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  1. 1. CommunicationSpeaking with Purpose
  2. 2. Why we are here…Write down your answers to the following questions:• What are the top 3 reasons you come to work each day?• What motivates you to want to be in leadership?• Write down the name of a co-worker you enjoy working with: – Describe them in 3 words – If you had to guess, how would you think they’d describe you?• Write down the name of a co-worker present/past that you didn’t like working with: – How did they make you feel?• Write down the name of the worst boss you ever had – Name 3 reasons they were bad bosses
  3. 3. Rank Yourself• Exceptional : you can motivate, inspire and convince people to do just about anything you want them to by using superior listening and communicating skills. You jump off the bridge and they are coming with you.• Exceeds: you know how to “business speak” and you can motivate people but you still struggle sometimes with speaking to authorative figures as articulatly as you’d want to.• Meets: you are professional and people like you. You have average writing skills.• Development Needed: you don’t always know what to say. You struggle with public speaking, motivating and/or language barriers
  4. 4. Communication Opportunities1). Your boss keeps going directly to your employees and making dealsand/or changing policies without telling you2). Your boss decides to fire a top performer of yours who transferred anon-qualified call. You know that it was an innocent mistake and that theCSR should not be let go3). Your peer keeps disagreeing with everything you suggest in meetings.They do this in front of employees, peers, clients and Sr. Leadership4). Your employee rolls their eyes everytime you speak5). You feel like you should have received credit for a suggestion that yourboss took and delivered as their own
  5. 5. Speaking with Purpose
  6. 6. Know Your Place, and their’s tooThere is a difference between standing out as an ambitious go getter andappearing cocky or insubordinate.Know your roll. There is nothing more desirable than an rock star who doesn’tknow they are a rock star.The most important part of knowing your place is knowing what you can andcan’t make blunt decisions on.“You need to take this seriously. This can cost us millions”• “If you don’t give me this raise, I’m going to walk and take people with me”• “I’ll just tell the owner if you don’t do this”
  7. 7. First ImpressionsHow important are First Impressions? First Impressions Verbal Physical 93%
  8. 8. First Impressions• Watch what you wear. First impressions are formed within 7 to 17 seconds of meeting someone and 55% of a person’s opinion is driven by physical appearance. Dress conservatively when meeting for the first time, even if you’re in a “creative” office environment.• Edit your body language. 93% of our judgment of others is based on non- verbal input. Watch your posture when standing and sitting. Use a firm hand shake. Maintain eye contact. Sitting too casually says you don’t care. Crossing your arms says you’re bored. Every so often, check how you’re positioned–and make necessary adjustments.rfumes, hair styles and shoes that call attention to themselves.
  9. 9. First Impressions• Watch what you say. Words also make powerful first impressions–in fact, 7% of what we think of people is based on what they say. Before your first meeting, decide how you want to come across– confident, optimistic, innovative. Then list the words that convey these traits and keep them at the ready to use in conversation.• Use the other person’s name. A study of personalized marketing showed that addressing prospects by name increased response 36%! Use the other person’s name as soon as you learn it and repeat it throughout the conversation. Afterwards, write them a note mentioning everyone you met by name. Getting people’s names right makes them want to connect with you.
  10. 10. First Impressions• Use an appealing tone of voice. 38% of a person’s first impression is determined by your tone of voice. Getting the right tone of voice isn’t easy–you may want to be confident but not brash, enthusiastic but still relaxed, focused but not obsessed. Listen to yours and others’ tone of voice and practice speaking in a tone that reflects how you want to be regarded.• Be on time. The way to never be late is to always plan on being 15 minutes early. You’ll need that 15 minutes if you get lost or stuck in traffic. And when you do get there early, you can use the extra time to collect your thoughts about what you’re going to do to make that lasting first impression.• Bring printed materials. If it’s appropriate, have on hand printed copies of resumes, proposals, statistics, case studies and business cards.
  11. 11. First Impressions• Put the focus on THEM. You’ll come off as self-centered if you talk too much about yourself. Before you meet, write down all the things you want to know about the other person–their goals, needs, where they’re at now. You don’t have to go deep the first meeting; just show interest in making a connection.• Listen well. Time and again, studies show listening is one of the top skills needed for business success. On average, people only retain 50% of what they hear. Focus on doing better than that. Listening well makes it easy to keep the conversation going. Comment on what the other person says. Ask follow up questions.
  12. 12. First Impressions• Research them. Find out as much as you can about the person you want to impress before you meet them. If you can ask intelligent questions, it shows you have some understanding about their situation and makes a very positive first impression. Check out social media to find mutual interests or friends that will spark instant chemistry.• Watch the jokes. People’s response to humor varies, so skip anything controversial or sarcastic. Save the jokes for later when you know the person’s sensitivities.• Relax! Be at ease and be yourself. Let the other person know the real you, a person far more appealing than someone who’s stressed out trying to make a great first impression. Before your meeting, do something you like–listen to music, go to the gym. Give yourself a pep talk or call a friend for support. And if something trips you up in the meeting, don’t panic. Just pause, take a breath and continue. Never assume you’re blowing it–you really don’t know what the other person is thinking!
