CommunicationCommunication
Influence, Relationships and Performance Influence, Relationships and Performance
A Thought A Thought
A man is seldom better than his conversation
- German Proverb
Contents Contents Enlarge Your Influence a. Convey Information b. Listen c. Personal power Building Rapports a. Compassion b. Knowledge c. Network Managing performance a. One Minute Goals b. One Minute Praise c. One Minute Feedback
Ground Rules Ground Rules One Person Talk at a time Ask questions Freedom of movement Sleeping is allowed Mobile Phone on silence mode
Communication Games Communication Games1. Definition
Beautiful people - Name House - Draw Green – Imagination
2. Draw Picture – face flipchart
3. Draw Picture – face audience
4. Describe direction
What is Communication?What is Communication?
SENDER RECEIVER
Feedback
receiver sender
Communication is the process of sending and receiving information
among people…
MediumEncode Decode
What do you learn? What do you learn? Communication Process
Visual/Kinetics/Auditory
We need to improve communication... asWe need to improve communication... as
70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard
Processing is 4 time faster than speech
Part A Enlarge Your InfluencePart A Enlarge Your Influence
Convey Information Listening Personal Power
Convey Information Listening Personal Power
A. Convey InformationA. Convey Information
A. Convey Information A. Convey Information Get attention Give the benefits of listening Based on what they know Speak slow and clearly Organize Info Big Picture Group Info – 3-7 Points Support each point with examples/pictures Check Understanding Do you understand? Can you show me?
For example H1NI For example H1NI
75 People
For example H1NI For example H1NI
H1N1 H1N1
H1N1 H1N1
Group Exercise Group Exercise In a group of Five. Practice “convey information” Choose one person to be the
feedback “What have you done well?” “What do you need to improve?” 5 minutes prepare, 2 minutes present, 1 minute feedback Total Time 20 minutes
B. ListeningB. Listening
Listening Listening Show Interest “I am listening” Focus on the key issues “What is the key issues?” Summarize and check “Let me summarize…” Identify the common thread “What is the common issues?” Responds to feeling
How Do You Show Interest? How Do You Show Interest?
5W1H
Skills and Best Practices: Skills and Best Practices: Advice to Improve Nonverbal Advice to Improve Nonverbal Communication SkillsCommunication Skills
Skills and Best Practices: Skills and Best Practices: Advice to Improve Nonverbal Advice to Improve Nonverbal Communication SkillsCommunication Skills
• Maintain eye contact.
• Nod your head to convey that you are listening or that you agree.
• Smile and show interest.
• Lean forward to show the speaker you are interested.
• Use a tone of voice that matches your message
PositivePositive Nonverbal Actions Nonverbal Actions Include:Include:
Listen to the Story Listen to the Story First Love Hobby Best Teacher Best Place Best Friends
Motivate the person to talk by ?Deep listeningListen with Eyes – Facial Expression
Tips Tips- “Can u tell me more?” - Pace of speaking - Imitate their body language
C. Personal PowerC. Personal Power
Personal Power Personal Power Position Knowledge and Experience Rewards (Money, Recognitions,
Challenges) Penalty Inspiration
Personal Power Personal Power Position
“ I am the boss”
Personal Power Personal Power Knowledge and Experience
“ Based on my experience…”
Personal Power Personal Power Rewards (Money, Recognitions,
Challenges)
“ If you do this, you will be…”
Personal Power Personal Power Penalty
“ If you continue do this, this is the consequences..”
Personal Power Personal Power Inspiration
“ We can change it. The benefits are .…”
Applications Applications
How can you apply this in your job to influence people?
II. Communication to Build RelationshipII. Communication to Build Relationship
Compassion. Network. Knowledge Compassion. Network. Knowledge
Contents Contents
A. Compassion
B. Knowledge
C. Network
Relationships Building Relationships Building Emotion Bank Account
Emotional and analytical zone
Emotion
Emotion Zone
Analysis Zone
Tim Sanders Tim Sanders Three ways to build relationships
(Tim Sanders of Yahoo):
CompassionCompassion
the human ability to reach out with warmth
SUPPORT & LISTEN
the human ability to reach out with warmth
SUPPORT & LISTEN
1. How can I help? 1. How can I help? Helping others is the way to shape
cooperative environment Wal Mart: Drop your work to support
your colleagues
1. How can I help? 1. How can I help?
Spread good news, not gossip
Share your experience of helping co-workers
WIIFM? WIIFM? Build Network Create Joyful environment Lower resignation rate Create a pleasant experience
2. Listen with compassion 2. Listen with compassion
B. Listening with Compassion
- Listen with intend to understand
- Caring
- rephrase the story
- Focus on them
NetworkNetwork
your entire web of relationships
your entire web of relationships
Network – Informal Influence Network – Informal Influence
Social resource to build network for employees
Calls to PM Calls to PM How many calls you need to make to
reach Prime Minister?
