Communicating to Influence learning and development€¦ · Communicating to Influence Your Name:...

Releasing potential through

learning and development

● ● ●

“Learning is a treasure

that follows

its owner everywhere.”

Chinese Proverb

● ● ●

© The Directory of Social Change 2017 M Phillips/COM2INF

Communicating to Influence

Your Name: _________________________________________________________

Trainer:

Mike Phillips

Trainer, Facilitator, Consultant and Coach

Delivered on Behalf of: Directory of Social Change

Last Updated: 23/01/2017

This Welcome Pack can be made available in accessible

formats:

Please ask for details.

Learner

Workbook



2


Learner Workbook Contents

About this Workbook ........................................................................................................................................................................ 3

My Personal Learning Objectives ............................................................................................................................................. 4

Worksheet 1: Influencing Behaviours and Qualities of Influencers ........................................................................................... 5

Worksheet 2: Assumptions & Strategies to overcome them ..................................................................................................... 9

Worksheet 3: Effective Listening ............................................................................................................................................ 10

Worksheet 4: Communication Fails When… .......................................................................................................................... 13

Worksheet 5: Adapting my Communication Style ................................................................................................................... 15

Worksheet 6: Using Questioning Skills – Observer’s Record ................................................................................................. 16

Worksheet 7: Communicate with PEOPLE ............................................................................................................................ 17

Moving Forward – Stop, Continue, Start… ............................................................................................................................. 18

Post-course Review .............................................................................................................................................................. 19

Transfer of Learning to the Workplace Review ...................................................................................................................... 20

Stay Connected ............................................................................................................................................................................. 22






3

About this Workbook

Learning isn’t just about what happens in the training room – what matters, is that you think about your

learning before, during and after the course. Research tells us that this makes learning “brain-

friendly” and that we are more likely to remember what we learn and put it into practice.

Therefore, we may not use all of the activities in this workbook during the course. Some sections

you may need to complete after the training day.

At the end of this workbook you will find an important section to help you review what you have learnt.

Research tells us that if we review our learning within 1- 2 days and again after a week and then a month, it increases the

likelihood of us remembering what we have learnt. This also helps us to link our

learning and transfer it to our practise in the workplace.

Please take the time to reflect on your learning after the course and use the Post-

course Review and Transfer of Learning to the Workplace Review to help you and

your line-manager ensure your learning is a success.

Please note, this additional time can be counted as part of your Continuing

Professional Development – so keep a record of the time/effort you spend on this.

Good luck and best wishes,

Mike Phillips

Trainer, Facilitator, Consultant and Coach

Did you know?

It’s What we DO that counts:

We remember approximately

10% of what we read

20% of what we hear

30% of what we see

50% of what we see and hear

70% of what we discuss with others

80% of what we experience personally

95% of what we teach to someone else

SOURCE: William Glasser (1986)



4


My Personal Learning Objectives

INSTRUCTIONS

Take some time to think about what you hope to get out of today’s course.

Answer the following four questions and be prepared to discuss with other learners.

What do I want to be able to do as a result of

this learning?

What will I gain from developing these new

skills?

What knowledge and experience do I already

have about this topic?

What can I do to ensure that my learning

experience today is a success?






5

Worksheet 1: Influencing Behaviours and Qualities of Influencers

INSTRUCTIONS

Self-Assessment: Tick the 7 Influencing Behaviours that you practise on a regular basis

I demonstrate that I listen by giving full attention, reflecting data, reflecting feelings and summarising key points

I disclose personal and work information relevant to the current situation

I express my views and opinions backed up by reasons, forcefully enough to be taken seriously

I focus and build on common ground

I openly express my feelings about the current situation

I spell out the benefits of doing what I want and/or the negative consequences for you not meeting my expectations

I state what I want or what action I want taken



6


Self-Assessment: how well do the following statements describe you?

1.

Credibility

Other people believe what I say. I have a track record for doing what I say I will, a good reputation and known for my

knowledge, expertise and experience.

Low Medium High

1 2 3 4 5 6 7 8 9 10

2.

Empathy

I am able to put myself in the shoes of others and explore their perception of the world and see a situation through their

eyes.

Low Medium High

1 2 3 4 5 6 7 8 9 10

3.

