1. Reframing Communication for Positive Results

2. About The Presenters Margaret Macmillan, Certified Executive Coach Margaret Macmillan, Certified Executive Coach MLS, Mus. Bac., Manager, Markham Public Library MLS, Mus. Bac., Manager, Markham Public Library Paula Smith-Nadin, Senior Services Specialist – Customer Experience, Toronto Public Library Paula Smith-Nadin, Senior Services Specialist – Customer Experience, Toronto Public Library

3. Agenda Welcome and Introductions Staff Engagement The Case for Coaching (what is happening at Markham Public Library and Toronto Public Library) Core Coaching Skills Action Future Networking

4. Communication and Rapport 55% body language 55% body language 38% tonality, timbre and tempo 38% tonality, timbre and tempo 7% words 7% words What signals are you communicating?

5. Excellence as Innovation High performance organizations see excellence as a way to boost customer satisfaction, employee productivity and profitability while cutting costs and reducing waste. High performance organizations see excellence as a way to boost customer satisfaction, employee productivity and profitability while cutting costs and reducing waste. Excellence is about a transformation of thinking. It requires collaboration and teamwork. Excellence is about heart, relationships and how people (customers/employees) treat and communicate with each other. Excellence is about a transformation of thinking. It requires collaboration and teamwork. Excellence is about heart, relationships and how people (customers/employees) treat and communicate with each other. Adam Stoeher, VP, Educational Services, National Quality Institute. Adam Stoeher, VP, Educational Services, National Quality Institute.

6. Coachings real impact is in building leadership and employee engagement.

7. Staff Engagement What is it? What needs to happen in order to achieve it? What would be the impact on your organization? We are at our very best and we are happiest when we are fully engaged in work we enjoy on the journey toward the goal weve established for ourselves. Earl Nightingale Earl Nightingale

8. Staff Engagement An engaged employee is a person who is fully involved in, and enthusiastic about his or her work; willing to go beyond the call of duty.

9. Staff Engagement 50 % of work satisfaction is determined by the relationship workers have with their bosses. 70% of people leaving cited poor supervision or management relationship as a top reason for leaving an organization. Study of the Emerging Workforce, Saratoga Institute

10. Its All About Building Trust The birth of a good society comes when people start to trust each other, to share with each other, and to feel concerned for each other.…Jean Vanier

11. What is a Coach Approach? A communication process A communication process A supportive partnership based on active listening, open and honest dialogue and powerful questioning A supportive partnership based on active listening, open and honest dialogue and powerful questioning Seeking to discover the best in others Seeking to discover the best in others Opening a person to expand and to learn what is possible for themselves Opening a person to expand and to learn what is possible for themselves Building staff engagement Building staff engagement

12. Value of Coaching Staff Testimonials I have received the positive benefit of continuous encouragement and support as well as acknowledgement of successes. Coaching has also been of tremendous value in fostering a new team at TC and bonding of new staff members. (MPL staff) I have received the positive benefit of continuous encouragement and support as well as acknowledgement of successes. Coaching has also been of tremendous value in fostering a new team at TC and bonding of new staff members. (MPL staff) Being coached really makes you think harder about your own decisions and makes you look at things from different angles. You often end up coming up with solutions you may never have considered before. Coaching also builds self-confidence which has helped me become more assertive as a leader. (MPL staff) Being coached really makes you think harder about your own decisions and makes you look at things from different angles. You often end up coming up with solutions you may never have considered before. Coaching also builds self-confidence which has helped me become more assertive as a leader. (MPL staff) I think you have challenged me to be more honest and open. (YWCA ED) I think you have challenged me to be more honest and open. (YWCA ED) I cannot tell you how much you have helped me to come to a place of being able to take what has been difficult and put into a place of opportunity. (YWCA ED) I cannot tell you how much you have helped me to come to a place of being able to take what has been difficult and put into a place of opportunity. (YWCA ED)

13. Core Coaching Skills How You Need to Coach Listening Listening Encouraging/Acknowledging Encouraging/Acknowledging Powerful Questioning Powerful Questioning Action Planning Action Planning

