Leadership Mastery Series Effective Communication Workshop

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

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?

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

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

? ! 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?”

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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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?

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”

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

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

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

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

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

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

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

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

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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