Slide Deck: © 2011 B. Maloney 1

RAPID RAPPORTVerbal Technology to Build Chemistry FAST

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 2

INCREASE COMMUNICATIONEFFECTIVENESS UP TO 5X

What you get:

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 3

WOULD IT BE OK TO SEE A DEMO?http://www.youtube.com/watch?v=YcTgjR5iV1Y

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 4

Bernie Maloney, PE, CSMProduct Line and Program ManagementMatrix Management = Influence without Authority

Neuro Linguistic Programming PractitionerHealthy Chocolate Coach

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 5

I’VE GOT GOOD NEWS & BAD NEWS

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 6Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 7Silicon Valley Product Camp

OUTLINE

Outcome: Recognize and Practice Verbal Technology to Build Rapport Fast

• Why: Significance and Basis• How: Applications in Technology Teams• What’s Behind This: Get the Abstraction• Summary & Resources

Silicon Valley Product Camp Slide Deck: © 2011 B. Maloney 8

Slide Deck: © 2011 B. Maloney 9

WHY = FIRST IMPRESSIONS MATTERBefore Confirmation Bias

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 10

Does the 1st 60 seconds really matter?

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 11

Ever had a telemarketer call?

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 12

& you asked to hear more?

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 13

Even socially

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 14

Confirmation Bias

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 15

HOW: APPLICATIONS IN TECHNOLOGY TEAMS

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 16

Communication Goes (way, way, way) Beyond Wordse.g. Ray Birdwhistle, University of Pennsylvania

Verbal vectors:

Silicon Valley Product Camp

55%38%

7%

PhysiologyTonalityWords

Tone, PitchTempo: Speed & CadenceTimbreVolume

Slide Deck: © 2011 B. Maloney 17

Translating into (Agile) Practice

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 18

7%

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 19

35+%

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 20

55%

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 21

5X? OR 10X?What if teams increase communication effectiveness by even half this?

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 22Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 23

THE TIP? LOWER UNCONSCIOUS BARRIERS

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 24

The Principle

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 25

Build Rapport: Offer similar patternsTonality (35+%!)Words (7%): keys to how people represent information – another talkPhysiological (55%!)

Silicon Valley Product Camp

---------------------

Slide Deck: © 2011 B. Maloney 26

Pair off: Mirroring & MatchingKeep statements short (get multiple practice exchanges)Person A: State an insight from this or another source todayPerson B: Respond using similar verbal behaviorsSwitch roles at signal

Silicon Valley Product Camp

Tone, PitchTempo: Speed & CadenceTimbreVolume

Slide Deck: © 2011 B. Maloney 27

Participant Insights: Verbal Mirroring & Matching

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 28

WHAT’S BEHIND THIS?Get the Abstraction

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 29

It began in the Santa Cruz Mountains…

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 30

Virginia Satir’s Change Model

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 31

Principle: Success Leaves Footprints

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 32

NLP MODEL OF COMMUNICATIONUnconscious Programming = Barrier: Friend or Foe? Fight or Flight?

Silicon Valley Product Camp

2B bps info

Mind processes~134 bps in groups of7 +/- 2 “chunks”

DeleteDistortGeneralize

Slide Deck: © 2011 B. Maloney 33Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 34

Pair off: Mis-MatchingKeep statements shortPerson A: State an insight from this or another source todayPerson B: Respond using VERY DIFFERENT verbal behaviorsSwitch roles at signal

Silicon Valley Product Camp

Tone, PitchTempo: Speed & CadenceTimbreVolume

Slide Deck: © 2011 B. Maloney 35

Participant Insights: Verbal Mis-Matching

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 36

SUMMARY

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 37

TWO TYPES OF STUDENTS

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 38Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 39Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 40

DECIDE: WHICH TYPE ARE YOU?

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 41

Communication Goes (way, way, way) Beyond Words

Tonality (35+%!)Words (7%): keys to how people represent informationPhysiological (55%!)

Silicon Valley Product Camp

55%38%

7%

PhysiologyTonalityWords

Slide Deck: © 2011 B. Maloney 42

Building Rapport Lowers Unconscious Barriers

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 43

35+%: Observe & Signal Rapport by Verbal MatchingTone, PitchTempo: Speed & CadenceTimbreVolume

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 44

RESOURCES

Seminal Work:Richard Bandler & John Grinder,Frogs into Princes

For a far easier Introduction:Michael Brooks, Instant Rapport (available in libraries)

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 45

Bernie Maloney, PE, CSMAgile Strategies & Tactics from Lab to Launch@berniemaloneylinkedin.com/in/berniemaloney

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 46

FINUt Prosim. Namaste.

Silicon Valley Product Camp

Slide Deck: © 2011 B. Maloney 47Silicon Valley Product Camp