The Essentials Of Communicating With Diplomacy And Professionalism

The Essentials of Communicating with Diplomacy and Professionalism Elliott Institute

Friday, November 14, 2008 11/14/08

Communicating

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Vision Statement Increase Your Credibility to Become a Great Leader!

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Communicating

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Goal and Objective You will be able to pinpoint and eliminate your personal communication snags. Being able to communicate under pressure provides the following benefits:

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Credibility Professionalism Reliability Relationships Communicating Confidence

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Today’s Situation What are some Snags and Solutions? Controlling emotions Prejudice Fear Body language

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Instant Solutions to the Most Common Communication Problems: Remain Objective LISTEN ASK Questions Concentrate on common ground Create common ground 11/14/08

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Other Available Communication Solutions: Know your level of Credibility Make sure your instructions are clear and understood Handle disagreements in five steps Break the habit of excuses Respond to questions “on the spot” with five proven steps Say “No” with U.S.A. Method 11/14/08

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Listening will bring you great POWER! List all factors that prevent effective listening…then Tune In Turn away from distractions Ask, “What is it we are going to talk about?” Ask Questions: Ask for an overview statement Notice, but don’t take delivery style (body language; eye contact; proximity) too seriously Repeat the message back—in your own words Take a moment to consider before responding

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Getting a rambler to cut to the chase: 1. Agreement up front “Yes, I have __minutes before I have to ___. Use honestly to manage time. 2. Advance warnings Say, “We need to get to the topic early.” 3. Topic focus Say, “I’m having trouble focusing on your message…can we zero in?” Write questions down for the Rambler. 4. Interruptions Bring them back Ask modifying questions Say: “Is this critical to the solution?” 11/14/08

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Managing conflict Vs. Solving conflict “Being Unconditionally Constructive Is the Key to Your Success”

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Where Do Most Problems Come From? 1. Information (facts and data): 2. Methodology (how to solve): 3. Priorities: (What gets done first? For whom?) 4. Goals: (Lower expenses OR increase advertising) 5. Values:

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Ethics Work Personal Political Gender Racial

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All We Want is a Little Respect Emphasize Listen Be a model of diplomacy Your Benefits are: Decreased conflict Increased Productivity Stronger relationships 11/14/08

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Four Types of Questions Closed Ended Questions FACTS only Yes/no/a figure Closed information Questions FACTS only Time something arrives/takes Open Information Questions Rapport building Ways I/they can help Open Ended Question Rapport building Ideas/opinions/other ways to approach this? 11/14/08

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The #1 Motivator Listed by Most Employees? Appreciation: “ I am proud of you.” ---James K. VanFleet Praise desired actions – Focus on the positive

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Encourage Respect Preventative Techniques Build Relationships (Vs. defensiveness) Be a role model (Ask for help Vs. saying: “I need this or that now.”) Insist on Respect Don’t let wounds go untreated 11/14/08

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Giving Constructive Feedback When you (do something)… I feel…(response: {my reaction is})… Because I…(give short response)… Pause…(for feedback)… I would like…(to do differently)… Because…(Benefit to listener)… What do you think?…(listen) 11/14/08

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Take Note!

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Watch your thoughts; they become your words Watch your words; they become your actions Watch your actions; they become your habits Watch your habits; they become your character Watch your Communicating 19

Behavioral Style Seven Body Language Signs to Watch For Resistance Interest Indifference Impatience Fear Puzzlement Surprise

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Four Styles of Workers: Relater Open Indirect

Socializer Open Direct

Thinker Guarded Indirect

Director Guarded Direct Communicating

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