Communication Skills

CommunicationCommunication

Influence, Relationships and Performance Influence, Relationships and Performance

A Thought A Thought

A man is seldom better than his conversation

- German Proverb

Contents Contents Enlarge Your Influence a. Convey Information b. Listen c. Personal power Building Rapports a. Compassion b. Knowledge c. Network Managing performance a. One Minute Goals b. One Minute Praise c. One Minute Feedback

Ground Rules Ground Rules One Person Talk at a time Ask questions Freedom of movement Sleeping is allowed Mobile Phone on silence mode

Communication Games Communication Games1. Definition

Beautiful people - Name House - Draw Green – Imagination

2. Draw Picture – face flipchart

3. Draw Picture – face audience

4. Describe direction

What is Communication?What is Communication?

SENDER RECEIVER

Feedback

receiver sender

Communication is the process of sending and receiving information

among people…

MediumEncode Decode

What do you learn? What do you learn? Communication Process

Visual/Kinetics/Auditory

We need to improve communication... asWe need to improve communication... as

70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard

Processing is 4 time faster than speech

Part A Enlarge Your InfluencePart A Enlarge Your Influence

Convey Information Listening Personal Power

Convey Information Listening Personal Power

A. Convey InformationA. Convey Information

A. Convey Information A. Convey Information Get attention Give the benefits of listening Based on what they know Speak slow and clearly Organize Info Big Picture Group Info – 3-7 Points Support each point with examples/pictures Check Understanding Do you understand? Can you show me?

For example H1NI For example H1NI

75 People

For example H1NI For example H1NI

H1N1 H1N1

H1N1 H1N1

Group Exercise Group Exercise In a group of Five. Practice “convey information” Choose one person to be the

feedback “What have you done well?” “What do you need to improve?” 5 minutes prepare, 2 minutes present, 1 minute feedback Total Time 20 minutes

B. ListeningB. Listening

Listening Listening Show Interest “I am listening” Focus on the key issues “What is the key issues?” Summarize and check “Let me summarize…” Identify the common thread “What is the common issues?” Responds to feeling

How Do You Show Interest? How Do You Show Interest?

5W1H

Skills and Best Practices: Skills and Best Practices: Advice to Improve Nonverbal Advice to Improve Nonverbal Communication SkillsCommunication Skills

Skills and Best Practices: Skills and Best Practices: Advice to Improve Nonverbal Advice to Improve Nonverbal Communication SkillsCommunication Skills

• Maintain eye contact.

• Nod your head to convey that you are listening or that you agree.

• Smile and show interest.

• Lean forward to show the speaker you are interested.

• Use a tone of voice that matches your message

PositivePositive Nonverbal Actions Nonverbal Actions Include:Include:

Listen to the Story Listen to the Story First Love Hobby Best Teacher Best Place Best Friends

Motivate the person to talk by ?Deep listeningListen with Eyes – Facial Expression

Tips Tips- “Can u tell me more?” - Pace of speaking - Imitate their body language

C. Personal PowerC. Personal Power

Personal Power Personal Power Position Knowledge and Experience Rewards (Money, Recognitions,

Challenges) Penalty Inspiration

Personal Power Personal Power Position

“ I am the boss”

Personal Power Personal Power Knowledge and Experience

“ Based on my experience…”

Personal Power Personal Power Rewards (Money, Recognitions,

Challenges)

“ If you do this, you will be…”

Personal Power Personal Power Penalty

“ If you continue do this, this is the consequences..”

Personal Power Personal Power Inspiration

“ We can change it. The benefits are .…”

Applications Applications

How can you apply this in your job to influence people?

II. Communication to Build RelationshipII. Communication to Build Relationship

Compassion. Network. Knowledge Compassion. Network. Knowledge

Contents Contents

A. Compassion

B. Knowledge

C. Network

Relationships Building Relationships Building Emotion Bank Account

Emotional and analytical zone

Emotion

Emotion Zone

Analysis Zone

Tim Sanders Tim Sanders Three ways to build relationships

(Tim Sanders of Yahoo):

CompassionCompassion

the human ability to reach out with warmth

SUPPORT & LISTEN

the human ability to reach out with warmth

SUPPORT & LISTEN

1. How can I help? 1. How can I help? Helping others is the way to shape

cooperative environment Wal Mart: Drop your work to support

your colleagues

1. How can I help? 1. How can I help?

Spread good news, not gossip

Share your experience of helping co-workers

WIIFM? WIIFM? Build Network Create Joyful environment Lower resignation rate Create a pleasant experience

2. Listen with compassion 2. Listen with compassion

B. Listening with Compassion

- Listen with intend to understand

- Caring

- rephrase the story

- Focus on them

NetworkNetwork

your entire web of relationships

your entire web of relationships

Network – Informal Influence Network – Informal Influence

Social resource to build network for employees

Calls to PM Calls to PM How many calls you need to make to

reach Prime Minister?

