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

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

2. 11:15am-12:15pm…..… 12:15-1:00pm………… 1:00-2:30pm………….. Understand First Lunch Be Understood Agenda

3. Attention to detail Efficient Organized Time efficient High standards High expectations Wears lots of hats Superhuman 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

6. 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

7. 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

8. Perceptions: Seeing what we expect Characteristics of female for commercial • Young • Profile view • Wearing hat and coat

14. Communication land mines • When we make judgments too soon • When we advise without knowing the other person’s perspective • When we try to change the other person’s perspective

15. Communication 101 Listen without judging

16. 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

17. 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.

18. 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: There’s a game tonight?

19. 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 whole 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?

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

21. Types of Listening Active Listening: Four phases • Repeat the content • Least effective, but tunes you in. • 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

22. 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.

23. Understand first, then be understood.

24. Identify an issue or frustration that stems from poor communication with someone you work with. If you could resolve the issue, what would be your ultimate goal? How could the goal benefit the other person? Discuss the issue with a colleague and spend more time listening than speaking. Lunch: Two requests

25. Be Understood

26. First Impressions Interior, a hospital delivery room: • First Doctor: Bit bare in here today, isn’t it? • Second Doctor: Yes. • First Doctor: More apparatus please, nurse. • Nurse: Yes, doctor. • First Doctor: Yes, the EEG, the BP monitor and the AVV, please. • Second Doctor: And get the machine that goes “Ping!” • First Doctor: And get the most expensive machines in case the administrator comes.

27. First Impressions • Formed in 10 seconds • Determines the level at which people will listen • Formed often before you speak • 60% of communication is non-verbal (30% sounds, 10% words)

28. Bodyspeak • Introductions are full-bodied • Credibility Busters • Your smile • Deep Breath • The eye connection

29. Your Words • Not what you say… • Lead with “You” • “Ummm, like, wow!” • Start at the end • Sow some seeds for tomorrow’s communication

30. It’s not what you say… I’m not angry

31. It’s not what you say… I’m listening.

32. Hold on a second. It’s not what you say…

33. Your Words • Not what you say • Lead with “You” • “Ummm, like, wow!” • Start at the end • Why, not how • Benefits, not features • Sow seeds today for better communication tomorrow

34. Practice: Start at the end • Deep breath to relax • Start at the end: Why, not how • Stress benefits to listeners, not features • Pause to reduce “umm’s”

35. Practice: Active Listening Active Listening: Four phases • Repeat the content • Least effective, but tunes you in. • 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

36. Understand first, then be understood. The secret of effective communication…

37. Questions?