3/6/2017

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Welcome!

10 полезные советы для более

эффективного

информирования

Dave Molenda, CGA, CPBA, CPMA

Positive Polarity, LLC

10 полезные советы для более

эффективного

информирования

10 helpful hints to better

communicate

3/6/2017

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How many spoken

languages are there in the

world today?

Approximately 6,500

about 2,000 of those languages

have fewer than 1,000 speakers

The better the communication, the higher the

employee engagement

1. 27% higher profits

2. 50% higher sales

3. 50% higher customer loyalty

4. 38% above average productivity

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How important are communication skills,

anyway?

Statistics point to the fact that approximately 85% percent of our success in life

is directly attributable to our communication skills. That means that no

matter how ambitious, how committed, or how highly educated someone is,

they still have a low probability of success unless they develop the right

communication skills…

Count the number of “F”’s in the sentence

below…

FINISHED FILES ARE THE RESULT OF YEARS

OF SCIENTIFIC STUDY COMBINED WITH THE

EXPERIENCE OF YEARS.

How many did you count?

A. 1

B. 2

C. 3

D. 4

E. 5

F. 6

G. 7

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Count the number of “F”’s in the sentence

below…

FINISHED FILES ARE THE RESULT OF YEARS

OF SCIENTIFIC STUDY COMBINED WITH THE

EXPERIENCE OF YEARS.

6 is the correct answer!

10 helpful hints to better communicate

1. Seek first to understand, then be understood…

Communication is the most important skill in life.

You spend years learning how to read and write,

and years learning how to speak.

What do we naturally do??

1. Seek first to be understood

2. You want to get your point across

3. You may ignore the other person completely

4. Pretend that you're listening

5. Selectively hear only certain parts of the conversation

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So why does this happen?

Because most people listen with the intent to reply, not to understand.

You listen to yourself as you prepare in your mind what you are going to

say, the questions you are going to ask, etc.

You filter everything you hear through your life experiences, your frame of

reference.

And consequently, you decide prematurely what the other person means

before he/she finishes communicating.

10 helpful hints to better communicate

2. Don’t just listen, observe– communication is only 7% actual words that are

spoken, 38% tonality and 55% body language.

Look at this and tonality…

Mary had a little lamb Mary, not Tom, had the lamb

Mary had a little lambShe had it once, but she does not have it

now

Mary had a little lamb She had one, not two, and not 'the' lamb

Mary had a little lamb The lamb was little, not big

Mary had a little lamb It was a lamb, not a dog

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What do they mean when they…

• Folding arms?

• Lack of eye contact?

• Louder voice?

• Turned away from you?

Some types of Body Language

Aggressive Body Language: Showing physical threat.

Assertive Body Language: Adult expression of desire.

Attentive Body Language: Showing real interest.

Bored Body Language: Just not being interested.

Closed Body Language: Many reasons are closed.

Confident Body Language: Appearing assured and comfortable.

Deceptive Body Language: Seeking to cover up lying or other deception.

Defensive Body Language: Protecting self from attack.

Dominant Body Language: Dominating others.

Emotional Body Language: Identifying feelings.

Evaluating Body Language: Judging and deciding about something.

Greeting Body Language: Meeting rituals.

Open Body Language: Many reasons for being open.

Power Body Language: Demonstrating one's power.

Ready Body Language: Wanting to act and waiting for the trigger.

Relaxed Body Language: Comfortable and unstressed.

Romantic Body Language: Showing attraction to others.

Sales Body Language: Using your body to sell.

Submissive Body Language: Showing you are prepared to give in.

Trustworthy Body Language: Showing you can be trusted.

10 helpful hints to better communicate

3. Don’t let your mind wander –

9 out of 10 people daydream in meetings.

