Understanding behaviour & how it impacts performance

Brian Smith-PLDBrian Smith-PLD
http://briansmithpld.comhttp://briansmithpld.com 11
Put Your StrengthsPut Your Strengths
To Work For YouTo Work For You
Understanding Behaviour &Understanding Behaviour &
How it Impacts PerformanceHow it Impacts Performance

AgendaAgenda
 Motivation Equation & AttitudeMotivation Equation & Attitude
 Self-Assessment: Dimensions ofSelf-Assessment: Dimensions of
BehaviourBehaviour
 Understanding Behaviour & How itUnderstanding Behaviour & How it
Impacts PerformanceImpacts Performance
 TheThe ArtArt of Communicatingof Communicating
 The 5-Steps toThe 5-Steps to ActiveActive ListeningListening
 Developing Your Action PlanDeveloping Your Action Plan

EQ vs. IQEQ vs. IQ
Worth Remembering …Worth Remembering …
““We are being judged by a newWe are being judged by a new
yardstick; not just how smart weyardstick; not just how smart we
are, or by our training and expertise,are, or by our training and expertise,
but also by how well we handlebut also by how well we handle
ourselves and each other.”ourselves and each other.”
- Daniel Goleman Ph.D. Harvard- Daniel Goleman Ph.D. Harvard
Author, Emotional IntelligenceAuthor, Emotional Intelligence

Motivation is Inside OutMotivation is Inside Out
““The common wisdom is that …The common wisdom is that …
managers have to learn to motivatemanagers have to learn to motivate
people. Nonsense – Employees bringpeople. Nonsense – Employees bring
their own motivation”their own motivation”
- Tom Peters- Tom Peters

The Motivation EquationThe Motivation Equation
Personal NeedPersonal Need
++
Goal Directed Behaviour =Goal Directed Behaviour =
WIIFMWIIFM

AttitudeAttitude

The Attitude ChallengeThe Attitude Challenge
Question:Question:
 Who is in control of your attitude?Who is in control of your attitude?

Attitude is a ChoiceAttitude is a Choice
““Everything can be taken away fromEverything can be taken away from
man but one thing – to choose –man but one thing – to choose –
one’s attitude in a given set ofone’s attitude in a given set of
circumstances, to choose one’s owncircumstances, to choose one’s own
way.”way.”
-- Viktor FranklViktor Frankl
* Mans Search For Ultimate Meaning* Mans Search For Ultimate Meaning

The Attitude ChallengeThe Attitude Challenge
 Everybody has oneEverybody has one
 No two are exactly the sameNo two are exactly the same
 It’s 100% in your controlIt’s 100% in your control
 It’s a matter of choiceIt’s a matter of choice
 How would the people you work withHow would the people you work with
and interact with rate your attitude?and interact with rate your attitude?

Letting Go & Moving OnLetting Go & Moving On
““Change what you can … influenceChange what you can … influence
what you will … and give up the rest”what you will … and give up the rest”

BehaviourBehaviour

Understanding BehaviourUnderstanding Behaviour
““Humans are the only creatures whoHumans are the only creatures who
refuse to be who they are.”refuse to be who they are.”
- Albert Camus- Albert Camus

What Do You See?What Do You See?

Who Do You See?Who Do You See?

Perception or RealityPerception or Reality
““We do not deal in reality onlyWe do not deal in reality only
perception – theirs not yours. “perception – theirs not yours. “

Why Behaviour?Why Behaviour?
Behaviour is:Behaviour is:
 Observable 20%Observable 20%
 Situationally-basedSituationally-based
 FlexibleFlexible
 DynamicDynamic
 Based on yourBased on your
thoughts andthoughts and
beliefsbeliefs

The Rules About OthersThe Rules About Others
 Different is justDifferent is just
that,that, Different.Different.
 There is richness inThere is richness in
diversitydiversity
 By understandingBy understanding
yourself betteryourself better
you will learn toyou will learn to
understand othersunderstand others

DISC Behavioural StylesDISC Behavioural Styles
An Ah-Ha MomentAn Ah-Ha Moment
AwarenessAwareness
BringsBrings
EffectivenessEffectiveness

Different StrokesDifferent Strokes
 DominantDominant: Quick action, power and: Quick action, power and
authority, prestige and challenge.authority, prestige and challenge.
 InterpersonalInterpersonal: Entertaining, being: Entertaining, being
optimistic, participating in a group.optimistic, participating in a group.
 SteadySteady: calm, patient, loyal, a good: calm, patient, loyal, a good
listener, specialized skills.listener, specialized skills.
 ConscientiousConscientious: Attention to detail,: Attention to detail,
very analytical, checks for accuracy.very analytical, checks for accuracy.

