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Communication Skills

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    • 1. Communication Influence, Relationships and Performance
    • 2. A Thought <ul><li>A man is seldom better than his conversation </li></ul><ul><li>- German Proverb </li></ul>
    • 3.  
    • 4. Contents <ul><li>Enlarge Your Influence </li></ul><ul><li>a. Convey Information </li></ul><ul><li>b. Listen </li></ul><ul><li>c. Personal power </li></ul><ul><li>Building Rapports </li></ul><ul><li>a. Compassion </li></ul><ul><li>b. Knowledge </li></ul><ul><li>c. Network </li></ul><ul><li>Managing performance </li></ul><ul><li>a. One Minute Goals </li></ul><ul><li>b. One Minute Praise </li></ul><ul><li>c. One Minute Feedback </li></ul>
    • 5. Ground Rules <ul><li>One Person Talk at a time </li></ul><ul><li>Ask questions </li></ul><ul><li>Freedom of movement </li></ul><ul><li>Sleeping is allowed </li></ul><ul><li>Mobile Phone on silence mode </li></ul>
    • 6.  
    • 7. Communication Games <ul><li>1. Definition </li></ul><ul><li>Beautiful people - Name </li></ul><ul><li>House - Draw </li></ul><ul><li>Green – Imagination </li></ul><ul><li>2. Draw Picture – face flipchart </li></ul><ul><li>3. Draw Picture – face audience </li></ul><ul><li>4. Describe direction </li></ul>
    • 8. What is Communication? SENDER RECEIVER Feedback receiver sender Communication is the process of sending and receiving information among people… Medium Encode Decode
    • 9. What do you learn? <ul><li>Communication Process </li></ul><ul><li>Visual/Kinetics/Auditory </li></ul>
    • 10. We need to improve communication... as <ul><li>70 % of our communication efforts are: </li></ul><ul><li>misunderstood </li></ul><ul><li>misinterpreted </li></ul><ul><li>rejected </li></ul><ul><li>distorted or </li></ul><ul><li>not heard </li></ul><ul><li>Processing is 4 time faster than speech </li></ul>70%
    • 11. Part A Enlarge Your Influence <ul><li>Convey Information </li></ul><ul><li>Listening </li></ul><ul><li>Personal Power </li></ul>
    • 12. A. Convey Information
    • 13. A. Convey Information <ul><li>Get attention </li></ul><ul><li>Give the benefits of listening </li></ul><ul><li>Based on what they know </li></ul><ul><li>Speak slow and clearly </li></ul><ul><li>Organize Info </li></ul><ul><li>Big Picture </li></ul><ul><li>Group Info – 3-7 Points </li></ul><ul><li>Support each point with examples/pictures </li></ul><ul><li>Check Understanding </li></ul><ul><li>Do you understand? </li></ul><ul><li>Can you show me? </li></ul>
    • 14.  
    • 15.  
    • 16. For example H1NI <ul><li>75 People </li></ul>
    • 17. For example H1NI
    • 18. H1N1
    • 19. H1N1
    • 20.  
    • 21. Group Exercise <ul><li>In a group of Five. </li></ul><ul><li>Practice “convey information” </li></ul><ul><li>Choose one person to be the feedback </li></ul><ul><li>“What have you done well?” </li></ul><ul><li>“What do you need to improve?” </li></ul><ul><li>5 minutes prepare, 2 minutes present, </li></ul><ul><li>1 minute feedback </li></ul><ul><li>Total Time 20 minutes </li></ul>
    • 22. B. Listening
    • 23. Listening <ul><li>Show Interest </li></ul><ul><li>“I am listening” </li></ul><ul><li>Focus on the key issues </li></ul><ul><li>“What is the key issues?” </li></ul><ul><li>Summarize and check </li></ul><ul><li>“Let me summarize…” </li></ul><ul><li>Identify the common thread </li></ul><ul><li>“What is the common issues?” </li></ul><ul><li>Responds to feeling </li></ul>
    • 24. How Do You Show Interest?
    • 25. <ul><li>5W1H </li></ul>
    • 26. Skills and Best Practices: Advice to Improve Nonverbal Communication Skills <ul><li>Maintain eye contact. </li></ul><ul><li>Nod your head to convey that you are listening or that you agree. </li></ul><ul><li>Smile and show interest. </li></ul><ul><li>Lean forward to show the speaker you are interested. </li></ul><ul><li>Use a tone of voice that matches your message </li></ul>Positive Nonverbal Actions Include:
    • 27.  
