Essentials Of Communication


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Essentials Of Communication

  1. 1. Essentials of Communication Cascade Steel Rolling Mills, Inc. 3200 N Highway 99W P.O. Box 687 McMinnville, OR 97128 503-472-4181 PPT 1-1
  2. 2. Essentials of Communication <ul><li>Identify behavioral needs </li></ul><ul><li>Complete DiSC Assessment tool </li></ul><ul><li>Apply DiSC principles to workplace communication </li></ul>Objectives
  3. 3. Maslow’s Hierarchy of Needs self-esteem, confidence, achievement, respect of others, respect by others Self-actualization Esteem Love/Belonging Safety Physical friendship, family, intimacy security of body, of employment, of resources, of morality, of the family, of health, of property breathing, food, water, sleep morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts.
  4. 4. DiSC <ul><li>Communication Effectiveness </li></ul><ul><li>Styles of Behavior </li></ul><ul><li>General Preferences </li></ul><ul><li>Responses to Conflict </li></ul><ul><li>Adapting Your Communication Style </li></ul><ul><li>How Others Interpret Your Style </li></ul>
  5. 5. Icebreaker <ul><li>Discard one card that is least like you </li></ul><ul><li>Introduce yourself and trade cards with other participants </li></ul><ul><li>Discard two cards that are least like you </li></ul>PPT 1-2
  6. 6. Icebreaker <ul><li>Review cards that others discarded </li></ul><ul><li>If you find a better description, pick up the new card and discard one </li></ul><ul><li>You should have three cards </li></ul>PPT 1-3
  7. 7. Reflection How have these personal characteristics helped you be successful at work? PPT 1-4
  8. 8. Working with Pat PPT 1-5
  9. 9. Objectives PPT 1-6 Increase Effectiveness Reduce Stress Reduce Increase
  10. 10. People I Prefer to Work With PPT 1-7
  11. 11. Coworker Preferences PPT 1-8
  12. 12. My Objectives PPT 1-10
  13. 13. Discover Four Styles of Behavior and Explore the General Preferences of Your Style PPT 4-1
  14. 14. Discovering DiSC ® Active Thoughtful Accepting Questioning PPT 4-4
  15. 15. Introduction to the Styles PPT 4-5
  16. 16. DiSC ® Model PPT 4-7 Thoughtful Steadiness Accepting Influence Accepting Steadiness Active Questioning Dominance Influence Active Dominance Questioning Questioning Conscientiousness
  17. 17. Notes on My Style PPT 4-14
  18. 18. My Value to the Organization PPT 4-15
  19. 19. Learn About Your Behavior When You Are in Conflict With Others PPT 6-1
  20. 20. Conflict and Stress PPT 6-2
  21. 21. Objectives <ul><li>Discover what your style experiences when in conflict with others </li></ul>Discover Learn Learn how to maximize your effectiveness when you are under this kind of pressure PPT 6-4
  22. 22. Styles in Conflict PPT 6-5
  23. 23. My Style in Conflict PPT 6-13
  24. 24. Four Responses to Conflict PPT 6-15
  25. 25. Responses to Conflict D i S C PPT 6-16 Tends to: ASSERT Tends to: SUPPRESS
  26. 26. Responses to Conflict D i S C PPT 6-17 Focuses on: FEELINGS Focuses on: LOGIC
  27. 27. Responses to Conflict Focuses on: FEELINGS Tends to: SUPPRESS Focuses on: LOGIC Tends to: ASSERT PPT 6-18 WITHDRAW Goal: Justice COMPLY Goal: Harmony EXPRESS Goal: Acknowledgement DEMAND Goal: Victory
  28. 28. Notes on Dealing with Conflict PPT 6-22
  29. 29. Action Plan for Dealing with Conflict PPT 6-23
  30. 30. Learn How to Adapt Your Communication to Different Styles PPT 9-1
  31. 31. People Are Different People Have Different PPT 9-3 <ul><li>Goals </li></ul><ul><li>Fears </li></ul><ul><li>Motivations </li></ul><ul><li>Ways of seeing the world </li></ul>
  32. 32. Ineffective Communication How do you know when your communication is ineffective ? PPT 9-4
  33. 33. Ineffective and Effective Communication PPT 9-5
  34. 34. Consider Others’ Needs PPT 9-6 <ul><li>Goals </li></ul><ul><li>Fears </li></ul><ul><li>Motivations </li></ul><ul><li>Ways of seeing the world </li></ul>
  35. 35. Keys for Relating to the Styles PPT 9-7
  36. 36. Ineffective and Effective Communication PPT 9-8
  37. 37. Review Step 1 : Recognize People have different communication styles. PPT 9-9
  38. 38. Review Step 2: Understand Step 1 : Recognize PPT 9-10 People have different Goals Fears Motivations Ways of seeing the world
  39. 39. Review Step 3: Adapt Step 2: Understand Step 1 : Recognize Develop productive interactions by adapting as needed. PPT 9-11 D C S D C S i
  40. 40. Understand How Others Interpret Your Behavior PPT 8-1
  41. 41. Interpretations Take- charge attitude. PPT 8-2 Bossy and demanding.
