COMMUNICATION STRATEGIES
Learning Objectives Identify common communication problems that may be holding you back Learn techniques to persuade and influence others Develop skills in asking questions that give you information you need Learn what your non-verbal messages are telling others Enhance your ability to handle difficult situations
PERCEPTION & VALUES
NON-VERBAL COMMUNICATION
OPTIONS AND PROCEDURE
Options people like thinking about the big picture
They enjoy knowledge for knowledge’s sake
Options People are abstract thinkers
They see patterns and think outside the “box”
Options people want to know the “big why”
They are bottom line driven, and believe things can be perfect
ON THE OTHER HAND…
Procedure people value specifics and fact based details
They are interested in how to do something, not why
Procedure people love cheat sheets and lists; they are note takers
They are practical and work well within a rule based system
Options and procedure personalities gravitate to particular occupations
In the United States, most people are Procedural
Different types of people perceive the world in different ways
We want to communicate effectively with people who are different
NON-VERBAL COMMUNICATION
Good body positioning increases our ability to listen and comprehend
We need to pay attention to the messages our body language sends
NEURO-LINGUISTIC PROGRAMMING
We use different parts of our brains for different tasks
We tend to look in the direction that our brains are working.
Watch someone while you’re talking to them; you can tell how they think
What do you think they are thinking?
NLP Thinking Map Visually Creative Thinking (Upper Right) Remembering Something Visually (Upper Left) Words / Auditory Construction Thinking (Center Right) Remembering Words or Sounds (Center Left) Feeling / Sensing / Body Thinking (Lower Right) Having an “Internal” Conversation with Yourself (Lower Left)
NLP Thinking Map Visually Creative Thinking (Upper Right) Remembering Something Visually (Upper Left) Words / Auditory Construction Thinking (Center Right) Remembering Words or Sounds (Center Left) Feeling / Sensing / Body Thinking (Lower Right) Having an “Internal” Conversation with Yourself (Lower Left)
Imagine a purple buffalo
What was the color of the first house you lived in?
Create the highest sounding pitch possible in your head
Remember what your mother’s voice sounds like
Can you remember the smell of a campfire?
We look down and to the left when we’re talking to ourselves
DRAWING OUT THE SPEAKER’S MESSAGE
Questions often focus on the intent of the listener, not the speaker
We can use open and closed questions strategically
REVIEW
COMMUNICATING REGRET
“I’m sorry” has a special place in our culture
People want to know that you understand how you affected them
We all want to believe it will be different next time
The Apology Model helps us do it right the first time
CONFLICT RESOLUTION
Everyone has little things that they’d like to bring up and they don’t
Often, identifying a problem and describing its consequences is enough
We need a tool to address small problems before they get out of hand
WHEN EMOTIONAL PROBLEMS COME TO YOU
Emotion is a communication tool
When you recognize their emotion they are able to let go and move on
COMMUNICATING APPRECIATION
Appreciation is a potent, yet overlooked way to empower people
The beauty of appreciation is that we can give it to anyone we choose
ACTION PLAN
Thank You