Process ProcessWork Match

Collection Connecting Dissappearing

Collection Collection 1 Prepare yourself – store your card 2. SWAP cards 3. organize card 4. Input data (outlook) 5. Follow Up (send email/phone)

Connecting Connecting Tune your receiver

what they want vs what they need Arrange to meet

– Government Affairs– Speaking Engagement

Disappearing Disappearing No commission

Circles Circles

Circle of Influence

Circle of Concerns

WIIFM WIIFM Create trust Enlarge your network To feel useful They listen to you because you have

helped them Reputation

KnowledgeKnowledge

everything you have learned and everything you continue to learn

CAPTURE INFO & SHARE

everything you have learned and everything you continue to learn

CAPTURE INFO & SHARE

Learn faster Learn faster

Our only competitive edge is to learn faster than our competitor

Capture Capture Build relationships through knowledge

sharing Knowledge is social currency for easy

conversation (boring or interesting) Capture in many forms:

Internet, Blog, Books, Podcast, Interview, TV, Magazine

Encoding: digest knowldge Encoding: digest knowldge Read for future application Master the reading and learning skills Books are the cheapest form Books: Outline, Org Structure, Index,

Audio, Multimedia. Online Video

Application Application At work Support colleagues Coach subordinates

Info Info What information you want to have?

How many books are you planning to read this year?

Who can you share your knowledge ?

My next course: Internet research

Concluding Section Concluding SectionThree ways to build emotional

and trust:

Compassion

Network

Knowledge

,

Performance Communicate Performance Communicate

Target Audience Target AudienceNot only for managers

Yourself Employees Family

One Minute Goal One Minute Goal Goal Setting Machine Boundary: empty car park SMART

Steps Steps Establish goals with employees Get both party agreed specifically Check the progress periodically Ask them to do self appraisal:

“things do well”

“things need to improve” Offer help, guidance and ideas (optional) Check your goals once in a while for a

minute

SMART SMART Specific & SituationalSpecific & Situational Measurable & MotivatingMeasurable & Motivating Action-oriented & AlignedAction-oriented & Aligned Realistic & RelevantRealistic & Relevant Time-bound & Track ableTime-bound & Track able

Identify Goals Identify Goals Your own career goals Your own personal goals Subordinate goals Family goals

General Specific

Applications Applications Brainstorm how the goal setting can

be used in each of the category Your own work? Your personal life?

Exercise Exercise Goal (general)

Detail(specific)

Date(Deadline)

Work

Personal

At Work At Work Don’t policing your employees Work is not progress linear Yes….But Assign more work (performance

punishment) Criticizing mercilessly

Meeting F2F Meeting F2F face to face meeting “How are you doing in this area?” “Anything I can help in this area?” “Done anything special?”

One Minute PraiseOne Minute Praise

Recognizing AchievementRecognizing Achievement

Human Potential Human Potential "If we are going to bring out the

human potential at its best, we must first believe in its existence and its presence."

Viktor Frankl, 1905-1997

Focus on Strengths Focus on Strengths

"The task of leadership is to create an alignment of strengths, making weaknesses irrelevant."

Peter Drucker,

The Father of Modern Management, 1910-2005

People will do what you are rewarding them to

People will do what you are rewarding them to

Why? Why? Recognition

(human psychology needs) Appreciation

(feel valued; not taken for granted) Encourage positive behaviors

(People do what you are rewarding them to)

Maslow Hierarchy of Needs Maslow Hierarchy of Needs

Basic needs– Physiological needs - food, water– Safety needs

Psychological needs– Need for love and belongingness– Need for esteem - success and

status Self-Actualization

– Realizing one's potential, self-fulfillment, understanding, insight.