  42. 42. Objectives <ul><li>Reflect on how people interpret your DiSC ® style </li></ul>Reflect Learn Learn how to use the knowledge of how others interpret your style to be more effective in your relationships PPT 8-3
  43. 43. Reactions to the Styles Your Group DiSC ® Style PPT 8-4 Jeannie Beth Jenn Ann
  44. 44. My Reactions to the Styles PPT 8-5
  45. 45. Ann Ann PPT 8-6 D i C S
  46. 46. Jenn Jenn PPT 8-7 D i C S
  47. 47. Beth Beth PPT 8-8 D i C S
  48. 48. Jeannie Jeannie PPT 8-9 D i C S
  49. 49. Behavioral Shopping Spree PPT 8-10
  50. 50. Behavioral Shopping Spree Any surprises? What did you learn? Were you drawn toward others with similar behaviors? PPT 8-11
  51. 51. Differences Differences cause conflict Different = Wrong I Win/You Lose I Win/You Win Different = Different PPT 8-12
  52. 52. Reflection How can you use the knowledge of how others might see you to become more effective? PPT 8-13
  53. 53. Acting on Others’ Perceptions PPT 8-14
  54. 54. Wrap-Up PPT 2-1
  55. 55. Working with Pat PPT 2-2
  56. 56. Learning Review PPT 2-3
  57. 57. Judging to Valuing Ladder <ul><li>Judging others based on our own preferences. </li></ul>PPT 2-4 Judging
  58. 58. Judging to Valuing Ladder <ul><li>Understanding how and why people are not like us. </li></ul>PPT 2-5 Judging Understanding
  59. 59. Judging to Valuing Ladder <ul><li>Sincerely respecting differences. </li></ul>PPT 2-6 Judging Understanding Respecting
  60. 60. Judging to Valuing Ladder <ul><li>Appreciating that people are different from us instead of being copies of ourselves. </li></ul>PPT 2-7 Judging Understanding Respecting Appreciating
  61. 61. Judging to Valuing Ladder <ul><li>Valuing others and making the most out of the differences in our lives. </li></ul>Valuing PPT 2-8 Judging Understanding Respecting Appreciating
  62. 62. DiSC Non-Verbal Style Identification <ul><li>1. Easy smile, sweeping gestures </li></ul><ul><li>2. Firm stance, leaning forward </li></ul><ul><li>3. Leaning back, controlled gestures, uses notes </li></ul><ul><li>4. Standing erect, expressionless, appears firm but calm </li></ul><ul><li>5. Hands on hips, impatient </li></ul><ul><li>6. Hand stroking chin, inquisitive expression, and contemplative </li></ul><ul><li>7. Casual smile, nodding the affirmative </li></ul><ul><li>8. Appear calm, yet approachable </li></ul>
  63. 63. DiSC Verbal Style Identification <ul><li>1. “How can you make sure my problems get fixed?” </li></ul><ul><li>2. “I want you to solve a problem for me.” </li></ul><ul><li>3. “I’m sure we’ll be able to work this out together!” </li></ul><ul><li>4. “What does your company normally do in cases like this?” </li></ul><ul><li>5. “The repairs were not made to specification.” </li></ul><ul><li>6. “You can either make it right or you can’t…What’s it going to be?” </li></ul><ul><li>7. “Let me think about this for a moment.” </li></ul><ul><li>8. “Let’s see what kind of a solution we can come up with.” </li></ul>
  64. 64. Check Your Knowledge <ul><li>Maslow’s Theory </li></ul><ul><li>1. Rank Maslow’s hierarchy of needs from 1-5, with 1 being the need at the bottom of the pyramid: </li></ul><ul><li>__2___ Safety </li></ul><ul><li>__3___ Love/Belonging </li></ul><ul><li>__1___ Physical </li></ul><ul><li>__5___ Self-Actualization </li></ul><ul><li>__4___ Esteem </li></ul><ul><li>2. According to Maslow, which needs must be fulfilled in order for a person to achieve the Esteem level in his pyramid? </li></ul><ul><li>a. Physical </li></ul><ul><li>b. Safety </li></ul><ul><li>c. Love/Belonging </li></ul><ul><li>d. Self-Actualization </li></ul><ul><li>e. A, B, and C </li></ul>
  65. 65. Check Your Knowledge <ul><li>DiSC Personality Profile </li></ul><ul><li>3. Someone who displays self-confidence, decisiveness, and risk-taking and is motivated by challenge, power, and authority is likely to score high in which style: </li></ul><ul><li>a. Dominance </li></ul><ul><li>b. Influence </li></ul><ul><li>c. Steadiness </li></ul><ul><li>d. Conscientiousness </li></ul><ul><li>4. Someone who displays behavior that is cautious, precise and diplomatic and is motivated by clearly defined goals, quality, and accuracy is likely to score high in which style: </li></ul><ul><li>a. Dominance </li></ul><ul><li>b. Influence </li></ul><ul><li>c. Steadiness </li></ul><ul><li>d. Conscientiousness </li></ul>
