Secrets of Great Communication

GROWTH PLANNING EXEC COACHING STAFF ENGAGEMENT MANAGING CHANGE

PEOPLE ORGANISATION AND DEVELOPMENT INTERIM MANAGEMENT

Who are you?

Who is the best communicator in the

world?

You are!!!

Benefits of Good Communication

• If you communicate well:– Increased team work– Clearly understood goals– Early sight of problems & pitfalls– Culture of openness, become a beacon– Respect of others– Enhanced relationships at work and

home

Secrets of Great Communication• Secret No. 1

– We’re all born with the ability to be great communicators

• Secret No. 2– We can all be great sales people

• Secret No. 3– We are all be great in teams

• Secret No. 4– Meetings don’t have to be a waste of time!

We’re all great communicators

Secret No. 1

Our communications tool kit

• Core communication skills– ‘What’ we do

• Managing our communications– ‘How’ we do it

• Awareness of others’ needs– ‘Whom’ we do it for

Core communications

skills

What are our core communications skills?

Core communications skills: what are they?• Listening• Talking (pace, tone and volume)• Questioning• Body language• Sincerity• Congruence

But it takes practice

It takes two, Baby!

Are you a talker or a listener?

Talking & Listening

• Talking– Relax & breathe deeply– Match pace, tone and volume– Pause appropriately– Chunk your words up

• Active Listening– Demonstrates understanding– Nodding– “I understand.”– “So what you’re really saying is…”

Some potentially destructive things to say / do…

• “And your point is?”• “Whatever!”• “Talk to the hand!”• Interrupting• Talking for the sake of it

Do you have any personal bug bears?

The question is…

• Open and closed questions• Types of question:

– Seeking information– Identifying a problem– Clarifying what somebody wants– Securing commitment to act– Ensuring the right outcome

Body language

(Albert Mehrabian)

Body language tips

• Match (don’t copy!) your audience• Practise:

– Handshake– Eye contact

• Be aware of:– Personal space / touching– Pointing– Crossing arms

• Definite no nos:– Yawning– Feet on desk!

Yours sincerely…

Congruence

Managing our communications

Managing our communications• Planning and preparation• Negotiating• Giving feedback• Appearance• Cultural awareness

Planning and preparation

• Know your objective– What outcome are you seeking?

• Consider your audience– What will they be looking for?– How will they be feeling?

• Take time to prepare well– Appropriate not excessive

• Contingency plans

Negotiating

• Assertive not aggressive• Aim to build long-term

relationships• Positive ending to the exchange

Giving Constructive Feedback• Make it constructive or don’t make it at all• Describe what you’ve seen, don’t judge• Focus on the behaviour, not the person• Strike a balance

– ‘Feedback sandwich’

• Keep it short and sweet

Appearance

•What you wear•How you stand / sit•Cleanliness•Culturally appropriate

Awareness of others’ needs

Awareness of others’ needs

• Establishing rapport• Showing empathy• Be aware of people’s

communication preferences• Avoid being an energy sapper

– control your emotions• Give thanks• Telling stories – be an

entertainer

Establishing rapport

• Share confidences• Say ‘thank you’• Mirror body language• Match tone, pace, volume• Encourage, coach & support• Praise loudly, blame softly

Showing empathy

• Put yourself in their shoes – what are their key issues?

• How are they feeling about it?• Use suitable body language &

words / phrases

Communication preferences

• F2F• Telephone• Email• Facebook• Twitter• LinkedIn• Etc., etc., etc…

What happens when we don’t take account of

people’s communication preferences?

Fired by Facebook

We can all be great sales people

Secret No. 2

How do customers buy?

A customer:1.Recognises the need2.Searches for information3.Evaluates alternatives4.Purchases5.Stresses about whether it was the right

decision!

I think I might have a problem

• Establish rapport– Client-centred

vocabulary, e.g. profit or surplus?

• Ask open questions– Distinguish symptoms

from causes

How could I solve this problem?• Brochure, web site• Factual responses to questions• Help line• Follow-up ‘phone calls to answer

queries or clarify what your product can do

• Features and benefits

What’s the best way to solve my problem?• Evaluation of alternatives• Benefits, specific and detailed• Fire the imagination

– Imagine what it would be like if…

• Demonstrate credibility– Use examples, tell knowledgeable stories about how

your product has solved their problem– Be realistic about your product

Let’s get on with solving this problem• People buy people

– Build the relationship using your core skills– Meet their values

• Have you answered all their questions?• Call to action – ask for the sale• Make it easy to purchase

– Communication preferences

Did I make the right decision?

• Post-purchase anxiety• Follow-up• Check whether any questions• Provide information on post-sale support• Keep in touch

We’re all great in teams

Secret No. 3

A simple process to build buy-

in• Engagement workshop:– 2 – 4 hours– Share the challenge / objective– Where are we now?– Where do we want to get to?– Selected team of staff, suppliers,

customers, partners

Where are we now?

• Balanced view – good and bad• Agree on what’s going well

– Use this to motivate

• What are the critical issues and concerns?– Use this to explain why change is

needed

Where do we want to get

to?• How is our strategy affected by the changes needed?

• How do our products, services, finances and markets need to change?

• What do staff need to do differently to make the changes a success?

• How will all of the above changes sort out the issues and concerns?

Tips on building buy-in• Listen• Show that you value all ideas• Steal and build• Refrain from judging people• Encourage solutions, not just issues• Encourage quiet members to participate• See it from their point of view• Recognise that everyone has something to

contribute

Meetings don’t have to be a waste of

time!

Secret No. 4

What are the ingredients of

successful meetings?

The ingredients of marvellous

meetings• Clear objectives and structure• Right people• Roles• Ground rules & behaviours• Format• Notes / actions

The secret’s in the prep…• Plan and prepare

– Objectives– Agenda

• Circulate in advance

– Chair person– Note-taker– Start and end time– Why A.O.B.?

Get the format right• Suitable format

– Board room– Standing– Theatre– Cabaret

• Choose your seat and that of others tactically!

• Fixed timings

Good meeting behaviours• Set the ground rules

– ‘silence is agreement’– One at once– Chair person is the referee

• Stick to the point• Short and sweet

– Fixed timings

• Encourage participation• Be flexible in your style

Secrets… what secrets?

1. We’re all great communicators2. We can all sell3. We can all be great at team

work4. Meetings are a great way to get

things done

Who are Business Doctors?• Planning your growth• Helping you develop as a leader /

manager• Organising, motivating and

developing your staff• Getting hands-on to help you make

the changes happen

Q?