    • 28.  
    • 29.  
    • 30.  
    • 31.  
    • 32.  
    • 33.  
    • 34.  
    • 35. Listen to the Story <ul><li>First Love </li></ul><ul><li>Hobby </li></ul><ul><li>Best Teacher </li></ul><ul><li>Best Place </li></ul><ul><li>Best Friends </li></ul><ul><li>Motivate the person to talk by ? </li></ul><ul><li>Deep listening </li></ul><ul><li>Listen with Eyes – Facial Expression </li></ul>
    • 36. Tips <ul><li>- “Can u tell me more?” </li></ul><ul><li>- Pace of speaking </li></ul><ul><li>- Imitate their body language </li></ul>
    • 37. C. Personal Power
    • 38. Personal Power <ul><li>Position </li></ul><ul><li>Knowledge and Experience </li></ul><ul><li>Rewards (Money, Recognitions, Challenges) </li></ul><ul><li>Penalty </li></ul><ul><li>Inspiration </li></ul>
    • 39. Personal Power <ul><li>Position </li></ul><ul><li>“ I am the boss” </li></ul>
    • 40. Personal Power <ul><li>Knowledge and Experience </li></ul><ul><li>“ Based on my experience…” </li></ul>
    • 41. Personal Power <ul><li>Rewards (Money, Recognitions, Challenges) </li></ul><ul><li>“ If you do this, you will be…” </li></ul>
    • 42. Personal Power <ul><li>Penalty </li></ul><ul><li>“ If you continue do this, this is the consequences..” </li></ul>
    • 43. Personal Power <ul><li>Inspiration </li></ul><ul><li>“ We can change it. The benefits are .…” </li></ul>
    • 44. Applications <ul><li>How can you apply this in your job to influence people? </li></ul>
    • 45. II. Communication to Build Relationship Compassion. Network. Knowledge
    • 46. Contents <ul><li>A. Compassion </li></ul><ul><li>B. Knowledge </li></ul><ul><li>C. Network </li></ul>
    • 47.  
    • 48. Relationships Building <ul><li>Emotion Bank Account </li></ul>
    • 49. <ul><li>Emotional and analytical zone </li></ul>Emotion Emotion Zone Analysis Zone
    • 50. Tim Sanders <ul><li>Three ways to build relationships (Tim Sanders of Yahoo): </li></ul>
    • 51.  
    • 52. Compassion the human ability to reach out with warmth SUPPORT & LISTEN
    • 53. 1. How can I help? <ul><li>Helping others is the way to shape cooperative environment </li></ul><ul><li>Wal Mart: Drop your work to support your colleagues </li></ul>
    • 54. 1. How can I help? <ul><li>Spread good news, not gossip </li></ul><ul><li>Share your experience of helping co-workers </li></ul>
    • 55. WIIFM? <ul><li>Build Network </li></ul><ul><li>Create Joyful environment </li></ul><ul><li>Lower resignation rate </li></ul><ul><li>Create a pleasant experience </li></ul>
    • 56. 2. Listen with compassion <ul><li>B. Listening with Compassion </li></ul><ul><li>- Listen with intend to understand </li></ul><ul><li>- Caring </li></ul><ul><li>- rephrase the story </li></ul><ul><li>- Focus on them </li></ul>
    • 57. Network your entire web of relationships
    • 58. Network – Informal Influence <ul><li>Social resource to build network for employees </li></ul>
    • 59. Calls to PM <ul><li>How many calls you need to make to reach Prime Minister? </li></ul>
    • 60. Process <ul><li>Work Match </li></ul><ul><li>Collection </li></ul><ul><li>Connecting </li></ul><ul><li>Dissappearing </li></ul>
    • 61. Collection <ul><li>1 Prepare yourself – store your card </li></ul><ul><li>2. SWAP cards </li></ul><ul><li>3. organize card </li></ul><ul><li>4. Input data (outlook) </li></ul><ul><li>5. Follow Up (send email/phone) </li></ul>
    • 62. Connecting <ul><li>Tune your receiver what they want vs what they need </li></ul><ul><li>Arrange to meet </li></ul><ul><ul><li>Government Affairs </li></ul></ul><ul><ul><li>Speaking Engagement </li></ul></ul>
    • 63. Disappearing <ul><li>No commission </li></ul>
    • 64. Circles Circle of Influence Circle of Concerns
    • 65. WIIFM <ul><li>Create trust </li></ul><ul><li>Enlarge your network </li></ul><ul><li>To feel useful </li></ul><ul><li>They listen to you because you have helped them </li></ul><ul><li>Reputation </li></ul>
