1. Tips to Help New Managers Communicate Effectively
 Talk Less & Say More:
Tips to Help New Managers Communicate Effectively
Ontario Library Association
Super Conference
February 2, 2018

2. Let’s Get Social
#olasc18 #OLASC #worktalksuccess Website:

5. Agenda Emotional Gatekeeper 4 Sparks of Success – conversation matrix
Talk vs. communicate vs. converse
Samples of ‘go to’ statements

6. “60-90% of a manager’s time is spent talking.”
Managing. Henry Mintzberg, 2011. .

8. We Feel Before We Think
Photo credit: Pam Stanton

9. The 4 Sparks of Success

10. The 4 Sparks of Success (Conversation Matrix) Valuable Team Member
(Gives Social Trust)
“You’re an asset to the team.”
Efforts Rewarded
(Gives Boost to Finish)
“Keep up the good work.”
Personal Recognition
(Helps Feel Valued)
“That’s a great idea.”
Take Risk
(Support to Take Risk)
“Go for it.”
Intellectual property of Soilleirich Communications Group

11. The 4 Sparks of Success (Conversation Matrix) Motivation
Valuable Team Member
(Gives Social Trust)
“You’re an asset to the team.”
Efforts Rewarded
(Gives Boost to Finish)
“Keep up the good work.”
Personal Recognition
(Helps Feel Valued)
“That’s a great idea.”
Take Risk
(Support to Take Risk)
“Go for it.”
Cooperation
Passion
Performance
Intellectual property of Soilleirich Communications Group

12. Conversations At Work. All Rights Reserved.
Decode a Conversation
Conversation Clues “I just thought we could chat…” “What is new with you?” “How are things?” “I want to confirm something with you…” “I am looking for a gut check…” “I want to reconfirm the plan…” “I don’t know what to do…” “I’m not sure if this is right… “I feel overwhelmed…”
“Spark” Needed
Valued Team Member
Take Risk
Connection
Efforts Rewarded
Personal Recognition
Assurance
Valuable Team Member
Support
Conversations At Work. All Rights Reserved.

13. Feedback Fuels Performance
Input:
Conversation
Feel
Act
Hear
Output:
Performance

14. How Communication Impacts Performance
Staff: Thrive (Engaged)
Confident
Performance is High
(Mgr. involvement low)
Staff: Survive (Disengaged)
Fearful
Performance is Low
(Mgr. involvement high)
Tipping Point
Communication
Breakdown
“Spark” of Success Lost
Intellectual property of Soilleirich Communications Group

15. Social Trust vs. Social Pain

16. Types of Conversation
Talk
Communicate
Converse

17. Types of Conversation Talk Communicate Converse No clear message
Message to Deliver
Seek feedback on message
No agreement needed
Look for buy-in
Seek consensus
No call to action
Assign a call to action
Discuss and pursue a call to action

19. Ways to Say “No”
“Not now because…” “Thank you, I wish we could but…” “That’s a good idea but…” “I’m not sure because…”

20. Ways to Say “Maybe (Maybe not)”
“Thank you, leave that with me and we’ll come back to that idea.” “You raise an interesting point.” “I like where you are going with that. The execution we would have to consider…” “I hear where you are coming from.”

21. Don’t Know How to Respond
“Let me think on that one…” “I hadn’t thought of that…let me get back to you” “Leave that with me to consider…” “Tell me more about what you are thinking.”

22. Switch Between Personal and Work
“I’m glad that worked out for you. Looking at the time I think we should switch over to work now…” “…that’s great NAME. Switching tracks now, I’d like to talk about the items on our agenda for this call” “Cool. Thanks for the update. Shall we flip over to work now?”

23. Brief Not Curt – 1, 2, 3 Formula
5Ws to set the stage Statement about the person that is true, encouraging and believable What you need to say succinctly 1. “Matt, I’m running out the door and I need you to finish unpacking those 6 boxes before I come back from my meeting. The directions are in this I wish I could answer any questions but I trust you to figure things out. I’ll stand by your choices. You did a terrific job last month when we had the donation from the church. You’ve got this. 3. Any questions before I run?”

24. Universal Requests Made by Employees
Ask more questions (do less talking)
Keep your commitments
Be authentic
Encourage risk taking

25. Contact Info:
Janet Hueglin Hartwick Website: