1. Communication & Listening Skills
“If we were supposed to talk more than listen, we would have been given two mouths and one ear.”
- Mark Twain
Presented by Julie Finn, SunTrust
Spring Conference April 7 – 10, 2019

2. What happens when we don’t listen?
We appear insensitive
We waste time
We make inaccurate assumptions
We alienate our clients
Spring Conference April 7 – 10, 2019

3. What happens when we listen?
People like us
People trust us
We accomplish more
We reduce the margin for error
The interchange stays on track
Spring Conference April , 2019

4. First, Let’s Learn a Little About You…
Chose the shape below that you think most fits your personality?
Before we can understand how to get along with our managers, we need to first look at who we are at work….
The quiz can be found here:
Ask attendees to write down which shape that they think instinctively represents their personality. Depending on size of group, they can write it on a white board, or, in their own personal notebook.
If possible, engage the audience throughout this section. For staff meetings – they usually get a kick out of identify themselves and their co-workers in each of the shapes! The more involved they are in the discussion, the better it goes!

5. Details, Data & Systems People
Hardest workers; task oriented
Loyal
Structured; organized
Think sequentially, logically
May be stubborn with opinions based on their data
Value details and data; analytical
Know policies & rules
Not fond of change, prefer a stable environment
Prefer working alone to teamwork
May see fun as unnecessary or a luxury
Trouble saying “I’ve got enough information”
Conservative, regular, orderly
Spring Conference April 7 – 10, 2019

6. Details, Data & Systems People
Meeting behavior:  well prepared, lots of notes, gets right down to work
Motto: “Give me a job and a deadline and I’ll get it done”
If you are a square it might help you to:
Be less picky with people
Create your own routines
Allow yourself to make a few mistakes so you don’t limit your opportunities
Learn to make decisions with less data
Try taking more risks and acting spontaneously
For others to work best with you, they should :
Be specific
Provide clear expectations
Create a regular routine

7. Spring Conference April 7 – 10, 2019
Results People
Bottom line; focused on goals
Driven to succeed; motivated by results
Take charge and move fast
Big picture – Don’t need all the research or details
Need to know WHY
Confident
Competitive
Outspoken – Love to debate and argue
No nonsense
Decisive; cut to the chase; move on
Impatient
Likes recognition – may put stock in status symbols
Spring Conference April 7 – 10, 2019

8. Results People
Meeting behavior:  Hate meetings. Get to the bottom line and move on.
Motto:  “So what’s your point???”
If you are a triangle, to improve you might try to:
Slow down and don’t shoot from the hip
Attend to necessary details, even if you delegate them
Develop more interest in the opinions of others
Give people more room to come on board
Be aware of your impact on others
For others to work best with you, they should:
Present the goal and the big picture
Explain the WHY
Provide stretch milestones and targets
Be succinct
Provide support for the details

9. Spring Conference April 7 – 10, 2019
People People
Empathy and perception for others
Fun-loving; laugh
Listen and communicate well
Easily swayed by opinions of others
Caregivers/helpers
Like people, committees, teams
Peacemakers – avoid conflict or making unpopular decisions
Over commit; take on more than you can handle
Too nice; can’t say no
Better at caring for others than yourself
Don’t particularly like hierarchy
Spring Conference April 7 – 10, 2019

10. People People Learn how to say NO and mean it
Meeting behavior:  Social, create harmony, love the food
Motto:  “I’ll do it – somebody has to!”
If you are a circle, to improve you might want to:
Learn how to say NO and mean it
Worry less about what other people do and think
Hold others accountable
Learn how to make unpopular decisions when necessary
For others to work best with you they should:
Be flexible
Be willing to talk about whatever is at hand
Provide a harmonious environment
Provide opportunities for you to add your perspective

11. Spring Conference April 7 – 10, 2019
Idea People
Often visionaries – lots of ideas
Creative
Lots of energy and enthusiasm
Like to try new ways and different things
Can appear a little flaky because their mind moves so fast
Difficulty with completion; start a task and move on to the next great idea
Can be frustrating to work with
Easily bored
Flexible – spontaneous
Make cognitive leaps, from A straight to F
Prefer less structured environments
Spring Conference April 7 – 10, 2019

