1. Presented by Rick Import ESI, Charlottesville, VA
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import
ESI, Charlottesville, VA

2. Agenda 11:15am-12:15pm…..… 12:15-1:00pm………… 1:00-2:30pm…………..
Understand First
Lunch
Be Understood

3. POCC Profile: Rick’s Perception
Attention to detail
Efficient
Organized
Time efficient
High standards
High expectations
Wears lots of hats
Superhuman

4. Today’s Goals Professional Side Personal Side
Reduced conflict and stress
Increase accuracy
Consistent operator compliance
Results without demanding
Faster solutions to challenges
Develop people who want to help
Personal Side
Reduced conflict and stress
More willing compromise
More understanding
More open frank discussions

6. One-way vs. Two-way communication
Quicker
Easier on the deliverer
Harder on the recipient
Results in less precise results
Takes more time
Harder for the deliverer
Easier on the recipient
Results in much more precise results

7. Our Impressions Based on our life’s experiences
No two people with the same experiences
We have different impressions of the same exact thing
Impressions are based on our own perspectives

8. Perceptions: Seeing what we expect
Characteristics of female for commercial
Young
Profile view
Wearing hat and coat

9. Young lady

11. Young lady

14. Communication land mines
When we make judgments too soon
When we advise without knowing the other person’s perspective
When we try to change the other person’s perspective

15. Listen without judging
Communication 101
Listen without judging

16. How we respond We Evaluate: Agree or disagree
We Probe: Ask questions …from our own perspective
We Advise: Also from our own perspective
We Interpret: Figure out people’s motives and behavior - also from our perspective

17. Types of Listening Pretending
Scene: Husband is reading paper at table, facing
away from doorway. Wife steps into doorway….
Wife: Honey, does this dress make me look fat?
Husband (Keeps reading): You betcha.
Announcer: In the time it takes to pull out the
sleep-sofa, you can get a free auto insurance
quote from Geico.

18. Types of Listening Selective Listening ………….. Husband and wife in car.
Wife: While I work on the invitations, can you
Pick up 400 pounds of sugar, 76 bulbs of garlic,
and a couple of gallons of Pepto Bismol? Oh,
and get some chips and stuff for the game tonight.
Husband: There’s a game tonight?

19. Types of Listening Attentive Listening
Young married couple in restaurant…………
Wife: I got a lot done today, honey. I interviewed three
pediatricians, put in for a leave in 9 months, and cleaned
out the whole study. Honey, do you know what I’m
saying?
Husband, staring into her eyes: Yeah. You interviewed
three pediatricians, put in for a leave in 9 months, and
cleaned out the entire study. You did get a lot done. Can
you pass the salt?

20. Types of Listening Reloading: Instead of listening, we’re thinking
about what we’re going to say.

21. Types of Listening Active Listening: Four phases Repeat the content
Least effective, but tunes you in.
Rephrase the content
You’re thinking about what they’ve said. They know you’re listening
Reflect feeling
Right brain kicks in. Shows concern
Rephrase the content and reflect feeling
You’re sincerity shows, barriers disappear

22. Active Listening Mary’s Keys to successful communication
She showed she was engaged immediately
She didn’t judge – verbally or non-verbally. This is absolutely essential.
She didn’t respond from her perspective. This is all about Barbara.
She gave Barbara total freedom to speak her heart.

23. Understand first, then be understood.

24. Lunch: Two requests
Identify an issue or frustration that stems from poor communication with someone you work with.
If you could resolve the issue, what would be your ultimate goal?
How could the goal benefit the other person?
Discuss the issue with a colleague and spend more time listening than speaking.

25. Be Understood

26. First Impressions Interior, a hospital delivery room:
First Doctor: Bit bare in here today, isn’t it?
Second Doctor: Yes.
First Doctor: More apparatus please, nurse.
Nurse: Yes, doctor.
First Doctor: Yes, the EEG, the BP monitor and the AVV, please.
Second Doctor: And get the machine that goes “Ping!”
First Doctor: And get the most expensive machines in case the administrator comes.

27. First Impressions Formed in 10 seconds
Determines the level at which people will listen
Formed often before you speak
60% of communication is non-verbal (30% sounds, 10% words)

28. Bodyspeak Introductions are full-bodied Credibility Busters Your smile
Deep Breath
The eye connection

29. Your Words Not what you say… Lead with “You” “Ummm, like, wow!”
Start at the end
Sow some seeds for tomorrow’s communication

30. It’s not what you say…
I’m not angry

31. It’s not what you say…
I’m listening.

32. It’s not what you say…
Hold on a second.

33. Your Words Not what you say Lead with “You” “Ummm, like, wow!”
Start at the end
Why, not how
Benefits, not features
Sow seeds today for better communication tomorrow

34. Practice: Start at the end
Deep breath to relax
Start at the end: Why, not how
Stress benefits to listeners, not features
Pause to reduce “umm’s”

35. Practice: Active Listening
Active Listening: Four phases
Repeat the content
Least effective, but tunes you in.
Rephrase the content
You’re thinking about what they’ve said. They know you’re listening
Reflect feeling
Right brain kicks in. Shows concern
Rephrase the content and reflect feeling
You’re sincerity shows, barriers disappear

36. Understand first, then be understood.
The secret of effective communication…
Understand first, then be understood.

37. Questions?