Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import ESI, Charlottesville, VA

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Agenda 11:00am-12:00pm……… 12:00-1:00pm…………… 1:00-2:00pm…………….. Understand First Lunch Be Understood

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems POCC Profile: Ricks Perception Attention to detail Efficient Organized Time efficient High standards High expectations Wears lots of hats Wicked Awesome

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Todays Goals Professional Side –Reduced conflict and stress –Increase accuracy –Consistent operator compliance –Results without demanding –Faster solutions to challenges –Develop people who want to help Personal Side –Reduced conflict and stress –More willing compromise –More understanding –More open frank discussions

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems One-way vs. Two-way communication Quicker Easier on the deliverer Harder on the recipient Results in less precise results Takes more time Harder for the deliverer Easier on the recipient Results in much more precise results

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Our Impressions Based on our lifes experiences No two people with the same experiences We have different impressions of the same exact thing Impressions are based on our own perspectives

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Communication land mines When we make judgments too soon When we advise without knowing their perspective When we try to change someones perspective

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Communication 101 Listen without judging

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems How we respond We Evaluate: Agree or disagree We Probe: Ask questions …from our own perspective We Advise: Also from our own perspective We Interpret: Figure out peoples motives and behavior - also from our perspective

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Types of Listening Pretending Scene: Husband is reading paper at table, facing away from doorway. Wife steps into doorway. ……………… Wife: Honey, does this dress make me look fat? Husband (Keeps reading): You betcha. Announcer: In the time it takes to pull out the sleep-sofa, you can get a free auto insurance quote from Geico.

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Selective Listening ………….. Husband and wife in car. Wife: While I work on the invitations, can you Pick up 400 pounds of sugar, 76 bulbs of garlic, and a couple of gallons of Pepto Bismol? Oh, and get some chips and stuff for the game tonight. Husband: What times the game? Types of Listening

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Attentive Listening Young married couple in restaurant………… Wife: I got a lot done today, honey. I interviewed three pediatricians, put in for a leave in 9 months, and cleaned out the entire study. Honey, do you know what Im saying? Husband, staring into her eyes: Yeah. You interviewed three pediatricians, put in for a leave in 9 months, and cleaned out the entire study. You did get a lot done. Can you pass the salt? Types of Listening

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Reloading: Instead of listening, were thinking about what were going to say. Types of Listening

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Active Listening: Four phases 1.Repeat the content Least effective, but gets you to listen. 2.Rephrase the content Youre thinking about what theyve said. They know youre listening 3.Reflect feeling Right brain kicks in. Shows concern 4.Rephrase the content and reflect feeling Youre sincerity shows, barriers disappear Types of Listening

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Active Listening Marys Keys to successful communication –She showed she was engaged immediately –She didnt judge – verbally or non-verbally. This is absolutely essential. –She didnt respond from her perspective. This is all about Barbara. –She gave Barbara total freedom to speak her heart.

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Understand first, then be understood.

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Lunch: Practice suggestions For participants who have identified communication issues: If you could resolve the issue, what would be the ultimate goal? How could the goal benefit the other person? Form Groups of three –Designate on person who will speak to the other two

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Im not angry

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Hold on a second.

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Bodyspeak Introductions Credibility The smile Deep Breath Eyes and yous

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Your Words Not what you say Lead with You Ummm, like wow The end is near Sow some seeds for tomorrows communication

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Understand first, then be understood.

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Questions?