1. Leadership Mastery Series Effective Communication Workshop

2. Course Objectives Good communication vs Bad communication
Removing barriers to communication
The Success formula for masterful communicators model
Reading non-verbal clues
Exploring the precision model for communication
The four main human behavioural styles
Who you are and how others perceive you
How to read other people and better understand them
How to adjust your communication style to achieve your goals
Take away action and implementation plan

3. Effective Communication Is Vital Effective Communication Takes Effort
Your success in life – both professional and personal – is determined in a very large part by how well you interact with other people. Your ability , to effectively relate, communicate, influence and motivate others is a crucial skill in creating successful relationships with customers, prospects, colleagues, subordinates, managers, friends an d family members.
Effective Communication Takes Effort
Are you getting the outcomes that you desire?
At times do you feel uncomfortable around others?
Do you feel that you don’t understand others’ perceptive?
Does your energy level drop, feeling disappointed, frustrated and de-motivated?

4. What Is Good Communication?
“Good communication” happens when you get your ideas across to the other person and they are able to get their ideas across to you (two-way communication – not one-way telling)
To help communication, you need to focus and concentrate on what you are trying to achieve
Be clear and succinct in what you say, but remember to be fully engaged to listening as well

5. What Is Bad Communication?
“Bad Communication” happens when you focus too much on your own agenda (assuming others feel, hear and understand as we do)
Appreciate that not listening, guessing what is to be said next and rehearsing what you will say in response are unhelpful communication habits
Understand that letting your bias or ideas about a person shape the way you communicate with them will inhibit empathy and understanding

6. ? ! Things That Can Go Wrong in Conversations
Being Talked at
Ignored
Attacked
Put down or patronised
Talked over
Told what’s good for you
Unable to express your views
Not permitted to say how you feel
Given advice you neither need or want
? !
Things That Can Help Conversations Be Successful
Find ways to talk with the other person
Don’t ignore people – maintain a healthy connection at all time
Avoid walking away in anger or resentment
Avoid put downs or patronizing
Don’t talk over others – apologise when you do
Don’t tell them what’s good for them
Allow plenty of opportunities for them to express their views
Encourage the other person to tell you how they feel. Ask them from time to time
Hold back on giving advice until you feel they might be ready to hear it. Ask if you’re not sure: “do you mind if I give you some advice?”

7. Choose the Correct Environment
Creating
Empathy
Warmth
&
Be open, honest and sincere – don’t say anything that you don’t mean
Regularly use stories, analogies and metaphors to illustrate your points
Listen with empathy and check that you are being understood
Always put yourself in the other person’s shoes and give them the background and context for your conversation
Choose the Correct Environment
Create a comfortable environment which is suited to your conversation – formal / informal
If the power of authority of your role might get in the way, take steps to minimize its effects
Eliminate physical distractions like poor lighting, interruptions and noise
Reflect back - Paraphrase back – ensure your message is understood
HANDOUT – COMMUNICATION ENVIRONMENTS

8. Removing Barriers to Communication Things That Can Create Barriers
Welcoming/shaking hands
Smiling
Introductory small talk
Making good eye contact
Listening
Sharing your experience
Being open and honest
Asking for feedback
Being prepared to try and understand how the other person feels
Agreeing (when you need to)
Checking your understanding
Not paying attention
Talking over the other person/interrupting
Being angry/attacking
Pretending to be interested, friendly, sincere, and so on
Talking down
Avoiding eye contact
Ridiculing/being sarcastic
Not listening
Knocking down ideas
Scoring points
Making the other person feel stupid
Things That Can Create Barriers
HANDOUT – ELEMENTS OF A CONVERSATION PLAN

9. Success Formulas for Master Communicators
Know your outcome Take action Have situational awareness Exercise behavioural flexibility Operate from a physiology and psychology of excellence Utilize anything and everything to your advantage

10. Reading Non-Verbal Communication
Words 7%
Voice Tonality 38%
Body Language 55%
Communication Is Much More Than Words!

