Communication Skills
Choices When Dealing with People
• Stay and do nothing• Leave• Change your attitude• Change your behavior
Communication Skills
Principles of Effective Communication
• Have a direction • Pay attention to the pattern of the
communication• Be flexible• Commit to a solution
Influence Others and Maximize Results
The Platinum Rule
“Do unto others as they want to be
done unto.”
Identify Your Communication Styleand Understand Others
Get It Right
Get Along
Get It Done
Get Appreciated
Task Focused
Passive Aggressive
People Focused
Table Activity
Identify Your Communication Type
• Identify 2 strengths of that style• Identify 2 weaknesses of that style
Be prepared to report out in 10 min
“Get It Done”
Behavior
Characteristics
• Focus on tasks• Intend to “get it done”• Focused, direct,
blunt• Communicate
directly & to the point
“Get It Done”
When under pressure, “Get It Done” people tend to
• Raise their voice• Bully & take pot shots at others• Behave arrogantly
“Get It Done”
Don'ts
• Spend too much time on one issue• Come in unprepared• Sit “on the fence” (“No” is acceptable)• Show a lack of focus
“Get It Done”
Do’s
• Get to the point• Businesslike approach• Be task-oriented• Understand and support their goals
Dealing with EXTREME “Get It Done” Behavior
TANKS
Dealing with Extreme “Get It Done” Behavior
Best Ways to Communicate
Stand your ground: Hold your position• Tanks don’t stop for those they
don’t respect • Might need to state “Excuse me I
haven’t finished” to interrupt the interruptions
• Be calm until tirade runs down
Focus on the bottom line – look at the underlying problem
Offer peace with honor
Dealing with Extreme “Get It Done” Behavior
Best Ways to Communicate
• Know your stuff – be prepared if possible• Need to open your mind to new ideas with
them• Backtrack with respect• Present alternative viewpoints indirectly –
plant seeds since you can’t tell them what to do
• Direct the “Know-It-All” into a mentoring opportunity
“Get It Right”
Behavior
Characteristics
• Focus on tasks• Intend to “get it right”• Pay attention to details,
think systematically• Need to be correct• Communicate indirectly
and detailed
“Get It Right”
When Under Pressure (i.e. when not feeling like they are getting it
right)
“Get It Right” people tend to• Become silent• Flee or withdraw• Exhibit negative behavior
“Get It Right”
Don’ts
• Show lack of attention to detail• Be inconsistent• Be disorganized• Be overly emotional
Do’s
• Know your stuff• Schedule time – make an appointment• Use facts, logic, structure• Proceed step-by-step
Dealing with Extreme “Get It Right” Behavior
Best Ways to Communicate
• Let them voice concerns and use them as a resource
• Clarify to reduce generalizations
Dealing with Extreme “Get It Right” Behavior
Best Ways to Communicate
• Listen carefully to their areas for concern• Direct efforts toward a solution• Move them into the “problem-solving”
mode step-by-step• Provide information that answers “who,
what, where, why and how”
“Get Appreciated”
Behavior
Characteristics
• Focus on people• Intend to “get
appreciated”• Display creativity,
warmth, charisma, and energy
• Communicate directly and elaborately
“Get Appreciated”
Strengths• People-oriented• Persuasive • Verbal skills• Optimistic
Weaknesses• Egotistical • Lack follow through• Flakey• Disorganized
“Get Appreciated”
Don’ts
• Be rigid in thinking (these are free spirits!)• Show a lack of challenge• Give too many details• Follow the rules blindly
“Get Appreciated”
Do’s
• Allow flexibility• Be enthusiastic• Let them talk• Use demonstrations (visual people)
Dealing with Extreme “Get Appreciated” Behavior
THINK THEY KNOW-IT-ALL PEOPLE
Dealing with Extreme “Get Appreciated” Behavior
Best Ways to Communicate
• Ask for specifics• Tell it like it is• Give credit when due• Give them an out• Use third-party documentation
“Get Along”
Behavior Characteristics
• Focus on people• Intend to “get along”• Behave in an agreeable,
personable, friendly, caring and helpful manner
• Need to be liked• Communicate indirectly
and considerately
“Get Along”
Strengths
• Likeable • Loyal • Team Player • Patient
Weaknesses
• Indecisive • Waste Time • Overly Emotional • Illogical Decisions
“Get Along”
Don’ts
• Ignore feelings• Force a decision• Be too intense or formal• Threaten• Fail to recognize the “people” aspect
“Get Along”
Do’s
• Be casual and sincere• Slow down and listen• Make honesty safe • Set goals• Build it up – strengthen the relationship
Dealing with Extreme “Get Along” Behavior
Best Ways to Communicate
• Encourage honesty– Make honesty safe
• Assist in making realistic commitments• Ensure commitments – may need a
little micro-managing• Strengthen the relationship – need
people/people time