Inspirational

I am enthusiastic, with a ‘can do’ mentality and can convey a vision of the future that can capture the imagination of

others.

Low Medium High

1 2 3 4 5 6 7 8 9 10






7

4.

Knowing what you want and believing that you can get it

I’m clear in my vision, purpose and goals

Low Medium High

1 2 3 4 5 6 7 8 9 10

5.

Open-mindedness

I am flexible, try to see different points of view and willing to embrace change.

Low Medium High

1 2 3 4 5 6 7 8 9 10

6.

Strong Communication Skills

I am self-aware, honest and genuine and use active listening skills. I am an effective communicator and able to adapt my

communication style, depending upon whom I wish to influence

Low Medium High

1 2 3 4 5 6 7 8 9 10

7.

Trustworthiness

I am seen by others as authentic, truthful, and trustworthy and a person with integrity.

Low Medium High

1 2 3 4 5 6 7 8 9 10



8


ANALYSIS

Add up all your scores and mark the total in the box below

Low Medium High

10 20 30 40 50 60 70

Reflections on learning

INSTRUCTIONS

Use this space to record any reflections I have as a result of completing this activity






9

Worksheet 2: Assumptions & Strategies to overcome them

INSTRUCTIONS

Take some time to honestly assess the assumptions that you may make at times and how you could overcome them.

Assumptions we make Ways to overcome this

Some people behave in ways I find difficult or frustrating Accept that people behave differently on different days – we all do



10


Worksheet 3: Effective Listening

INSTRUCTIONS

Please complete the following sentences:

1.

I find it easy to listen to people when…

2.

Habits I find irritating in a speaking include…

3.

I become easily distracted when I listen if…

4.

I like people who listen to me to be

5.

I tend to interrupt people when…






11

6.

If I cannot have my say I feel

7.

If I had to choose between speaking and listening my choice would be…

8.

Listening comes easy when…

9.

The best listener I know is…

10.

The people I find it difficult to listen to include…

11.

When I listen to someone I tend to…

12.

When people are expressing their emotions I feel…



12


Reflections on Learning

1.

I listen well when…

2.

I do not listen actively when…

3.

To become a more effective listener I need to….

INSTRUCTIONS

Read your responses again and please complete the following:






13

Worksheet 4: Communication Fails When…

INSTRUCTIONS

Here is a transcript of part of contact between a client and support worker. Fill in the gaps with an appropriate response

Me Others

Attacking: Blaming / Shaming (“guilt trips”) / “Getting even”

Avoiding: Lying, omitting, “forgetting”, and “walking out” fit here

Competing: Equating “problem solving” with “winning”

Complaining: Whining / Nagging / Hinting (vs. asserting)

Confusing: “Fighting” and/or “arguing” with problem-solving

Defending: Justifying beliefs, opinions, behaviours)

Deferring: Not following up /procrastinating

Deflecting: Distracting / Confusing / Defocusing

Denying (to Self or mate): Thoughts, feelings, needs, and/or current reality

Denying responsibility: For one’s own part in the conflict

Dictating: Ordering / commanding (all these imply “I’m 1-UP here!”)

Discounting: Self and/or partner’s worth, opinions, feelings, and/or needs

Dodging (responsibility): using “we”, “you” instead of “I …”

Exaggerating: Over-dramatizing

Failing to Let Go “Reliving”: bringing up/rehashing old unfinished issues



14


Me Others

Flooding: Venting a stream of gripes, and not pausing to let your partner respond

Generalizing: (“You always…; you never…”)

Getting sick: Hysterical / depressed / enraged

Giving In or Up: Choosing a martyr or victim mind-set

Intellectualizing: Rationalizing / Analysing / Over-explaining / Lecturing

Interrupting: Over-talking (vs. genuine listening)

Mind reading: Assuming / Second-guessing / Predicting

Minimising: The conflict, and/or its importance

Name-calling: Swearing / yelling / throwing things /

Never forgetting or forgiving: Yourself and/or your partner)

Numbing: Spacing out / “Clamming up” / Silence

Playing “yes, but…:” An effective covert control game

Preaching: Moralizing (“You’re bad good / wrong / right / when you …)

Pretending: Disguising (e.g. laughing when anxious or in pain)

Previewing: Your response, while your mate talks)

Rambling: Talking on and on with no clear point …)

Rehearsing: Reacting now to an event that hasn’t happened yet, anxious

Talking to a third person: Or “the wall” - avoiding eye contact -

Threatening: Demanding (vs. requesting) / Intimidating / Bullying

Time-travelling: over-focusing on the past or the future)






15

Worksheet 5: Adapting my Communication Style

INSTRUCTIONS

Take some time to think about what you hope to get of today’s course.

