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Communication and
Interpersonal SkillsWorkshop 1
Development Journey
Version 5.0 October 2013
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Introductions
Your Name
Department and business area
Time with BGR One thing that you like about your role
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Workshop Objectives
By the end of this session you will:
Be able to describe the factors that can impact effective
communication.
Be able to describe what can be done to build rapport. Identify methods for improving communication with
different customer profiles.
Be able to use a range of methods to ensure balanced
conversations. Be able to use a range of techniques to handle difficult
situations or conversations.
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The Agenda
Defining Communication
Project Sign Lines
Communication model
Developing Rapport 3 minute experiment
3 Vs
Colourful Communication
Customer profiles
The Conversation Cycle
Questioning & listening
Skills practice
Dealing with Difficult
Situations
Transactional analysis
Self reflection & ActionPlanning
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Project Signlines
The objective of the task is to place the cards in the
correct place on the grid
Each card has only one correct position on the grid
Cards may not be shown or passed between teammember
Nothing may be written down
Teams have a maximum of 20 minutes planning time
The team will be given one timed attempt of 30seconds to assemble the cards on the grid correctly
Cards may not be placed on the grid at any other time
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What is Communication?
Sender Receiver
Message
Think about your message
and how the person will receive it
Be receptive, think about it
and confirm your understanding
Feedback
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Communication flows up, down and across teams
Poor communication can have a significant impact on
the team, the team leader and the organisation Feedback is essential for effective communication
Lots of things can get in the way of effective
communication!
Effective Communication
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Rapport
It is commonality of perspective, being in "sync", being on
the same "wavelength" as the person with whom you are
talking
A relationship of mutual trust and respect
A feeling of connection and trust established between
people
http://www.teachwithrapport.org/8/10/2019 Communication and Deep Listening Workshop
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Three communication fundamentals
Building rapport
Use every sense available
Questioning
Influencing through Qs
Listening
Practice active listening
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When people are in rapport
Communication seems to flow
Their bodies as well as their words match each other
They tend to mirror and match each other in posture,
gesture and eye contact
Their body language is complimentary
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Verbally
Source: Albert Mehrabian 1972
Vocally
Visually
The words we use
Individual
Sentences
The way we use words Tone
Pitch
Pace etc
What people see Behaviour
Body language
7%
38%
55%
Communication; the whole picture
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Opening the door to communication
Increased awareness of self and
the effect that we have on others
Increase in personal effectiveness
Increased communication,
understanding & appreciation
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Thinking
Feeling
Red
(Fiery)
Challenging and
Direct
Yellow
(Sunshine)
Optimistic and
Trusting
Green
(Steady)
Relaxed and
Thoughtful
Blue
(Cool)
Cautious and
Precise
Communicating by Colour
ExtrovertIntrovert
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How you might see yourself
Exacting
Efficient
Determined
DirectDecisive
Energetic
Creative
Open
OptimisticTakes action quickly
Warm
Approachable
Patient
A team playerFriendly
Precise
Careful
Reserved
LogicalRational
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How others might see you (on a bad day)
Autocratic
Critical
Demanding
Insensitive
Domineering
Pushy
Superficial
Exaggerates
No follow-throughOver-confident
Over-sensitive
Wastes time
Lacks goals
IndirectSlow to decide
Stubborn
Nit picker
Perfectionist
Pedantic
Over-analytical
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bold, aggressive,
driving, direct,
competitive, decisive
determined
enthusiastic, trusting
sociable, chatty,
optimistic, persuasive
trusting, outgoing
deliberate, steady,
patient, habitual,
methodical, relaxed
reliable, steady
accurate, cautious,
detailed, precise,
perfectionist, orderly,
meticulous, factual
