Understanding behaviour & how it impacts performance

Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 11

Put Your Strengths Put Your Strengths To Work For You To Work For You

Understanding Behaviour & Understanding Behaviour & How it Impacts Performance How it Impacts Performance


AgendaAgenda

Motivation Equation & Attitude Motivation Equation & Attitude Self-Assessment: Dimensions of Self-Assessment: Dimensions of

BehaviourBehaviour Understanding Behaviour & How it Understanding Behaviour & How it

Impacts Performance Impacts Performance The The Art Art of Communicatingof Communicating The 5-Steps to The 5-Steps to Active Active ListeningListening Developing Your Action Plan Developing Your Action Plan


EQ vs. IQ EQ vs. IQ

Worth Remembering …Worth Remembering …

““We are being judged by a new We are being judged by a new yardstick; not just how smart we are, yardstick; not just how smart we are, or by our training and expertise, but or by our training and expertise, but also by how well we handle ourselves also by how well we handle ourselves and each other.”and each other.”

- Daniel Goleman Ph.D. Harvard- Daniel Goleman Ph.D. Harvard

Author, Emotional Intelligence Author, Emotional Intelligence


Motivation is Inside Out Motivation is Inside Out


““The common wisdom is that … The common wisdom is that … managers have to learn to motivate managers have to learn to motivate people. Nonsense – Employees bring people. Nonsense – Employees bring their own motivation”their own motivation”

- Tom Peters - Tom Peters


The Motivation EquationThe Motivation Equation

Personal Need Personal Need

+ +

Goal Directed Behaviour =Goal Directed Behaviour =

WIIFMWIIFM


AttitudeAttitude


The Attitude Challenge The Attitude Challenge

Question:Question:

Who is in control of your attitude?Who is in control of your attitude?


Attitude is a ChoiceAttitude is a Choice


““Everything can be taken away from Everything can be taken away from man but one thing – to choose – man but one thing – to choose – one’s attitude in a given set of one’s attitude in a given set of circumstances, to choose one’s own circumstances, to choose one’s own way.”way.”

- - Viktor FranklViktor Frankl * Mans Search For Ultimate Meaning * Mans Search For Ultimate Meaning


The Attitude ChallengeThe Attitude Challenge

Everybody has oneEverybody has one No two are exactly the sameNo two are exactly the same It’s 100% in your controlIt’s 100% in your control It’s a matter of choiceIt’s a matter of choice How would the people you work with How would the people you work with

and interact with rate your attitude?and interact with rate your attitude?


Letting Go & Moving On Letting Go & Moving On


““Change what you can … influence what you Change what you can … influence what you

will … and give up the rest” will … and give up the rest”


BehaviourBehaviour


Understanding Behaviour Understanding Behaviour


““Humans are the only creatures who refuse Humans are the only creatures who refuse

to be who they are.”to be who they are.”

- Albert Camus - Albert Camus


What Do You See?What Do You See?


Who Do You See?Who Do You See?

Perception or Reality Perception or Reality


““We do not deal in reality only We do not deal in reality only

perception – theirs not yours. “perception – theirs not yours. “



Why Behaviour?Why Behaviour?

Behaviour is:Behaviour is:

Observable 20%Observable 20% Situationally-basedSituationally-based FlexibleFlexible DynamicDynamic Based on your Based on your

thoughts and thoughts and beliefsbeliefs


The Rules About OthersThe Rules About Others

Different is just Different is just that, that, Different.Different.

There is richness in There is richness in diversitydiversity

By understanding By understanding yourself better you yourself better you will learn to will learn to understand othersunderstand others


DISC Behavioural StylesDISC Behavioural Styles

An Ah-Ha MomentAn Ah-Ha Moment

AwarenessAwareness

Brings Brings

Effectiveness Effectiveness


Different StrokesDifferent Strokes

DominantDominant: Quick action, power and : Quick action, power and authority, prestige and challenge. authority, prestige and challenge.

InterpersonalInterpersonal: Entertaining, being : Entertaining, being optimistic, participating in a group.optimistic, participating in a group.

SteadySteady: calm, patient, loyal, a good : calm, patient, loyal, a good listener, specialized skills.listener, specialized skills.

ConscientiousConscientious: Attention to detail, : Attention to detail, very analytical, checks for accuracy. very analytical, checks for accuracy.


Strengths Become WeaknessesStrengths Become Weaknesses

D:D: who is good at directing and who is good at directing and deciding, may become autocratic.deciding, may become autocratic.

