Enhancing Your Communication Skills: Getting Results & Managing Conflict Facilitator: Heather Dudley, MS Brookhaven Hospital Director of Administrative Services

Heather Dudley, MS Director of Administrative Services Brookhaven Hospital CEO/Owner of ULead Consulting OSU Masters of Science: Teaching Learning and Leadership Emphasis: Occupational Education Alcohol Beverage Law Enforcement (ABLE) Commissioned Facilitator & Trainer DiSC® Behavioral & Communication Assessment Administrator Franklin Coveys Signature Series of 7 Habits of Highly Effective People Certified Facilitator Hogan Personality Inventory Assessments Administrator (HPI, HDS, MVPI) Hogan Leadership Forecast Series for Development/Coach Hogan Leadership Forecast Series for Team Development Managerial Readiness Profile (MRP) Online Assessment Administrator OC Tanner Orange Revolution Certified Facilitator

Objectives Increase Effectiveness Reduce Stress

D i SC

Agenda for Today… Explore trust in communication Discover your communication style Provide an overview of each style Recognize the conflict responses in each style

Exploring Trust How many of you in this room feel you are trustworthy? CREDIBILITY Skill, knowledge, experience COMMUNICATION Managed expectations CONSISTENCY History 1.Unconscious, thoughtless or misinterpreted acts undermine existing trust. 2.Some are reluctant to risk trusting others. If everyone is trustworthy, then why is there so little trust?

Trust: How well do you deliver on the 3 factors that inspire trust? What level of credibility do you hold? How consistent are you in your actions & decision making? How well do you communicate to build confidence & reassurance within your team?

Communication: why do we do it? To solve problems To give information To get information (understanding) To cultivate a relationship

Purpose of Understanding Styles Help us identify the different ways we behave so we can: Minimize potential conflict with others Maximize our potential for success

Discover Four Styles of Behavior and Explore the General Preferences of Your Communication Style Introduction to the Styles

Thoughtful Steadiness Accepting Influence Accepting Steadiness Active Questioning Dominance DiSC ® Model Influence Active Dominance Questioning Conscientiousness D i SC

DiSC ® Model Less Powerful than the Environment Perceives Self as Less Powerful than the Environment(ADAPT) Unfavorable Perceives an Unfavorable Environment (DETACH) Conscientiousness Dominance Favorable Perceives a Favorable Environment (AFFILIATE) Steadiness Influence More Powerful than the Environment (CONTROL) Perceives Self as More Powerful than the Environment (CONTROL) D i SC

D DOMINANCE Emphasize:shaping the environment by overcoming opposition and challenge Tendencies:getting immediate results, taking action, accepting challenges, seriousness Motivated by:challenge, power and authority, direct answers Fears:loss of control in their environment; being taken advantage of You will notice:self-confidence, decisiveness, direct eye-contact, and risk-taking Limitations:lack of concern for others, impatience

i INFLUENCE Emphasize:shaping the environment by persuading and influencing others Tendencies:involvement with people, making a favorable impression Motivated by:social recognition, group activities, relationships, fun, and self-expression Fears:social rejection, disapproval, loss of influence You will notice:enthusiasm, charm, sociability, creativity, animated, and gestures Limitations:impulsiveness, disorganization, and lack of follow through

S STEADINESS Emphasize:achieving stability, accomplishing tasks by cooperating with others Tendencies:calm, patient, loyal, good listener Motivated by:infrequent change, stability, sincere appreciation, cooperation, and clear goals & steady progress Fears:loss of stability, the unknown, change, unpredictability, and feeling pressured You will notice:patience, a team player, stability, methodical approach, calm Limitations:overly willing to give, putting their needs last

C CONSCIENTIOUSNESS Emphasize:working within circumstances to ensure quality and accuracy Tendencies:attention to standards and details, analytical thinking, and taking their time Motivated by:clearly defined performance expectations, quality and accuracy being valued Fears:criticism of their work, slipshod methods You will notice:behavior that is cautious, precise, diplomatic, restrained, and little or few facial expressions Limitations:overly critical of self and others, indecision because of desire to collect and analyze data

Learn About Your Behavior When You Are in Conflict With Others Conflict and Stress

Objectives Discover what your style experiences when in conflict with others Discover Learn Learn how to maximize your effectiveness when you are under this kind of pressure

D i SC Tell Assertive (Fast) Ask Assertive (Slow) People Focus Task Focus

Focus on LogicFocus on Feelings Tends to Suppress Tends to Assert EXPRESS Goal: Acknowledgement i SC D Comply Goal: Harmony WITHDRAW Goal: Justice DEMAND Goal: Victory

