1. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” EFFECTIVE COMMUNICATION IN THE WORKPLACE CH JOE HUGHES Fort Sam Houston

2. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” WHY TEACH COMMUNICATIONS? DEFINITION BASIC ELEMENTS DISTRACTORS THE COMPLETE MESSAGE KEYS TO LISTENING TALKING SKILLS SUMMARY CONCLUSION AGENDA Fort Sam Houston

3. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” IT IS EXTREMELY IMPORTANT WHEN DIALOGUE STOPS, RESENTMENT AND HATE ARE BORN BAD COMMUNICATION IS EASY GOAL WHY TEACH COMMUNICATION? Fort Sam Houston

4. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” COMMUNICATION DEFINITION COMMUNICATION IS... A PROCESS (EITHER VERBAL OR NON- VERBAL) OF SHARING INFORMATION WITH ANOTHER PERSON IN SUCH A WAY THAT HE OR SHE UNDERSTANDS WHAT YOU ARE SAYING ”. TALKING, LISTENING, AND UNDERSTANDING ARE ALL INVOLVED IN THE PROCESS OF COMMUNICATION. Fort Sam Houston

5. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” BASIC ELEMENTS OF COMMUNICATIONS ABILITY TO LISTEN LISTENING SKILLS Fort Sam Houston

6. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” LAWS OF COMMUNICATION The Law of the First Impression: “ How people perceive you is how they react to you. ” The Law of Harvest: “ You reap what you sow. ” The 2 nd Law of Thermodynamics: “ Anything left to itself goes to pot. ” The Law of the Golden Rule: “ Do unto others as you would have them do unto you. ” Fort Sam Houston

7. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” DISTRACTORS TO COMMUNICATION DAY-DREAMING DETOURS DEBATES SELF-BRIEF Fort Sam Houston

8. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” THE COMPLETE MESSAGE ACTUAL WORDS 7% TONE OF VOICE 38% NONVERBAL COMMUNICATION 55% Fort Sam Houston

9. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” THE KEY TO LISTENING TO GAIN UNDERSTANDING BEFORE MOVING INTO ACTION: *PUTTING YOUR OWN CONCERNS ON HOLD TEMPORARILY *FOLLOWING RATHER THAN LEADING Fort Sam Houston

10. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” THE CHALLENGE OF TELEPHONE MANAGEMENT 96% of all dissatisfied callers will never complain about the way you treated them. 90% won ’ t call back. Each of the 90% will tell at least 9 others how you treated them. 13% will tell 20 or more how you treated them on the phone. Fort Sam Houston

11. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” WHAT DOES THE CALLER (SOLDIER) EXPECT? Reliability: Dependable, accurate, and consistent information Responsiveness: Helpful, prompt service Assurance: Knowledgeable, courteous, and confident assistance Tangibles: A system that works; professional leadership Empathy: Individualized attention: someone who will listen Fort Sam Houston

12. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” It ’ s All About People Remember what business you ’ re in Identify all the possible scenarios that could be presented by the soldier Make it easy for the caller to communicate with you Listen Periodically evaluate your communication skills Fort Sam Houston

13. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” ROADBLOCKS TO COMMUNICATION Unfulfilled Expectations Unfulfilled Needs Loss of Job Focus Personal Attitude Lack of Understanding Fort Sam Houston

14. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston The Challenging Caller The Sherman Tank ( “ Attack! ” ) The Sniper ( “ Gottcha! ” ) The Exploder ( “ Fire For Effect! ” ) The Recruit ( “ What was the FAX#? ” ) The Whiner ( “ Waah…snivel, snivel ” )

15. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston THE MOMENT OF TRUTH (MOT) “ The point when the expectancy level of the customer contacts the service delivery level of an organization. ” -Tom Winninger, SAS 1)The call to ARPERSCOM 2)The connection to a career manager 3)The 5-10 minute conversation; (MOT) 4)The disconnection 5)The soldier makes an important decision

16. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” CONCLUSION “CONFLICT DOES NOT HAVE TO DESTROY YOU, BUT IT CAN PROVIDE THE MOMENTUM TO BRING POSITIVE CHANGE AND GROWTH WITHIN A RELATIONSHIP” Fort Sam Houston

17. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston ANGER CONTROL CH Joe Hughes

18. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston AGENDA WHY ANGER CONTROL DEFINITION OF ANGER IMPACT OF ANGER EXAMPLE OF IMPACT OF ANGER WHERE DO EMOTIONS COME FROM WHO IS IN CHARGE OF YOUR ANGER REASONS FOR ANGER KEYS TO CONTROLLING YOUR ANGER RESPOND – DON ’ T REACT TAKING CONTROL OF YOUR ANGER SUMMARY & CONCLUSION

19. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston WHY ANGER CONTROL? ANGER CAUSES STRESS ANGER CAUSES ABUSE OF ALL TYPES ANGER CAUSES PAIN

20. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston DEFINITION OF ANGER: “ A feeling of great displeasure or hostility toward someone or something caused by a sense of injury or wrong; rage; wrath. ”

21. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston IMPACT OF ANGER FIRST COMES THE INCIDENT OR EVENT SECOND IS THE INDIVIDUAL ’ S VALUES OR BELIEFS ABOUT THE INCIDENT THIRD IS THE INDIVIDUAL ’ S EMOTIONAL RESPONSE

22. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston EXAMPLES OF ANGER ’ S IMPACT: SOLDIERS GOING TO A BATTALION ORGANIZATIONAL DAY AND THEY ARE WAITING FOR ONE SOLDIER SOLDIERS BECOME ANXIOUS THEY GET ANGRY WITH THE SOLDIER WHO IS LATE

23. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston WHERE DO EMOTIONS COME FROM? WHAT STEPS ARE NECESSARY TO MAKE YOU ANGRY? WHAT HAPPENS PHYSICALLY TO LET YOU KNOW YOU ARE ANGRY? WHAT MAKES YOU ANGRY?

24. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” Fort Sam Houston WHO IS IN CHARGE OF YOUR ANGER? MY COMMANDER? MY SERGEANT? MY SPOUSE? MY FRIEND? ME?

25. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” REASONS FOR ANGER? WE THINK NEGATIVE THOUGHTS WE LOSE CONTROL OF THE SITUATION Fort Sam Houston

26. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” KEYS TO CONTROLLING YOUR ANGER YOU ARE THE ONE TO CONTROL YOUR ANGER ONLY YOU CAN CONTROL YOUR THINKING NEGATIVE THOUGHTS = ANGER Fort Sam Houston

27. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” STEPS IN CONTROLLING ANGER DON’T MAKE ASSUMPTIONS ABOUT OTHERS DON’T THINK FOR OTHERS DON’T INFLATE SITUATIONS DON’T USE “SHOULD” STATEMENTS Fort Sam Houston

28. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” RESPOND DON’T REACT STOP NEGATIVE FANTASIES THINK ABOUT POSSIBILITIES PUT THINGS INTO PERSPECTIVE Fort Sam Houston

29. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” TAKING CONTROL OF YOUR ANGER ADMIT YOUR ANGER THINK ABOUT THE END RESULTS TALK ABOUT YOUR ANGER LET GO OF YOUR ANGER FORGIVE OTHERS Fort Sam Houston

30. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” SUMMARY UNDERSTAND WHAT ANGER IS KNOW WHY YOU GET ANGRY WHO IS IN CHARGE OF MY ANGER TAKE CONTROL OF MY ANGER Fort Sam Houston

31. 23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS STARTS HERE! ” CONCLUSION ANGER DOES NOT HAVE TO CONTROL YOU, BUT YOU NEED TO CONTROL IT TO HAVE POSITIVE RELATIONSHIPS IN LIFE. Fort Sam Houston