  66. 66. Check Your Knowledge <ul><li>5. Someone who displays patience, stability, and a methodical approach and is motivated by infrequent change, sincere appreciation, and cooperation is likely to score high in which style: </li></ul><ul><li>a. Dominance </li></ul><ul><li>b. Influence </li></ul><ul><li>c. Steadiness </li></ul><ul><li>d. Conscientiousness </li></ul><ul><li>6. Someone who displays enthusiasm, charm, and sociability and is motivated by social recognition, group activities, and relationships is likely to score high in which style: </li></ul><ul><li>a. Dominance </li></ul><ul><li>b. Influence </li></ul><ul><li>c. Steadiness </li></ul><ul><li>d. Conscientiousness </li></ul>
  67. 67. Check Your Knowledge <ul><li>7. For effective communication with a High D – Dominance you should: </li></ul><ul><li>a. provide clear expectations and deadlines. </li></ul><ul><li>b. keep the conversation light. </li></ul><ul><li>c. make communication brief and to the point. </li></ul><ul><li>d. let them know how things will be done. </li></ul><ul><li>8. For effective communication with a High I – Influence you should: </li></ul><ul><li>a. approach them informally. </li></ul><ul><li>b. use sincere appreciation. </li></ul><ul><li>c. be clear about rules and expectations. </li></ul><ul><li>d. be tactful and emotionally reserved. </li></ul>
  68. 68. Check Your Knowledge <ul><li>9. For effective communication with a High S – Steadiness you should: </li></ul><ul><li>a. demonstrate loyalty. </li></ul><ul><li>b. be systematic in your approach. </li></ul><ul><li>c. provide written details. </li></ul><ul><li>d. respect their need for autonomy. </li></ul><ul><li>10. For effective communication with a High C – Conscientiousness you should: </li></ul><ul><li>a. value high standards. </li></ul><ul><li>b. let them initiate. </li></ul><ul><li>c. be relaxed and sociable. </li></ul><ul><li>d. show their importance to the organization. </li></ul>
  69. 69. Non-Verbal Communication <ul><li>Identify and interpret non-verbal communication messages </li></ul><ul><li>Analyze the effect of proxemics on non-verbal communication </li></ul><ul><li>Practice active listening skills </li></ul>Objectives
  70. 70. Non-Verbal Communication <ul><li>Communication Channel </li></ul>
  71. 71. Proxemics
  72. 72. Eye Contact <ul><li>More Likely… </li></ul>Or Less Likely…
  73. 73. Non-Verbal Cues
  74. 74. Active Listening <ul><li>Ask Questions </li></ul><ul><li>Listen non-judgmentally </li></ul><ul><li>Paraphrase </li></ul><ul><li>Empathize </li></ul>
  75. 75. Check Your Knowledge <ul><li>Non-Verbal Communication </li></ul><ul><li>1. When you encounter another person are you aware of the space created between you and the other person? </li></ul><ul><li>a. Yes, I am fully aware of my distance and others distance. </li></ul><ul><li>b. No, I do not notice such things. </li></ul><ul><li>2. Do you feel tense or uneasy if someone is staring at you? </li></ul><ul><li>a. Yes </li></ul><ul><li>b. No </li></ul><ul><li>3. When someone you are talking to starts looking away or fidgeting do you: </li></ul><ul><li>a. Continue to talk. </li></ul><ul><li>b. Stop talking and/or change the subject. </li></ul>
  76. 76. Check Your Knowledge <ul><li>4. Do you keep comfortable eye contact while conversing without staring? </li></ul><ul><li>a. Yes, I keep good eye contact while talking and occasionally look away. </li></ul><ul><li>b. No, eye contact makes me uncomfortable. </li></ul><ul><li>5. Do you consciously smile when you greet another person? </li></ul><ul><li>a. No, I am not aware of my facial expressions when greeting someone. </li></ul><ul><li>b. Yes, I make sure I have a pleasant look on my face when I greet. </li></ul><ul><li>6. Are you aware of your tone of voice during a conversation? </li></ul><ul><li>a. No, I just talk and don't think about it. </li></ul><ul><li>b. Yes, my tone of voice is important and I am aware of it. </li></ul>
  77. 77. Check Your Knowledge <ul><li>7. Are you aware of your facial expressions while someone talks to you? </li></ul><ul><li>a. Yes, my facial expression shows interest. </li></ul><ul><li>b. No, I just listen without any awareness of my facial expression. </li></ul><ul><li>8. Do you nervously play/ fiddle with objects/ things during conversation? </li></ul><ul><li>a. Yes </li></ul><ul><li>b. No </li></ul><ul><li>9. Hesitation and not maintaining good eye makes you: </li></ul><ul><li>a. Trust what the person is saying. </li></ul><ul><li>b. Have doubts about what is being said. </li></ul><ul><li>10. I find it easy to tell someone's mood just by being with them for a short while. </li></ul><ul><li>a. No </li></ul><ul><li>b. Yes </li></ul>
