Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.
-
Upload
jenna-power -
Category
Documents
-
view
214 -
download
0
Transcript of Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.
![Page 1: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/1.jpg)
Speak STRONG,
Smart, &
Sweet The 3 Sources of Power
for Assistants to Master Tough Conversations
![Page 2: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/2.jpg)
Note
This PowerPoint accompanies the DVD and MP3Speak STRONG, Smart & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations
Available at http://www.speakstrong.com/store/
Read the accompanying article:Key Conversations for Administrative Assistants located
here: http://www.speakstrong.com/articles/assts-support/savvy-assistants.html
![Page 3: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/3.jpg)
Poison Phrase of the Week
- Blame it on your assistant
![Page 4: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/4.jpg)
Teach Your Children Well
![Page 5: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/5.jpg)
Codes
•A system used for brevity or secrecy of communication
•A set of standards
![Page 6: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/6.jpg)
Code of Ethics for Administrative Professionals
1. The administrative professional shall act as a trusted agent in professional relations, implementing responsibilities in the most competent manner and exercising knowledge and skill to promote the interests of the immediate and corporate employer.
2. The administrative professional shall strive to maintain and enhance the dignity, status, competence, and standards of the profession and its practitioners.
3. The administrative professional shall insist that judgments concerning continued employment, compensation, and promotion be based upon professional knowledge, ability, experience, and performance.
4. The administrative professional must consider the promotion and preservation of the safety and welfare of the public to be the paramount duty.
![Page 7: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/7.jpg)
Maria’s Job Description
•Write memos•Set up meetings•Handle complaints•Sort mail•Order supplies
•Compose memos•Coordinate events•Manage customer relations•Prioritize communication•Make purchasing decisions
![Page 8: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/8.jpg)
Codes WeCan Cling To
![Page 9: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/9.jpg)
Three sources of communication power
1.Strength / determination / toughness
2.Smarts / savvy / clarity
3.Sweetness / saintliness / heart
![Page 10: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/10.jpg)
Full-brain communication
![Page 11: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/11.jpg)
As strong as…
A PowerPhrase is as strong as it needs to be and no stronger…
![Page 12: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/12.jpg)
You’ve got to be tough if you’re going to be stupid
![Page 13: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/13.jpg)
Calm Down!!
![Page 14: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/14.jpg)
BreatheBreatheThe Power of Integrated
Communication
![Page 15: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/15.jpg)
A real tear-stopper
![Page 16: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/16.jpg)
Get them…
•Thinking (objective)•Feeling (connection, team)
•Acting (results, goals)
![Page 17: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/17.jpg)
Communication Options
What kind of idiot are you?-The same kind of idiot as the person who hired me
I will not allow you to talk with me that way. I expect to be treated as a professional.
Calling me an idiot is counterproductive to our efficiency…
and to our working relationship.
![Page 18: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/18.jpg)
Communication Options
Can’t you follow any directions?
-I could if they weren’t being given by a moron
Stop.
Learning curves are natural.
Let’s work as a team.
![Page 19: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/19.jpg)
Communication Options
My dog can do a better job than you can.
- Hire your dogThat remark is insulting.
I’m on your team.
I am a professional and I expect to be treated as one.
![Page 20: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/20.jpg)
Three Approaches to LoseOne Approach to ChooseLose: Pathetically Passive
Encumbered with a low self image, Bob takes a job as a speed-bump.
![Page 21: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/21.jpg)
Three Approaches to LoseOne Approach to Choose
Lose: Annoyingly Aggressive
Bob’s group encounter sessions were not working out.
![Page 22: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/22.jpg)
Bottle and BlowDo You Go From…
Silence to violence?Holding back to attack?
Mute to brute?
![Page 23: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/23.jpg)
Three Approaches to LoseOne Approach to Choose
Lose: Deceptively Passive-Aggressive
I love your hair! Do you cut it yourself?
![Page 24: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/24.jpg)
Three Approaches to LoseOne Approach to Choose
Choose: Effectively Assertive!
![Page 25: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/25.jpg)
Claim your authority
I don’t want to talk to you. I want to talk to your boss.
I can pass your question on to my boss – she’ll get back to you in a few days. However, there’s a good chance I can help you now. Which do you prefer?
![Page 26: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/26.jpg)
Speak with your boss’ voice
I can’t help you
(Boss’s name) sent me here to get this, and (name) expects me to return with the information she sent me to get. I will tell (name) that you told me you won’t give me the information she sent me to get.
![Page 27: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/27.jpg)
Clear job descriptions
(Boss) has told me that my first priority is to do this project. If she gives approval to prioritize your request over hers, Ill be happy to do that. Let me know if she does that.
