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Understanding behaviour & how it impacts performance


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I believe we are born a certain style - a certain style of behaving which influences are ability to communicate and interact effectively with others. A strength overused or used in the wrong situation can become a weakness. Learn to modify your behavior to get a more positive result. .

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Understanding behaviour & how it impacts performance

  1. 1. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 11Put Your StrengthsPut Your StrengthsTo Work For YouTo Work For YouUnderstanding Behaviour &Understanding Behaviour &How it Impacts PerformanceHow it Impacts Performance
  2. 2. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 22AgendaAgenda Motivation Equation & AttitudeMotivation Equation & Attitude Self-Assessment: Dimensions ofSelf-Assessment: Dimensions ofBehaviourBehaviour Understanding Behaviour & How itUnderstanding Behaviour & How itImpacts PerformanceImpacts Performance TheThe ArtArt of Communicatingof Communicating The 5-Steps toThe 5-Steps to ActiveActive ListeningListening Developing Your Action PlanDeveloping Your Action Plan
  3. 3. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 33EQ vs. IQEQ vs. IQWorth Remembering …Worth Remembering …““We are being judged by a newWe are being judged by a newyardstick; not just how smart weyardstick; not just how smart weare, 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 handleourselves and each other.”ourselves and each other.”- Daniel Goleman Ph.D. Harvard- Daniel Goleman Ph.D. HarvardAuthor, Emotional IntelligenceAuthor, Emotional Intelligence
  4. 4. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 44Motivation is Inside OutMotivation is Inside OutWorth Remembering …Worth Remembering …““The common wisdom is that …The common wisdom is that …managers have to learn to motivatemanagers have to learn to motivatepeople. Nonsense – Employees bringpeople. Nonsense – Employees bringtheir own motivation”their own motivation”- Tom Peters- Tom Peters
  5. 5. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 55The Motivation EquationThe Motivation EquationPersonal NeedPersonal Need++Goal Directed Behaviour =Goal Directed Behaviour =WIIFMWIIFM
  6. 6. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 66AttitudeAttitude
  7. 7. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 77The Attitude ChallengeThe Attitude ChallengeQuestion:Question: Who is in control of your attitude?Who is in control of your attitude?
  8. 8. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 88Attitude is a ChoiceAttitude is a ChoiceWorth Remembering …Worth Remembering …““Everything can be taken away fromEverything can be taken away fromman 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 ofcircumstances, to choose one’s owncircumstances, to choose one’s ownway.”way.”-- Viktor FranklViktor Frankl* Mans Search For Ultimate Meaning* Mans Search For Ultimate Meaning
  9. 9. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 99The 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 withand interact with rate your attitude?and interact with rate your attitude?
  10. 10. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1010Letting Go & Moving OnLetting Go & Moving OnWorth Remembering …Worth Remembering …““Change what you can … influenceChange what you can … influencewhat you will … and give up the rest”what you will … and give up the rest”
  11. 11. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1111BehaviourBehaviour
  12. 12. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1212Understanding BehaviourUnderstanding BehaviourWorth Remembering …Worth Remembering …““Humans are the only creatures whoHumans are the only creatures whorefuse to be who they are.”refuse to be who they are.”- Albert Camus- Albert Camus
  13. 13. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1313What Do You See?What Do You See?
  14. 14. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1414Who Do You See?Who Do You See?
  15. 15. Perception or RealityPerception or RealityWorth Remembering …Worth Remembering …““We do not deal in reality onlyWe do not deal in reality onlyperception – theirs not yours. “perception – theirs not yours. “Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1515
  16. 16. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1616Why Behaviour?Why Behaviour?Behaviour is:Behaviour is: Observable 20%Observable 20% Situationally-basedSituationally-based FlexibleFlexible DynamicDynamic Based on yourBased on yourthoughts andthoughts andbeliefsbeliefs
  17. 17. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1717The Rules About OthersThe Rules About Others Different is justDifferent is justthat,that, Different.Different. There is richness inThere is richness indiversitydiversity By understandingBy understandingyourself betteryourself betteryou will learn toyou will learn tounderstand othersunderstand others
  18. 18. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1818DISC Behavioural StylesDISC Behavioural StylesAn Ah-Ha MomentAn Ah-Ha MomentAwarenessAwarenessBringsBringsEffectivenessEffectiveness
  19. 19. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 1919Different StrokesDifferent Strokes DominantDominant: Quick action, power and: Quick action, power andauthority, prestige and challenge.authority, prestige and challenge. InterpersonalInterpersonal: Entertaining, being: Entertaining, beingoptimistic, participating in a group.optimistic, participating in a group. SteadySteady: calm, patient, loyal, a good: calm, patient, loyal, a goodlistener, specialized skills.listener, specialized skills. ConscientiousConscientious: Attention to detail,: Attention to detail,very analytical, checks for accuracy.very analytical, checks for accuracy.