  78. 78. <ul><li>Talking About Our Generations </li></ul>
  79. 79. Generations <ul><li>Identify generational characteristics </li></ul><ul><li>Discuss contributions and growth areas for each </li></ul><ul><li>Diagnose workplace issues </li></ul><ul><li>Identify and prevent potential workplace clashes </li></ul>Objectives
  80. 80. Check Your Knowledge <ul><li>Talking About Our Generations </li></ul><ul><li>1. This generation places a high value on business atmosphere and the relationships formed there: </li></ul><ul><li>a. Gen Xers </li></ul><ul><li>b. Traditionalists </li></ul><ul><li>c. Boomers </li></ul><ul><li>d. Millennials </li></ul><ul><li>2. In order to improve your relationship with a Traditionalist, you should: </li></ul><ul><li>a. Show them respect for their length of service and experience and extend them the courtesies that matter. </li></ul><ul><li>b. Ask for their advice and then take notes to show that you are listening. </li></ul><ul><li>c. Emphasize the positives of doing right rather than the negatives of doing wrong. </li></ul><ul><li>d. Support them and make them look good to their superiors. </li></ul>
  81. 81. Check Your Knowledge <ul><li>3. This generation prefers to lead by competence, so when they start working for or with you, you must earn their respect: </li></ul><ul><li>a. Boomers </li></ul><ul><li>b. Millennials </li></ul><ul><li>c. Traditionalists </li></ul><ul><li>d. Gen Xers </li></ul><ul><li>4. In order to improve your relationship with a Boomer, you should: </li></ul><ul><li>a. Offer your support to get the job done, don’t wait to be asked. </li></ul><ul><li>b. Do your homework and prepare to be tested. </li></ul><ul><li>c. Be positive, simple, rational, factual and friendly. </li></ul><ul><li>d. Value their need to keep learning in order to be marketable. </li></ul>
  82. 82. Check Your Knowledge <ul><li>5. Which generation is most closely identified with structure, formality, and respectfulness in the workplace? </li></ul><ul><li>a. Traditionalists </li></ul><ul><li>b. Boomers </li></ul><ul><li>c. Gen Xers </li></ul><ul><li>d. Millennials </li></ul><ul><li>6. In order to improve your relationship with a Gen Xer, you should: </li></ul><ul><li>a. Honor their experiences. </li></ul><ul><li>b. Mentor them and be realistic. </li></ul><ul><li>c. Serve and honor them. </li></ul><ul><li>d. When delegating, describe the outcomes, but leave the processes to them. </li></ul>
  83. 83. Check Your Knowledge <ul><li>7. This generation views the collaborative leadership style as most effective and they value intergenerational goodwill on the job. </li></ul><ul><li>a. Gen Xers </li></ul><ul><li>b. Millennials </li></ul><ul><li>c. Boomers </li></ul><ul><li>d. Traditionalists </li></ul><ul><li>8. In order to improve your relationship with a Millennial you should: </li></ul><ul><li>a. Respond quickly and move fast. </li></ul><ul><li>b. Keep them busy with challenges, not busy work. </li></ul><ul><li>c. Choose face-to-face conversation whenever possible. </li></ul><ul><li>d. Don’t rush or pressure them. </li></ul>
  84. 84. Check Your Knowledge <ul><li>9. Traditionalists and Baby Boomers have the natural inclination to: </li></ul><ul><li>a. Work in a community atmosphere of networking with others. </li></ul><ul><li>b. Apply experience to solving problems and hold to established policy. </li></ul><ul><li>c. See business principles as a moving target. </li></ul><ul><li>d. Seek instant feedback, rewards, and gratification. </li></ul><ul><li>10. Gen Xers and Millennials have the natural inclination to: </li></ul><ul><li>a. Face the realities of the current situation regardless of stress or conflict. </li></ul><ul><li>b. Approach business more seriously. </li></ul><ul><li>c. Define multi-tasking as juggling two to four projects from a single source. </li></ul><ul><li>d. Address new possibilities in an effort to minimize personal stress or conflict. </li></ul>
  85. 85. Thank You! PPT 2-10