12. Idea People Meeting behavior: Already thinking of the next step
Motto:  “I just got this great idea!”
If you are a squiggle, to improve you could:
Slow down and pay attention to the details
Focus on the task at hand
Think before you speak and act
Pay attention to your impact on others
For others to work best with you, they need to:
Present you new and different things to do
Be flexible and avoid preconceived ideas
Provide an unstructured environment
Offer multiple choices
Provide help with follow through

13. Spring Conference April 7 – 10, 2019
Purpose
Self Understanding & Better Communication
YOU need to orient toward the style of others that you work with
Example:
- A square will want details
- A triangle will not appreciate indecisiveness
- A circle needs to connect and have conversation
- A squiggle will need to have distractions removed
Spring Conference April 7 – 10, 2019

14. Results
Research shows that self-awareness leads to better self-management
- Enjoy the different strengths you each bring to the table
When working through a process make sure you include all four behavior styles
- new ideas
- concern for people
- data and analysis
- results
At conclusion, ask people to now write down which shape they actually identify with (it can be a combination of more than one.) Great time for discussion – is it different than their first instinct. Why or why not?

15. Barriers to Listening How many of the following are you guilty of?
Talking too much
Give the speaker/caller an opportunity to explain his / her situation.
 Composing your next statement while the other person is talking
This creates mistakes such as interrupting before the person is finished, seeming argumentative or defensive and jumping to conclusions. How can you understand what the speaker/caller wants if you are mentally designing your next statement?
 Perceiving why the other person is reaching out (via telephone or ) or bringing up a topic in conversation before getting all the details
We sometimes “believe” we know what the person wants. This can result in you trying to fit the information into your own preconceived idea!
Having an expectation of where the conversation is going
If you have an expectation of where the conversation is going, and in fact it is a different situation, you may “shut down” the listening skills and miss opportunities to identify what the person needs.

16. Good Listening Habits Limit your own talking
You cannot talk and listen at the same time.
Think like the speaker
The customer’s information, problems and needs are important and you will understand and retain them better if you keep in mind his / her point of view. 
Ask questions
If you need more information, ask for it! 
Don’t interrupt
A pause does not always mean the speaker is finished saying everything 
Concentrate
Focus your mind on what is being said. Practice shutting out distractions.
Listen for ideas not just words
You want to get the whole picture, not just bits and pieces.

17. Good Listening Habits Use interjections
An occasional “yes”, “I see”, etc. encourages and shows the customer you are still following.
Turn off your own worries
Not always easy; personal fears, worries and problems form a static that can block the speaker/caller’s message.
Prepare in advance
Remarks and questions prepared in advance can free your mind for listening.
React to ideas, not the person
Don’t allow irritation at things being said, or the manner in which they are said to distract you.
Don’t argue mentally
You may disagree with what the customer is saying but keep an open mind while listening, or you may unconsciously “close your ears!”

18. Maximizing the Effectiveness of Questions
Four reasons to ask questions:
To develop your presentation or dialogue
To get information, not just give information
To clarify or reinforce an idea or customer statement
To get to know the individual customer you are talking to
Four guidelines for asking questions:
Ask broad questions first, and then move to narrow ones
Ask short, simple and focused questions
Ask questions that are easy to answer
After asking your question, be quiet, and really listen to the answer
What we have learned…

19. Face to Face Communication
Body Language 55%   
Tone %
 Words %
Ask audience what they think? (Page 14 in workbook)
Body Language: 55%
Tone: 38%
Words: 7%

20. Telephone Communication
Tone 87%
Words 13%
What about over the phone – audience thoughts?
Tone: 87%
Words: 13%

21. Courtesy, and Team Rules of the Road
Communication
Courtesy, and Team Rules of the Road
Watch for perceived tone! No SHOUTING!
Be thoughtful about who is copied
Update Subject Lines to reflect the issue
Be thoughtful of how s are forwarded
Provide brief recaps
Observe the “3” exchange rule
Change Communication Method
We have talked about in person verbal communication and over the phone verbal communication...what about ...let’s quickly discuss some Business Development rules of the road on page 17
Ask audience if they have protocol to follow:
For instance – the “3” exchange rule – if an issue isn’t resolved in 3 exchanges – pick up the phone!

22. Spring Conference April 7 – 10, 2019