  20. 20. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2020Strengths Become WeaknessesStrengths Become Weaknesses D:D: who is good at directing andwho is good at directing anddeciding, may become autocratic.deciding, may become autocratic. I:I: who is good at promoting andwho is good at promoting andpersuading, may oversell.persuading, may oversell. S:S: who is steady and agreeable, maywho is steady and agreeable, maygive in despite their needs.give in despite their needs. C:C: who is good at analyzing andwho is good at analyzing andchecking, may become indecisive.checking, may become indecisive.
  21. 21. Preferred EnvironmentPreferred Environment Dominant:Dominant: Direct answers, freedom,Direct answers, freedom,many new and varied activitiesmany new and varied activities Interpersonal:Interpersonal: Popularity, socialPopularity, socialrecognition, gatherings outside workrecognition, gatherings outside work Steadiness:Steadiness: Status quo, predictableStatus quo, predictableroutines, minimal conflict, balanceroutines, minimal conflict, balance Conscientious:Conscientious: Cleary definedCleary definedexpectations, business atmosphereexpectations, business atmosphereBrian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2121
  22. 22. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2222Good Habits = Good ResultsGood Habits = Good ResultsWorth Remembering …Worth Remembering …““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 thethings you do the best.”things you do the best.”- Marva Collins- Marva Collins
  23. 23. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2323New BeginningsNew BeginningsCC – Commit to a new beginning– Commit to a new beginningHH –– Habits. Stop one, start anotherHabits. Stop one, start anotherAA –– Action not wordsAction not wordsNN –– Never give upNever give upGG –– Goal oriented. Set targetsGoal oriented. Set targetsEE –– Evaluate your planEvaluate your plan
  24. 24. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2424There are no Silver BulletsThere are no Silver BulletsChange the habit – change the resultChange the habit – change the result
  25. 25. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2525TheThe ArtArt ofofCommunicatingCommunicating
  26. 26. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2626TheThe ArtArt of Communicatingof CommunicatingWorth Remembering …Worth Remembering …““No one has ever harmed theirNo one has ever harmed theirstomach by swallowing evil wordsstomach by swallowing evil wordsunsaid.”unsaid.”- Sir Winston Churchill- Sir Winston Churchill
  27. 27. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2727TheThe ArtArt of Communicatingof CommunicatingQuestion:Question: On a percentage basis how much doOn a percentage basis how much doyou think we communicate by theyou think we communicate by theactual words we say?actual words we say?
  28. 28. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2828TheThe ArtArt of Communicatingof CommunicatingAnswer: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?”
  29. 29. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 2929TheThe ArtArt of Communicatingof CommunicatingWorth Remembering …Worth Remembering …““I know you believe you understandI know you believe you understandwhat you think I said, but I’m notwhat you think I said, but I’m notsure you realize that what you heardsure you realize that what you heardis not what I meant.”is not what I meant.”
  30. 30. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3030The 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 themessagemessage The receiver of the messageThe receiver of the message
  31. 31. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3131The Decoding ProcessThe Decoding Process1.1. Sensing or becoming aware of theSensing or becoming aware of themessage;message;2.2. Interpreting and understanding theInterpreting and understanding themeaning 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 anaction, changing a behaviour oraction, changing a behaviour orsending a message.sending a message.
  32. 32. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3232TheThe ArtArt of Communicatingof Communicating You cannotYou cannot notnot communicatecommunicate Whenever contact is madeWhenever contact is madecommunication occurscommunication occurs Meanings are in people not in wordsMeanings are in people not in words All types of communications areAll types of communications arereceived but 70 to 90% are screenedreceived but 70 to 90% are screenedout or changed by the receiver.out or changed by the receiver.
