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Reframing Communication for Positive Results

Reframing Communication for Positive Results. About The Presenters. Margaret Macmillan, Certified Executive Coach MLS, Mus. Bac ., Manager, Markham Public Library Paula Smith-Nadin, Senior Services Specialist – Customer Experience, Toronto Public Library. Agenda.

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Reframing Communication for Positive Results

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  1. Reframing Communication forPositive Results

  2. About The Presenters Margaret Macmillan, Certified Executive Coach MLS, Mus. Bac., Manager, Markham Public Library Paula Smith-Nadin, Senior Services Specialist – Customer Experience, Toronto Public Library

  3. Agenda Welcome and Introductions Staff Engagement The Case for Coaching (what is happening at Markham Public Library and Toronto Public Library) Core Coaching Skills Action Future Networking

  4. Communication and Rapport • 55% body language • 38% tonality, timbre and tempo • 7% words What signals are you communicating?

  5. Excellence as Innovation “High performance organizations see excellence as a way to boost customer satisfaction, employee productivity and profitability while cutting costs and reducing waste.” “Excellence is about a transformation of thinking. It requires collaboration and teamwork. Excellence is about heart, relationships and how people (customers/employees) treat and communicate with each other.” Adam Stoeher, VP, Educational Services, National Quality Institute.

  6. Coaching’s real impact is in building leadership and employee engagement.

  7. Staff Engagement What is it? What needs to happen in order to achieve it? What would be the impact on your organization? “We are at our very best and we are happiest when we are fully engaged in work we enjoy on the journey toward the goal we’ve established for ourselves.” Earl Nightingale

  8. Staff Engagement • An engaged employee is a person who is fully involved in, and enthusiastic about his or her work; willing to go beyond the call of duty.

  9. Staff Engagement • 50 % of work satisfaction is determined by the relationship workers have with their bosses. • 70% of people leaving cited poor supervision or management relationship as a top reason for leaving an organization. Study of the Emerging Workforce, Saratoga Institute

  10. It’s All About Building Trust “The birth of a good society comes when people start to trust each other, to share with each other, and to feel concerned for each other.”…Jean Vanier

  11. What is a “Coach Approach”? A communication process A supportive partnership based on active listening, open and honest dialogue and powerful questioning Seeking to discover the best in others Opening a person to expand and to learn what is possible for themselves Building staff engagement

  12. Value of CoachingStaff Testimonials • “I have received the positive benefit of continuous encouragement and support as well as acknowledgement of successes. Coaching has also been of tremendous value in fostering a new team at TC and bonding of new staff members.” (MPL staff) • “Being ‘coached’ really makes you think harder about your own decisions and makes you look at things from different angles. You often end up coming up with solutions you may never have considered before. Coaching also builds self-confidence which has helped me become more assertive as a leader.” (MPL staff) • “I think you have challenged me to be more honest and open.” (YWCA ED) • “I cannot tell you how much you have helped me to come to a place of being able to take what has been difficult and put into a place of opportunity.” (YWCA ED)

  13. Core Coaching Skills“How You Need to Coach” • Listening • Encouraging/Acknowledging • Powerful Questioning • Action Planning

  14. Listening

  15. Take Time To Listen Positive communication is about listening beneath the words... • TED: Tell Me More; Explain; Describe • Eye contact • Non-verbal comments (mmm or nodding) • Brief phrases (of course or say more…) • Reframing by paraphrasing (What I am hearing is …) • Ask questions (What does that mean?) • Total focus

  16. WAIT: The Sound of Silence WAIT: Why Am I Talking? Silence is a key to the questions we ask. Give them room to think and answer.

  17. Encouragement “The deepest principle in human nature is the craving to be appreciated.” William James (American psychologist and philosopher)

  18. Encouraging • Yes you can do it!! Go for it! • You’re doing just great! • You are on the right track. Keep going!

  19. Acknowledgement • Why is it so difficult to give and receive positive feedback?

  20. Powerful Questions Are You Telling or Asking?

  21. Ten Powerful Questions What is going well? What support do you need? If this challenge were solved, what would open up for you? What is really getting in the way? What could be the first step? What is the opportunity with this change? What would be the easiest way to do this? What would a successful outcome look like to you? What’s the worst thing that could happen? What do you want to focus on today so that you can go away feeling that you have reached a positive outcome?

  22. From Low Energy to High Energy • What’s the problem? to • Do you really think you can do that on your own? to • Is this challenge too much for you to cope with? to • Why do you give up so easily? • How do you think you can get all of that done? • What is going well? • What support do you need? • If this challenge were solved, what would open up for you? • What is really getting in the way? • What could be the first step?

  23. Action PlanningCoaching is only a conversation without action planning. • WHO is accountable? • WHAT are they accountable for? • WHEN is it due? • WHAT support or resources are required?

  24. To Be “Coach-like” Means A Shift In Attitude Reframing Your Words A Shift In Tone of Voice and Emphasis A Shift In Body Language Being Agenda-Free Being Curious, a Neutral Observer

  25. Reframing Your Approach FROM Making a person wrong Telling Hierarchical Judgment Reactive Solving their problem Why did you do that? TO Supporting the person’s strength Listening Collaborative Endorsement Proactive Empowering the other person to find own solution What can you do differently?

  26. Action • What are you taking away from this session? • What exactly are you committed to doing differently? • Where do you think you can use “a coach approach” in your workplace? • What will be the biggest support in making this work? • Where will you start? • How will you be accountable for doing it?

  27. Communicate to Connect! • Networking – sign-up if you would like to continue to share ideas about “Reframing Your Communication for Positive Results”. For more information about coaching contact: Margaret Macmillan, Branch Manager Markham Public Library mmacmill@markham.library.on.ca 905-513-7977 ext. 3572

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