Don’t formulate your response too soon

8.2 seconds vs. 2.3 seconds

125 WPM mouth vs. 3,000 WPM brain

Have one conversation at a time

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10 helpful hints to better communicate

4. Check in along the way -

For accuracy – Repeat what you heard

Nod in agreement = Hearing, not agreeing

Engage and Encourage

The 2 Question Rule –

10 helpful hints to better communicate

5. Look out for the other person’s needs- communications styles vary

Each person has specific needs -

Dominance

Influence

Steadiness

Conscientiousness

DISC

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Typical encounters

You speak quickly and “bottom line” everything, thinking that you are being

respectful of other peoples time. In reality, they find you too aggressive and

brash.

What style would this be?

Typical encounters

You are chatty and reveal personal information about yourself thinking that

you are establishing a rapport with the other person. In reality, they find you

self-centered and unprofessional.

What style would this be?

Typical encounters

You are quietly reserved and keep opinions to yourself thinking that you are

not bragging or being too forceful. In reality, the person you are talking to is

left feeling that you are not qualified or fully engaged at work.

What style would this be?

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Typical encounters

You provide lengthy analysis and information to another person thinking that

you are helping them make an informed decision. In reality, they are

overwhelmed and feel unheard.

What style would this be?

How your brain responds to words…

The red indicates an emotional response to the stimulus presented.

V-A-K Learning Assessment

• 65% Visual

• 28% Auditory

• 7% Kinesthetic

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V-A-K Learning Assessment

Free – Today only!

Leave your business card for a

Free Assessment……

10 helpful hints to better communicate

6. Keep an Open Mind -

a. Don’t criticize

b. Don’t judge

c. Don’t be too quick

d. Practice patience

10 helpful hints to better communicate

7. Offer advice, don’t give it. Only offer advice if asked for. Once

asked, make sure that you don’t “should” on the person…

“…this is what you should do…”

“…this is how you should handle it…”

Convince vs. Discover

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10 helpful hints to better communicate

8. Always have a next step.

Stay away from mutual

mystification.

•

10 helpful hints to better communicate

9. Don’t interrupt (or finish their statements)

Men do it more than women. Why People interrupt?

Everyone else is doing it

Fear of forgetting what to say

Desire to prove expertise

Lack of self awareness

Need to fit in

10 helpful hints to better communicate

10. Stay Positive - why?

10 years longer life

Make more money

Less stress

People prefer to listen to positive feedback

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Why are some people poor communicators?

1. They don’t think improving communication is important.

2. They have forgotten what it is like to listen to you.

3. They are too busy.

4. They operate as a functional expert first and foremost.

5. They don’t want to, or know how to engage.

Cost of Poor Communication

• Increased employee turnover – A Watson Wyatt study found that companies that communicate most effectively are more than 50% more likely to report turnover levels below the industry average compared with only 33% for the least effective communicators.

• Increased absenteeism – 18% of the variation in sickness and absence rates across the company was due to variations in communication practices. A more general study showed that where employees feel fully informed, absence rates are below average

• Poor customer service – In the case of legal firm, Slaw, the company reports that 40% of malpractice claims against real estate agents involve communication errors with the client.

Cost of Poor Communication

• Failed project delivery – Poor communication is cited as the main cause of

failure for projects by 28% of respondents.

• Greater incidence of injuries - the US Joint Commission for Hospital

Accreditation reported the primary root cause of inadvertent patient harm

was communication failure in over 70% of cases.

• Lower employee productivity – Those not involved in the best

communication show a decrease in productivity.

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The Big Delusion…

Senior managers are delusional. 96% of them said that they were focused on the customer. 80% of them believed that they delivered a “SUPERIOR SERVICE” to their customers. But, when their customers were surveyed, what do you think happened?

The Big Delusion…

Senior managers are delusional. 96% of them said that they were focused on the customer. 80% of them believed that they delivered a “SUPERIOR SERVICE” to their customers. But, when their customers were surveyed, what do you think happened?

Only 8% of their companies were given a SUPERIOR RATING…Lets be part of the 8% today and start by communicating better!!!