Communications Skills for Managers Welcome! Communications Skills for Managers

Plenty of time between now and Thursday afternoon!. Miscommunication Plenty of time between now and Thursday afternoon!. “So, I’ll be expecting your report mid-week.”

Learning Objectives Know how to assess the audience Learn how to use correct language & write for impact Know non-verbal factors Communicate for various results Practice listening

Agenda – Day 1 Introduction Know your audience AM Break (about 10:30, 15 min) Selecting the correct language Lunch (about Noon – 75min)

Agenda – Day 1 (cont.) Writing for impact PM Break (about 2:30, 15 min) Non-verbal communication Communicating to get action

Agenda – Day 2 Communicating to train The listening challenge Using visuals, exhibits & handouts Communicating to inform

Triangle of Success Skill Attitude Knowledge

Triangle of Success Skill Attitude Knowledge

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

Elements to Consider Knowledge Expertise Experience Prejudice Needs vs. Wants Goals

Multiple Learning Styles Have equal mix of all three Break up timing Use summaries Use visual representations Allow for Q&A

Multiple Learning Styles Provide pictures in handouts Provide space in handouts Have variety of visual aids Repeat major theme points Ask listener to repeat directions

Principle “Try honestly to see things from the other person’s point of view.” -Dale Carnegie How to Win Friends and Influence People

“The training was taken by many employees of the company.” Passive Voice “The training was taken by many employees of the company.”

“The training was taken by many employees of the company.” Passive Voice “The training was taken by many employees of the company.” -Subject is acted upon

“Everyone in XYZ Company takes training to improve their skills.” Active Voice “Everyone in XYZ Company takes training to improve their skills.”

“Everyone in XYZ Company takes training to improve their skills.” Active Voice “Everyone in XYZ Company takes training to improve their skills.” -Subject acts

Analogy A B C D __________ is to _________________ just as ___________

Analogy __________ is to _________________ just as ___________ Letter word sentence paragraph

Analogy __________ is to ____________________ just as ___________ Paddling a swan on a smooth lake nervousness a competent presenter

Negative Phrases “I want you to…” “I hear what your saying, but…” “You’re wrong.” “Let me tell you what I think…”

Openings Mystery statement Compliment Dramatic incident Question Startling statement Others: Mystery statement Compliment Dramatic incident

Evidence Doubt Defeats Demonstrations Examples Facts Exhibits Analogies Testimonials Statistics Evidence Doubt

Evidence Doubt Defeats Demonstrations Examples Facts Exhibits Analogies Testimonials Statistics Doubt Evidence

Closings Summarize in a few words Appeal to the nobler motives Throw down a challenge Dramatize your ideas

Closings (2) Repeat the most important point Use a motivating statement Use a quotation Speak on a personal level

55% When Incongruent Verbal Vocal Visual Impact of Message 38% 7% Dr. Albert Mehrabian, UCLA Professor 10 year study of non-verbal communication

Non-verbal Integrated with Verbal Congruent Message Non-verbal Integrated with Verbal

The Magic Formula Action 5% Benefit 5% Incident 90%

Review – Day 1 Introduction Know your audience Selecting the correct language Writing for impact Non-verbal communication Communicating to get action

Preview – Day 2 Communicating to train The listening challenge Using visuals, exhibits & handouts Communicating to inform

Communications Skills for Managers Day 2 Welcome Back ! Communications Skills for Managers Day 2 ISO-404-PD-EV-0764-T1.0

Review – Day 1 Introduction Know your audience Selecting the correct language Writing for impact Non-verbal communication Communicating to get action

Preview – Day 2 Communicating to train AM Break (about 10:15, 15 min) The listening challenge Lunch (about 11:45, 75 min)

Preview – Day 2 (cont.) Using visuals, exhibits & handouts Communicating to inform PM Break (about 2:30, 15 min) Continue communicating to inform

Principles for Training Show respect for the other person’s opinion. Never say “you’re wrong.” Try honestly to see things from the other person’s point of view

Principles for Training Praise the slightest improvement and praise every improvement Use encouragement. Make the fault seem easy to correct Call attention to people’s mistakes indirectly

Guidelines for Training Determine need Understand the difficulty Tell how to accomplish Demonstrate doing the task Maintain positive attitude

Guidelines for Training Learner does task Make changes immediately Mind picture of task Be available

Four Levels of Listening Ignore Pretend Selective Attentive / Empathetic

REALLY Listening Regular event in schedule Expect accountability Adapt want-to attitude Let others talk – ask questions Learn something You must act on what you hear

Listening LADDER Look at the person Ask questions Don’t interrupt Don’t change the subject Express emotion with control Respond appropriately

Benefits of Visuals Dramatize ideas Guide the presentation direction Make the message easy to understand

Learning 83% more through Eyes

Retention What they read 10%

Retention (2) What they hear 20%

Retention (3) What they see 30%

Retention (4) 50% What they see and hear

Retention (5) 70% What they say

Retention (6) What they say and do 90%

Visual Choice Factors Number of visuals required Degree of permanency Size of audience Message content Time to prepare Cost

6 x 6 Rule Six words per line Six lines per screen

6 x 6 Rule Violated Here’s the first bullet item for this screen The next bullet item - it has more to say This bullet item was hard to fit in this space This bullet was very important to include Now it’s time to see this very important bullet Pretty soon the screen is filled with text And the audience has to work too hard Interest in speaker’s presentation may be lost

Bullet Font Size - 36 Legible and clear Easier to read Better for presenting

Bullet Font Size - 24 Too small Especially for larger audience Not the best for presenting

Make Data Visual Let’s Go! Units forecast 600 500 500 425 400 300 300 250 200 100 forecast Jan Feb Mar Apr

Reporting Data as Text January Sales at 300 units February Sales down to 250 units March Sales best yet = 425 units! Let’s go for April = 500 units

Rules for Using Exhibits Keep out of sight until ready to use Large enough for audience to see Don’t pass it around

Rules for Using Exhibits Hold it up Don’t talk to the exhibit When finished with it, put aside

Communication to Inform Open Outcomes Overview Explain Close

#5 “Course Objectives” Know how to assess the audience Learn how to use correct language & write for impact Know non-verbal factors Communicate for various results Practice listening