Process ProcessWork Match
Collection Connecting Dissappearing
Collection Collection 1 Prepare yourself – store your card 2. SWAP cards 3. organize card 4. Input data (outlook) 5. Follow Up (send email/phone)
Connecting Connecting Tune your receiver
what they want vs what they need Arrange to meet
– Government Affairs– Speaking Engagement
Disappearing Disappearing No commission
Circles Circles
Circle of Influence
Circle of Concerns
WIIFM WIIFM Create trust Enlarge your network To feel useful They listen to you because you have
helped them Reputation
KnowledgeKnowledge
everything you have learned and everything you continue to learn
CAPTURE INFO & SHARE
everything you have learned and everything you continue to learn
CAPTURE INFO & SHARE
Learn faster Learn faster
Our only competitive edge is to learn faster than our competitor
Capture Capture Build relationships through knowledge
sharing Knowledge is social currency for easy
conversation (boring or interesting) Capture in many forms:
Internet, Blog, Books, Podcast, Interview, TV, Magazine
Encoding: digest knowldge Encoding: digest knowldge Read for future application Master the reading and learning skills Books are the cheapest form Books: Outline, Org Structure, Index,
Audio, Multimedia. Online Video
Application Application At work Support colleagues Coach subordinates
Info Info What information you want to have?
How many books are you planning to read this year?
Who can you share your knowledge ?
My next course: Internet research
Concluding Section Concluding SectionThree ways to build emotional
and trust:
Compassion
Network
Knowledge
,
Performance Communicate Performance Communicate
Target Audience Target AudienceNot only for managers
Yourself Employees Family
One Minute Goal One Minute Goal Goal Setting Machine Boundary: empty car park SMART
Steps Steps Establish goals with employees Get both party agreed specifically Check the progress periodically Ask them to do self appraisal:
“things do well”
“things need to improve” Offer help, guidance and ideas (optional) Check your goals once in a while for a
minute
SMART SMART Specific & SituationalSpecific & Situational Measurable & MotivatingMeasurable & Motivating Action-oriented & AlignedAction-oriented & Aligned Realistic & RelevantRealistic & Relevant Time-bound & Track ableTime-bound & Track able
Identify Goals Identify Goals Your own career goals Your own personal goals Subordinate goals Family goals
General Specific
Applications Applications Brainstorm how the goal setting can
be used in each of the category Your own work? Your personal life?
Exercise Exercise Goal (general)
Detail(specific)
Date(Deadline)
Work
Personal
At Work At Work Don’t policing your employees Work is not progress linear Yes….But Assign more work (performance
punishment) Criticizing mercilessly
Meeting F2F Meeting F2F face to face meeting “How are you doing in this area?” “Anything I can help in this area?” “Done anything special?”
One Minute PraiseOne Minute Praise
Recognizing AchievementRecognizing Achievement
Human Potential Human Potential "If we are going to bring out the
human potential at its best, we must first believe in its existence and its presence."
Viktor Frankl, 1905-1997
Focus on Strengths Focus on Strengths
"The task of leadership is to create an alignment of strengths, making weaknesses irrelevant."
Peter Drucker,
The Father of Modern Management, 1910-2005
People will do what you are rewarding them to
People will do what you are rewarding them to
Why? Why? Recognition
(human psychology needs) Appreciation
(feel valued; not taken for granted) Encourage positive behaviors
(People do what you are rewarding them to)
Maslow Hierarchy of Needs Maslow Hierarchy of Needs
Basic needs– Physiological needs - food, water– Safety needs
Psychological needs– Need for love and belongingness– Need for esteem - success and
status Self-Actualization
– Realizing one's potential, self-fulfillment, understanding, insight.