    • 66. Knowledge everything you have learned and everything you continue to learn CAPTURE INFO & SHARE
    • 67. Learn faster <ul><li>Our only competitive edge is to learn faster than our competitor </li></ul>
    • 68. Capture <ul><li>Build relationships through knowledge sharing </li></ul><ul><li>Knowledge is social currency for easy conversation (boring or interesting) </li></ul><ul><li>Capture in many forms: Internet, Blog, Books, Podcast, Interview, TV, Magazine </li></ul>
    • 69. Encoding: digest knowldge <ul><li>Read for future application </li></ul><ul><li>Master the reading and learning skills </li></ul><ul><li>Books are the cheapest form </li></ul><ul><li>Books: Outline, Org Structure, Index, Audio, Multimedia. Online Video </li></ul>
    • 70. Application <ul><li>At work </li></ul><ul><li>Support colleagues </li></ul><ul><li>Coach subordinates </li></ul>
    • 71. Info <ul><li>What information you want to have? </li></ul><ul><li>How many books are you planning to read this year? </li></ul><ul><li>Who can you share your knowledge ? </li></ul><ul><li>My next course: Internet research </li></ul>
    • 72. Concluding Section <ul><li>Three ways to build emotional </li></ul><ul><li>and trust: </li></ul><ul><li>Compassion </li></ul><ul><li>Network </li></ul><ul><li>Knowledge </li></ul><ul><li>, </li></ul>
    • 73. Performance Communicate
    • 74.  
    • 75.  
    • 76. Target Audience <ul><li>Not only for managers </li></ul><ul><li>Yourself </li></ul><ul><li>Employees </li></ul><ul><li>Family </li></ul>
    • 77. One Minute Goal <ul><li>Goal Setting Machine </li></ul><ul><li>Boundary: empty car park </li></ul><ul><li>SMART </li></ul>
    • 78. Steps <ul><li>Establish goals with employees </li></ul><ul><li>Get both party agreed specifically </li></ul><ul><li>Check the progress periodically </li></ul><ul><li>Ask them to do self appraisal: </li></ul><ul><li>“ things do well” </li></ul><ul><li>“ things need to improve” </li></ul><ul><li>Offer help, guidance and ideas (optional) </li></ul><ul><li>Check your goals once in a while for a minute </li></ul>
    • 79. SMART <ul><li>Specific & Situational </li></ul><ul><li>Measurable & Motivating </li></ul><ul><li>Action-oriented & Aligned </li></ul><ul><li>Realistic & Relevant </li></ul><ul><li>Time-bound & Track able </li></ul>
    • 80. Identify Goals <ul><li>Your own career goals </li></ul><ul><li>Your own personal goals </li></ul><ul><li>Subordinate goals </li></ul><ul><li>Family goals </li></ul><ul><li>General Specific </li></ul>
    • 81. Applications <ul><li>Brainstorm how the goal setting can be used in each of the category </li></ul><ul><li>Your own work? </li></ul><ul><li>Your personal life? </li></ul>
    • 82. Exercise Personal Work Date (Deadline) Detail (specific) Goal (general)
    • 83. At Work <ul><li>Don’t policing your employees </li></ul><ul><li>Work is not progress linear </li></ul><ul><li>Yes….But </li></ul><ul><li>Assign more work (performance punishment) </li></ul><ul><li>Criticizing mercilessly </li></ul>
    • 84. Meeting F2F <ul><li>face to face meeting </li></ul><ul><li>“ How are you doing in this area?” </li></ul><ul><li>“ Anything I can help in this area?” </li></ul><ul><li>“ Done anything special?” </li></ul>
    • 85. One Minute Praise Recognizing Achievement
    • 86. Human Potential <ul><li>&quot;If we are going to bring out the human potential at its best, we must first believe in its existence and its presence.&quot; </li></ul><ul><li>Viktor Frankl, 1905-1997 </li></ul>
    • 87. Focus on Strengths <ul><li>&quot;The task of leadership is to create an alignment of strengths, making weaknesses irrelevant.&quot; </li></ul><ul><li>Peter Drucker, </li></ul><ul><li>The Father of Modern Management, 1910-2005 </li></ul>