  13. 13. The Power of PositiveThe Eternal Optimist w/ a Touch of Realist, but mostly optimist…• Problems with solutions – Even better Opportunities with Cash Effective Savings• Praise everywhere it is deserved• Use Can and Will statements: – I can do that! – I will take care of it!
  14. 14. REALITY
  15. 15. RealityWhat You Want To Say:• This plan will NEVER work• You are competent• You don’t get how this process works• Yes, except that will cost 5x’s more than it would my way• You need to take this more seriously• If you don’t do this I will quit• I am smarter than you• Just let me do my job• Stop micromanaging me
  16. 16. How to Take Reality into Your Own Hands
  17. 17. C.A.P.S.Catch, Asorb, Perfect, Send BackCatch: in business you are going to hear thingsyou disagree with, don’t like, aren’t true and aresometimes insulting or hurtful. Step one is tohear it with out an immediate physical oremotional response.Absorb: remove feelings from these words.What are they REALLY saying and why are theysaying it? What is their “Get”
  18. 18. C.A.P.S.Catch, Asorb, Perfect, Send BackPerfect: think about the best way to phrase yourresponse to do the following: A. Let them know you hear them B. Make them see you value them C. Get your point across in a non-threatening way
  19. 19. C.A.P.S.Catch, Asorb, Perfect, Send BackSend Back: respond back with professionalism,empathy, understanding and everything theyweren’t expecting.
  20. 20. Get Buy InsSales 101, Get them to say yes!:• I am sure we can both agree that….• You had mentioned once that…• You had a really good idea once about….• Remember that really awesome _____ you did? This is kind of a play off of that• You are such an ethical person and I love your vision for this project, do you think this falls inline with our company’s business direction?
  21. 21. Let’s See it WorkReality: This plan will NEVER workCatch: I see where you are coming from. Or “Gotit” or “Makes Sense” or “I hear you”Absorb: Terrible plan but they put thought andeffort into it and want to fix a problem.Perfect: My plan is way better. Let’s merge thestart of theirs with the better plan
  22. 22. Let’s See it WorkSend Back: I really like how you added thecustomer retention factor to the program. Ithink that mixed with a base increase andrecogntion plan would save the company a lot ofmoney. I would love to work with you on aformal proposal.
  23. 23. VerbiageUse this, not that:• “clearly you don’t” – I can see how it might look like that. On the other hand I’m sure you can see how…• “That is unacceptable” – I am sure we can both agree that this isn’t the most effective way to..• “There is no way that will work” – I can see the benefits of that. The only question I have is how will that affect _____________?• “I can’t do that” – I can do that. All I need is a little direction how to….
  24. 24. RealityWhat You Want To Say:• You are incompetent• You don’t get how this process works• Yes, except that will cost 5x’s more than it would my way• You need to take this more seriously• If you don’t do this I will quit• I am smarter than you• Just let me do my job• Stop micromanaging me• I am right and you are wrong
  25. 25. Communication w/Direct Reports• Employees should feel like you are approachable and competent• Remember, your opinion and words are very important to employees• Be sensitive• Praise in Public, Punish in PrivateUse CAPS here even more sensitively.1. Sensitive Top Performer keeps wandering from their desk2. Top performer is in 1st place but won’t stop playing online3. Low performer is recruiting employees out4. Average performer isn’t trying hard5. Top Performer has an attendance issue6. Low performer receives an autofail
  26. 26. Communication w/Peers• Peers need to know that you are an advocate for them• Building competence and leading or inspiring them is an added perk• Remember peers won’t always be peersExample:• Peer isn’t holding their share of the daily reporting up that you need to do your job• Peer is talking negatively about Sr. Management to you and their employees• Peer is talking trying to find out from you how much you are paid
  27. 27. Communication w/ManagerHere’s the truth. You aren’t going to like it. But it’s the truth. Your boss isnever wrong. “WHAT?” NEVER?Well, they are never wrong in their mind. Whose job is it to tell them they arewrong?YOURS!!!!Use C.A.P.S. to phrase your ideas while validating theirs
  28. 28. Communication w/Sr. Management• Sr. Level Managers have the least amount of emotional intelligence. They are busy and want quick and concise feedback.• Let them catch you doing things right.• Be positive, honest, humble and effective (CAPS)• Be extra careful to speak with presence• Think about making an impression – Mr. Smith, so great seeing you again. I just had a quick question, I see we are up 40% this month in productivity after the new product launch where do you see us in the next 90 days?
  29. 29. Written CommunicationsWhat are some challenges with written communications?• You can’t tell people’s tone• Different types of writing styles mean different THINGS TO DIFFERENT PEOPLE• Reponse times vary “Why are they ignoring me?”Because of this is it is extra important that you add additional positiveverbiage and that you NEVER angry send an email!!!
  30. 30. DON’T DO IT!Items to avoid with communication:1) Entitlement: I have been here longer than her… I deserved that award2) Argumentative: know one should ever know you disagreed3) Arrogance: I’m the only one here that can actually close a deal4) Silence: I have nothing nice to say so I’m not saying anything at all
  31. 31. Motivate, Influence but don’t ManipulateRemember there is a difference between rephrashing your words andmanipulating people.Inspiring is searching for good in everything, recognizing it and redirecting toa solution you believe is more effective.