Communication Skills, Part II

Listen Effectively  Listen is a tool that allows you to: –Ensure your understanding of information –Build trust with your Employees –Give and get information through the use of questions –Control a conversation to keep it on track

Acknowledge and Paraphrasing  Acknowledge is the simplest and quickest way of listening. –Non verbal –Verbal  Paraphrasing involves using your OWN words to summarize what you think you heard. –Check understanding of a complex thought or statement –Encouraging employee to continue speaking –Redirect the conversation

Active Listening  Most sophisticated level of listening –Not only do you paraphrasing the CONTENT of a statement, you acknowledge the EMOTION involved as well. –Three step process: Accept without opinion Feedback: Content and Feeling Stop for response

Active Listening  Benefits: –Employees feel understood –Rapport and trust are built –Further discussion is encouraged –Defensiveness is reduced –Emotional situations are defused

Summary  Listen is the first step in problem solving –Reduce Defensiveness –Development of trust and rapport with employees –Less time wasted by focusing on the real issues

Ask for Feedback  Proactively seeking from employees provides you with: –Realistic progress check from the employee’s point of view –An opportunity to establish 2way communication, resulting in a VALUABLE exchange of ideas

Set Goals and Follow-up Dates  A systematic process for discussing and measuring progress. –Helps to ensure commitment around specific actions  The goal will be achieved  You’ll follow up to reinforce the success

SMART  Specific  Measurable  Actionable  Realistic  Timely

Communicating Performance Standards  Should be a positive discussion, focusing on what the employee needs to do to succeed and maximize productivity.  Explain that the purpose of the meeting is to ensure full agreement on performance standards. –Define the terms, responsibilities and performance standards.

Communicating Performance Standards  Review key job responsibilities and performance standards –Be specific and behavioral –Encourage questions as you go over the review  Ask for and respond to all questions –Use open ended questions  Have the employee summarize understanding of responsibilities and standards  Express confidence in the employee’s ability to meet or exceed all standards.

Gaining Commitment to Performance Goals  Give overview of employee goal and explain rationale  Decide and write goals  Discuss steps to achieve goals  Indicate Confidence  Set a follow-up date

Developing Employee Potential  Identify above-average performance and explain why  Express personal appreciation  Ask what you can do to help in other areas  Indicate confidence