06 Beyond Words – Effective Communication Kimberly’s Breakthrough Leadership Kimberly Wiefling, M.S. Copyright Wiefling Consulting, LLC 2008

Breakthrough Results Course Outline Leading into the Future 1-to-1 Leadership Self Leadership Team Leadership Organization Leadership Global Leadership Introduction to Leadership What is Leadership? Leadership vs. Management – Is There a Difference? “ The Leadership Challenge” - Kouzes & Posner Model Becoming the Kind of Leader You Admire - The Endless Journey Why Would Anyone Follow You? - Values-based Leadership The Lost Leadership Skill - Listening Inspire Action – Set Clear Goals Beyond Words - Effective Communication Building Trust – The Foundation of Results Overcoming “The 5 Dysfunctions of a Team” - Patrick Lencioni’s Model Leading Through the Phases of Team Development Leading Organizations – Bigger Challenges Leading Change Leading in an Increasingly Global Business Environment 1 2 3 4 5 7 6 8 9 10 11 12 13 14 Copyright Wiefling Consulting, LLC 2008

Module Description Although English has been called the international business language, the words alone carry less than 10% of the meaning in a live, in-person conversation. Perfect English is not required for perfect understanding. Percy Barnevik, former CEO of the American construction company ABB, once joked that the common language at ABB was “bad English”. Tone of voice, facial expression, gestures and body language, as well as context, contributes the vast majority of meaning in face-to-face discussions. Yet many people insist on conducting most of their business communication via email, even when the person receiving the email is sitting only a short walk away. Over-reliance on email creates misunderstandings that could be easily resolved with a single direct conversation and the full richness of non-verbal communication. In addition, open and honest communication that builds trust must be based on a heart-connection, not just a meeting of the minds, and a true commitment to a mutually beneficial relationship. This kind of rapport can be built most easily through face-to-face interaction. But even email and phone calls can be far more effective when the message acknowledges a human connection. This module explores how to expand business communication beyond words to non-verbal expression, positive intention and commitment to mutual benefit. Copyright Wiefling Consulting, LLC 2008

Although English has been called the international business language, the words alone carry less than 10% of the meaning in a live, in-person conversation. Perfect English is not required for perfect understanding. Percy Barnevik, former CEO of the American construction company ABB, once joked that the common language at ABB was “bad English”. Tone of voice, facial expression, gestures and body language, as well as context, contributes the vast majority of meaning in face-to-face discussions. Yet many people insist on conducting most of their business communication via email, even when the person receiving the email is sitting only a short walk away. Over-reliance on email creates misunderstandings that could be easily resolved with a single direct conversation and the full richness of non-verbal communication. In addition, open and honest communication that builds trust must be based on a heart-connection, not just a meeting of the minds, and a true commitment to a mutually beneficial relationship. This kind of rapport can be built most easily through face-to-face interaction. But even email and phone calls can be far more effective when the message acknowledges a human connection. This module explores how to expand business communication beyond words to non-verbal expression, positive intention and commitment to mutual benefit.

Module Goals Appreciate that the words carry a small part of the meaning in conversation. Expand your use of voice tone and non-verbal communication methods. Create a communication map of key relationships. “ The language of friendship is not words, but meanings.” Henry David Thoreau Copyright Wiefling Consulting, LLC 2008

Appreciate that the words carry a small part of the meaning in conversation.

Expand your use of voice tone and non-verbal communication methods.

Create a communication map of key relationships.

What % of meaning in face-to-face communication is words? ___% Words ___% Voice Tone ___% Facial Expression, Gestures, Body Language Copyright Wiefling Consulting, LLC 2008 Ref: 1970 study by Dr. Ray Birdwhistle, University of Pennsylvania, USA

___% Words

___% Voice Tone

___% Facial Expression, Gestures, Body Language

Mirroring and Matching Body posture Spinal alignment Hand gestures Head tilt Eye blink rate Facial expression Energy level Breathing rate Voice volume, tone, rhythm Copyright Wiefling Consulting, LLC 2008

Body posture

Spinal alignment

Hand gestures

Head tilt

Eye blink rate

Facial expression

Energy level

Breathing rate

Voice volume, tone, rhythm

WIIFM W hat is I n I t F or M e? Copyright Wiefling Consulting, LLC 2008

W hat is

I n

I t

F or

M e?

Goal Alignment Other Person’s Goal Your Goal Copyright Wiefling Consulting, LLC 2008

Email - What Does the E Stand For? Easy Evasive Evil Efficient . . . but not always effective Copyright Wiefling Consulting, LLC 2008

Easy

Evasive

Evil

Efficient

. . . but not always effective

Communication Map You or Your Team Walt Frieda Nadu Willy Max Ref: Posner & Kouzes, “The Leadership Challenge”, Communication Sociogram. Susie #1 #2 #3 Copyright Wiefling Consulting, LLC 2008

Summary of Key Points Words make up only 7% of the meaning in face-to-face communication. Mirroring and matching are powerful ways to increase the effectiveness of communication. Effective communicators think about the “WIIFM” for the other person and align goals for mutual benefit. Email is efficient, but ineffective, because it is only one-way communication, and uses only words. Communication is important! Take time to plan it with a communication map. Copyright Wiefling Consulting, LLC 2008

Words make up only 7% of the meaning in face-to-face communication.

Mirroring and matching are powerful ways to increase the effectiveness of communication.

Effective communicators think about the “WIIFM” for the other person and align goals for mutual benefit.

Email is efficient, but ineffective, because it is only one-way communication, and uses only words.

Communication is important! Take time to plan it with a communication map.

W.O.W. Leadership Development Exercises Within One Week (WOW!) Practice noticing how other people use voice tone and non-verbal communication . Experiment with expanding your range of voice tone and non-verbal communication. Make your communication map. What is working well? What is not working? What could improve communication with key people? Copyright Wiefling Consulting, LLC 2008

Within One Week (WOW!)

Practice noticing how other people use voice tone and non-verbal communication .

Experiment with expanding your range of voice tone and non-verbal communication.

Make your communication map. What is working well? What is not working? What could improve communication with key people?

Commitment to Action “ Knowing” is not enough. You must take action. Confidence is not required. You must be committed. What action will you take in order to become more the kind of leader you admire? W.O.W. - Do it “Within One Week”! Copyright Wiefling Consulting, LLC 2008

“ Knowing” is not enough. You must take action.

Confidence is not required. You must be committed.

What action will you take in order to become more the kind of leader you admire?

W.O.W. - Do it “Within One Week”!

For further information please contact: ALC Education, Inc. www.alc-education.co.jp Japan 03-5464-2815 Copyright Wiefling Consulting, LLC 2008 www.wiefling.com kimberly@wiefling.com USA 650 867 0847