    • 88. People will do what you are rewarding them to
    • 89. Why? <ul><li>Recognition </li></ul><ul><li>(human psychology needs) </li></ul><ul><li>Appreciation (feel valued; not taken for granted) </li></ul><ul><li>Encourage positive behaviors </li></ul><ul><li>(People do what you are rewarding them to) </li></ul>
    • 90. Maslow Hierarchy of Needs <ul><li>Basic needs </li></ul><ul><ul><li>Physiological needs - food, water </li></ul></ul><ul><ul><li>Safety needs </li></ul></ul><ul><li>Psychological needs </li></ul><ul><ul><li>Need for love and belongingness </li></ul></ul><ul><ul><li>Need for esteem - success and status </li></ul></ul><ul><li>Self-Actualization </li></ul><ul><ul><li>Realizing one's potential, self-fulfillment, understanding, insight. </li></ul></ul>
    • 91. Attitudes <ul><li>Think well of yourself </li></ul><ul><li>Think well of others </li></ul>Better Strengths
    • 92. You can choose <ul><li>You can choose your hat </li></ul><ul><li>Yellow or Black </li></ul><ul><li>Yellow = Optimistic </li></ul><ul><li>Black = Negative </li></ul><ul><li>Think of one of your good friend </li></ul><ul><li>Yellow </li></ul><ul><li>Black </li></ul>
    • 93. Food for Thought <ul><li>Thinking about the one thing </li></ul><ul><li>that will make the morning sun a little brighter </li></ul><ul><li>Star Buck/ Bugis Junction </li></ul>
    • 94. One Minute Praise <ul><ul><li>Get their attention </li></ul></ul><ul><ul><li>Be specific - sincere </li></ul></ul><ul><ul><li>Impact to you or others </li></ul></ul><ul><ul><li>Eyes contact – facial expression </li></ul></ul><ul><ul><li>Praise </li></ul></ul><ul><ul><li>Stop. Let them respond </li></ul></ul><ul><ul><li>Reinforce the behavior </li></ul></ul><ul><ul><li>Thank the person </li></ul></ul>
    • 95. Flashback <ul><li>How have you applied OM Praise to yourself in the past? Give your own example </li></ul><ul><li>How have you applied OM Praise to your staff/ colleague in the past ? Give your own example </li></ul><ul><li>How have you applied OM Praise to your family in the past? Give your own example </li></ul>
    • 96. Future Application: Now Family Colleagues Own (Deadline) Detail /Sentence (Incident) Target
    • 97. One Minute Redirects Performance Improvement
    • 98. Off Track Redirect Right Track Traffic Flow
    • 99. Redirects <ul><li>Performance lapse </li></ul><ul><li>Work not up to expectation </li></ul><ul><li>Procrastinate report </li></ul><ul><li>Scold people for no reasons </li></ul><ul><li>Politicking </li></ul><ul><li>Take company property </li></ul><ul><li>Over claims </li></ul><ul><li>Negative attitudes </li></ul>
    • 100. Redirects <ul><li>Personal: Self evaluation </li></ul><ul><li>“how can I do better?” </li></ul><ul><li>“have I achieved the target?” </li></ul><ul><li>Employees </li></ul><ul><li>“how can we do better?” </li></ul><ul><li>“how can we help?” </li></ul><ul><li>Family </li></ul><ul><li>“Any problems?” </li></ul><ul><li>“Want some helps?” </li></ul>
    • 101. It won’t happen often if you <ul><li>Sit down with them in PLANNING stage </li></ul><ul><li>FOLLOW UP with them in the middle of the project or task </li></ul><ul><li>Provide them TRAINING before the task </li></ul><ul><li>DELEGATE properly – resources, expectation, timeline, authority, methods </li></ul><ul><li>Utilize their STRENGHT </li></ul>
    • 102. Talk and Share <ul><li>COMMUNICATION </li></ul><ul><li>SESSION </li></ul>
    • 103. Redirects <ul><li>Gentle but firm </li></ul><ul><li>no need to shout or </li></ul><ul><li>show sour face” </li></ul><ul><li>Never do it in the public </li></ul><ul><li>When your mood is good </li></ul><ul><li>No personal attack “ you are so lazy” </li></ul>
    • 104. Redirects <ul><li>No right or wrong </li></ul><ul><li>Focus on effectiveness (less time/people/cost) </li></ul><ul><li>Focus on objective </li></ul>
