D ALE C ARNEGIE T RAINING  Building Relationships Through Effective Communications Jeff Shimer

D ALE C ARNEGIE T RAINING  Dr. Death?

D ALE C ARNEGIE T RAINING  Janet the “Nice Auditor” Janet the “Nice Auditor”

D ALE C ARNEGIE T RAINING  Hierarchy of Needs Survival Security Belonging Importance Self-actualization

D ALE C ARNEGIE T RAINING  Which Do You Want To Be?

D ALE C ARNEGIE T RAINING  Linear Communications Linear communication typically includes:  Reports  s  Letters  Voice mail Sender Receiver

D ALE C ARNEGIE T RAINING  Interactive Communication Interactive communication typically includes:  Phone calls  Group meetings  1 on 1 meetings  Teleconferences  Video conferencing Message Feedback Receiver Sender

D ALE C ARNEGIE T RAINING  The Communication Cycle of an Effective Leader Message Feedback Relationship Filter Receiver Sender

D ALE C ARNEGIE T RAINING  Strength-Centered Compliments  Things  Accomplishments or Actions  Personal Traits What To Compliment:

D ALE C ARNEGIE T RAINING  Credible Praise For the highest credibility, combine the noting of specific accomplishments with recognition of the person’s personal qualities, strengths and traits that made those accomplishments possible

D ALE C ARNEGIE T RAINING  Strength-Centered Compliments  Accomplishment or Action  Personal Trait  Evidence  Ask a Question How To Compliment:

D ALE C ARNEGIE T RAINING  Showing Appreciation  “One strength or quality I see in you is…  The reason I say that is…” Or  “You did ___ very well because….  The strength you have shown here is…”  Ask a question to get them talking

D ALE C ARNEGIE T RAINING  Cushions  Build Rapport  Soften Resistance  Show Respect u Avoid “But” u & “However”

D ALE C ARNEGIE T RAINING  The 5 R’s Rapport Relate Findings Recommend Review Purpose Reassure

D ALE C ARNEGIE T RAINING  Selling Your Ideas  A Quick Quiz  Ask Questions  Talk in Terms of Their Interests

D ALE C ARNEGIE T RAINING  Levels of Listening Ignore Pretend Selectively Attentively Empathetic Listening

D ALE C ARNEGIE T RAINING  LADDER to Listening  Look at the Other Person  Ask Questions  Don’t Interrupt  Don’t Change the Subject  Express Emotion w/ Control  Respond Appropriately

D ALE C ARNEGIE T RAINING  The Difference... Listening to Learn Listening to Respond VS.

D ALE C ARNEGIE T RAINING  Thank You

D ALE C ARNEGIE T RAINING  People Support a World They Help Create

D ALE C ARNEGIE T RAINING  Strengthen Relationships  Don’t criticize, condemn or complain  Give honest, sincere appreciation  Arouse in the other person an eager want  Become genuinely interested in others  Smile

D ALE C ARNEGIE T RAINING  Strengthen Relationships  Remember names  Be a good listener  Talk in terms of the other person’s interests  Make the other person feel important and do it sincerely.

Maintaining Accountability The Process The Process Users of the Process Owners of the Process

D ALE C ARNEGIE T RAINING  Holding People Accountable Put it limbo No decisions are made Establish accountability Accountability is assigned to another person Buy it back Delegation is negated

D ALE C ARNEGIE T RAINING  Empowerment Analysis “Should Be” Performance Standards “Should Be” Performance Standards Control Limits Subtle Deviations Obvious Deviations

Cycle of Accelerated Learning Habit Skill Attitude Knowledge Need to Want to Can do Will do Show me how Need to Want to Can do Will do Show me how Right with strong coaching The knowledge trap Fundamentals Concepts Principles Practice More coaching Feedback Follow-up Accountability Measurement Recognition More coaching Feedback Follow-up Accountability Measurement Recognition

D ALE C ARNEGIE T RAINING  Today’s Business Reality Time Quality Cost

D ALE C ARNEGIE T RAINING  Tyranny of the Urgent Urgent Not Urgent Important Not Important I Crisis Deadlines Meetings Repairs II Planning Clarifying Values Relationships Vision Process- Improvement III Phone calls Interruptions Mail Reports Drop-ins IV Trivia “Escapes” Junk Mail Busy Work