1. Building Relationships
The
Most Important
Part
2011 Road School

2. Relationships
A Formula
Communication
+ Empathy
= Trust

3. The First Part Communication

4. The C Word
What Is Communication? Let’s Define It

5. Communication Is…..
The Process By Which Parties Exchange Information AND Establish a Common Understanding

6. Four Reason Why We Communicate
Functional Purposes
Ultimate Purpose
To ___________
( )
To Create:
To___________
( )
When we have:
To ___________
( )
What happens to:
To __________
( )

7. Four Reason Why We Communicate
Functional Purposes
ULTIMATE Purpose
To INFORM
To ( pass information)
To get work done
To teach/train
To motivate
To Influence behavior
Share work
To delegate
To analyze and solve
problems
To create change
To build trust
To gain respect
Create cooperativeness
To discipline
Etc. Etc. Etc
To Create:
Understanding
When we have
Understanding. .
To PERSUADE
To ( force compliance)
What happens to:
To CONVINCE
To (get commitment )
To AFFECT FEELINGS
To (impact emotions)
Why do it?
TO SURVIVE

8. The Dynamics of Communication
Which one is the easiest to do?
Which one is the toughest to do?
Which one do we do the most of?
Which one do we do the least of?
Which one is the least effective?
Which one is the most effective?

9. Now lets look at some obstacles

10. Lets Make Snowflakes
Please follow my instructions

11. The Two Way Exercise

12. Four Score And And Seven Years Ago

13. Parts of Communication
Message 100%
Words
+ 10%
Inflection
+ 30%
Non Verbals
+ 60%

14. Some Communication Facts
People Will Not Remember What You Say, But They Will Remember How You Made Them Feel
+ Praise Publicly, Criticize in Private
60% Of Communication is Non Verbal
+ Your Attitude is Showing!!
Ensure Effective Communication
+ Make “Conforming” Snowflakes
The Higher You Are in The Organization, the More Time You Will Spend Counseling
+ Counseling Is a Lot of LISTENING

15. Empathy Walking a Mile in the Other Party’s Shoes
Non Judgmental Listening
Covey Calls It Empathic Listening
Use the 95-5 Rule

16. The 95 to 5 Rule Spend 95% of Your Time Trying to Understand People
5% of Your Time Making Judgments
The Power of Positive Questions
Build Trust

17. Relationships
When a neighbor/operator relationship is effective, what does that look like?
That’s Your Challenge!! Make It Happen

18. Putting It All Together
Strong workplaces can be measured by asking twelve questions. These 12 measure core elements needed to attract, focus, and keep the most talented folks.
Here they are. How does your department stack up?

19. The Power Twelve 1. Do I know what is expected of me at work?
2. Do I have the materials and equipment I need to do my work properly?
3. At work, do I have the opportunity to do what I do best every day?
#1 and 2 What do I get?
Any workplace that scores high on the first six items is potentially a top performing group. Keep up what you are doing.
3-6 What do I give?
#3 Are you doing well in your job?

20. The Power Twelve continued
4. In the last seven days, have I received recognition or praise for doing a good job?
5. Does my supervisor, or someone at work, seem to care about me as a person?
6. Is there someone at work who encourages my development?
3-6 What do I give?
#4 Do others value individual performance
#5 Do others value you as a person?
#6 Is there someone prepared to invest in your growth?
All address the issue of individual self esteem and worth – powerful contributors to a strong and healthy workplace

21. The Power Twelve continued
7. At work, do my opinions seem to matter?
8. Does the mission of my department make me feel my job is important?
9. Are my co-workers committed to doing quality work?
7-10 Do I belong here? Fit questions Talk again about the importance of organizational fit. Hire for competence – fire for fit (or lack of)

22. The Power Twelve continued
10. Do I have a best friend at work?
11. In the last six months, has someone talked to me about my progress?
12. This last year, have I had opportunities at work to learn and grow?
11 and 12 How can we all grow?
Great departments score fives. What can you do to raise your score?

23. The Power Twelve continued
Your challenge, then, if you choose to accept it, is to ensure you get positive responses to these questions.
Use them as a benchmark.
Use them to spark discussion.
Reflect.
(“First, Break All the Rules”,1999,Buckingham & Coffman)