Communications Skills for ManagersCommunications

Skills for Managers

Welcome!Welcome!

MiscommunicationMiscommunication

“So, I’ll be expecting your

report mid-week.” “So, I’ll be expecting your

report mid-week.”

Plenty of timebetween now and

Thursday afternoon!.

Plenty of timebetween now and

Thursday afternoon!.

Triangle of SuccessTriangle of Success

Attitude

Attitude

KnowledgeKnowledge

Skill

Skill

Habit Habit

Skill Skill

Attitude Attitude

Knowledge Knowledge

Need toWant toCan do

Will doShow me how

Need toWant toCan do

Will doShow me how

Right with strong coachingRight with strong coaching

The knowledge trapThe knowledge trap

Fundamentals Concepts Principles

Fundamentals Concepts Principles

PracticePractice

More coachingFeedbackFollow-upAccountabilityMeasurementRecognition

More coachingFeedbackFollow-upAccountabilityMeasurementRecognition

Cycle of Accelerated PerformanceCycle of Accelerated Performance

Knowledge Expertise Experience Prejudice Needs vs. Wants Goals

Knowledge Expertise Experience Prejudice Needs vs. Wants Goals

Elements to ConsiderElements to Consider

Have equal mix of all three Break up timing Use summaries Use visual representations

Allow for Q&A

Have equal mix of all three Break up timing Use summaries Use visual representations

Allow for Q&A

Multiple Learning StylesMultiple Learning Styles

Provide pictures in handouts Provide space in handouts Have variety of visual aids Repeat major theme points Ask listener to repeat directions

Provide pictures in handouts Provide space in handouts Have variety of visual aids Repeat major theme points Ask listener to repeat directions

Multiple Learning StylesMultiple Learning Styles

“Try honestly to see things from

the other person’s point of

view.”

-Dale Carnegie

How to Win Friends and Influence People

“Try honestly to see things from

the other person’s point of

view.”

-Dale Carnegie

How to Win Friends and Influence People

PrinciplePrinciple

“The training was taken by

many employees of the

company.”

“The training was taken by

many employees of the

company.”

Passive VoicePassive Voice

“The training was taken by

many employees of the

company.”

-Subject is acted upon

“The training was taken by

many employees of the

company.”

-Subject is acted upon

Passive VoicePassive Voice

“Everyone in XYZ Company

takes training to improve their

skills.”

“Everyone in XYZ Company

takes training to improve their

skills.”

Active VoiceActive Voice

“Everyone in XYZ Company takes

training to improve their skills.”

-Subject acts

“Everyone in XYZ Company takes

training to improve their skills.”

-Subject acts

Active VoiceActive Voice

AnalogyAnalogy

__________ is to

_________________

just as ___________

is to _______________

__________ is to

_________________

just as ___________

is to _______________

AA

BB

CC

DD

AnalogyAnalogy

__________ is to

_________________

just as ___________

is to _______________

__________ is to

_________________

just as ___________

is to _______________

LetterLetter

wordword

sentencesentence

paragraphparagraph

AnalogyAnalogy

__________ is to

____________________

just as ___________

is to __________________

__________ is to

____________________

just as ___________

is to __________________

PaddlingPaddling

a swan on a smooth lake

a swan on a smooth lake

nervousnessnervousness

a competent presenter

a competent presenter

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

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

Negative PhrasesNegative Phrases

Question Startling statement Others:

Mystery statement Compliment Dramatic incident

Question Startling statement Others:

Mystery statement Compliment Dramatic incident

OpeningsOpenings

DemonstrationsExamplesFactsExhibitsAnalogiesTestimonialsStatistics

DemonstrationsExamplesFactsExhibitsAnalogiesTestimonialsStatistics

DefeatsDefeatsEvidence DoubtEvidence Doubt

DoubtDoubtEvidenceEvidence

DemonstrationsExamplesFactsExhibitsAnalogiesTestimonialsStatistics

DemonstrationsExamplesFactsExhibitsAnalogiesTestimonialsStatistics

DefeatsDefeatsEvidence DoubtEvidence Doubt

EvidenceEvidenceDoubtDoubt

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

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

ClosingsClosings

Repeat the most important point Use a motivating statement Use a quotation Speak on a personal level

Repeat the most important point Use a motivating statement Use a quotation Speak on a personal level

Closings (2)Closings (2)