Make a note of the following four questions and be prepared to discuss with other learners:

What I’ve Learnt about My Personal Communication Style When communicating with and influencing others, I could

adapt my communication style by…



16


Worksheet 6: Using Questioning Skills – Observer’s Record

INSTRUCTIONS

You are to observe what happens, keep count of the two types of questions and take notes to help you answer the

following points:

1. Count the number of open questions the listener uses.

Open questions expect more than one-word answers and often start with words like ‘how’, why’ ‘what’ ‘when’ ‘where’ e.g. “how did that situation

make you feel?”

2. Count the number of closed questions the listener uses.

Close Closed questions expect a one-word answer, usually ‘yes’ or ‘no’ e.g., “did that make you feel frustrated?”

Place a mark in this column for each question asked Total numbers

Closed questions

Open questions

a. Do you think the listener would have got more information by using more open or closed questions?

b. Which of the listener’s questions seemed most likely to be used in a real telephone call?

c. Which of the listener’s questions seemed to encourage the speaker to talk most?

d. Give examples of the questions you would have liked to have asked if you had been the listener






17

Worksheet 7: Communicate with PEOPLE

P

E

0

P

L

E



18


Moving Forward – Stop, Continue, Start…

INSTRUCTIONS

In the boxes below, consider what you have learnt today and the things that, as a result, you will stop doing, continue doing

and start doing in the future.

CONTINUE

STOP

START






19

Post-course Review

INSTRUCTIONS

Complete these activity 1-2 days after you attended the training.

It will take approximately 10-15 minutes to complete.

1. What are the three things I remember most from the training?

a.

b.

c.

2. Continuing Professional Development – CPD.

What areas of further personal development have you identified following the training?

What further research would I like to do on the topic?

3. What are the main actions I am going to take having attended the training? Who will I get support from?



20


Transfer of Learning to the Workplace Review

INSTRUCTIONS

I recommend you complete this activity approximately one month after the training.

Learning is only successful if it is transferred to the workplace and if we change our ways of working.

This worksheet aims to help you consider how successful you were in implementing your new learning, identifying any barriers

and how these may be overcome in the future.

What are the most important things I learnt

from the training?

What were the main actions I set myself? To

what extent did I achieve these?

What got in the way of me achieving these

actions?

(Think about things others did/didn’t do that got in

the way, systems/procedures and things that you

did/didn’t do that in the way).

What could I have done differently to have

helped me achieve these actions?






21

What value have I added to my

organisation/service-users/clients through my

professional development? Who else has

gained from my professional development and

how?

What are the three main knowledge or skill

areas I wish to develop in the next 12 months

and how will I achieve this?

What knowledge and experience do I already

have about this topic?

What can I do to ensure that my learning

experience is a success?

You may find it useful to discuss your responses to this form with your line-manager to demonstrate your

commitment towards your Continuing Professional Development and identifying future learning needs. Good Luck!!



22


Stay Connected

30 Vicarage Road

London

E15 4HD

07949 826881

[email protected]

For details about other courses available, visit:

www.mikephillipstraining.co.uk

Follow Mike Phillips Training on:

http://mikephillipstraining.blogspot.co.uk/

www.facebook.com/MikePhillipsTraining

www.linkedin.com/in/mikephillipstraining

www.twitter.com/MikePTrain

● ● ●

“Learning is a treasure

that follows its owner everywhere.”

Chinese Proverb

● ● ●

http://mikephillipstraining.blogspot.co.uk/

https://www.facebook.com/MikePhillipsTraining

http://www.linkedin.com/in/mikephillipstraining

https://twitter.com/MikePTrain

Communicating to Influence learning and development€¦ · Communicating to Influence Your Name:...

Documents

Transcript of Communicating to Influence learning and development€¦ · Communicating to Influence Your Name:...