Communication & Listening Skills “If we were supposed to talk more than listen, we would have been given two mouths and one ear.” - Mark Twain Presented by Julie Finn, SunTrust Spring Conference April 7 – 10, 2019

What happens when we don’t listen? We appear insensitive We waste time We make inaccurate assumptions We alienate our clients Spring Conference April 7 – 10, 2019

What happens when we listen? People like us People trust us We accomplish more We reduce the margin for error The interchange stays on track Spring Conference April 7 - 10, 2019

First, Let’s Learn a Little About You… Chose the shape below that you think most fits your personality? Before we can understand how to get along with our managers, we need to first look at who we are at work…. The quiz can be found here: http://listening2leaders.com/shape-quiz-learn-colleagues/ Ask attendees to write down which shape that they think instinctively represents their personality. Depending on size of group, they can write it on a white board, or, in their own personal notebook. If possible, engage the audience throughout this section. For staff meetings – they usually get a kick out of identify themselves and their co-workers in each of the shapes! The more involved they are in the discussion, the better it goes!

Details, Data & Systems People Hardest workers; task oriented Loyal Structured; organized Think sequentially, logically May be stubborn with opinions based on their data Value details and data; analytical Know policies & rules Not fond of change, prefer a stable environment Prefer working alone to teamwork May see fun as unnecessary or a luxury Trouble saying “I’ve got enough information” Conservative, regular, orderly Spring Conference April 7 – 10, 2019

Details, Data & Systems People Meeting behavior:  well prepared, lots of notes, gets right down to work Motto: “Give me a job and a deadline and I’ll get it done” If you are a square it might help you to: Be less picky with people Create your own routines Allow yourself to make a few mistakes so you don’t limit your opportunities Learn to make decisions with less data Try taking more risks and acting spontaneously For others to work best with you, they should : Be specific Provide clear expectations Create a regular routine

Spring Conference April 7 – 10, 2019 Results People Bottom line; focused on goals Driven to succeed; motivated by results Take charge and move fast Big picture – Don’t need all the research or details Need to know WHY Confident Competitive Outspoken – Love to debate and argue No nonsense Decisive; cut to the chase; move on Impatient Likes recognition – may put stock in status symbols Spring Conference April 7 – 10, 2019

Results People Meeting behavior:  Hate meetings. Get to the bottom line and move on. Motto:  “So what’s your point???” If you are a triangle, to improve you might try to: Slow down and don’t shoot from the hip Attend to necessary details, even if you delegate them Develop more interest in the opinions of others Give people more room to come on board Be aware of your impact on others For others to work best with you, they should: Present the goal and the big picture Explain the WHY Provide stretch milestones and targets Be succinct Provide support for the details

Spring Conference April 7 – 10, 2019 People People Empathy and perception for others Fun-loving; laugh Listen and communicate well Easily swayed by opinions of others Caregivers/helpers Like people, committees, teams Peacemakers – avoid conflict or making unpopular decisions Over commit; take on more than you can handle Too nice; can’t say no Better at caring for others than yourself Don’t particularly like hierarchy Spring Conference April 7 – 10, 2019

People People Learn how to say NO and mean it Meeting behavior:  Social, create harmony, love the food Motto:  “I’ll do it – somebody has to!” If you are a circle, to improve you might want to: Learn how to say NO and mean it Worry less about what other people do and think Hold others accountable Learn how to make unpopular decisions when necessary For others to work best with you they should: Be flexible Be willing to talk about whatever is at hand Provide a harmonious environment Provide opportunities for you to add your perspective

Spring Conference April 7 – 10, 2019 Idea People Often visionaries – lots of ideas Creative Lots of energy and enthusiasm Like to try new ways and different things Can appear a little flaky because their mind moves so fast Difficulty with completion; start a task and move on to the next great idea Can be frustrating to work with Easily bored Flexible – spontaneous Make cognitive leaps, from A straight to F Prefer less structured environments Spring Conference April 7 – 10, 2019