D - DEMAND Goal: VICTORY Becomes aggressive and autocratic Creates win/lose outcomes Refuses to bend Overpowers with force

i - EXPRESS Goal: ACKNOWLEDGEMENT Wants to be heard Glosses over tension initially Verbalizes feelings impulsively Personally attacks

S - COMPLY Goal: HARMONY Avoids aggression Tries to save relationships Accommodates or gives in Simmers beneath the surface

C - WITHDRAW Goal: JUSTICE Becomes defensive Strategizes in a controlled fashion Resists passive-aggressively Overpowers with logic and facts

Dealing with Conflict How do others react to your behavior? How do you think it affects others? What should your style focus on in conflict? We all use ineffective behaviors when we are under pressure. Consider alternatives for better outcomes.

Adapting Your Style DISSATISFIERS: Routine, mundane Lack of authority Lack of respect TONE OF VOICE: Strong, clear, confident Direct Fast pace WORDS/CONTENT: Win Lead the field Results Now, Immediate Bottom line Challenge ENERGIZERS: Challenges Opportunities to lead Tough assignments BODY LANGUAGE: Keep your distance Strong handshake Lean forward Direct eye contact DOS AND DONTS: Be clear, specific and to the pointDont waste time Stick to businessPresent facts logically Be prepared and packagedAsk specific what questions Provide alternative choicesDont offer guarantees you cant keep Take issue with the facts, not the personProvide a win/win opportunity Let it be his/her idea WORKING WITH THE CORE STYLE D

DISSATISFIERS : Social rejection Skepticism Negativity TONE OF VOICE: Enthusiastic Modulations Persuasive, colorful Fast pace WORDS/CONTENT: Fun I feel Socialize, recognition Exciting Picture this People ENERGIZERS : People interactions Social recognition Inspiration BODY LANGUAGE: Get close Sit next to Smile, relax, have fun Friendly eye contact Expressive gestures DOS AND DONTS: Support their dreamsAllow time for socializing Talk about people and their goalsDont drive for facts, figures Ask for opinionPut details in writing Provide ideas for implementing actionsProvide testimonials – important people Dont talk downOffer incentives for risks Make them feel special WORKING WITH THE CORE STYLE i Adapting Your Style

DISSATISFIERS: Loss of security Lack of closure Surprises No home base TONE OF VOICE: Warm, soft, calm Steady Low tone, volume Slow pace WORDS/CONTENT: Step-by-step Help me out Guarantee, promise Think about it, take your time ENERGIZERS: Defined territory, Security Closure Team Harmony Opportunity to serve BODY LANGUAGE: Relaxed, calm Methodical Lean back, dont rush Friendly eye contact Small gestures DOS AND DONTS: Start with personal connectionShow interest in them as a person Listen!Dont force a quick response – patience Present your point logically, non-threateninglyDont interrupt Look for hurt feelingsProvide personal assurances/guarantee Dont mistake willingness for agreementAllow time to think/make decisions Provide information WORKING WITH THE CORE STYLE S

DISSATISFIERS: Personal criticism Moving too fast Decisions without data Irrational feelings/emotions TONE OF VOICE: Controlled, direct Thoughtful, precise Little modulations Slow pace WORDS/CONTENT: Here are the facts The data show Proven Take your time, no risk Analyze Guarantees ENERGIZERS: Information Quality Standards Compliance to rules Analysis, research BODY LANGUAGE: Keep your distance Sit across from Firm posture Direct eye contact Little/no hand gestures DOS AND DONTS: Prepare your caseDont be disorganized Approach in straightforward wayDont be casual, informal or personal Provide policies/rules to followBuild credibility – look at all sides Give time for decisionsPresent specifics Be conservative, dont over promiseHelp them do things right Take time, but be persistentBe fair and consistent Prove with factsLoyalty WORKING WITH THE CORE STYLE C Adapting Your Style

Control DetachAffiliate Adapt

Review We all communicate differently based on our natural style (DiSC®). Sometimes differences can cause conflict and stress…awareness of your styles strengths and challenges is the first step in overcoming conflict. Questions? Thank you for your participation!

Resources DiSC® Model, Inscape Publishing, Inc., Minneapolis, MN DiSC QuickDiSC®, Inscape Publishing, Inc., Minneapolis, MN Indra DiSC®, Inscape Publishing, Inc., Minneapolis, MN