LEAD WITH EFFECTIVE COMMUNICATION Angie Garfield Customer First Success, Inc.

Who would be a Project Manager? Observed skill sets? Learned about their values? Are they competent? Possess Leadership Qualities? How do they communicate with others? How do they like to be communicated with?

Communication Internal/External Customers What benefits do you provide your customers?

Know Your Purpose Know your Purpose, Understand your Role Create Value

Communication Styles Behavior – Communication Understanding Behavior Styles leads to better communication What Behavior/Communication Style are you?

Behavior Styles 1 of 4 Talker Outgoing Enthusiastic Approachable Friendly

Behavior Styles 2 of 4 Doer Productive Pioneer mentality Wants results Quick decision making

Behavior Styles 3 of 4 Controller Systematic Logical Accuracy/Quality of results Facts

Behavior Styles 4 of 4 Supporter Easygoing Dependable Detail-minded Slow to make decisions

Behavior Styles Talker Doer Controller Supporter

Working with Different Behavior Styles Talker Be interested in them Help them prioritize, keep track of details Use more descriptive words Focus on the positive

Working with Different Behavior Styles Doer Help them follow rules, expectations Help them explain reasons for decisions Be prepared, organized Clearly defined goals, objectives Be professional, to the point

Working with Different Behavior Styles Controller Help them to share their expertise Help them to interact with others…include them in activities Be prepared with facts/organized Avoid pushing for a decision

Working with Different Behavior Styles Supporter Help them see efficiencies in the process Help them track time lines Explain changes thoroughly Offer assurances of progression

Working with Different Behavior Styles No one Behavior Style is better People have more than one Style Stress - Behavior Style is more dominant Effective teams - different styles Each style has strengths/weaknesses

Law of Psychological Reciprocity Attitudes, feelings, motives we give out to people tend to come back to us

Reflective Listening Listening, Restating, Clarifying A Level Above Listening

Unspoken Communication Body Language Eye Contact Facial Expressions Personal Space Low Energy

Open Environment for Communication Location Prepare Agenda Mentally prepare – Behavior Styles Prepare to Listen Seek to be fair/consistent Be specific!

Lead with Effective Communication Working within a group is a learned skill Practice looking for Behavior Styles Specific and clear team goals/objectives Teach, provide feedback, reward

Lead with Effective Communication Good is the Enemy of Great!

Thank You! Angie Garfield www.customer1stsuccess.com