Professional Development: Interpersonal Communications November 30, 2016 Presented by Al Simon

Elements of Communication What’s in a Message? Elements of Communication Face-to-Face On the Phone

Active Listening Listen to understand, not just to respond Paraphrase back what you heard Restate information that needs to be exact

??? Hearing vs Listening Hearing Listening Filters  Register/ Perception ??? Sound  Ear drum  Cochlea  Auditory Nerve 

Primary Sensory Dominance Visual Auditory Kinesthetic

VISUAL Can you picture this scenario? Do you see what I’m trying to say? I can envision a solution for you  

AUDITORY Do you hear what I am saying? Does this sound doable to you? Hear me out on this

KINESTHETIC Do you have a feel for this concept? Let me try to get a grasp of the situation I’d like to get my hands on that product

Communication Preferences D ominate I nfluencer S teady Relator C ompliant

Dominate

Decisive Strong-willed Demanding Don’t Listen Dominate Decisive Strong-willed Demanding Don’t Listen Tough Direct Independent Self-centered Impatient Competitive

Dominate DO’s DO NOT’s Under pressure Lack of concern Fear Give immediate feedback Concentrate on Subject Stay results oriented DO NOT’s Frustrate desire to take action Restrict power Spend time on non essentials Under pressure Lack of concern Fear Loss of control

Influencer

Influencer Sociable Talkative Open Enthusiastic Energetic Persuasive Spontaneous Emotional

Influencer DO’s Show enthusiasm Smile Let them talk DO NOT’s Put down enthusiasm Focus on details React negatively Under pressure Disorganized Fear Social Rejection

Steady Relator

Steady Relator Calm Steady Careful Patient Family-oriented Modest Trustworthy

Steady Relator DO’s DO NOT’s Under pressure Too Willing Fear Slow Down Provide assurances and Support Give time to decide DO NOT’s Be restless or pressure for action Make sudden changes Fail to deliver on promises Under pressure Too Willing Fear Loss of Stability

Compliant

Compliant Precise Follows rules Logical Careful Formal Disciplined Quiet

Compliant DO’s DO NOT’s Give detailed information Answer questions patiently Give time to think and analyze DO NOT’s Keep information to yourself Pressure for immediate decision Be too chatty Under pressure Overly Critical Fear Criticism of Work

Match & Mirror Body Language Tonality