I: I: who is good at promoting and who is good at promoting and persuading, may oversell.persuading, may oversell.

S: S: who is steady and agreeable, may who is steady and agreeable, may give in despite their needs.give in despite their needs.

C:C: who is good at analyzing and who is good at analyzing and checking, may become indecisive.checking, may become indecisive.

Preferred Environment Preferred Environment

Dominant:Dominant: Direct answers, freedom, Direct answers, freedom, many new and varied activities many new and varied activities

Interpersonal:Interpersonal: Popularity, social Popularity, social recognition, gatherings outside work recognition, gatherings outside work

Steadiness:Steadiness: Status quo, predictable Status quo, predictable routines, minimal conflict, balance routines, minimal conflict, balance

Conscientious:Conscientious: Cleary defined Cleary defined expectations, business atmosphereexpectations, business atmosphere



Good Habits = Good ResultsGood Habits = Good Results


““Excellence is not an act but a habit. Excellence is not an act but a habit.

The things you do the most are the The things you do the most are the

things you do the best.”things you do the best.” - Marva Collins - Marva Collins


New Beginnings New Beginnings

CC – Commit to a new beginning – Commit to a new beginning

HH – – Habits. Stop one, start another Habits. Stop one, start another

AA – – Action not words Action not words

NN – – Never give upNever give up

GG – – Goal oriented. Set targetsGoal oriented. Set targets

E E – – Evaluate your planEvaluate your plan


There are no Silver BulletsThere are no Silver Bullets

Change the habit – change the resultChange the habit – change the result


The The Art Art of of

CommunicatingCommunicating


The The ArtArt of Communicating of Communicating


““No one has ever harmed their No one has ever harmed their stomach by swallowing evil words stomach by swallowing evil words unsaid.”unsaid.”

- Sir Winston Churchill- Sir Winston Churchill


The The ArtArt of Communicatingof Communicating

Question:Question:

On a percentage basis how much do On a percentage basis how much do you think we communicate by the you think we communicate by the actual words we say?actual words we say?



Answer:Answer:

1.1. Actual Words _____ %Actual Words _____ %

2.2. Voice Tonality _____ %Voice Tonality _____ %

3.3. Body Language _____ %Body Language _____ %

* Based on the work of Dr. Ralph Nichols – “Are You Listening?”* Based on the work of Dr. Ralph Nichols – “Are You Listening?”




““I know you believe you understand I know you believe you understand what you think I said, but I’m not what you think I said, but I’m not sure you realize that what you heard sure you realize that what you heard is not what I meant.”is not what I meant.”


The Communication ProcessThe Communication Process

The sender of the messageThe sender of the message The message itselfThe message itself The channel used to deliver the The channel used to deliver the

messagemessage The receiver of the messageThe receiver of the message


The Decoding ProcessThe Decoding Process

1.1. Sensing or becoming aware of the Sensing or becoming aware of the message;message;

2.2. Interpreting and understanding the Interpreting and understanding the meaning and purpose;meaning and purpose;

3.3. Evaluating to respond or act upon;Evaluating to respond or act upon;

4.4. Responding by performing an Responding by performing an action, changing a behaviour or action, changing a behaviour or sending a message.sending a message.


The The Art Art of Communicatingof Communicating

You cannot You cannot not not communicatecommunicate Whenever contact is made Whenever contact is made

communication occurscommunication occurs Meanings are in people not in wordsMeanings are in people not in words All types of communications are All types of communications are

received but 70 to 90% are screened received but 70 to 90% are screened out or changed by the receiver. out or changed by the receiver.




““If the essence of communication is to If the essence of communication is to send the message and have it received send the message and have it received as it was intended; then you must keep as it was intended; then you must keep in mind that you’re not the most in mind that you’re not the most important person in the conversation.”important person in the conversation.”

- Brian Smith - Brian Smith


Green Light ResponseGreen Light Response

OKOK HmmmHmmm I understandI understand Uh huhUh huh YesYes NodNod


Yellow Light ResponseYellow Light Response

Reflective Listening – “So if I Reflective Listening – “So if I understand you correctly, …”understand you correctly, …”

““Tell me more about …”Tell me more about …” Other probing questions which help Other probing questions which help

you to understand and which let the you to understand and which let the receiver knowreceiver know

1.1. You’re interestedYou’re interested

2.2. You’re actively listeningYou’re actively listening


Red Light ResponseRed Light Response

““Based on what you’ve said, I Based on what you’ve said, I recommend …. Would you like me to recommend …. Would you like me to proceed? (Gets a Yes or No and proceed? (Gets a Yes or No and promotes dialogue)promotes dialogue)

““Am I making myself clear?” or Am I making myself clear?” or “Have I explained that properly?” “Have I explained that properly?” (Gets a Yes or No and promotes (Gets a Yes or No and promotes dialogue)dialogue)


ActiveActive Listening Listening




““We have two ears but only one We have two ears but only one mouth. Some people suggest that’s mouth. Some people suggest that’s because we should spend twice as because we should spend twice as much time listening as opposed to much time listening as opposed to talking. Others suggest it’s because talking. Others suggest it’s because listening is twice as hard.”listening is twice as hard.”


