1. Project Success Proven Communication A foundation for optimal service delivery Hermien Zaaiman Eleanor Huggett Yes, but what about communication?

2. Objectives To achieve a greater understanding of: 1)What communication is 2)Why it is so difficult to communicate 3)Your own communication style Project Success Proven

3. Communication – What is it? The process of sending and receiving messages  Sending: Verbal and Non-Verbal  Receiving: Perceiving, Listening and Understanding Communication is EVERYTHING YOU DO! And must be actively managed for optimal success Project Success Proven

4. The single biggest problem in communication is the illusion that it has taken place George Bernard Shaw Communication What are the biggest challenges? Project Success Proven

5. Communication – Effect of WhatContribution (%) You say The other person sees You sound like to the other person WhatContribution (%) Conscious Subconscious Project Success Proven Giving Receiving

6. Components of Communication First impressions matter Awareness matters Congruence and Dissonance Project Success Proven

7. Others may perceive you as Sly Arrogant Inappropriate Hyper Opinionated Impulsive Rigid Nitpicking Passive or Indecisive Needy Dissonance Goulston’s ten most common perceptions that cause dissonance I believe I am Shrewd Confident Humorous Energetic A person with strong opinions Passionate Strong Detail oriented Quiet Sensitive How do you perceive yourself? How do you believe others perceive you? Dissonance hampers effective communication The greatest dissonance occurs when people feel most vulnerable Mark Goulston, Just Listen, 2010 Project Success Proven

8. Change Project Success Proven

9. When you can’t avoid dissonance, Anticipate it Mark Goulston What to do? Project Success Proven

10. Mark Goulston, Just Listen, 2010 Resistant to doing Continuing to do Listening Considering Willing to do Doing Glad they did The Persuasion Cycle Buy-In Project Success Proven

11. Listening – What are you doing?  Are you listening to respond or to understand?  Do others understand what you are saying?  Do you value what others are saying?  What about that which has been left unsaid? Project Success Proven

12. Receiving – Obstacles to listening and understanding  Interrupting  Objecting  Redirecting  Rational responses  Emotional responses Project Success Proven What is the correct response?

13. The Art of Effective Communication Management  Try to understand the other person’s viewpoint  Develop a desire to listen - Allow others to do the talking  Ask clarifying questions  Demonstrate respect, empathy and sensitivity  Listen for the entire message  Confirm your understanding of the message  Take the other person’s communication preferences into account – How does s/he prefer to be communicated to? Project Success Proven

14. Project Success Proven Your Preferred Behavioural Style How others tend to experience you How you believe you tend to behave vs.

15. Behavioural Styles – The DISC Model Why?  Understanding your own behavioural style assists you to: - Understand the impact of your behavioural style on others - Adapt your behaviour in interaction with others  Understanding the natural behavioural styles and the preferences of others allows you to understand: - ‘Why’ they act the way they do at a very high level - How to adjust your own style when interacting with them to achieve the desired outcome Project Success Proven

16. DC S InitiateRespond People Task ConscientiousDominant SteadyInfluence I Project Success Proven

17. DISC Communication Styles DISC StyleGiving – Tends toReceiving – Tends to prefer Dominant Impatient, Decisive, Not friendly, Doesn’t listen, Interrupts One way – Task related Short and to the point The elevator speech What, When, Who Influence Enthusiastic, Articulate, Friendly, Talks too much, Talks about friends, Jumps to conclusions, Doesn’t listen, Interrupts Prefers conversing to writing One way – Me, People related, Friendly, Social, Interact Prefers hearing to reading Steady Warm, Friendly, Patient, Good listener Pedantic Two way communication, Allow questions, Be patient, Slow down Conscientious Avoidant, As little as possible, Diplomatic, Logical, Structured, Presents all options, Hesitant, May not get to the point Two way details, Work related Prefers reading to conversing Project Success Proven

18. Objectives To achieve a greater understanding of: 1)What communication is 2)Why it is so difficult to communicate 3)Your own communication style Project Success Proven

19. Mark Goulston, Just Listen, 2010 Resistant to doing Continuing to do Listening Considering Willing to do Doing Glad they did The Persuasion Cycle Buy-In Project Success Proven