Idea People Meeting behavior: Already thinking of the next step Motto:  “I just got this great idea!” If you are a squiggle, to improve you could: Slow down and pay attention to the details Focus on the task at hand Think before you speak and act Pay attention to your impact on others For others to work best with you, they need to: Present you new and different things to do Be flexible and avoid preconceived ideas Provide an unstructured environment Offer multiple choices Provide help with follow through

Spring Conference April 7 – 10, 2019 Purpose Self Understanding & Better Communication YOU need to orient toward the style of others that you work with Example: - A square will want details - A triangle will not appreciate indecisiveness - A circle needs to connect and have conversation - A squiggle will need to have distractions removed Spring Conference April 7 – 10, 2019

Results Research shows that self-awareness leads to better self-management - Enjoy the different strengths you each bring to the table When working through a process make sure you include all four behavior styles - new ideas - concern for people - data and analysis - results At conclusion, ask people to now write down which shape they actually identify with (it can be a combination of more than one.) Great time for discussion – is it different than their first instinct. Why or why not?

Barriers to Listening How many of the following are you guilty of? Talking too much Give the speaker/caller an opportunity to explain his / her situation.  Composing your next statement while the other person is talking This creates mistakes such as interrupting before the person is finished, seeming argumentative or defensive and jumping to conclusions. How can you understand what the speaker/caller wants if you are mentally designing your next statement?  Perceiving why the other person is reaching out (via telephone or email) or bringing up a topic in conversation before getting all the details We sometimes “believe” we know what the person wants. This can result in you trying to fit the information into your own preconceived idea! Having an expectation of where the conversation is going If you have an expectation of where the conversation is going, and in fact it is a different situation, you may “shut down” the listening skills and miss opportunities to identify what the person needs.

Good Listening Habits Limit your own talking You cannot talk and listen at the same time. Think like the speaker The customer’s information, problems and needs are important . . . and you will understand and retain them better if you keep in mind his / her point of view.  Ask questions If you need more information, ask for it!  Don’t interrupt A pause does not always mean the speaker is finished saying everything  Concentrate Focus your mind on what is being said. Practice shutting out distractions. Listen for ideas . . . not just words You want to get the whole picture, not just bits and pieces.  

Good Listening Habits Use interjections An occasional “yes”, “I see”, etc. encourages and shows the customer you are still following. Turn off your own worries Not always easy; personal fears, worries and problems form a static that can block the speaker/caller’s message. Prepare in advance Remarks and questions prepared in advance can free your mind for listening.   React to ideas, not the person Don’t allow irritation at things being said, or the manner in which they are said to distract you. Don’t argue mentally You may disagree with what the customer is saying but keep an open mind while listening, or you may unconsciously “close your ears!”

Maximizing the Effectiveness of Questions Four reasons to ask questions: To develop your presentation or dialogue To get information, not just give information To clarify or reinforce an idea or customer statement To get to know the individual customer you are talking to Four guidelines for asking questions: Ask broad questions first, and then move to narrow ones Ask short, simple and focused questions Ask questions that are easy to answer After asking your question, be quiet, and really listen to the answer What we have learned…

Face to Face Communication Body Language 55%    Tone 38%    Words 7% Ask audience what they think? (Page 14 in workbook) Body Language: 55% Tone: 38% Words: 7%

Telephone Communication Tone 87%   Words 13% What about over the phone – audience thoughts? Tone: 87% Words: 13%

Courtesy, and Team Rules of the Road Email Communication Courtesy, and Team Rules of the Road Watch for perceived tone! No SHOUTING! Be thoughtful about who is copied Update Subject Lines to reflect the issue Be thoughtful of how emails are forwarded Provide brief recaps Observe the “3” exchange rule Change Communication Method We have talked about in person verbal communication and over the phone verbal communication...what about email...let’s quickly discuss some Business Development rules of the road on page 17 Ask audience if they have email protocol to follow: For instance – the “3” exchange rule – if an issue isn’t resolved in 3 email exchanges – pick up the phone!

Spring Conference April 7 – 10, 2019