ActiveActive ListeningListening

How we communicate:How we communicate:

9% Writing9% Writing 16% Reading16% Reading 35% Talking35% Talking 40% Listening40% Listening

* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening” * Based on the research of Dr. Ralph Nichols. Author of “Are You Listening”



A recent survey revealed:A recent survey revealed:

Individuals listen about 25% of the Individuals listen about 25% of the timetime

Most people recall only 50% of what Most people recall only 50% of what they hearthey hear

70% of all misunderstandings 70% of all misunderstandings happen because people do not listen happen because people do not listen to each otherto each other


We We AllAll Suffer From Tune-Out Suffer From Tune-Out

We have the ability to listen at a rate We have the ability to listen at a rate of ___ to ___ words per minute. of ___ to ___ words per minute.

We can speak at a rate of ___ to ___ We can speak at a rate of ___ to ___ words per minute. words per minute.

That means we can tune-out up to That means we can tune-out up to ___ words per minute.___ words per minute.

* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening?” * Based on the research of Dr. Ralph Nichols. Author of “Are You Listening?”


Are You Listening?Are You Listening?

Take out six letters and it will reveal Take out six letters and it will reveal a very popular word.a very popular word.

What word did it reveal? What word did it reveal?

SBXNIAELTASREANTSSBXNIAELTASREANTS


Listening StylesListening Styles

Which one are you?Which one are you?

1. The Presumer: Jumps to conclusions

2. The Selective: Zeros in on a word or phrase

3. The Partial Attender: Focuses on what they are going to say.


Good Listening HabitsGood Listening Habits

1.1. Patience: Patience: Be patient with yourself Be patient with yourself and the speaker. Do not interrupt.and the speaker. Do not interrupt.

2.2. Focus: Focus: Send verbal and non-verbal Send verbal and non-verbal cues to the sender.cues to the sender.

3.3. Open-mindedness: Open-mindedness: Don’t become Don’t become emotional. React and respond to emotional. React and respond to what is being said, not the speaker. what is being said, not the speaker.


Active Active ListeningListening


““There is no such thing as a bad There is no such thing as a bad listener … There is only a person with listener … There is only a person with

inflexible listening habits.”inflexible listening habits.”

- Doug Larson- Doug Larson


5-Steps to 5-Steps to ActiveActive Listening Listening

Listen to understand Listen to understand not necessarily to not necessarily to agreeagree

Give the sender your Give the sender your full attentionfull attention

Ask questions for Ask questions for clarityclarity

Summarize and Summarize and paraphraseparaphrase

Tune into words, Tune into words, feelings and body feelings and body language.language.


Powerful Communication Powerful Communication StrategiesStrategies


““Wisdom is the reward you get for a Wisdom is the reward you get for a

lifetime of listening.” lifetime of listening.”

- Doug Larson - Doug Larson


Adapt Your Style Adapt Your Style

Question: Question: How can you communicate How can you communicate more effectively with a:more effectively with a:

Dominant Dominant person?person? Interactive Interactive person?person? Steadiness Steadiness person?person? Conscientious Conscientious person? person?


Developing RelationshipsDeveloping Relationships

Let’s Get Let’s Get FOCUSEDFOCUSED© on People© on People

FF – – Friendly: Smile and say helloFriendly: Smile and say hello

OO – – Observant: Help people in needObservant: Help people in need CC – – Confident/Competent: Be a ProConfident/Competent: Be a Pro UU – – Understanding: See it from their sideUnderstanding: See it from their side

SS – – Sincere: Be genuine – show interestSincere: Be genuine – show interest

EE – – Energized: Be enthusiasticEnergized: Be enthusiastic

DD – – Dependable: Mean what you say Dependable: Mean what you say

Thank You Thank You

Did you get your WIIFM?Did you get your WIIFM?


Understanding behaviour & how it impacts performance

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