![Page 28: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/28.jpg)
Clear work relationship
1. Weekly written updates2. Daily meetings3. Weekly meetings4. Judgment calls
![Page 29: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/29.jpg)
Take charge without taking over
What would they want me to do?
Keep on walking until someone tells
you to stop
![Page 30: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/30.jpg)
PowerPhrases: Short. Specific. Targeted. Say what you mean. Mean what you say. Not mean when you say it.
Craft Clear Phrases
![Page 31: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/31.jpg)
Be Brief
Whoa! Way too much information!
![Page 32: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/32.jpg)
A PowerPhrase is as long as it needs to be…
…and no longer.
![Page 33: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/33.jpg)
Dive right in
I have three questions for you and I need five minutes of your time.
![Page 34: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/34.jpg)
Be Specific
![Page 35: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/35.jpg)
PowerPhrases are Specific
No dear, when I said I was leaving this morning, it wasn’t for good. I should be home around seven.
![Page 36: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/36.jpg)
Task clarification
1.Specs2.Deadline3.Budget4.Priority relating to
other tasks
![Page 37: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/37.jpg)
Be specific
I’ll get this to you by 3 PM TuesdayIn order to complete this project, I need three things from you. They are…I need your authority. Will you please tell the team that you expect them to respond to my requests as they would respond to yours. I’m leaving at 4:15 today.
I’ll get this to you soon.
This is not clear.
Get the team to listen to me.
I’m leaving early.
![Page 38: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/38.jpg)
PowerPhrases are Targeted
![Page 39: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/39.jpg)
Know what you want
1. Be clear about your boundaries2. Keep your job3. Get information
![Page 40: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/40.jpg)
Say What You Mean…
Think / factsFeel / connectionWant / act
![Page 41: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/41.jpg)
Thoughts/Facts
(I think) that’s a great idea.(I think) it may be unrealistic to try to
get that by tonight.I think you’re an idiot to ask that.
![Page 42: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/42.jpg)
Feel/connection
I care about your request.I’m concerned that if I try to make that
happen, something else will not get done.
I respect you and want to honor your request.
We would love that.That would bring us together.
![Page 43: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/43.jpg)
Want / Action
I want to be able to do what you ask without dropping a ball that I’m already juggling.
I will check on it and get back to you. I will do my best to research that once
I’ve fought the fires that are blazing right now. Is that acceptable?
![Page 44: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/44.jpg)
Mean what you say
Back your words up with action
![Page 45: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/45.jpg)
I mean what I say
Please log your request into my assignment book.
While I’d like to honor your request, I’ve already committed my time to Mary. If you want me to give your project priority, please talk to her.
I will be leaving on time today.
![Page 46: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/46.jpg)
Don’t be mean when you say it
Fact-finding, not fault-finding.
That’s the way you gave it to me.You’re not making sense.You never told me that.
Before leaving last week I asked the department members if they had all that was needed to hold down the fort while I was gone. My part time assistant shoots me the comment
Yeah, for you not to make any mistakes before you leave.
![Page 47: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/47.jpg)
Facts. Feeling. Action.
• (I think) you are asking me to do something illegal.
• I feel uncomfortable with that.• I will notarize it if I see your wife sign it.
• (I think) by transferring this, I put myself at risk.
• I feel afraid to do that.• I will transfer it when I know Cliff has
signed off on it.
![Page 48: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/48.jpg)
Administrative Assistant’s Ultimate Communication Formula
Say What You MeanMean What You Say
Without being Mean When You Say It
![Page 49: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/49.jpg)
Maria’s Job Description
•Write memos•Set up meetings•Handle complaints•Sort mail•Order supplies
•Compose memos•Coordinate events•Manage customer relations•Prioritize communication•Make purchasing decisions
![Page 50: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/50.jpg)
Proactive
Not an order-takerComputerized process that used to
be done by hand?Just an assistant?We have a problem. I have a
solution.No trash can? I’ll just get one.
![Page 51: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/51.jpg)
Action Steps
1. Determine what conversations you need to have
2. Define your codes3. Develop PowerPhrases
for common situations4. Practice your phrases5. Start small6. Applaud baby steps7. Workup to the big one8. Keep on walking until
someone tells you to stop
![Page 52: Speak STRONG, Smart, & Sweet The 3 Sources of Power for Assistants to Master Tough Conversations.](https://reader035.fdocuments.us/reader035/viewer/2022062511/55145351550346284e8b5214/html5/thumbnails/52.jpg)
For more information…
Get the DVD or MP3 of this presentation at: www.speakstrong.com/store/
Bring Meryl to your meeting or organization. Visit: www.speakstrong.com/hire_meryl/keynotes.html#power