11. HANDOUT – PRECISION MODEL
Handling Objections - LEFT HAND .
What would happen if? What causes or prevents? .
How specifically?
All? Every? Never? .
Who or what specifically?
Compared
to what?
HANDOUT – PRECISION MODEL

12. Probabilities should shouldn’t
Handling Objections - RIGHT HAND .
Verbs being
doing
going happening .
Nouns people
friends
family things .
Probabilities should shouldn’t
must can’t .
Universals always everything everyone never ever .
Comparisons too much
too many
too expensive .
HANDOUT – PRECISION MODEL

13. Introducing the Extended DISC System – Exploring Different Personality Communication Styles
Based on behavioural theories – Carl Jung
Identifies 4 main communication styles
This model is easy to learn, understand and use
People are divided into 4 main styles by identifying if they are more:
People or task oriented
Reserved or active
The four styles are called
D – style (Dominance)
I – style (Influence)
S- style (Steadiness)
C – style ( Correctness)

14. D-Style C-Style S-Style I-Style
Task - Orientation
D-Style
C-Style
Reserved
Active
S-Style
I-Style
People - Orientation
As we move through the program you will learn about the 4 Disc Styles. As you get comfortable with their own unique traits and tendencies, please keep the following points in mind:
None of the styles are better or worse
All styles have strengths and development areas
Our style does not limit what we can accomplish or how successful we can be
By knowing the 4 styles, you will able to modify your style appropriately

15. Understanding the 4 Different Communication Styles - D-Style
Motto – I did it my way
Focus – Actively controls tasks and things
Attributes:
Competitive
Demanding
Results oriented
Assertive
Decisive
Tough
Independent
Impatient
Daring
Strong
Direct
Demanding
Strong willed
Dominating
Brave
Controlling
Under Pressure: lack of concern
D –styles have a tendency to overlook how their actions and behaviours affect others
Fear: loss of control
D-styles have a desire to be in charge. They do not want to give up control

16. Understanding the 4 Different Communication Styles - D-Style (CONTINUED)
Favourite questions: What?
What is the bottom line? What is in it for me?
Communication Style:
Often to only one direction – he/she talks and expects others to listen
Expresses own opinions as facts that need no further discussion
May be blunt and challenges others
Interrupts others often
How to Identify:
Often appears to be in a hurry
Is direct and says what he/she thinks
May be blunt
States own opinions as facts
Interrupts others
May talk to many people at the same time
What’s the bottom line?
Is aggressive
Is demanding
How does this benefit ME?
Very impatient
Becomes irritated easily

17. Understanding the 4 Different Communication Styles - I-Style
Motto: I am a nice person. Everyone should like me.
Focus – Actively involved with people and emotions
Attributes:
Social
Spontaneous
Talkative
Energetic
Visible
Friendly
Careless
Emotional
Charismatic
Impulsive
Optimistic
Participating
Understanding the 4 Different Communication Styles - I-Style
Inspiring
Animated
Persuasive
Expressive
Daring
Strong
Direct
Demanding
Strong willed
Dominating
Brave
Controlling
Under Pressure – Disorganised I-styles have a tendency to focus so much on people that they may overlook details and tasks
Fear : Social rejection
I-Styles have a strong desire to be liked by others

18. Step 1: Understanding the 4 Different Communication Styles - I-Style
Favourite Question: Who?
Who is going to be at the meeting? Who else is using this?
Communication Style
Selling and inspiring
Talks a lot, but not about details
Avoids unpleasant subjects
Good at providing positive, constructive feedback
Not always direct
How to Identify:
Is open and friendly
Talks a lot
Gets easily excited
Is animated
Talks about people he/she knows
Does not focus much on detail
Dos not listen for long
Does not pay close attention
May ask same questions several times
Jump from subject to subject
Stays away from hard facts

