Churchills Communication Skills:• Knew how to describe a scene, present a point of view, and tell a good story.• Put his audience at the center of the action.• Direct and straight with his people.• Known for meeting and mingling with people.• Used questioning (interrogation).• Kind to his adversaries once he had defeated them.
Powells Communication Leadership Lessons• Be firm in your conviction.• Demonstrate serenity.• Be decisive.• Be seen as the leader.• Live your message.
Oprah Winfrey--Life As A StoryCommunicate inmultiple ways.•Make a stand.•Delegate tocomplement.•Take a stand.•Live your message
Developing Excellent Communication with CustomerVerbal communicationskills ProductiveNon Verbal relationshipscommunication skills with customersListening skills 11
Six C of giving good information to customers Clear Concise Correct Complete Courteous Concrete3/3/2012 12
Building good will through Communication• Ultimate purpose is positive reputation.• There are 3 ways: –Your Attitude –Positive Emphasis –Bias free Language
The 6 Basic Rules for Dialogue• Be open and suspend judgment .• Keep dialogue and decision-making separate .• Speak for yourself, not as a representative, and treat all participants as peers.• Listen with empathy• Look for common ground â€“ identifying areas where you agree.• Search for and disclose hidden assumptions
Ask Questions to Get The Results You Want: The Monks Method
The Most Important Words• The six most important words: "I admit I made a mistake."• The five most important words: "You did a good job."• The four most important words: "What is your opinion."• The three most important words: "If you please."• The two most important words: "Thank you,"• The one most important word: "We"• The least most important word: "I" - Author unknown
Ten commandments for good listening• Prepare to listen• Avoid pre-judgment• Be open minded• Remove distractions• Establish eye contact• Be patient• Hold your temper• Go easy on argument and criticism• Ask questions• Give feed backs
Discussion Basis• Keep it a business-like discussion – Stick to the subject – Listen respectfully – Avoid getting hung up on personalities – Grant that other person “may have something” – Do not loose temper – Plan the time and place for the discussion
Design An Approach• Approach appeals to other’s motivations and emotions – Be pleasant, remain calm – Use questions, and listen to responses – Observe body language, clues to other’s feelings – Give direct answers – Speak in a manner the other participants understand/relate to
Explain Why• Reasons why/why not – Be truthful – Show willingness to answer questions – Let others “in on the know” – Present the complete story
Admit Mistakes• Recognize no one is perfect – Natural tendency is to avoid sharing or rationalizing a mistake – No mistakes => is employee or leader really doing anything? At least not taking risks – Determine who is affected by mistake, and if any corrective action needed – Recognize mistake was made, regardless of how discovered. Show mistakes are learning opportunities – Document “lessons learned” for each project
Be Prompt• Be responsive to situations / issues – Be consistent, use a structured problem solving technique – Base decisions on facts, if this takes time • promptly acknowledge understanding of situation • Let others know what is going on • Allow others to assist, give choices of alternatives – Always follow up!
Compliment• Always give recognition where deserved – Ensure sincere and consistent – Understand each person is an individual, tailor recognition to be meaningful to the person – Give commendation for special accomplishments & efforts – Do not overlook contributions, especially if others recognition is public
Non Verbal Communication• Refers to any communication that does not use words• Takes place extensively at every level, organization ,individual, family ,social• One of the oldest forms of communication• Consists gestures, postures, signals and facial expression• Universal in appeal
Body Language• Your dress • Position of your body• Your facial expression • Way your greet• Your smile • Your office• Your eyes • Your table/chairs• Are you • Your seated/standing? telephone/computer• Position of your • Anything else? hands/legs