    • 105. Old Methods <ul><li>Scold </li></ul><ul><li>Revenge: bad increment </li></ul><ul><li>Sour face </li></ul><ul><li>Cold storage </li></ul><ul><li>Ignore </li></ul><ul><li>Beat/slap </li></ul>
    • 106. Methods <ul><li>Self Appraisal </li></ul><ul><ul><li>refer to the agreement (OM Goal) </li></ul></ul><ul><ul><li>“What went right? </li></ul></ul><ul><ul><li>“What could be improved?” </li></ul></ul>
    • 107. Methods <ul><li>Suggestion - Propose the employees some </li></ul><ul><li>suggestions - “Would you like to try doing this…| </li></ul><ul><li>because. What do you think? </li></ul>
    • 108. Methods <ul><ul><li>Affirmation </li></ul></ul><ul><ul><li>Affirm person’s past performance in this area </li></ul></ul><ul><ul><li>State the problem </li></ul></ul><ul><ul><li>Ask if help needed “how can I help” </li></ul></ul><ul><ul><li>Seek for solution </li></ul></ul>
    • 109. Methods” <ul><li>Fact Finding Do your homework (data) </li></ul><ul><li> * tell the person what they did “ I observe….” </li></ul><ul><ul><li>tell the person how you feel and how it affect your work (surprise, disappointed, strange) “I feel…because….” </li></ul></ul><ul><ul><li>* pause (for them to explain) </li></ul></ul><ul><ul><li>Propose a solution </li></ul></ul><ul><ul><li>“ I would you like to …….” </li></ul></ul>
    • 110. Sharing of other methods <ul><li>Sharing </li></ul>
    • 111. Taboo <ul><ul><li>Don’t….. </li></ul></ul><ul><ul><li>Attack personally </li></ul></ul><ul><ul><li>Store up your redirects </li></ul></ul><ul><ul><li>Threaten </li></ul></ul><ul><ul><li>Redirect in public </li></ul></ul><ul><ul><li>Redirect a learner </li></ul></ul>
    • 112. Role Play <ul><li>Remember incident you have to do a </li></ul><ul><li>“redirect”. Role Play </li></ul><ul><li>Observer </li></ul>
    • 113. Summary <ul><li>One Minute Goals Have I achieved my goals? </li></ul><ul><li>One Minute Praise </li></ul><ul><li>The area you have done well is… </li></ul><ul><li>One Minute Redirects </li></ul><ul><li>What would you like to do? </li></ul>
    • 114. Receiving Feedback Self Improvement
    • 115. RISKY BUSINESS Redirects
    • 116. Motive must be right <ul><li>CARE </li></ul>
    • 117. Care and Risk <ul><li>Body Odor </li></ul><ul><li>Bad Breath </li></ul><ul><li>Stinky Stocking </li></ul>
    • 118. Ratio of Feedback <ul><li>10% </li></ul>
    • 119. Logic <ul><li>Thank the Person </li></ul>
    • 120. General Reaction <ul><li>ANGRY </li></ul><ul><li>Embarrass </li></ul>
    • 121. <ul><li>Emotional and analytical zone </li></ul>Emotion Emotion Zone Analysis Zone USE QUESTIONS TO REDIRECT THE MIND
    • 122. Fire Panic High Stress Ask Questions
    • 123. Experience <ul><li>Share with us your experience of receiving feedback? Discuss with the group </li></ul>
    • 124. Technique (1) <ul><li>1. Welcome Feedback </li></ul><ul><li>2. Don’t Justify; Just LISTEN </li></ul><ul><li>3. Ask for detail 5W1H </li></ul>
    • 125. Tips <ul><li>5. Ask for Guidance Can you give me some tips how to do it better? </li></ul><ul><li>6. Appreciation </li></ul><ul><li>Thank you </li></ul>
    • 126. Tips <ul><li>I have never thought of that. TQ </li></ul><ul><li>2. Let me think about it. I will get back to you. </li></ul><ul><li>3. I overlook that. I will do it by Monday next week </li></ul>
    • 127. Question <ul><li>If you receive feedback openly, what would they think of you? </li></ul>
    • 128. Role Play <ul><li>EXERCISE: Role Play </li></ul><ul><li>Stocking </li></ul><ul><li>Body Odor </li></ul><ul><li>Late </li></ul><ul><li>Procrastinate </li></ul>
    • 129. SUMMARY One Minute Manager Building Relationship Receive Feedback
    • 130. Sharing New/Good Application
    • 131. Common <ul><li>Common Sense ≠ Common Practice </li></ul><ul><li>Our challenge is to adopt new practice </li></ul>

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