19. Step 1: Understanding the 4 Different Communication Styles - S-Style
Motto: if it’s not broken, let’s not fix it
Focus: Involved with familiar people
Attributes:
Steady
Accepting
Caring
Persistent
Supportive
Pleasant
Sincere
Warm
Under Pressure: too willing
S-styles have a tendency to be accommodating and polite. Often they say ‘yes’ too easily
Fear: loss of stablity
S-styles have a desire to have a stable and secure environment. Change can be challenging for S-styles
Step 1: Understanding the 4 Different Communication Styles - S-Style
Reliable
Careful
Emotional
Patient
Calm
Amiable
Stable
Loyal

20. Step 1: Understanding the 4 Different Communication Styles - S-Style
Favourite Question: How?
Communication Style:
Often only in one direction , he/she listens
Answers when asked
Talks calmly
Creates trust
Talks about topics he /she masters
Better in one-to-one situations
Explains calmly and thoroughly
How to Identify:
Is easy going and appears calm
Listens carefully, nods and goes along
Appears thoughtful
“let me think about it”
Likes own physical space
Does not get easily excited
Ponders alternatives, slow in making decisions
Seems to have strong opinions but does not express them vocally
Completely new ideas/things seem to make him/her uncomfortable

21. Step 1: Understanding the 4 Different Communication Styles - C-Style
Motto: If we do not have time to do it right, do we have time to do it over again?
Focus: analyses tasks and things
Attribution:
Analytical
Detailed
Exact
Perfectionist
Systematic
Accurate
Cautious
Careful
Under Pressure: Overly critical
C-styles have a tendency to be so focused on the details that they often find mistakes and errors. The other styles may find C-styles too critical
Fear : Criticism of work
C-styles want to be correct and to produce high-quality work.
They do not want to make mistakes.
Step 1: Understanding the 4 Different Communication Styles - C-Style
Thorough
Distant
Formal
Withdrawn
Quiet
Logical
Controlled
Compliant

22. Step 1: Understanding the 4 Different Communication Styles - C-Style
Favourite Question : Why?
Communication Style:
Better in written communication
Doesn’t express disagreeing views
Includes a lot of facts and details
May miss the big picture
Doesn’t talk about opinions or abstract matters
Extremely diplomatic
How to Identify:
Is quiet, proceeds cautiously
Focuses on details; asks many questions
Is deliberate and controlled
Is not comfortable with physical contact
Appears reserved and somewhat timid
Doesn’t express disagreeing views easily
Is well-prepared may have done homework
Studies specifications and other information carefully
Makes decision only after studying pertinent facts/issues
May be very critical; criticism based on facts, not opinions
DISCUSSION GROUP

23. HANDOUT: WHAT IS YOUR STYLE?
Most people have two styles and are a combination of both profiles. These styles are:
1. Your natural style – who you really are. This style remains fairly stable, but nor rigid, over your lifetime. Your natural style is the style that is the most comfortable for you. It is also the behavioural style that others are most likely to observe in you. Under pressure you will normally convert back to your natural style.
2. Your adjusted style – how you perceive you need to adjust your style in your present work environment. This style is how you feel you need to adjust your behaviour to better meet the requirements of your present work environment. As a result, this style is dependent on the environment and will change as your environment changes. Events such as a new job position, new supervisor, and a new job in another company will change your ‘adjusted style’.
HANDOUT: WHAT IS YOUR STYLE?

24. How to Identify Other Styles
Now that you have identified your style, the next step is to be able to identify the styles of other people so that you may then make the most effective adjustments to yours. This is a skill that takes practice, but is easy to learn. Let’s look at a
3-step process to achieve this.
1. Observe
When you meet someone, pay attention to traits such as:
What the person talks about
How they say it – types of words (e.g., “I” vs “We”; type of questions; e.g., “What”, “Why”)
Body language
Tonality
You will discover that observing behaviours will become second nature. Soon you will observe behaviours without thinking.
“People’s minds are changed through observation and
not through argument”