http://uk.wrs.yahoo.com/_ylt=A0WTf2g_uwRIK8sAIedNBQx.;_ylu=X3oDMTBpc2ozM2gzBHBvcwM0BHNlYwNzcgR2dGlkAw--/SIG=1h07aactf/EXP=1208356031/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.images.search.yahoo.com%252Fsearch%252Fimages%253Fp%253Dnicky%252Bhambleton%252Bjones%2526fr%253Dyfp-t-501%2526ei%253Dutf-8%2526js%253D1%2526x%253Dwrt%26w=160%26h=230%26imgurl=www.ssvc.com%252Fbfbs%252Fradio%252Fradio2%252Fimages%252Fnicky_160.jpg%26rurl=http%253A%252F%252Fwww.ssvc.com%252Fbfbs%252Fradio%252Fradio2%252Fhermina_graham_show.htm%26size=7.6kB%26name=nicky_160.jpg%26p=nicky%20hambleton%20jones%26type=JPG%26oid=6e0b27bf51e22e90%26no=4&tt=39http://uk.wrs.yahoo.com/_ylt=A0WTf2zJugRIQn4B5cVNBQx.;_ylu=X3oDMTBpZTByOGFiBHBvcwMyBHNlYwNzcgR2dGlkAw--/SIG=1hea3h6r6/EXP=1208355913/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.images.search.yahoo.com%252Fsearch%252Fimages%253F_adv_prop%253Dimage%2526fr%253Dyfp-t-501%2526va%253Dgordon%252Bbrown%2526sz%253Dall%26w=350%26h=277%26imgurl=www.rp-online.de%252Flayout%252Fshowbilder%252F7622-gordon-brown-ap.jpg%26rurl=http%253A%252F%252Fwww.rp-online.de%252Fpublic%252Fbildershow%252Fnachrichten%252Fpolitik%252F7622%253Fpicture_id%253D6%26size=21.3kB%26name=7622-gordon-brown-ap.jpg%26p=gordon%20brown%26type=JPG%26oid=aaf04dbd1dcfceb6%26no=2&tt=44,993http://uk.wrs.yahoo.com/_ylt=A1f4cfuGugRI1BEAZbpLBQx.;_ylu=X3oDMTB2MDA1cWRvBHNlYwNzYwRjb2xvA2lyZAR2dGlkA1VLMDI2NF8yNjQ-/SIG=1peqs6ssj/EXP=1208355846/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.search.yahoo.com%252Fsearch%253Fei%253DUTF-8%2526p%253Dthe%252Bqueen%252Bpictures%252B%252522queen%252Belizabeth%252Bii%252522%2526rp%253Dthe%252Bqueen%252Bpictures%2526sado%253D1%2526rd%253Dr1%26w=210%26h=210%26imgurl=media.canada.com%252Fae0aeb0f-1f43-45b8-8cb1-5ef1653bc582%252F061024queen_210.jpg%253Fsize%253Dl%26size=14.8%26name=061024queen_210.jpg%26rcurl=http%253A%252F%252Fwww.canada.com%252Fsaskatoonstarphoenix%252Fstory.html%253Fid%253D6bf06735-7f2c-4de2-a471-9c58197cc821%2526k%253D79047%26rurl=http%253A%252F%252Fwww.canada.com%252Fsaskatoonstarphoenix%252Fstory.html%253Fid%253D6bf06735-7f2c-4de2-a471-9c58197cc821%2526k%253D79047%26p=queen%2Bpictures%2Bqueen%2Belizabeth%2Bii%26type=jpeg%26no=3%26tt=208http://uk.wrs.yahoo.com/_ylt=A1f4cfg6ugRIeDsAQ9hLBQx.;_ylu=X3oDMTB2MDA1cWRvBHNlYwNzYwRjb2xvA2lyZAR2dGlkA1VLMDI2NF8yNjQ-/SIG=1fodh15t8/EXP=1208355770/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.search.yahoo.com%252Fsearch%253Fei%253DUTF-8%2526p%253Dprincess%252Bdiana%252Bpictures%2526sado%253D1%2526rd%253Dr1%26w=186%26h=240%26imgurl=www.ccrnnet.com%252Fprincess_diana%252Fimages%252Fdiana5.jpg%26size=9.5%26name=diana5.jpg%26rcurl=http%253A%252F%252Fwww.ccrnnet.com%252Fprincess_diana%26rurl=http%253A%252F%252Fwww.ccrnnet.com%252Fprincess_diana%26p=princess%2Bdiana%26type=jpeg%26no=4%26tt=66%252C847http://uk.wrs.yahoo.com/_ylt=A1f4cfVMuQRI51EAwvBLBQx.;_ylu=X3oDMTB2MDA1cWRvBHNlYwNzYwRjb2xvA2lyZAR2dGlkA1VLMDI2NF8yNjQ-/SIG=1fsrh6bf8/EXP=1208355532/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.search.yahoo.com%252Fsearch%253Fei%253DUTF-8%2526p%253Dmargaret%252Bthatcher%252Bpicture%2526rd%253Dr1%26w=200%26h=232%26imgurl=illuminati-news.com%252Fgraphics%252FThatcherMaragaret.jpg%26size=15.6%26name=ThatcherMaragaret.jpg%26rcurl=http%253A%252F%252Filluminati-news.com%252Fpolitics.htm%26rurl=http%253A%252F%252Filluminati-news.com%252Fpolitics.htm%26p=margaret%2Bthatcher%26type=jpeg%26no=1%26tt=12%252C4828/10/2019 Communication and Deep Listening Workshop
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Party Poster!
Devise a poster to advertise
a forthcoming event to
appeal to your opposite
profile
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The Conversation Cycle
Assure
Affirm Ask
Advise
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Basic questioning
Closed Questions
Do
DidHave
Can
Are
Shall
Open Questions
What
WhyWhen
How
Where
Who
http://www.prayeredge.net/?p=1898/10/2019 Communication and Deep Listening Workshop
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The Question Funnel
Closed
Hypothetical
Reflective
Direct
Probing
Open
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Active & Passive Listening
Assure
(Passive Listening)
Give them air time
Listen without interruption Verbal nods
Affirm
(Active Listening)
Repetition
Summarise Paraphrase
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Levels of listening
Level 1
Level 2
Level 5
Level 6
Level 3
Level 4
Responsive
Emphatic
Active
Attentive
Passive
Selective
Listen to the answers, watch body language and tone.
Questions come from their answer not own agenda
Hear occasional selective words but offer no response
Hear occasional word and occasional response with
uh-huh, I see
Listen to words with own agenda, plans what to saynext and seeks opportunity to interrupt
Listens with intent to understand, imagine yourself in
their shoes
Listen to words, do not interrupt, encourage but still
respond based on own interests
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Match Mis-Match
A chance for some skills practice;
Flexing style to suit different colours
Use of questions
Building rapport
Listening skills
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Transactional Analysis
Parent
Adult
Child
Copied attitudes
and behaviours store
Data processor and
store
Feelings, wants and
wishes store
Helping, guiding,
censoring
Unemotional
information handling
Emotional, energetic,
creative
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N
P
C
P
Nurturing Parent
Sympathetic
Comforting and protecting
Caring
Rewarding
Parent
Controlling Parent
Limit setting
Censoring
Pre-judging and moralising
Punishing and over-demanding
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Child
NC A
C
Natural Child
Uncensored, fearful
Affectionate, impulsive
Curious and fun-loving
Self centredSelf Indulgent
Loud and aggressive
Adapted Child
Compliant
Approval seeking
Procrastinating
Courteous Sharing
Polite
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A
Adult
Adult
Active listening
Relevant information collecting
Relevant information giving
Reality testing against evidence Considering consequences
Estimating probabilities
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Complete your Commitment to Action plan on the template
provided in your Learning Log.
Action Planning
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