14. Listening

15. Take Time To Listen Positive communication is about listening beneath the words... TED: Tell Me More; Explain; Describe TED: Tell Me More; Explain; Describe Eye contact Eye contact Non-verbal comments (mmm or nodding) Non-verbal comments (mmm or nodding) Brief phrases (of course or say more…) Brief phrases (of course or say more…) Reframing by paraphrasing (What I am hearing is …) Reframing by paraphrasing (What I am hearing is …) Ask questions (What does that mean?) Ask questions (What does that mean?) Total focus Total focus

16. WAIT: The Sound of Silence WAIT: Why Am I Talking? WAIT: Why Am I Talking? Silence is a key to the questions we ask. Give them room to think and answer. Silence is a key to the questions we ask. Give them room to think and answer.

17. Encouragement The deepest principle in human nature is the craving to be appreciated. William James (American psychologist and philosopher)

18. Encouraging Yes you can do it!! Go for it! Yes you can do it!! Go for it! Youre doing just great! Youre doing just great! You are on the right track. Keep going! You are on the right track. Keep going!

19. Acknowledgement Why is it so difficult to give and receive positive feedback? Why is it so difficult to give and receive positive feedback?

20. Powerful Questions Are You Telling or Asking?

21. Ten Powerful Questions What is going well? What is going well? What support do you need? What support do you need? If this challenge were solved, what would open up for you? If this challenge were solved, what would open up for you? What is really getting in the way? What is really getting in the way? What could be the first step? What could be the first step? What is the opportunity with this change? What is the opportunity with this change? What would be the easiest way to do this? What would be the easiest way to do this? What would a successful outcome look like to you? What would a successful outcome look like to you? Whats the worst thing that could happen? Whats the worst thing that could happen? What do you want to focus on today so that you can go away feeling that you have reached a positive outcome? What do you want to focus on today so that you can go away feeling that you have reached a positive outcome?

22. From Low Energy to High Energy Whats the problem? to Whats the problem? to Do you really think you can do that on your own? to Do you really think you can do that on your own? to Is this challenge too much for you to cope with? to Is this challenge too much for you to cope with? to Why do you give up so easily? Why do you give up so easily? How do you think you can get all of that done? How do you think you can get all of that done? What is going well? What support do you need? If this challenge were solved, what would open up for you? What is really getting in the way? What could be the first step?

23. Coaching is only a conversation without action planning. Action Planning Coaching is only a conversation without action planning. WHO is accountable? WHO is accountable? WHAT are they accountable for? WHAT are they accountable for? WHEN is it due? WHEN is it due? WHAT support or resources are required? WHAT support or resources are required?

24. To Be Coach-like Means A Shift In Attitude A Shift In Attitude Reframing Your Words Reframing Your Words A Shift In Tone of Voice and Emphasis A Shift In Tone of Voice and Emphasis A Shift In Body Language A Shift In Body Language Being Agenda-Free Being Agenda-Free Being Curious, a Neutral Observer Being Curious, a Neutral Observer

25. Reframing Your Approach FROM Making a person wrong Making a person wrong Telling Telling Hierarchical Hierarchical Judgment Judgment Reactive Reactive Solving their problem Solving their problem Why did you do that? Why did you do that?TO Supporting the persons strength Supporting the persons strength Listening Listening Collaborative Collaborative Endorsement Endorsement Proactive Proactive Empowering the other person to find own solution Empowering the other person to find own solution What can you do differently? What can you do differently?

26. Action What are you taking away from this session? What are you taking away from this session? What exactly are you committed to doing differently? What exactly are you committed to doing differently? Where do you think you can use a coach approach in your workplace? Where do you think you can use a coach approach in your workplace? What will be the biggest support in making this work? What will be the biggest support in making this work? Where will you start? Where will you start? How will you be accountable for doing it? How will you be accountable for doing it?

27. Communicate to Connect! Networking – sign-up if you would like to continue to share ideas about Reframing Your Communication for Positive Results. For more information about coaching contact: Margaret Macmillan, Branch Manager Markham Public Library mmacmill@markham.library.on.ca 905-513-7977 ext. 3572