25. How to Identify Other Styles
Based on your observations determine if the person is more, reserved or active:
Reserved Individual ( S and C- styles)
Talk about present and past and how things are now.
Speak with a calm and fairly quiet voice
Tend to have hesitant eye contact
Active individual ( D and I-style)
Talk about future and how things could be
Speak with a fairly loud voice and inflection
Demonstrate body language that is animated and assertive
Maintain strong eye contact
Assess

26. How to Identify Other Styles
Assess (Continued)
Next Determine if the person is more:
Task-Oriented or People-Oriented
People Oriented individuals (S and I-Styles)
Talk and ask about people
Focus more on people than tasks
Show emotion fairly easily
Task-Oriented individuals - (C and D- styles)
Talk and ask about things
Focus more on tasks than people
Do not show a lot of emotion
IF the person is Task-Oriented, they are either D-Style or C-Style
IF the person is People-Oriented, they are either I-Style or S-Style

27. How to Identify Other Styles
3. Recognise
C-style – Reversed and Task-Oriented:
Talks about:
Facts, analyses, details, rules, instructions
How to identify a C-style:
Is quiet
Focused on detail
Proceeds cautiously
Asks many questions
Is not comfortable with physical contact
Appears reserved and somewhat timid
Doesn’t express disagreeing views easily
Is well-prepared, may have done homework
Studies specifications and other information carefully
May be very critical; criticism based on facts, not opinions

28. How to Identify Other Styles
3. Recognise
S- Style – Reserved and People-Oriented
Talks about:
Agreements, principles, past, one’s team
How to identify an S-style:
Is easy going
Appears calm
Listens carefully
Appears thoughtful
Nods and goes along
“Let me think about it”
Likes own physical space
Does not get easily excited
Ponders alternatives, slow in making decisions
Asks questions and inquires about the specifics
Seems to have strong opinions but does not express them vocally
Completely new ideas /things seem to make him/her uncomfortable

29. How to Identify Other Styles
3. Recognise
D –Style - Active and Task-Oriented
Talks about:
Goals, oneself, hard values, results, change
How to identify a D-Style:
Is decisive
Is assertive
Very impatient
Is direct; says what they think
“What is the bottom line?”
Focuses on the big picture
States own opinions as facts
“How does this benefit ME?”
Often appears to be in a hurry
Makes decisions quickly, almost hastily
May talk to many people at the same time
May have difficulty understanding other’s viewpoints/feelings

30. How to Identify Other Styles
3. Recognise
I-Style - Active and People-Oriented
Talks about: People, team- spirit, good things, future, oneself
How to identify an I-style:
Talks a lot
Is animated
Is open and friendly
Appears unorganised
Does not listen for long
Stays away from hard facts
Does not pay close attention
Jumps from subject to subject
Does not focus much on details
Talks about people he/she knows
May make decisions spontaneously
May ask same question several times

31. Adjusting Your Communication Style
The last and most important step in the process is to adjust your communication style based on:
Your style – identified by either completing your Extended Disc analysis report or from the workshop
The style of the other person – identified by you using the process in the previous step
HANDOUT – CASE STUDY

32. Communication Guide (When Adapting to Other Styles)
D-Style
Be more patient
Talk less, listen more
Allow time for ‘small talk’
Slow down your presentation
Be careful not to dominate the interaction
Focus more on other’s feelings and emotions
Be careful not to come across as blunt or impolite I-Style
Be more direct
Keep to the subject
Remember to follow up
Do not get too emotional
Focus more on details and facts

33. Communication Guide (When Adapting to Other Styles)
S-Style
Talk more
Focus on little less on details
Speed up your presentation
Keep emotions under control
Be more expressive and animated
Be careful not to come across as too opinionated
Be more results-oriented in your communication
C-Style
Be more expressive
Spend more time chatting
Focus on being more inspiring
Speak more about people and emotions
Talk less about detail, facts and figures
Be careful not to appear cold, impolite and distant
HANDOUT: COMMUNICATION IMPLEMENTATION WORKSHEET

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