Attitudes Attitudes Think well of
yourself
Think well of others
Strengths Better
You can choose You can choose You can choose your hat Yellow or Black Yellow = Optimistic Black = Negative Think of one of your good friend
Yellow
Black
Food for Thought Food for Thought Thinking about the one thing
that will make the morning sun a little brighter
Star Buck/ Bugis Junction
One Minute Praise One Minute Praise Get their attention Be specific - sincere Impact to you or othersImpact to you or others Eyes contact – facial expressionEyes contact – facial expression PraisePraise Stop. Let them respondStop. Let them respond Reinforce the behaviorReinforce the behavior Thank the personThank the person
Flashback Flashback How have you applied OM Praise to
yourself in the past? Give your own example
How have you applied OM Praise to your staff/ colleague in the past ? Give your own example
How have you applied OM Praise to your family in the past? Give your own example
Future Application: Now Future Application: Now Target Detail
/Sentence(Incident)
(Deadline)
Own
Colleagues
Family
One Minute RedirectsOne Minute Redirects
Performance ImprovementPerformance Improvement
Off TrackRedirect
Right Track
Traffic Flow
Redirects Redirects Performance lapse Work not up to expectation Procrastinate report Scold people for no reasons Politicking Take company property Over claims Negative attitudes
Redirects Redirects Personal: Self evaluation
“how can I do better?”
“have I achieved the target?” Employees
“how can we do better?”
“how can we help?” Family
“Any problems?”
“Want some helps?”
It won’t happen often if you It won’t happen often if you Sit down with them in PLANNING
stage FOLLOW UP with them in the middle
of the project or task Provide them TRAINING before the
task DELEGATE properly – resources,
expectation, timeline, authority, methods
Utilize their STRENGHT
Talk and Share Talk and Share
COMMUNICATION
SESSION
Redirects Redirects
Gentle but firm no need to shout or show sour face”
Never do it in the public
When your mood is good
No personal attack “ you are so lazy”
Redirects Redirects No right or wrong Focus on effectiveness
(less time/people/cost) Focus on objective
Old Methods Old Methods
Scold Revenge: bad
increment Sour face Cold storage Ignore Beat/slap
Methods Methods Self Appraisal
– refer to the agreement (OM Goal)– “What went right?– “What could be improved?”
Methods MethodsSuggestion
- Propose the employees some
suggestions- “Would you like to try doing this…|
because. What do you think?
Methods MethodsAffirmationAffirmation• Affirm person’s past performance in Affirm person’s past performance in
this area this area • State the problemState the problem• Ask if help neededAsk if help needed
“how can I help”“how can I help”• Seek for solution Seek for solution
Methods” Methods” Fact Finding
Do your homework (data)Do your homework (data)
* tell the person what they did* tell the person what they did “ I observe….”“ I observe….”• tell the person how you feeltell the person how you feel
and how it affect your work (surprise, and how it affect your work (surprise, disappointed, strange)disappointed, strange)“I feel…because….”“I feel…because….”
* pause (for them to explain)* pause (for them to explain)• Propose a Propose a solutionsolution • ““I would you like to …….”I would you like to …….”
Sharing of other methods Sharing of other methods
Sharing
Taboo TabooDon’t…..Don’t…..
Attack personallyAttack personally
Store up your redirectsStore up your redirects
ThreatenThreaten
Redirect in publicRedirect in public
Redirect a learnerRedirect a learner
Role Play Role Play Remember incident you have to do a
“redirect”. Role Play Observer
Summary Summary One Minute Goals
Have I achieved my goals?
One Minute Praise
The area you have done well is…
One Minute Redirects
What would you like to do?
Receiving Feedback Receiving Feedback
Self ImprovementSelf Improvement
RISKYBUSINESS
Redirects
Motive must be right Motive must be right
CARE
Care and Risk Care and Risk Body Odor Bad Breath Stinky Stocking
Ratio of Feedback Ratio of Feedback
10%
LogicLogic
Thank the Person
General Reaction General Reaction
ANGRY Embarrass
Emotional and analytical zone
Emotion
Emotion Zone
Analysis Zone
USE QUESTIONS TO REDIRECT THE MIND
Fire Fire
Panic
High Stress
Ask Questions
Experience Experience Share with us your experience of
receiving feedback?
Discuss with the group
Technique (1) Technique (1)1. Welcome Feedback
2. Don’t Justify; Just LISTEN
3. Ask for detail 5W1H
Tips Tips5. Ask for Guidance
Can you give me some tips how to do it better?
6. Appreciation
Thank you
Tips Tips I have never thought of that. TQ
2. Let me think about it. I will get back to you.
3. I overlook that. I will do it by Monday next week
Question Question
If you receive feedback openly, what would they think of you?
Role Play Role PlayEXERCISE: Role Play Stocking Body Odor Late Procrastinate
SUMMARYSUMMARY
One Minute Manager
Building Relationship
Receive Feedback
One Minute Manager
Building Relationship
Receive Feedback
SharingSharing
New/Good
Application
New/Good
Application
Common Common Common Sense ≠ Common Practice Our challenge is to adopt new
practice
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