Professional Development Tool Box: Communication & Messaging

1. Professional Development Tool Box: Communication & Messaging Jacqueline Coleman, M.Ed, MSM February 28, 2012

2. Learning Objectives • MLP Participants will: • Learn the interdependent components of the Leadership Paradigm • Identify the various skills utilized in effective communication • Recognize the various types of communication styles • Discuss enhancers and barriers to effective communication and strategies to overcome barriers • Identify the distinction between communication and dialogue and elements of crucial conversations • Understand the process of effective meeting facilitation

3. Professional Development

4. Communications 101

5. Communication Styles Types Effective Communication Skills The Art of Dialogue Presentation Anxiety & Strategies to Overcome PowerPoint Overview

6. To convey a message to someone else clearly and in a manner that everyone involved understands the same information. Non-Verbal Written Body language Verbal Communication

7. Guardians Servers and protectors, cornerstones of society Idealists Concerned with personal growth, passionate Rationals Problem solvers Artisans Spontaneous, adaptable and competitive Communication Styles

8. Written Email In-person Body Language Eye Contact Non-Verbal Communication

9. What examples of non-verbal communication have you experienced that significantly impacted the presentation? What was the impact? What are the enhancers or promoters to effective communication that you have experienced? What are the barriers to effective communication that you have experienced? Effective Communication

10. Your Experiences with Communications Brainstorm

11. Patient Knowledgeable Speaks Clearly Observant Prepared Flexible Aware of body language Non-judgmental Traits of Effective Communicators

12. Use of humor Active-listening Eye Contact Questioning Tone Pace Communication Skills

13. Learning How to Hold Crucial Conversations

14. Crucial Conversations • Four principles of turning ideas into action: • Master the content • Master the skills • Enhance your motive • Watch for cues [Source: Patterson, 2002]

15. Style Under Stress Test • STYLE UNDER STRESSThis 33-question assessment allows you to see how you respond in crucial conversations in a specific relationship. The results indicate your natural tendencies to move toward silence or violence as well as the dialogue skills or tools you use well or need improvement in. • http://www.vitalsmarts.com/styleunderstress.aspx

16. Crucial Tip • Work on Me First • "There's only one corner of the universe you can be certain of improving, and that's your own self.“ - Aldous Huxley • A focus only on improving your own responses and reactions, will allow you to have the power to improve both your results and your relationships.

17. Making Effective Presentations

18. When you present or think of presenting, what makes you anxious? Presentation Anxiety

19. Master the four key elements of presenting Audience Content Process/Delivery Environment Strategies to Overcome Anxiety

20. 10 Points to Consider • Once you have written your text, cut, cut, cut • Group similar ideas together and organize into thematic groupings • Make sure audience departs more informed • Involve audience in presentation where possible • For every hour of presentation, prep for 10 hours

21. 10 Points to Consider 6. Research the audience • Test the microphone and other technology ahead of presentation • Open effectively, close memorably • Prepare yourself – think positively; believe in yourself • Visualize success

22. Who Expectations Agenda Welcome Audience

23. Prepare, Prepare, Prepare Select Key Points Be Clear Be Concise Use examples Content

24. Practice Follow a natural sequence Think through possible questions Anticipate Murphy’s arrival Manage the silence Process/Delivery

25. Check out the space in advance Arrive early Ensure equipment is working Dress appropriately Environment

26. Practice relaxation techniques Smile Make eye contact Use excess energy…move Additional Tips

27. According to researchers, people retain: 20% of what they hear 30% of what they see 50% of what they hear and see and; 90% of what they see, hear, say and do Preparing your Visual Aids

28. Strengths Provides framework Makes visual connection Guides the presenter Use of PowerPoint

29. Less is more Use contrasting colors Use phrases not complete sentences Use large font Proof your slides PowerPoint Basics

30. Distracting animation Sound effects Too much text Too many photos, etc All CAPITAL LETTERS! No-No’s

31. Summary • Recognize the various styles of communication • Identify skills used in effective communication • Overcome anxiety through preparation • Keep your presentation simple

32. Quiz on Presentation Effectiveness

33. The Art of Facilitation

34. What is Facilitation? • The art and science of managing meetings and group processes, facilitation involves guiding meetings and groups while using a specific set of skills and tools.

35. Facilitation • An effective facilitator smooths the way for group members to: • Brainstorm options • Identify viable solutions • Develop and implement action plans

36. The Skills

37. Facilitator’s Main Task • Keep the group on task • Assess the group’s concentration and engagement • Clarify confusing discussions • Provide feedback to the group • Enforce group rules

38. The Art of Dialogue

39. What is Dialogue ? • di-a-logue or di-a-log (n) • The free flow of meaning between two or more people.

40. A Model of Dialogue [Source: Patterson, 2002]

41. Crucial Conversation Tip • "If an issue is so serious that we find ourselves acting it out instead of talking it out, we need to hold the conversation with the person in question." - Al Switzler, coauthor of Crucial Conversations

42. How Does it Work? • Fill the pool of shared meaning • Start with heart • Work on you first – you’re the only person you can control • Focus on what you really want • Ask: what does my behavior tell me about what my motives are? • What do I really want for myself? • For others? • For the relationship? [Source: Patterson, 2002]

43. How Does it Work? • Open yourself to change • Search for the elusive And • Avoid the Sucker’s choice • Watch to see if you are making yourself choose between peace and honesty, winning and losing, right or wrong • Break free and search for And • Clarify what you don’t want, add to what you want and ask your brain to search for healthy options

44. Professional Development Tools & Resources

45. My Development Plan-Grid For Success

46. Organizational Quiz

47. The 7 Habits of Highly Effective Managers 1) Know your limits 2) Listen first before speaking 3) Ask ‘Why?’ not ‘What?’ 4) Be decisive 5) Be responsive 6) Communicate frequently 7) Manage passion

48. Competency Best Practices • Communication (effectively express to and receive information from individuals and diverse groups) • Conflict management (communicating performance feedback in a timely and effective manner, using resistance, and receiving criticism)

49. Competency Best Practices • Coaching (developing clear individual goals and implementation plans for team members, developing trust, and supporting, motivating and reinforcing individual performance in support of their own and organizational goals)

50. Competency Best Practices • Focus (establishing a clear vision, values, and mission to drive and sustain a customer-centered, strategic change) • Team development (establishing team processes that support diverse professionals to work together for the joint mission) [Source: Change Central, 2001]