1. Enhancing Relationships & Increasing Credibility
Steve Bergeron
Certified Dale Carnegie Trainer
ISO-404-PD-EV-0908-V2.0

2. WHAT’S IN THIS FOR YOU? Become even more amazing with People
Enhance your communication
Increased credibility
You’ll get a warm smile, a handshake, and $500 cash from the person sitting next to you (maybe)

4. Cycle of Performance Change
Need to
Want to
Can do
Will do
Habits
Outcomes
Behaviors
Results
Attitude
Skill
Knowledge
Experiential
Learning
Practice with coach
Fundamentals
Concepts
Principles

5. Cycle of Performance Change
Need to
Want to
Can do
Will do
Habits
Outcomes
Behaviors
Results
Attitude
Skill
Knowledge
Experiential
Learning
Practice with coach
Fundamentals
Concepts
Principles

6. Example of Performance Change Model

7. 2. Give honest, sincere appreciation
Enhancing Relationships
1. Don’t Criticize, Condemn, or Complain
2. Give honest, sincere appreciation
3. Arouse in the other person an eager want
4. Become genuinely interested in other people
5. Smile

8. “I’m terrible with names”
6. Remember and use people’s names
AAAAAAHHRRRG!
“I’m terrible with names”

9. Question: What is on the back of the Ten or Twenty Dollar Bill?
US Treasury
White House

10. Enhancing Relationships
6. Remember and use people’s names
7. Be a good listener

11. Openness Intensity Empathy How to be a great Listener
Always listen with:
Openness
Intensity
Empathy

12. Enhancing Relationships
6. Remember and use people’s names
7. Be a good listener
8. Talk in terms of the other person’s interest
9. Make others feel important– and do it sincerely

13. Enhancing Relationships
Cooperation vs Compliance

14. Human Relations Skills

15. Team Map Me Team Member Team Member Team Member Team Member
Transition to conagra story
Team Member
Team Member
Team Member

16. What people believe when Incongruent
Tone
Body Language
Words
Words: 7%
Body language:
55%
Tone of voice:
38%

17. Let’s Energize our Communication

18. What We Do How We Look What We Say How We Say It Credibility Window
Talk from the heart
Enthusiastic
Eager
Exited
Keep Audience in Mind
Gestures
Facial Expressions
Posture
Stance
Eye Contact
What We Say
How We Say It
Clear
Concise
Talk in Terms of Others Interests
Arouse an Eager Want
Vocal Variety
Dynamic
Pacing
Articulate
Emotion

19. Today’s Key Points What we learned:
Nine People Skills for Enhancing Relationships
Importance of Remembering Names
How to become a better listener
How to increase credibility by energizing our communication
Four ways others perceive us
How to create a meaningful purpose

20. Action Plan
What is one thing I am willing to work on that will improve my interactions with others?
How will this benefit me personally and professionally?
By improving in this area, others will perceive me as someone who is _____ ?

21. Thank You