you can do Only promise you will do your best or you will call them back by…. Record all promises made with time and date Record all sales opportunities – send info Don’t say what you cannot do – say what you can do and balance that with what you can’t do Ask them “Is that helpful?” If possible, get their commitment to the solution

53. Communicating by Chris Robinson Be in control You are obliged to know what you are doing – your customer is not so:- Have a friendly manner Be slightly more formal in difficult situations Give the impression you are –In control –You care –You are pleased to help Remember; tone of voice and body language are just as important, if not more important, than the words you used

54. Communicating by Chris Robinson Be professional Keep to central issues Stick to the facts Keep one eye on problem and one on upgrades Priorities Close are calls as soon as reasonable Never hang up first Try not to offer favours – they backfire! Be formal and friendly Never be familiar – matey!

55. Communicating by Chris Robinson Managing Stress What is stress? Is stress good or bad? Positive stress Negative stress Everyone is different

56. Communicating by Chris Robinson Stress Awareness What stresses you? How does stress affect you? Strength and duration of stress? Symptoms of stress –Short term Breathing, heart beat, blood pressure, tensing, back ache –Long term Headaches, days off, low well being, depression, insomnia

57. Communicating by Chris Robinson How to handle stress Keep fit, get regular exercise, walks Improve your diet Get a hobby or outside interest you can look forward to Try to reduce stress in your private life Book a holiday or other break

58. Communicating by Chris Robinson Stress at work - 1 Pace yourself –Prioritise jobs for the day and write them down –Tick jobs off as they are completed –Set rest periods and lunch breaks –Try to work on one problem at a time Learn to takes breaks –Get someone to cover for you –Tell reception you need a break –Go for a walk and breath properly –Tidy your desk before you go

59. Communicating by Chris Robinson Stress at work – 2 Prioritise jobs by urgency and importance Allow for interruptions Organise your desk so you can always find things Change your seating posture regularly Regulate getting up to see colleagues

60. Communicating by Chris Robinson Stress at work - 3 Stress often comes from trying to help when you not have the:- –Skills, tools or equipment –Authority –Time –Support of your colleagues or boss Stress can come from always wanting to be in control, ask yourself:- –Is it my responsibility? –Why do I want to help? –Do I want to help for ulterior reasons? –Why can’t others learn for themselves?

61. Communicating by Chris Robinson Stress is catching Control stress in yourself Recognise stress in others Support your colleagues Leadership is the ability to structure time So, structure your time and help others structure their time – they will appreciate it!

62. Communicating by Chris Robinson Analysing stress In moments of stress use your adult to analyse:- –What is stressing you? –How do you feel? –Is it reasonable to feel this way? Try to understand the cause of stress and put right as much as you can Dissipate the remaining stress by:- –Going for a walk –Dig the garden –Switching off

63. Communicating by Chris Robinson Long term solutions Think about:- –Your job description –Learning new skills –Discuss training with your supervisor –Changing your attitudes –Learning more about yourself

64. Communicating by Chris Robinson Balance Always ask yourself:- –Am I getting to worked up? –Am I being wound up? –Am I looking at this from the wrong point of view? Always try to:- –Reduce negative feelings and irrational thoughts Try not to fantasize

65. Communicating by Chris Robinson Your Target Get physically fit:- –Diet, exercise, glasses, pace yourself, breath properly, sleep well Get mentally fit:- –Know yourself, strengths and weaknesses –Know your past, present and future – have plans –Book a holiday –Stimulate the brain, read, hobbies, games, etc Get spiritually fit:- –Feel good about yourself –Feel good about others –Be a good colleague, friend, partner, lover! –See the good in everything! Be successful! – That is your target!

66. Communicating by Chris Robinson Managing Time Self starting Sorting priorities Planning ahead Managing time Time is what you make it Interruptions Recording time

67. Communicating by Chris Robinson Self Starting Develop the ability to structure time Help others structure their time Fear of starting can be biggest problem Start on easiest or most enjoyable job to get you going Build up to difficult jobs You do need some discipline in life!

68. Communicating by Chris Robinson Prioritising Keep a list of jobs to be done Sort jobs by priority and urgency As jobs are done, tick them off! Do not work on easy jobs to avoid the difficult jobs Do not take on to much work Recognise when you have to little work

69. Communicating by Chris Robinson Planning Ahead Plan journeys so you complete the longest leg first Plan journeys in advance so you can combine the most visits Think about jobs well in advance and plan them in advance ‘The One Minute Manager’

70. Communicating by Chris Robinson Managing time Use it or waste it Build in breaks and relaxation Vary the type of work you do –Get up regularly –Alternate keyboard time with other tasks Try to leave your desk tidy Keep your jobs list up to date The ability to structure time is important Help others structure their time – if you can

71. Communicating by Chris Robinson Time is what you make it Exciting or boring Pace and control time Review your Jobs list and reflect on what you have done Reorganise what you have not done Keep one eye on the present and one on the future

72. Communicating by Chris Robinson Interruptions Plan for time and leave time for interruptions Interruptions can make life interesting Stand if you are under pressure on time Sit and discuss if you:- –Have the time –It is important to the other person If you interrupt, use the persons name Don’t procrastinate

73. Communicating by Chris Robinson Recording Time Time recording can be about:- –Costing a project –Analysing how you spend your time Analyse your time for a day or a week Record activities as you do them or you will forget Include the time you spend chatting socially

74. Communicating by Chris Robinson Code Activities 1 Work:- –W1 Computer time –W2 Customer support –W3 Productive time –W4 Reading Manuals –W5 Meetings –W6 Paper work

75. Communicating by Chris Robinson Coding Activities 2 Social:- –S1 Customers –S2 Colleagues –S3 The Boss –S4 Suppliers

76. Communicating by Chris Robinson Coding Activities 3 Breaks:- –B1 Coffee –B2 Loo –B3 Go to shops –B4 Smoking

77. Communicating by Chris Robinson Coding Activities 4 Meetings:- –M1 Boss –M2 Customers –M3 Suppliers –M4 Colleagues Learn and improve! Successful people never stop learning!

78. Communicating by Chris Robinson Delegation Delegation is a way of saving time You can:- –Ask, hint, suggest, discuss, tell, Or you can Involve:- –Identify together what needs to be done –Sort activities by importance and urgency –Discuss who does what Be assertive Let others be assertive

79. Communicating by Chris Robinson Understand and Review Objectives Methods Authority Standards Criteria for success Reporting requirements

80. Communicating by Chris Robinson Delegation Summary Delegating is:- –Another pair of hands –Help –Saving time –Being effective –Being efficient Delegating is not:- –Abdication –Passing the buck –Getting out of or avoiding situations Authority can be delegated but not responsibility

81. Communicating by Chris Robinson Delegation Feedback You need feedback to learn and compare The Boss can provide feedback with a pat on the back or by saying well done The Worker can provide feedback if the Boss asks:- –Did you enjoy the work –Was it interesting –Did you learn from the job –What did you dislike about the job –What support would you like –What training would help? It is all about team work and building a team!

82. Communicating by Chris Robinson Account Management for Support Staff Reduce support calls from difficult users Support problems are someone's else's opportunities – Make them yours! Reduce work on out of date systems Increase revenues for the Company Become a profit centre Get bonuses on sales

83. Communicating by Chris Robinson The role of Support Staff – 1 Do you feel you are the only person who can help? Do you feel only you knows best? How many approaches are there to solving the users particular problem? Training, Consultancy, Sales What are the pro’s and con’s of each approach?

84. Communicating by Chris Robinson The role of Support Staff – 2 Keep on eye on today and the other on the future Help the User manage their site Know your Users business needs Know your Users future needs – before they do! Feed information to your User so when they have a problem – they think of you Should the User upgrade hardware, software, systems, network, server, storage?

85. Communicating by Chris Robinson Types of Problems Difficult Users Difficult problems Ambiguous problems Poor installation, training or consultancy The answer might not be Support – It might be sell more!

86. Communicating by Chris Robinson Who is the User Is there a Key Operator? What issues do they have? What motivates them? How many Users are there? What issues do they have? What motivates them?

87. Communicating by Chris Robinson Who is the Decision Maker? You know your Users future needs but who is:- –The Decision Maker? –What motivates them? –What is the benefit to the Decision Maker? –Who influences the Decision maker?

88. Communicating by Chris Robinson The Decision Making Unit There are others in the Decision Making unit:- –Managing Director –Financial Director –Technical Director –IT Director/Manager –Sales Director –Operations Director What issues do they have? What motivates them?

89. Communicating by Chris Robinson Anticipating Problems Try to anticipate problems – be analytical Feed Users and Decision Makers with information Send sales information regularly Keep the Sales Department informed Use the Sales Department to solve your problems Fax details so the information is available at the time of the problem – not 2 weeks later!

90. Communicating by Chris Robinson Things to consider Try saying “You know – if you had Version ?? - This would not be a problem You know you ought to be thinking about more memory, a bigger server, more storage, etc. Always justify what you say with a benefit Try “Does your Supervisor know how hard you have to work to keep this version working?” Speak with authority – Tell them! Always warn Users of problems in advance – try helping them manage their site

91. Communicating by Chris Robinson Training the Trainers Who are the interested parties:- –Managers, Trainee’s, Supervisors Establish what each party wants, needs and expects from the training Over what time scales and with what resources? Establish what the Trainee:- –Knows –Does not know –Needs to know –Would like to know

92. Communicating by Chris Robinson What can be Agreed? Agree criteria for judging whether the training has been successful Set targets which challenging and interesting, not off putting – agree targets with Trainee Plan the training and agree which things are:- –Important and which are urgent Where, when and how should the training be delivered? What must the Trainee undertake to do?

93. Communicating by Chris Robinson How is the Training Going? Measure ability before and after training so the benefit becomes tangible Is the Trainee’s perspective of progress in reality? Does the Trainee feel comfortable? Is the Trainee thriving? (Body language clues) If not, consider altering the approach, speed, content or rest breaks

94. Communicating by Chris Robinson Summary At the end of each training session:- –Summarise what you have covered and what they should have learnt –Get them to agree what went well –Get them to agree to do some reading, research, practice, before the next Training session

95. Communicating by Chris Robinson The End of Training Encourage the Trainee to see their Training as part of a continuous process Identify what Training they should consider next Identify where extra Training might be required, what books or articles to read End Training on a high!