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EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION. How to Use Emotional Intelligence to Effectively Communicate in the Workplace Dr. Martin Armstrong, CPP, MBA, DBA. “When you won’t hear someone, most likely, that person won’t hear you.” - The Everything Leadership Book. Why We Communicate. Inform. Motivate.

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EFFECTIVE COMMUNICATION

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  1. EFFECTIVE COMMUNICATION How to Use Emotional Intelligence to Effectively Communicate in the Workplace Dr. Martin Armstrong, CPP, MBA, DBA

  2. “When you won’t hear someone, most likely, that person won’t hear you.” - The Everything Leadership Book

  3. Why We Communicate Inform Motivate Persuade Elicit Explore

  4. What do people really hear? • Words account for 7% of the overall message. Intro, Body, Conclusion • Tone of voice accounts for 38% of the overall message. • Body language accounts for 55% of the overall message.

  5. Verify the Message Repeat, Confirm, Correct or Expand Do I understand…

  6. Emotional Intelligence Defined as… The ability, capacity, skill or a self-perceived ability to identify, assess, and manage the emotions of one’s self, of others, and of groups. Self-Awareness Self-Management Social Awareness Relationship Management Emotional Intelligence 2.0 - Bradberry & Greaves, 2009 6

  7. What is Emotional Intelligence?

  8. What is Emotional Intelligence? Personal Self-Awareness Self-Management Social Relationship Management Social Awareness

  9. IQ EI Personality

  10. Self-Awareness Strategies • Ask yourself: • What am I feeling? • Why am I feeling it? • Keep a journal or log • Reflect on your behaviors • Know your triggers • Seek feedback

  11. Self-Management Strategies • Choose your battles • Mix pleasantness with anger • Realign your expectations • Speak to someone that is not emotionally invested • Recognize the irrationality of worry

  12. Self-Management Strategies • Ask anxiety inventory questions • What is going on here? • What’s the worst thing that could happen? • How likely is that? • Is it in or out of my control? • Is there anything I can do?

  13. “People do not care how much you know until they know how much you care.” -John Maxwell

  14. Social Awareness Strategies • Greet people by name • Notice things about people • Watch body language and tone • Listen • Step into their shoes • Seek the whole picture • Pay attention to the mood in the room

  15. Relationship Strategies • Be open and curious • Acknowledge other people’s feelings • Have an “open door” policy • Explain your decisions • Tackle a tough conversation • Take feedback & give constructive criticism

  16. Putting People at Ease • Make everyone feel like they belong • Portray positive emotions • Make people feel comfortable

  17. Balance Work and Life

  18. The Johari Window

  19. Difficult Conversations Personal Inventory SelfAwareness SelfManagement Take an inventory of your state of mind Plan for your triggers of frustration and anger

  20. Difficult Conversations Social Inventory Social Awareness Relationship Management Determine the emotional level of the team member Address problems directly with an open ear

  21. Dealing With People You Can’t Stand • Do nothing • Vote with your feet • Change your attitude • Change your behavior

  22. The 10 Most Unwanted List • The Tank

  23. The 10 Most Unwanted List • The Sniper

  24. The 10 Most Unwanted List • The Know-It-All

  25. The 10 Most Unwanted List • The Think-They-Know-It-All

  26. The 10 Most Unwanted List • The Grenade

  27. The 10 Most Unwanted List • The Yes Person

  28. The 10 Most Unwanted List • The Maybe Person

  29. The 10 Most Unwanted List • The Nothing Person

  30. The 10 Most Unwanted List • The No Person

  31. The 10 Most Unwanted List • The Whiner

  32. The Value Proposition of Communication When People Know What is Going On… Productivity is increased and is more efficient Motivation is influenced thru behavioral change Loyalty is derived from informed decision making Important Communication Guidelines… Tell them as much as you can Tell them as soon as you can Never lie to the receiver of your message Jay, R (1999). The Seven Deadly Skills of Communicating 32

  33. Seven Deadly Skills of Communicating by Jay, R. (1999)

  34. Written Communication

  35. Verbal Communication • Not appropriate? • When formality is desired • Permanent records are needed • For legal reasons • To avoid long discussions

  36. Verbal & Non-Verbal Communication

  37. Communicating with Senior Management • At meetings • Less is more • Practice eye contact • Talk slowly, pause • Ask for support

  38. Communicating with Senior Management

  39. What the Most Effective People Do Differently Principles behind connecting It increases influence in every situation It is all about focusing on others It requires communicating beyond using words It demands energy It involves skill more than natural talent Practices to become a connector Find common ground Make communication simple Create an enjoyable experience Inspire the listener Be authentic by living what you communicate - John Maxwell Everyone Communicates, Few Connect, 2010 39

  40. CLOSING THOUGHT FOR THE DAY “Ability is what you’re capable of doing. Motivation determines what you do. Attitude determines how well you do it.” Lou Holtz

  41. THANK YOU CONTACT INFORMATION Dr. Martin Armstrong – 704.731.1715 martin.armstrong@twcable.com

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