1. COMMUNICATION STRATEGIES

2. Learning Objectives Identify common communication problems that may be holding you back Learn techniques to persuade and influence others Develop skills in asking questions that give you information you need Learn what your non-verbal messages are telling others Enhance your ability to handle difficult situations

3. PERCEPTION & VALUES

6. NON-VERBAL COMMUNICATION

7. OPTIONS AND PROCEDURE

8. Options people like thinking about the big picture

9. They enjoy knowledge for knowledge’s sake

10. Options People are abstract thinkers

11. They see patterns and think outside the “box”

12. Options people want to know the “big why”

13. They are bottom line driven, and believe things can be perfect

14. ON THE OTHER HAND…

15. Procedure people value specifics and fact based details

16. They are interested in how to do something, not why

17. Procedure people love cheat sheets and lists; they are note takers

18. They are practical and work well within a rule based system

19. Options and procedure personalities gravitate to particular occupations

20. In the United States, most people are Procedural

21. Different types of people perceive the world in different ways

22. We want to communicate effectively with people who are different

23. NON-VERBAL COMMUNICATION

24. Good body positioning increases our ability to listen and comprehend

25. We need to pay attention to the messages our body language sends

26. NEURO-LINGUISTIC PROGRAMMING

27. We use different parts of our brains for different tasks

28. We tend to look in the direction that our brains are working.

29. Watch someone while you’re talking to them; you can tell how they think

30. What do you think they are thinking?

31. NLP Thinking Map Visually Creative Thinking (Upper Right) Remembering Something Visually (Upper Left) Words / Auditory Construction Thinking (Center Right) Remembering Words or Sounds (Center Left) Feeling / Sensing / Body Thinking (Lower Right) Having an “Internal” Conversation with Yourself (Lower Left)

32. NLP Thinking Map Visually Creative Thinking (Upper Right) Remembering Something Visually (Upper Left) Words / Auditory Construction Thinking (Center Right) Remembering Words or Sounds (Center Left) Feeling / Sensing / Body Thinking (Lower Right) Having an “Internal” Conversation with Yourself (Lower Left)

33. Imagine a purple buffalo

34. What was the color of the first house you lived in?

35. Create the highest sounding pitch possible in your head

36. Remember what your mother’s voice sounds like

37. Can you remember the smell of a campfire?

38. We look down and to the left when we’re talking to ourselves

39. DRAWING OUT THE SPEAKER’S MESSAGE

40. Questions often focus on the intent of the listener, not the speaker

41. We can use open and closed questions strategically

42. REVIEW

43. COMMUNICATING REGRET

44. “I’m sorry” has a special place in our culture

45. People want to know that you understand how you affected them

46. We all want to believe it will be different next time

47. The Apology Model helps us do it right the first time

48. CONFLICT RESOLUTION

49. Everyone has little things that they’d like to bring up and they don’t

50. Often, identifying a problem and describing its consequences is enough

51. We need a tool to address small problems before they get out of hand

52. WHEN EMOTIONAL PROBLEMS COME TO YOU

53. Emotion is a communication tool

54. When you recognize their emotion they are able to let go and move on

55. COMMUNICATING APPRECIATION

56. Appreciation is a potent, yet overlooked way to empower people

57. The beauty of appreciation is that we can give it to anyone we choose

58. ACTION PLAN

59. Thank You