Attitudes Attitudes Think well of

yourself

Think well of others

Strengths Better

You can choose You can choose You can choose your hat Yellow or Black Yellow = Optimistic Black = Negative Think of one of your good friend

Yellow

Black

Food for Thought Food for Thought Thinking about the one thing

that will make the morning sun a little brighter

Star Buck/ Bugis Junction

One Minute Praise One Minute Praise Get their attention Be specific - sincere Impact to you or othersImpact to you or others Eyes contact – facial expressionEyes contact – facial expression PraisePraise Stop. Let them respondStop. Let them respond Reinforce the behaviorReinforce the behavior Thank the personThank the person

Flashback Flashback How have you applied OM Praise to

yourself in the past? Give your own example

How have you applied OM Praise to your staff/ colleague in the past ? Give your own example

How have you applied OM Praise to your family in the past? Give your own example

Future Application: Now Future Application: Now Target Detail

/Sentence(Incident)

(Deadline)

Own

Colleagues

Family

One Minute RedirectsOne Minute Redirects

Performance ImprovementPerformance Improvement

Off TrackRedirect

Right Track

Traffic Flow

Redirects Redirects Performance lapse Work not up to expectation Procrastinate report Scold people for no reasons Politicking Take company property Over claims Negative attitudes

Redirects Redirects Personal: Self evaluation

“how can I do better?”

“have I achieved the target?” Employees

“how can we do better?”

“how can we help?” Family

“Any problems?”

“Want some helps?”

It won’t happen often if you It won’t happen often if you Sit down with them in PLANNING

stage FOLLOW UP with them in the middle

of the project or task Provide them TRAINING before the

task DELEGATE properly – resources,

expectation, timeline, authority, methods

Utilize their STRENGHT

Talk and Share Talk and Share

COMMUNICATION

SESSION

Redirects Redirects

Gentle but firm no need to shout or show sour face”

Never do it in the public

When your mood is good

No personal attack “ you are so lazy”

Redirects Redirects No right or wrong Focus on effectiveness

(less time/people/cost) Focus on objective

Old Methods Old Methods

Scold Revenge: bad

increment Sour face Cold storage Ignore Beat/slap

Methods Methods Self Appraisal

– refer to the agreement (OM Goal)– “What went right?– “What could be improved?”

Methods MethodsSuggestion

- Propose the employees some

suggestions- “Would you like to try doing this…|

because. What do you think?

Methods MethodsAffirmationAffirmation• Affirm person’s past performance in Affirm person’s past performance in

this area this area • State the problemState the problem• Ask if help neededAsk if help needed

“how can I help”“how can I help”• Seek for solution Seek for solution

Methods” Methods” Fact Finding

Do your homework (data)Do your homework (data)

* tell the person what they did* tell the person what they did “ I observe….”“ I observe….”• tell the person how you feeltell the person how you feel

and how it affect your work (surprise, and how it affect your work (surprise, disappointed, strange)disappointed, strange)“I feel…because….”“I feel…because….”

* pause (for them to explain)* pause (for them to explain)• Propose a Propose a solutionsolution • ““I would you like to …….”I would you like to …….”

Sharing of other methods Sharing of other methods

Sharing

Taboo TabooDon’t…..Don’t…..

Attack personallyAttack personally

Store up your redirectsStore up your redirects

ThreatenThreaten

Redirect in publicRedirect in public

Redirect a learnerRedirect a learner

Role Play Role Play Remember incident you have to do a

“redirect”. Role Play Observer

Summary Summary One Minute Goals

Have I achieved my goals?

One Minute Praise

The area you have done well is…

One Minute Redirects

What would you like to do?

Receiving Feedback Receiving Feedback

Self ImprovementSelf Improvement

RISKYBUSINESS

Redirects

Motive must be right Motive must be right

CARE

Care and Risk Care and Risk Body Odor Bad Breath Stinky Stocking

Ratio of Feedback Ratio of Feedback

10%

LogicLogic

Thank the Person

General Reaction General Reaction

ANGRY Embarrass

Emotional and analytical zone

Emotion

Emotion Zone

Analysis Zone

USE QUESTIONS TO REDIRECT THE MIND

Fire Fire

Panic

High Stress

Ask Questions

Experience Experience Share with us your experience of

receiving feedback?

Discuss with the group

Technique (1) Technique (1)1. Welcome Feedback

2. Don’t Justify; Just LISTEN

3. Ask for detail 5W1H

Tips Tips5. Ask for Guidance

Can you give me some tips how to do it better?

6. Appreciation

Thank you

Tips Tips I have never thought of that. TQ

2. Let me think about it. I will get back to you.

3. I overlook that. I will do it by Monday next week

Question Question

If you receive feedback openly, what would they think of you?

Role Play Role PlayEXERCISE: Role Play Stocking Body Odor Late Procrastinate

SUMMARYSUMMARY

One Minute Manager

Building Relationship

Receive Feedback

One Minute Manager

Building Relationship

Receive Feedback

SharingSharing

New/Good

Application

New/Good

Application

Common Common Common Sense ≠ Common Practice Our challenge is to adopt new

practice