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External behaviour

Birmingham Professional Conference Confidence in Communication – Workshop 29 th March 2012. External Behaviour Words Tone Expression Body Language Listening. Communication framework.

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External behaviour

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  1. Birmingham Professional Conference Confidence in Communication – Workshop 29th March 2012 External Behaviour Words Tone Expression Body Language Listening Communication framework Environment Place Time Conditions External behaviour Environment Internal Processing Thinking/Purpose Values and beliefs The Language that is used Internal State Feelings Emotions Identity History Internal State Internal Processing

  2. Birmingham Professional Conference Confidence in Communication – Workshop 29th March 2012 Status? TA (Transactional Analysis) ParentParent Adult Adult ChildChild

  3. Birmingham Professional Conference Confidence in Communication – Workshop 29th March 2012 Match Pace Lead? Them You         Match Pace Pace Lead

  4. Birmingham Professional Conference Confidence in Communication – Workshop 29th March 2012 • The Importance of Listening • We can really only take in 5 pieces of information (+ or – 2) • at any one time, so we tend to generalise, delete or distort information. • Generalisation: ‘Everyone says this never works! • ‘I always wait ages to get through!’ • ‘ I never ever have good signal’ • Deletion: • What type of information do you tend to delete? • What is the other person deleting? • Distortion: • Placing a different meaning on something, to that intended by • the speaker

  5. Birmingham Professional Conference Confidence in Communication – Workshop 29th March 2012 • A Definition of Rapport • Taking a genuine interest in another person • Being curious about who they are and how they think • Being willing to see the world from their point of view • 5 Tips for better rapport • Calibrate voice tone, speed, volume, language, beliefs and values • Take things at their pace • Understand their outcome • Diagnose cause rather than symptom • Lead to a positive close

  6. Birmingham Professional Conference Confidence in Communication – Workshop 29th March 2012 • Confidence • You are a professional • 5 Tips to build your self confidence • You know your subject - you have all the resources you need • If the subject is new to you prepare and be honest if you need to check facts • Choose your status ‘act status appropriate’ • ‘Anchor’ what feeling confident feels like for YOU • Build rapport & listen– everyone wants you to succeed!

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