  33. 33. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3333TheThe ArtArt of Communicatingof CommunicatingWorth Remembering …Worth Remembering …““If the essence of communication isIf the essence of communication isto send the message and have itto send the message and have itreceived as it was intended; thenreceived as it was intended; thenyou must keep in mind that you’reyou must keep in mind that you’renot the most important person in thenot the most important person in theconversation.”conversation.”- Brian Smith- Brian Smith
  34. 34. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3434Green Light ResponseGreen Light Response OKOK HmmmHmmm I understandI understand Uh huhUh huh YesYes NodNod
  35. 35. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3535Yellow Light ResponseYellow Light Response Reflective Listening – “So if IReflective Listening – “So if Iunderstand you correctly, …”understand you correctly, …” ““Tell me more about …”Tell me more about …” Other probing questions which helpOther probing questions which helpyou to understand and which let theyou to understand and which let thereceiver knowreceiver know1.1. You’re interestedYou’re interested2.2. You’re actively listeningYou’re actively listening
  36. 36. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3636Red Light ResponseRed Light Response ““Based on what you’ve said, IBased on what you’ve said, Irecommend …. Would you like me torecommend …. Would you like me toproceed? (Gets a Yes or No andproceed? (Gets a Yes or No andpromotes 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 promotesdialogue)dialogue)
  37. 37. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3737ActiveActive ListeningListening
  38. 38. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3838ActiveActive ListeningListeningWorth Remembering …Worth Remembering …““We have two ears but only oneWe have two ears but only onemouth. Some people suggest that’smouth. Some people suggest that’sbecause we should spend twice asbecause we should spend twice asmuch time listening as opposed tomuch time listening as opposed totalking. Others suggest it’s becausetalking. Others suggest it’s becauselistening is twice as hard.”listening is twice as hard.”
  39. 39. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 3939ActiveActive ListeningListeningHow 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”
  40. 40. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4040ActiveActive ListeningListeningA recent survey revealed:A recent survey revealed: Individuals listen about 25% of theIndividuals listen about 25% of thetimetime Most people recall only 50% of whatMost people recall only 50% of whatthey hearthey hear 70% of all misunderstandings70% of all misunderstandingshappen because people do not listenhappen because people do not listento each otherto each other
  41. 41. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4141WeWe AllAll Suffer From Tune-OutSuffer From Tune-Out We have the ability to listen at a rateWe have the ability to listen at a rateof ___ 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?”
  42. 42. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4242Are You Listening?Are You Listening? Take out six letters and it will revealTake out six letters and it will reveala very popular word.a very popular word. What word did it reveal?What word did it reveal?SBXNIAELTASREANTSSBXNIAELTASREANTS
  43. 43. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4343Listening StylesListening StylesWhich one are you?Which one are you?1. The Presumer: Jumps toconclusions2. The Selective: Zeros in on a wordor phrase3. The Partial Attender: Focuses onwhat they are going to say.
  44. 44. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4444Good Listening HabitsGood Listening Habits1.1. Patience:Patience: Be patient with yourselfBe patient with yourselfand the speaker. Do not interrupt.and the speaker. Do not interrupt.2.2. Focus:Focus: Send verbal and non-verbalSend verbal and non-verbalcues to the sender.cues to the sender.3.3. Open-mindedness:Open-mindedness: Don’t becomeDon’t becomeemotional. React and respond toemotional. React and respond towhat is being said, not the speaker.what is being said, not the speaker.
  45. 45. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4545ActiveActive ListeningListeningWorth Remembering …Worth Remembering …““There is no such thing as a badThere is no such thing as a badlistener … There is only a person withlistener … There is only a person withinflexible listening habits.”inflexible listening habits.”- Doug Larson- Doug Larson
  46. 46. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 46465-Steps to5-Steps to ActiveActive ListeningListening Listen to understandListen to understandnot necessarily tonot necessarily toagreeagree Give the sender yourGive the sender yourfull attentionfull attention Ask questions forAsk questions forclarityclarity Summarize andSummarize andparaphraseparaphrase Tune into words,Tune into words,feelings and bodyfeelings and bodylanguage.language.
  47. 47. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4747Powerful CommunicationPowerful CommunicationStrategiesStrategiesWorth Remembering …Worth Remembering …““Wisdom is the reward you get for aWisdom is the reward you get for alifetime of listening.”lifetime of listening.”- Doug Larson- Doug Larson
  48. 48. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4848Adapt Your StyleAdapt Your StyleQuestion:Question: How can you communicateHow can you communicatemore effectively with a:more effectively with a: DominantDominant person?person? InteractiveInteractive person?person? SteadinessSteadiness person?person? ConscientiousConscientious person?person?
  49. 49. Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 4949Developing RelationshipsDeveloping RelationshipsLet’s GetLet’s Get FOCUSEDFOCUSED© on People© on PeopleFF –– Friendly: Smile and say helloFriendly: Smile and say helloOO –– Observant: Help people in needObservant: Help people in needCC –– Confident/Competent: Be a ProConfident/Competent: Be a ProUU –– Understanding: See it from their sideUnderstanding: See it from their sideSS –– Sincere: Be genuine – show interestSincere: Be genuine – show interestEE –– Energized: Be enthusiasticEnergized: Be enthusiasticDD –– Dependable: Mean what you sayDependable: Mean what you say
  50. 50. Thank YouThank YouDid you get your WIIFM?Did you get your WIIFM?Brian Smith-PLDBrian Smith-PLDhttp://briansmithpld.com 5050