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Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone. Presented by Rick Import ESI, Charlottesville, VA. 11:00am-12:00pm……… 12:00-1:00pm…………… 1:00-2:00pm……………. Understand First Lunch Be Understood. Agenda. Attention to detail Efficient

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Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone

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  1. Leadership Communication for the POCC:Essential Skills for Dealing Successfully with Anyone Presented by Rick Import ESI, Charlottesville, VA

  2. 11:00am-12:00pm……… 12:00-1:00pm…………… 1:00-2:00pm…………….. Understand First Lunch Be Understood Agenda

  3. Attention to detail Efficient Organized Time efficient High standards High expectations Wears lots of hats Wicked Awesome POCC Profile: Rick’s Perception

  4. Professional Side Reduced conflict and stress Increase accuracy Consistent operator compliance Results without demanding Faster solutions to challenges Develop people who want to help Personal Side Reduced conflict and stress More willing compromise More understanding More open frank discussions Today’s Goals

  5. Quicker Easier on the deliverer Harder on the recipient Results in less precise results Takes more time Harder for the deliverer Easier on the recipient Results in much more precise results One-way vs. Two-way communication

  6. Our Impressions • Based on our life’s experiences • No two people with the same experiences • We have different impressions of the same exact thing • Impressions are based on our own perspectives

  7. Communication land mines • When we make judgments too soon • When we advise without knowing their perspective • When we try to change someone’s perspective

  8. Communication 101 Listen without judging

  9. How we respond • We Evaluate: Agree or disagree • We Probe: Ask questions …from our own perspective • We Advise: Also from our own perspective • We Interpret: Figure out people’s motives and behavior - also from our perspective

  10. Types of Listening Pretending Scene: Husband is reading paper at table, facing away from doorway. Wife steps into doorway. ……………… Wife: Honey, does this dress make me look fat? Husband (Keeps reading): You betcha. Announcer: In the time it takes to pull out the sleep-sofa, you can get a free auto insurance quote from Geico.

  11. Types of Listening Selective Listening ………….. Husband and wife in car. Wife: While I work on the invitations, can you Pick up 400 pounds of sugar, 76 bulbs of garlic, and a couple of gallons of Pepto Bismol? Oh, and get some chips and stuff for the game tonight. Husband: What time’s the game?

  12. Types of Listening Attentive Listening Young married couple in restaurant………… Wife: I got a lot done today, honey. I interviewed three pediatricians, put in for a leave in 9 months, and cleaned out the entire study. Honey, do you know what I’m saying? Husband, staring into her eyes: Yeah. You interviewed three pediatricians, put in for a leave in 9 months, and cleaned out the entire study. You did get a lot done. Can you pass the salt?

  13. Types of Listening Reloading: Instead of listening, we’re thinking about what we’re going to say.

  14. Types of Listening Active Listening: Four phases • Repeat the content • Least effective, but gets you to listen. • Rephrase the content • You’re thinking about what they’ve said. They know you’re listening • Reflect feeling • Right brain kicks in. Shows concern • Rephrase the content and reflect feeling • You’re sincerity shows, barriers disappear

  15. Active Listening • Mary’s Keys to successful communication • She showed she was engaged immediately • She didn’t judge – verbally or non-verbally. This is absolutely essential. • She didn’t respond from her perspective. This is all about Barbara. • She gave Barbara total freedom to speak her heart.

  16. Understand first, then be understood.

  17. For participants who have identified communication issues: If you could resolve the issue, what would be the ultimate goal? How could the goal benefit the other person? Form Groups of three Designate on person who will speakto the other two Lunch: Practice suggestions

  18. I’m not angry

  19. Hold on a second.

  20. Bodyspeak • Introductions • Credibility • The smile • Deep Breath • Eyes and you’s

  21. Your Words • Not what you say • Lead with “You” • “Ummm, like wow” • The end is near • Sow some seeds for tomorrow’s communication

  22. Understand first, then be understood.

  23. Questions?

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