Strengths Become WeaknessesStrengths Become Weaknesses
 D:D: who is good at directing andwho is good at directing and
deciding, may become autocratic.deciding, may become autocratic.
 I:I: who is good at promoting andwho is good at promoting and
persuading, may oversell.persuading, may oversell.
 S:S: who is steady and agreeable, maywho is steady and agreeable, may
give in despite their needs.give in despite their needs.
 C:C: who is good at analyzing andwho is good at analyzing and
checking, may become indecisive.checking, may become indecisive.

Preferred EnvironmentPreferred Environment
 Dominant:Dominant: Direct answers, freedom,Direct answers, freedom,
many new and varied activitiesmany new and varied activities
 Interpersonal:Interpersonal: Popularity, socialPopularity, social
recognition, gatherings outside workrecognition, gatherings outside work
 Steadiness:Steadiness: Status quo, predictableStatus quo, predictable
routines, minimal conflict, balanceroutines, minimal conflict, balance
 Conscientious:Conscientious: Cleary definedCleary defined
expectations, business atmosphereexpectations, business atmosphere

Good Habits = Good ResultsGood Habits = Good Results
““Excellence is not an act but a habit.Excellence is not an act but a habit.
The things you do the most are theThe things you do the most are the
things you do the best.”things you do the best.”
- Marva Collins- Marva Collins

New BeginningsNew Beginnings
CC – Commit to a new beginning– Commit to a new beginning
HH –– Habits. Stop one, start anotherHabits. Stop one, start another
AA –– Action not wordsAction not words
NN –– Never give upNever give up
GG –– Goal oriented. Set targetsGoal oriented. Set targets
EE –– Evaluate your planEvaluate your plan

There are no Silver BulletsThere are no Silver Bullets
Change the habit – change the resultChange the habit – change the result

TheThe ArtArt ofof
CommunicatingCommunicating

TheThe ArtArt of Communicatingof Communicating
““No one has ever harmed theirNo one has ever harmed their
stomach by swallowing evil wordsstomach by swallowing evil words
unsaid.”unsaid.”
- Sir Winston Churchill- Sir Winston Churchill

Question:Question:
 On a percentage basis how much doOn a percentage basis how much do
you think we communicate by theyou think we communicate by the
actual words we say?actual words we say?

Answer:Answer:
1.1. Actual Words _____ %Actual Words _____ %
2.2. Voice Tonality _____ %Voice Tonality _____ %
3.3. Body Language _____ %Body Language _____ %
* Based on the work of Dr. Ralph Nichols – “Are You Listening?”* Based on the work of Dr. Ralph Nichols – “Are You Listening?”

““I know you believe you understandI know you believe you understand
what you think I said, but I’m notwhat you think I said, but I’m not
sure you realize that what you heardsure you realize that what you heard
is not what I meant.”is not what I meant.”

The Communication ProcessThe Communication Process
 The sender of the messageThe sender of the message
 The message itselfThe message itself
 The channel used to deliver theThe channel used to deliver the
messagemessage
 The receiver of the messageThe receiver of the message

The Decoding ProcessThe Decoding Process
1.1. Sensing or becoming aware of theSensing or becoming aware of the
message;message;
2.2. Interpreting and understanding theInterpreting and understanding the
meaning and purpose;meaning and purpose;
3.3. Evaluating to respond or act upon;Evaluating to respond or act upon;
4.4. Responding by performing anResponding by performing an
action, changing a behaviour oraction, changing a behaviour or
sending a message.sending a message.

 You cannotYou cannot notnot communicatecommunicate
 Whenever contact is madeWhenever contact is made
communication occurscommunication occurs
 Meanings are in people not in wordsMeanings are in people not in words
 All types of communications areAll types of communications are
received but 70 to 90% are screenedreceived but 70 to 90% are screened
out or changed by the receiver.out or changed by the receiver.

““If the essence of communication isIf the essence of communication is
to send the message and have itto send the message and have it
received as it was intended; thenreceived as it was intended; then
you must keep in mind that you’reyou must keep in mind that you’re
not the most important person in thenot the most important person in the
conversation.”conversation.”
- Brian Smith- Brian Smith

Green Light ResponseGreen Light Response
 OKOK
 HmmmHmmm
 I understandI understand
 Uh huhUh huh
 YesYes
 NodNod

Yellow Light ResponseYellow Light Response
 Reflective Listening – “So if IReflective Listening – “So if I
understand you correctly, …”understand you correctly, …”
 ““Tell me more about …”Tell me more about …”
 Other probing questions which helpOther probing questions which help
you to understand and which let theyou to understand and which let the
receiver knowreceiver know
1.1. You’re interestedYou’re interested
2.2. You’re actively listeningYou’re actively listening

