1. Communications Skills for Managers
Welcome!
Communications Skills for Managers

2. Plenty of time between now and Thursday afternoon!.
Miscommunication
Plenty of time between now and Thursday afternoon!.
“So, I’ll be expecting your report mid-week.”

3. Learning Objectives Know how to assess the audience
Learn how to use correct language & write for impact
Know non-verbal factors
Communicate for various results
Practice listening

4. Agenda – Day 1 Introduction Know your audience
AM Break (about 10:30, 15 min)
Selecting the correct language
Lunch (about Noon – 75min)

5. Agenda – Day 1 (cont.) Writing for impact
PM Break (about 2:30, 15 min)
Non-verbal communication
Communicating to get action

6. Agenda – Day 2 Communicating to train The listening challenge
Using visuals, exhibits & handouts
Communicating to inform

7. Triangle of Success
Skill
Attitude
Knowledge

8. Triangle of Success
Skill
Attitude
Knowledge

9. Cycle of Accelerated Performance
Attitude
Habit
More coaching
Feedback
Follow-up
Accountability
Measurement
Recognition
Need to
Want to
Can do
Will do
Show me how
Skill
Knowledge
Fundamentals Concepts Principles
Right with strong coaching
Practice
The knowledge trap

10. Elements to Consider Knowledge Expertise Experience Prejudice
Needs vs. Wants
Goals

11. Multiple Learning Styles
Have equal mix of all three
Break up timing
Use summaries
Use visual representations
Allow for Q&A

12. Multiple Learning Styles
Provide pictures in handouts
Provide space in handouts
Have variety of visual aids
Repeat major theme points
Ask listener to repeat directions

13. Principle
“Try honestly to see things from the other person’s point of view.”
-Dale Carnegie
How to Win Friends and Influence People

14. “The training was taken by many employees of the company.”
Passive Voice
“The training was taken by many employees of the company.”

15. “The training was taken by many employees of the company.”
Passive Voice
“The training was taken by many employees of the company.”
-Subject is acted upon

16. “Everyone in XYZ Company takes training to improve their skills.”
Active Voice
“Everyone in XYZ Company takes training to improve their skills.”

17. “Everyone in XYZ Company takes training to improve their skills.”
Active Voice
“Everyone in XYZ Company takes training to improve their skills.”
-Subject acts

18. Analogy A B C D __________ is to _________________ just as ___________

19. Analogy __________ is to _________________ just as ___________
Letter
word
sentence
paragraph

20. Analogy __________ is to ____________________ just as ___________
Paddling
a swan on a smooth lake
nervousness
a competent presenter

21. Negative Phrases “I want you to…” “I hear what your saying, but…”
“You’re wrong.”
“Let me tell you what I think…”

22. Openings Mystery statement Compliment Dramatic incident Question
Startling statement
Others:
Mystery statement
Compliment
Dramatic incident

23. Evidence Doubt Defeats Demonstrations Examples Facts Exhibits
Analogies
Testimonials
Statistics
Evidence
Doubt

24. Evidence Doubt Defeats Demonstrations Examples Facts Exhibits
Analogies
Testimonials
Statistics
Doubt
Evidence

25. Closings Summarize in a few words Appeal to the nobler motives
Throw down a challenge
Dramatize your ideas

26. Closings (2) Repeat the most important point
Use a motivating statement
Use a quotation
Speak on a personal level

27. 55% When Incongruent Verbal Vocal Visual Impact of Message 38% 7%
Dr. Albert Mehrabian, UCLA Professor
10 year study of non-verbal communication

28. Non-verbal Integrated with Verbal
Congruent Message
Non-verbal Integrated with Verbal

29. The Magic Formula
Action 5%
Benefit 5%
Incident 90%

30. Review – Day 1 Introduction Know your audience
Selecting the correct language
Writing for impact
Non-verbal communication
Communicating to get action

31. Preview – Day 2 Communicating to train The listening challenge
Using visuals, exhibits & handouts
Communicating to inform

32. Communications Skills for Managers Day 2
Welcome Back !
Communications Skills for Managers
Day 2
ISO-404-PD-EV-0764-T1.0

33. Review – Day 1 Introduction Know your audience
Selecting the correct language
Writing for impact
Non-verbal communication
Communicating to get action

34. Preview – Day 2 Communicating to train AM Break (about 10:15, 15 min)
The listening challenge
Lunch (about 11:45, 75 min)

35. Preview – Day 2 (cont.) Using visuals, exhibits & handouts
Communicating to inform
PM Break (about 2:30, 15 min)
Continue communicating to inform

36. Principles for Training
Show respect for the other person’s opinion. Never say “you’re wrong.”
Try honestly to see things from the other person’s point of view

37. Principles for Training
Praise the slightest improvement and praise every improvement
Use encouragement. Make the fault seem easy to correct
Call attention to people’s mistakes indirectly

38. Guidelines for Training
Determine need
Understand the difficulty
Tell how to accomplish
Demonstrate doing the task
Maintain positive attitude

39. Guidelines for Training
Learner does task
Make changes immediately
Mind picture of task
Be available

40. Four Levels of Listening
Ignore
Pretend
Selective
Attentive / Empathetic

41. REALLY Listening Regular event in schedule Expect accountability
Adapt want-to attitude
Let others talk – ask questions
Learn something
You must act on what you hear

42. Listening LADDER Look at the person Ask questions Don’t interrupt
Don’t change the subject
Express emotion with control
Respond appropriately

43. Benefits of Visuals Dramatize ideas Guide the presentation direction
Make the message easy to understand

44. Learning
83% more
through Eyes

45. Retention
What they read
10%

46. Retention (2)
What they hear
20%

47. Retention (3)
What they see
30%

48. Retention (4)
50%
What they see and hear

49. Retention (5)
70%
What they say

50. Retention (6)
What they say and do
90%

51. Visual Choice Factors Number of visuals required Degree of permanency
Size of audience
Message content
Time to prepare
Cost

52. 6 x 6 Rule
Six words per line
Six lines per screen

53. 6 x 6 Rule Violated Here’s the first bullet item for this screen
The next bullet item - it has more to say
This bullet item was hard to fit in this space
This bullet was very important to include
Now it’s time to see this very important bullet
Pretty soon the screen is filled with text
And the audience has to work too hard
Interest in speaker’s presentation may be lost

54. Bullet Font Size - 36 Legible and clear Easier to read
Better for presenting

55. Bullet Font Size - 24 Too small Especially for larger audience
Not the best for presenting

56. Make Data Visual Let’s Go! Units forecast 600 500 500 425 400 300 300
250
200
100
forecast
Jan
Feb
Mar
Apr

57. Reporting Data as Text January Sales at 300 units
February Sales down to 250 units
March Sales best yet = 425 units!
Let’s go for April = 500 units

58. Rules for Using Exhibits
Keep out of sight until ready to use
Large enough for audience to see
Don’t pass it around

59. Rules for Using Exhibits
Hold it up
Don’t talk to the exhibit
When finished with it, put aside

60. Communication to Inform
Open
Outcomes
Overview
Explain
Close

61. #5 “Course Objectives” Know how to assess the audience
Learn how to use correct language & write for impact
Know non-verbal factors
Communicate for various results
Practice listening