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Tips to Help New Managers Communicate Effectively
Talk Less & Say More: Tips to Help New Managers Communicate Effectively Ontario Library Association Super Conference February 2, 2018
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Let’s Get Social #olasc18 #OLASC #worktalksuccess Website:
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Agenda Emotional Gatekeeper 4 Sparks of Success – conversation matrix
Talk vs. communicate vs. converse Samples of ‘go to’ statements
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“60-90% of a manager’s time is spent talking.”
Managing. Henry Mintzberg, 2011. .
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We Feel Before We Think Photo credit: Pam Stanton
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The 4 Sparks of Success
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The 4 Sparks of Success (Conversation Matrix) Valuable Team Member
(Gives Social Trust) “You’re an asset to the team.” Efforts Rewarded (Gives Boost to Finish) “Keep up the good work.” Personal Recognition (Helps Feel Valued) “That’s a great idea.” Take Risk (Support to Take Risk) “Go for it.” Intellectual property of Soilleirich Communications Group
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The 4 Sparks of Success (Conversation Matrix) Motivation
Valuable Team Member (Gives Social Trust) “You’re an asset to the team.” Efforts Rewarded (Gives Boost to Finish) “Keep up the good work.” Personal Recognition (Helps Feel Valued) “That’s a great idea.” Take Risk (Support to Take Risk) “Go for it.” Cooperation Passion Performance Intellectual property of Soilleirich Communications Group
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Conversations At Work. All Rights Reserved.
Decode a Conversation Conversation Clues “I just thought we could chat…” “What is new with you?” “How are things?” “I want to confirm something with you…” “I am looking for a gut check…” “I want to reconfirm the plan…” “I don’t know what to do…” “I’m not sure if this is right… “I feel overwhelmed…” “Spark” Needed Valued Team Member Take Risk Connection Efforts Rewarded Personal Recognition Assurance Valuable Team Member Support Conversations At Work. All Rights Reserved.
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Feedback Fuels Performance
Input: Conversation Feel Act Hear Output: Performance
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How Communication Impacts Performance
Staff: Thrive (Engaged) Confident Performance is High (Mgr. involvement low) Staff: Survive (Disengaged) Fearful Performance is Low (Mgr. involvement high) Tipping Point Communication Breakdown “Spark” of Success Lost Intellectual property of Soilleirich Communications Group
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Social Trust vs. Social Pain
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Types of Conversation Talk Communicate Converse
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Types of Conversation Talk Communicate Converse No clear message
Message to Deliver Seek feedback on message No agreement needed Look for buy-in Seek consensus No call to action Assign a call to action Discuss and pursue a call to action
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Ways to Say “No” “Not now because…” “Thank you, I wish we could but…” “That’s a good idea but…” “I’m not sure because…”
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Ways to Say “Maybe (Maybe not)”
“Thank you, leave that with me and we’ll come back to that idea.” “You raise an interesting point.” “I like where you are going with that. The execution we would have to consider…” “I hear where you are coming from.”
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Don’t Know How to Respond
“Let me think on that one…” “I hadn’t thought of that…let me get back to you” “Leave that with me to consider…” “Tell me more about what you are thinking.”
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Switch Between Personal and Work
“I’m glad that worked out for you. Looking at the time I think we should switch over to work now…” “…that’s great NAME. Switching tracks now, I’d like to talk about the items on our agenda for this call” “Cool. Thanks for the update. Shall we flip over to work now?”
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Brief Not Curt – 1, 2, 3 Formula
5Ws to set the stage Statement about the person that is true, encouraging and believable What you need to say succinctly 1. “Matt, I’m running out the door and I need you to finish unpacking those 6 boxes before I come back from my meeting. The directions are in this I wish I could answer any questions but I trust you to figure things out. I’ll stand by your choices. You did a terrific job last month when we had the donation from the church. You’ve got this. 3. Any questions before I run?”
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Universal Requests Made by Employees
Ask more questions (do less talking) Keep your commitments Be authentic Encourage risk taking
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Contact Info: Janet Hueglin Hartwick Website:
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