Red Light ResponseRed Light Response
 ““Based on what you’ve said, IBased on what you’ve said, I
recommend …. Would you like me torecommend …. Would you like me to
proceed? (Gets a Yes or No andproceed? (Gets a Yes or No and
promotes dialogue)promotes dialogue)
 ““Am I making myself clear?” orAm I making myself clear?” or
“Have I explained that properly?”“Have I explained that properly?”
(Gets a Yes or No and promotes(Gets a Yes or No and promotes
dialogue)dialogue)

ActiveActive ListeningListening

““We have two ears but only oneWe have two ears but only one
mouth. Some people suggest that’smouth. Some people suggest that’s
because we should spend twice asbecause we should spend twice as
much time listening as opposed tomuch time listening as opposed to
talking. Others suggest it’s becausetalking. Others suggest it’s because
listening is twice as hard.”listening is twice as hard.”

How we communicate:How we communicate:
 9% Writing9% Writing
 16% Reading16% Reading
 35% Talking35% Talking
 40% Listening40% Listening
* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening”* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening”

A recent survey revealed:A recent survey revealed:
 Individuals listen about 25% of theIndividuals listen about 25% of the
timetime
 Most people recall only 50% of whatMost people recall only 50% of what
they hearthey hear
 70% of all misunderstandings70% of all misunderstandings
happen because people do not listenhappen because people do not listen
to each otherto each other

WeWe AllAll Suffer From Tune-OutSuffer From Tune-Out
 We have the ability to listen at a rateWe have the ability to listen at a rate
of ___ to ___ words per minute.of ___ to ___ words per minute.
 We can speak at a rate of ___ to ___We can speak at a rate of ___ to ___
words per minute.words per minute.
 That means we can tune-out up toThat means we can tune-out up to
___ words per minute.___ words per minute.
* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening?”* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening?”

Are You Listening?Are You Listening?
 Take out six letters and it will revealTake out six letters and it will reveal
a very popular word.a very popular word.
 What word did it reveal?What word did it reveal?
SBXNIAELTASREANTSSBXNIAELTASREANTS

Listening StylesListening Styles
Which one are you?Which one are you?
1. The Presumer: Jumps to
conclusions
2. The Selective: Zeros in on a word
or phrase
3. The Partial Attender: Focuses on
what they are going to say.

Good Listening HabitsGood Listening Habits
1.1. Patience:Patience: Be patient with yourselfBe patient with yourself
and the speaker. Do not interrupt.and the speaker. Do not interrupt.
2.2. Focus:Focus: Send verbal and non-verbalSend verbal and non-verbal
cues to the sender.cues to the sender.
3.3. Open-mindedness:Open-mindedness: Don’t becomeDon’t become
emotional. React and respond toemotional. React and respond to
what is being said, not the speaker.what is being said, not the speaker.

““There is no such thing as a badThere is no such thing as a bad
listener … There is only a person withlistener … There is only a person with
inflexible listening habits.”inflexible listening habits.”
- Doug Larson- Doug Larson

5-Steps to5-Steps to ActiveActive ListeningListening
 Listen to understandListen to understand
not necessarily tonot necessarily to
agreeagree
 Give the sender yourGive the sender your
full attentionfull attention
 Ask questions forAsk questions for
clarityclarity
 Summarize andSummarize and
paraphraseparaphrase
 Tune into words,Tune into words,
feelings and bodyfeelings and body
language.language.

Powerful CommunicationPowerful Communication
StrategiesStrategies
““Wisdom is the reward you get for aWisdom is the reward you get for a
lifetime of listening.”lifetime of listening.”
- Doug Larson- Doug Larson

Adapt Your StyleAdapt Your Style
Question:Question: How can you communicateHow can you communicate
more effectively with a:more effectively with a:
 DominantDominant person?person?
 InteractiveInteractive person?person?
 SteadinessSteadiness person?person?
 ConscientiousConscientious person?person?

Developing RelationshipsDeveloping Relationships
Let’s GetLet’s Get FOCUSEDFOCUSED© on People© on People
FF –– Friendly: Smile and say helloFriendly: Smile and say hello
OO –– Observant: Help people in needObservant: Help people in need
CC –– Confident/Competent: Be a ProConfident/Competent: Be a Pro
UU –– Understanding: See it from their sideUnderstanding: See it from their side
SS –– Sincere: Be genuine – show interestSincere: Be genuine – show interest
EE –– Energized: Be enthusiasticEnergized: Be enthusiastic
DD –– Dependable: Mean what you sayDependable: Mean what you say

Thank YouThank You
Did you get your WIIFM?Did you get your WIIFM?

Understanding behaviour & how it impacts performance

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