Communication

Enhancements for

Success

Problem Solver

Excellent Communication

Success

SUCCESS IN OUR ROLES

- Listening

- Writing for the

Digital Age

- Public Speaking

Listening

Listening- What most of us think

84% of people think they are “Above

average listeners”

Not talking when others are speaking

Letting others know you are listening through

facial expressions and sounds

Being able to repeat back

The Art of ListeningLISTENING

TO

RESPOND

Bad Habits: Interrupting

Bad

Habits:

Stage

Hogging

Bad Habits:

Pseudo-

Listening

Bad Habits:

Insensitive

Listening

Bad Habits: Distracted Listening

Listening is the “other side” of

CRUCIAL CONVERSATIONS

PREPARE LIKE IT

IS A RACE-because big important

conversations are like

races….We need to WIN

and WINNING is getting

the most from the

conversation/walking

away with insight and

learning!

EXERCISE:

A role- Talker

• Talk for 3 minutes about something that happened to you in the last year that was interesting.

• Convey 3 to 5 key points

B role- Listener

RESULTS

Four Steps to Better Listening:

Listening

Prepare Physically

PREPARE

Physically

Remove your computer

Get out paper and pen

Get comfortable

Take a few deep breathes

Remove your phone

Bad Habits:

Impact of Cell Phones

Four Steps to Better Listening:

Listening

Prepare Physically

Prepare Mentally

PREPARE

Mentally

Clear your mind from

distractions- consciously put

other issues “in a box with a

lid”

Arrive early

Go over in your head how

you are going to be focused

on “listening and learning”

Four Steps to Better Listening:

Listening

Prepare Physically

Prepare Mentally

Create Synergy

Create Synergy:

Listen patiently

Be curious

Don’t interrupt

Take notes

Make eye contact

Nod and smile

Watch for emotions

Make the talker know you are invested in the conversation

Four Steps to Better Listening:

Listening

Prepare Physically

Prepare Mentally

Create Synergy

Ask Questions

• Gently Challenge assumptions, but in a constructive way

• Make the talker feel supported

• Don’t try to jump in and solve

• Ask for more information in open ended questions• “Can you tell me

more about XX”

• “Can you elaborate on XX”

• Why do you think XX”

Active Listening

Being an active

listener will provide

energy,

acceleration,

height and

amplification for

the conversation

Sources:

• Jack Zenger & Joseph Folkman, “What Great Listeners Actually Do”,

Harvard Business Review

• Melissa Daimler, “Listening is an Overlooked Leadership Tool “ Harvard

Business Review

• Ralph G Nichols and Leonard A. Stevens, “Listening to People”, Harvard

Business Review

• Mindful Listening- Harvard Business Review Emotional Intelligence Series

Writing for the Digital Age

E-mails our favorite part of the day

o 269,000,000,000average number of e-mails

sent per day

➢ 121 average number of e-mails an

individual receives each day

28% of an individual’s day is spent

on e-mails

You might respond to these stats by

grabbing a venti sitting at your

computer and, ‘attacking’ your

inbox each morning, sending e-mails as quickly

as you can…

As of 2018, 67% of emails

are read on a

mobile device.

On average, people

spend 8 to11 seconds

reading an e-mail.

And, your e-mail is 1 of the 121 your recipient has to read that day.

Your audience also has an 8-second attention span.

If you’re not intentional with how you write that e-mail and make your point

quickly…

PART by PART- SUBJECT LINE

• SUBJECT LINE- Best way to ensure your e-mail is read

GOOD- Brief Summary of the e-mail point

“Client Report- Send revisions by 5PM”

“Need dates to schedule client meeting”

BAD-

“Important”

“For your Review”

“ Question”

PART by PART- INTRODUCTION

• GETTING STARTED- Introduction

GREETING

- By name if you can, people spend 5 more seconds with name

- Otherwise generic

PLEASANTRY-

- you can skip if you e-mail frequently

- otherwise- one sentence (“I hope this note finds you well”)

PART by PART-BODY

• BODY- Main PURPOSE

ONE PURPOSE ONLY

That

sounds

easy. I will

do it NOW!

BLOT- “Bottom Line on Top”

BLOT right after pleasantry

Don’t bury it or it can be overlooked•

CALL TO ACTION-

- Briefly describe how and when to respond

Bad example- “Can you take care of this”

“Let me know what you think”

Good Examples- “Please respond with your changes to this document by 10

AM on Friday Dec 1”

PART by PART- CLOSING

• CLOSING-

Brief polite Phrase

- “Thank You”

- “ I look forward to your response”

Is it “8

second”

ready??

Final Check-

- Proof read

- Check for attachments

Sign-Off

- formal or informal

- include all your contract information

ADDITIONAL TIPS- “8 second ready”

KEEP BODY CLEAN AND CONCISE-

Incorporate the hyperlink into a word

THIS: You may find this technical writing resource useful in preparing the report.

NOT THIS: You may find this resource useful in preparing the report:

http://www.instructionalsolutions.com/blog/technical-writing-engineers

Use color (only one color)

Use

Bullets vwru

italics

underlining to draw attention to important parts

Exercise

Which e-mail is likely to stay in your inbox for two weeks?

MOBILE NOTES

Images that you clip

may not show up

Color may not show

up

Attachments may

not be viewable

Effective Speaking to Groups

Glossophobia-

most common Social Anxiety Disorder

“from slight nervousness

to paralyzing fear and panic”

Effective Speaking to GroupsMost of us are reluctant

Mindset

MINDSET

STOP THE NEGATIVE SELF TALK

FACE YOUR FEAR

LEARN TO CONTROL THE FEAR

WHAT IS THE WORSE THING THAT

CAN HAPPEN

Mindset

Shift Focus

NO: I am being tested or judged

YES: I am communicating something that

will benefit people

Mindset

Shift Focus

Professional Help

Professionals are worth the investment

• Expensive but worth it

• You might not need much time

• If cost is an issue, consider trading time

Mindset

Shift Focus

Professional Help

Content/

Storytelling

WHEN TO SPEAK/WHAT TO SPEAK ABOUT

Content ExpertPassionate

CONTENT DEVELOPMENT

Intro

•Common Ground

•Hook/why should they listen

STORY

STORIES

STORY

Close

•Bring it all together

•End strong

Support

•Truths

•Application

STORY

SPREADSHEET

Share some trivia/little known facts/data[If it works into your presentation]

Mindset

Shift Focus

Professional Help

Content/

Storytelling

Repetition

• Say Yes

• Tell people you are available

Practicethe

craft

• Lock down 1 month before

• Practice 3 times per day

• Video

• Practice audience

Practicethe

piece

Be prepared. (Practice).

CALMING TECHNIQUES

FIGURE OUT WHAT WORKS FOR YOU

o SONG

o Focus on a success

o BREATHING

CRANK

CONFIDENCECRUSH

DOUBTS