1. Improving Workplace Relationships – Effectively Communicating with People Who Are Different Than You
October 27th, 2010
Presenter: Andrew Sanderbeck
Waynesville, North Carolina
PCI Webinars

2. Foundation of Learning
Share your experiences. They provide valuable insight.
If you are doing something that gets the results you want, keep doing it.
Take the information you learn here and put it into your own style.

3. Goals and Objectives Guidelines for Effective Communication
Do’s and Do not’s
The LNC’s of Communication
Enhancing Relationships Assessment
What the Results Indicate About Your Communication Style
Techniques for Communicating More Effectively with People Using Different Styles

4. Polling Question #1
The average person listens with only 25% efficiency
True
False

5. Guidelines for Effective Communication

6. DO NOT make assumptions about language proficiency
                                                                           
DO NOT make assumptions about language proficiency
Do not assume that a patron and co-worker:
Speaks English fluently
Does not speak English based on their appearance or the color of their skin
Remember, even if a person speaks English fluently, misunderstandings can still arise, and when a person is not proficient in English, misunderstandings are even more likely.
                                                                                                          
   
                               
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7. Polling Question #2
I work with a diverse population of patrons and/or coworkers
Yes No

8. DO NOT make assumptions about levels of understanding
Assuming they don’t understand may cause a patron and co-workers to feel insulted; however, assuming that they do can also be dangerous, as it may affect communication outcomes.

9. DO Respect different beliefs and attitudes
When appropriate, ask them about their beliefs, attitudes, and experiences and then acknowledge your understanding of and respect for their views and ways of doing things.

10. DO Take the time to explore and resolve any misunderstandings.
Using phrases such as “I don’t think I understand that point”, “Could you try explaining that another way?”, “Let me explain it differently”, may help in resolving misunderstandings.

11. Polling Question #3
I am careful to keep my communication as simple as possible
Yes No

12. DO Speak clearly and slowly using plain, straightforward language
Certain words, phrases, or actions may have different meanings for different people. For example, most English-speaking Canadians use "yes" to indicate their agreement, but in some cultures “yes” can be a form of acknowledgment rather an indication of agreement.

13. DO Verify that you have been understood
It does not usually work to ask the other person “Do you understand?”, as most people will say “yes” whether they understood or not. If you sense that the person is unsure or confused, it may be helpful to say something like, “Just to clarify…” and then restate what you said in a slightly different manner

14. DO Carefully observe nonverbal responses
Be aware of the patrons and co-workers body language as it can provide useful cues. For instance, if someone looks upset even after being told something critical or constructive, he or she may not have understood your message or intention.

15. L = LISTEN External Distractions Internal Distractions Trigger Words
Judging

16. L = LISTEN Prepare / Talking Meetings / Agenda Actively Listening
Rely / Interpret
Mind Already Made Up

17. N = NOTEBOOK Names (Why you should use them) Outcomes (Not Intentions)
Outcomes (Not Intentions)
Clarify (Before and After)
Create Bridges (A visual)

18. C = COLLABORATION What it is/is not
Collaboration = working together, especially with those you sees as difficult and/or different
Collaboration isn’t inviting a bunch of people to a meeting at the beginning of a project
Collaboration isn’t working separately on the same project. It’s all about the „actually working together“, not just contributing bits to a pot

19. C = COLLABORATION
Why it is rare It’s perceived as somehow fluffy, even when the benefits are so obvious

20. C = COLLABORATION When to use it
at the beginning of a project, but not JUST at the beginning
when you’re stuck, i.e. for trouble shooting and problem solving (this is collaborating with a narrow focus)
when you’re looking for inspiration (yes, wide focus)
regularly, well, it must be trained …

21. Polling Question #4
We could collaborate more effectively in our library
Yes No

22. Enhancing Daily Relationships Assessment
New Relationship Strategies

23. Socializers
Appreciation Recognition Great Ideas Spontaneity/Fun Follow-Through People/People Influencers Positive Language

24. Directors/Efficients
Get it Done…Now Results Control Decision-Maker Rude and Abrasive Very Direct Be Productive

25. Thinkers/Factuals
Get it Right Planning/Organizing Structure Indirect Perfectionist Validated Information and Data
Very Organized Work Area

26. Relaters/Loyals
Everybody Get Along Caretakers Routine Very Caring Good Listeners
Not Taking Care of Themselves Reassurance

27. “Do Unto Others As They Would Have Done Unto Them”
The Platinum Rule
“Do Unto Others As They Would Have Done Unto Them”

28. Thanks for Attending Training with PCI Webinars!
Managing Yourself Instead of Managing Time with Andrew Sanderbeck
Wednesday November 3rd at 1:00 pm