7%7%

38%38%55%55%

VerbalVerbal

VocalVocalVisualVisual

Impact of MessageImpact of Message

WhenWhen

IncongrueIncongrue

ntnt

WhenWhen

IncongrueIncongrue

ntnt

Dr. Albert Mehrabian, UCLA Professor10 year study of non-verbal communicationDr. Albert Mehrabian, UCLA Professor10 year study of non-verbal communication

Congruent MessageCongruent Message

Non-verbal Integrated with Verbal

Non-verbal Integrated with Verbal

The Magic FormulaThe Magic Formula

Incident 90%Incident 90%Action

5%Action

5%Benefit

5%Benefit

5%

Principles for TrainingPrinciples 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

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

Principles for TrainingPrinciples 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

Praise the slightest improvement and praise every improvement

Use encouragement. Make the fault seem easy to correct

Call attention to people’s mistakes indirectly

Guidelines for TrainingGuidelines for Training1. Determine need2. Understand the difficulty3. Tell how to accomplish4. Demonstrate doing the task5. Maintain positive attitude

1. Determine need2. Understand the difficulty3. Tell how to accomplish4. Demonstrate doing the task5. Maintain positive attitude

Guidelines for TrainingGuidelines for Training

6. Learner does task7. Make changes immediately8. Mind picture of task9. Be available

6. Learner does task7. Make changes immediately8. Mind picture of task9. Be available

Four Levels of ListeningFour Levels of ListeningIgnorePretendSelectiveAttentive / Empathetic

IgnorePretendSelectiveAttentive / Empathetic

REALLY ListeningREALLY Listening

Regular event in scheduleExpect accountabilityAdapt want-to attitudeLet others talk – ask questionsLearn somethingYou must act on what you

hear

Regular event in scheduleExpect accountabilityAdapt want-to attitudeLet others talk – ask questionsLearn somethingYou must act on what you

hear

Listening LADDERListening LADDER

Look at the personAsk questions Don’t interruptDon’t change the subjectExpress emotion with controlRespond appropriately

Look at the personAsk questions Don’t interruptDon’t change the subjectExpress emotion with controlRespond appropriately

Dramatize ideas Guide the presentation direction Make the message easy to

understand

Dramatize ideas Guide the presentation direction Make the message easy to

understand

Benefits of VisualsBenefits of Visuals

LearningLearning

83% more83% morethrough Eyesthrough Eyes

RetentionRetention

What they readWhat they read

10%10%

Retention (2)Retention (2)

What theyhear

What theyhear

20%20%

Retention (3)Retention (3)

What theysee

What theysee30%30%

Retention (4)Retention (4)

What theysee and hear

What theysee and hear

50%50%

Retention (5)Retention (5)

What they sayWhat they say

70%70%

Retention (6)Retention (6)

What theysay and doWhat theysay and do

90%90%

Number of visuals required Degree of permanency Size of audience Message content Time to prepare Cost

Number of visuals required Degree of permanency Size of audience Message content Time to prepare Cost

Visual Choice FactorsVisual Choice Factors

6 x 6 Rule6 x 6 Rule

Six words per line Six lines per screen

Six words per line Six lines per screen

6 x 6 Rule Violated6 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

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

Bullet Font Size - 36Bullet Font Size - 36

Legible and clear Easier to read Better for presenting

Legible and clear Easier to read Better for presenting

Bullet Font Size - 24Bullet Font Size - 24

Too small Especially for larger audience Not the best for presenting

Too small Especially for larger audience Not the best for presenting

0

100

200

300

400

500

600

Jan

Make Data VisualMake Data Visual

300250

425

500

Let’s Go!Let’s Go!

Feb Mar Apr

Units

Units

forecastforecast

Reporting Data as TextReporting 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

January Sales at 300 units February Sales down to 250

units March Sales best yet = 425

units! Let’s go for April = 500 units

Rules for Using ExhibitsRules for Using ExhibitsKeep out of sight until ready

to useLarge enough for audience to

seeDon’t pass it around

Keep out of sight until ready to use

Large enough for audience to see

Don’t pass it around

Rules for Using ExhibitsRules for Using ExhibitsHold it upDon’t talk to the exhibitWhen finished with it, put aside

Hold it upDon’t talk to the exhibitWhen finished with it, put aside

#5 “Course Objectives”#5 “Course Objectives”

1. Know how to assess the audience

2. Learn how to use correct language

& write for impact

3. Know non-verbal factors

4. Communicate for various results

5. Practice listening

1. Know how to assess the audience

2. Learn how to use correct language

& write for impact

3. Know non-verbal factors

4. Communicate for various results

5. Practice listening