1 Master The Message Communicating For Success

2 Course Agenda  Benefits Of Effective Communications  Stating Clear Expectations  Communication Breakdowns  Video Component  Group Communications  Active Listening Skills  Putting It All Together

3 Course Objectives Discuss The Benefits Of Effective Communications Establish Guidelines To Improve Our Communications Skills Recognize The Value Of Listening Eliminate Communication Barriers Demonstrate The Use Of Best Practice Communications

4 Effective Communications In Your Table Groups Discuss The Benefits Of Effective Communications And The Consequences Of Ineffective Communications

5 Benefits Direction Teamwork Accountability Quality Productivity

6 Consequences Direction Teamwork Accountability Quality Productivity

7 Stating Clear Expectations Your Job Is To Make A Paper Cup It Must Hold Water It Must Be Aesthetically Pleasing You Have Two Minutes

8 Stating Clear Expectations Speak With Clarity & Specificity Give The Big Picture Explain The Process Demonstrate The Process Confirm All Expectations Appreciate Questions

9 Stating Clear Expectations In Your Table Groups Think About The Paper Cup Activity Using The Guidelines On Page #4 Communicate The Activity

10 Roughly 50% Of Unsatisfactory Employee Performance Is Caused By Unknown Or Unclear Expectations

11 The Art Of Communication In A Recent Survey, 90% Of Managers Rated Their Communications Skills In The Top 10% Of All Managers How Do We Rate?

You Might Be Beyond Help Glad You Are Here Today You’re Doing A Great Job You’re An Outstanding Communicator How Do We Rate?

13 Communication Breakdowns If We Are Such Great Communicators... Why All The Breakdowns? Employees Place Communication Problems At The Top Of Their Frustration List

14 Why Breakdowns In Our Haste & Busy Schedules Message May Be Filled With Static With So Many Options We Focus On “How” We Are Going To Communicate  Versus “What” We Are Going To Communicate Communication Is A Two-Way Process

15 Master The Message As you watch the Video Take Note Of The Variety Of Communication Tips Provided

16 Master The Message Communicate With Clarity Group Communications Confirm Expectations Awareness of Non-Verbals Active Listening Skills Paraphrase, To Show Understanding Approachability, Compassion, Composure

17 Communicating With Clarity Pair Up With A Partner Using The Situations On Page #8 Re-Write The Task So It Is Clear, Concise And Specific

18 Group Communications The “Lead Manager” Should Do The Following: Facilitate the discussion by asking probing questions when an idea or statement needs clarification or exploring Recap discussions to ensure that everyone has drawn the same conclusion Focus the discussion if it starts to go astray or gets bogged down in dead ends Mediate disputes or debates to work toward consensus without shutting down any team members Encourage equal participation from all members Provide positive feedback for active participation and innovative thinking

19 Group Communications Stimulate Dialogue Appoint A “Lead Manager” Choose A “Problem” To Solve Brainstorm Ideas Using The Group Communication Skills Pages #9, #10 & #11

20 Group Communications Although Employees May Not Ask They Really Want To Know What All Those Reports And Numbers Mean Start With The Basics Primary Link To The Big Picture Create Awareness And Understanding Knowledge Shared Is Power Multiplied

21 Sharing Knowledge 1.Show The Team How All The Pieces Of The Picture Fit Together 2.Demonstrate How The Team Makes A Difference 3.Teach Employees The Vital Signs Of The Business

22 Time for a Break

23 Non-Verbal Communication Pair Up With A Partner Read Page #13 Practice A Role-Play Session Using The Scenario Provided

24 Non-Verbal Communication How Genuine Did The Compliment Feel? How Would You Feel If Your Supervisor Delivered His Compliments In This Way? How Seriously Did You Take The Criticism? How Would You Feel If Your Supervisor Delivered All His Criticism In This Way?

25 As A Group Begin A Conversation Role-Play Using The Non-Verbal Topics On Your Cards Select An Observer Non-Verbal Communication

26 Proactive Listening Proactive Listening Is Conscious And Deliberate. It Requires Awareness & Attention In Recognizing Opportunities To Gain Valuable Information.

27 Proactive Listening 1.Listen To Understand, Not Respond  Listen for ideas, thoughts and feelings 2.Be Aware Of Non-Verbal Clues  They reveal subtle feelings and moods 3.Let The Speaker Know You Understand  Paraphrase to check for understanding

28 Proactive Listening What’s So Hard About Listening? Staying Tuned In Despite The Volume Of Information Different Backgrounds, Ways Of Relating And Speaking Technology - Voice Mail, , Video, Teleconferencing, Intranet Vocabulary & Frames Of Reference (Optional Listening Self-Survey)

29 Listening Skills Practice How Are Your Listening Skill? Pair Up With A Partner Begin A Conversation (Page #17) Recap The Conversation Without Taking Notes (Optional Listening Activity)

30 Gathering Information Use Open-Ended Questions When You Want To Stimulate Conversation Need A Broad Range Of Responses Need To Get More Information Use Close-Ended Questions When Your Time Is Limited You Need To Verify Information You Want To Confirm A Response

31 Open-Ended Questioning Stand Up And Form A Circle In Order To Take A Seat You Must Ask An Open-Ended Question

32 Recognizing Barriers Environmental noise or background distractions Jargon or acronyms that may not be understood Multitasking or working at a computer while someone talks Certain nonverbal behaviors such as failing to maintain eye contact, looking away Interrupting people while they speak Not giving the speaker 100% attention

33 Communication Process Sender Has Idea Sender Encodes Idea in Message Message Travels Over Channel Receiver Decodes Message Feedback Travels to Sender

34 Best Practices Effective Communications  One On One  Face To Face  Group Communications  Phone Conversations  Written Communications

35 Putting It All Together Effective Communications  Communicate Often  Communicate In Person  Communicate With Clarity  Confirm Your Expectations  Paraphrase To Show Understanding  Be Aware Of Non-Verbal Communications

36 Communication Tips Communication Quick Reference Communication Breakdowns Delivery & Timing Target Your Audience Establish Credibility Listen To Understand

37 Non-Verbal Clues Clues To Non-Verbal Communication Facial Expressions Eye Contact Hand & Arm Gestures Body Posture Physical Space

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39 What Questions Do You Have?