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Professional Development: Interpersonal Communications
November 30, 2016 Presented by Al Simon
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Elements of Communication
What’s in a Message? Elements of Communication Face-to-Face On the Phone
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Active Listening Listen to understand, not just to respond
Paraphrase back what you heard Restate information that needs to be exact
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??? Hearing vs Listening Hearing Listening Filters Register/
Perception ??? Sound Ear drum Cochlea Auditory Nerve
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Primary Sensory Dominance
Visual Auditory Kinesthetic
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VISUAL Can you picture this scenario?
Do you see what I’m trying to say? I can envision a solution for you
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AUDITORY Do you hear what I am saying? Does this sound doable to you?
Hear me out on this
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KINESTHETIC Do you have a feel for this concept?
Let me try to get a grasp of the situation I’d like to get my hands on that product
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Communication Preferences
D ominate I nfluencer S teady Relator C ompliant
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Dominate
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Decisive Strong-willed Demanding Don’t Listen
Dominate Decisive Strong-willed Demanding Don’t Listen Tough Direct Independent Self-centered Impatient Competitive
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Dominate DO’s DO NOT’s Under pressure Lack of concern Fear
Give immediate feedback Concentrate on Subject Stay results oriented DO NOT’s Frustrate desire to take action Restrict power Spend time on non essentials Under pressure Lack of concern Fear Loss of control
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Influencer
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Influencer Sociable Talkative Open Enthusiastic Energetic Persuasive
Spontaneous Emotional
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Influencer DO’s Show enthusiasm Smile Let them talk DO NOT’s
Put down enthusiasm Focus on details React negatively Under pressure Disorganized Fear Social Rejection
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Steady Relator
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Steady Relator Calm Steady Careful Patient Family-oriented Modest
Trustworthy
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Steady Relator DO’s DO NOT’s Under pressure Too Willing Fear
Slow Down Provide assurances and Support Give time to decide DO NOT’s Be restless or pressure for action Make sudden changes Fail to deliver on promises Under pressure Too Willing Fear Loss of Stability
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Compliant
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Compliant Precise Follows rules Logical Careful Formal Disciplined
Quiet
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Compliant DO’s DO NOT’s Give detailed information
Answer questions patiently Give time to think and analyze DO NOT’s Keep information to yourself Pressure for immediate decision Be too chatty Under pressure Overly Critical Fear Criticism of Work
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Match & Mirror Body Language Tonality
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