The 12 Keys to Exceptional Face-to-Face Communication

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The 12 Keys to Exceptional Face-to-Face Communication

  1. 1. ©2008 J.W. Webb, Inc.
  2. 2. ©2008 J.W. Webb, Inc. An Introduction to Face-to-Face Communication
  3. 3. ©2008 J.W. Webb, Inc.
  4. 4. ©2008 J.W. Webb, Inc.
  5. 5. ©2008 J.W. Webb, Inc.
  6. 6. ©2008 J.W. Webb, Inc.
  7. 7. ©2008 J.W. Webb, Inc. What is Face-to-Face Communication?
  8. 8. ©2008 J.W. Webb, Inc. What Are the Face-to-Face Communication Responsibilities of Site Managers? Communicating a vision—providing direction Establishing performance and behavioral standards and expectations Reviewing work products of your direct reports Agreeing on a path forward Design or planning sessions 1:1 coaching sessions Communicating new policies, procedures and initiatives Interviewing a candidate for a position or role Onboarding a new team member List continued on next slide
  9. 9. ©2008 J.W. Webb, Inc. What Are the Face-to-Face Communication Responsibilities of Site Managers? (cont.) Proposing or selling an idea or concept Asking for feedback Pre-presenting a presentation Resolving a con ict Talking to a peer who isn't keeping commitments Talking to a colleague who is hoarding information or resources Giving an unfavorable performance review Giving the boss feedback about his or her behavior And others…
  10. 10. ©2008 J.W. Webb, Inc. What is the Current Site Communication Environment? Frequent reorganizations Highly matrixed organization Unclear accountabilities Continuous launch of new become better at everything initiatives Greater diversity than ever electronic communication Intense competitive pressure mediums do more with less people much before you do things (real or perceived)
  11. 11. ©2008 J.W. Webb, Inc. Behind the Numbers They Want More Feedback Employees value regular feedback from superiors. A 2006 study by Jack Morton Worldwide, found that 67% of employees are dissatisfied with the quality and frequency of feedback they get from their bosses. Of that number, 31% bluntly stated that their management doesn't communicate with them oen enough.
  12. 12. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication
  13. 13. ©2008 J.W. Webb, Inc.
  14. 14. ©2008 J.W. Webb, Inc.
  15. 15. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication SPOKEN WORD Hello Guten Tag Ciao Konnichiwa Ni Hao Hola Bonjour
  16. 16. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication PARALINGUISTICS Vocal tone Volume Inflection Pitch
  17. 17. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication CHRONEMICS Pace—verbal and non-verbal
  18. 18. ©2008 J.W. Webb, Inc. Ben Stein, Actor: As a Slow-Paced Economics Teacher in the Film “Ferris Bueller”
  19. 19. ©2008 J.W. Webb, Inc. What is the Impact of PACE in This Example? Mitch Jordan: 2006 All Around World Champion Rookie Auctioneer
  20. 20. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication FACIAL EXPRESSION
  21. 21. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication GESTURES
  22. 22. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication BODY LANGUAGE & POSTURE
  23. 23. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication OCULESICS (the role of eyes)
  24. 24. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication PROXEMICS (the amount of distance or space)
  25. 25. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication HAPTICS (touch)
  26. 26. ©2008 J.W. Webb, Inc. The Different Aspects of Face-to-Face Communication APPEARANCE Our choice of clothing (including color), hairstyles & other factors
  27. 27. ©2008 J.W. Webb, Inc. This Exceptional Communicator Connects with People Via Her Natural & Open Non-Verbal Messaging Oprah Winfrey leading a panel discussion on the state of healthcare in America
  28. 28. ©2008 J.W. Webb, Inc. The 12 Keys to Exceptional Face-to-Face Communication
  29. 29. ©2008 J.W. Webb, Inc. Development of the 12 Keys Began with the Identification of the Major Inherent Barriers Opposing Effective Interpersonal Communication Filtering (sender) Emotions / Mood Individual Perception / Value Judgment Defensiveness Information Overload Language / Jargon Cultural Di erences
  30. 30. ©2008 J.W. Webb, Inc. Prior to the Interaction
  31. 31. ©2008 J.W. Webb, Inc. Crystallize Your Aims
  32. 32. ©2008 J.W. Webb, Inc. Crystallize Your Aims It should all START HERE Do not pass go until your aims are clear
  33. 33. ©2008 J.W. Webb, Inc. Crystallize Your Aims (cont.) What are the one or more SPECIFIC topics? What are the desired SPECIFIC outcomes? What do I want the person to remember?
  34. 34. ©2008 J.W. Webb, Inc. What is the Overarching Aim of the Communication? Inform Persuade Clarify Motivate Explain Celebrate Direct Inquire/Seek Feedback Challenge Inspire Coach/ Instruct Praise
  35. 35. ©2008 J.W. Webb, Inc. Prepare a Strategic Approach
  36. 36. ©2008 J.W. Webb, Inc. Prepare a Strategic Approach What communication style and approach does the individual best respond to? Where should the communication take place? What are the timing considerations?
  37. 37. ©2008 J.W. Webb, Inc. Prepare a Strategic Approach (cont.) How will you develop share of mind?
  38. 38. ©2008 J.W. Webb, Inc. During the Interaction
  39. 39. ©2008 J.W. Webb, Inc. Align All of Your Verbal & Non-Verbal Messaging
  40. 40. ©2008 J.W. Webb, Inc. Align All of Your Verbal & Non-Verbal Messaging To Optimize Your Effectiveness, All Aspects of a Face-to-Face Interaction Need to Be Aligned
  41. 41. ©2008 J.W. Webb, Inc.
  42. 42. ©2008 J.W. Webb, Inc. NEGATIVE Non-Verbal Signals These are often perceived as negative: 1. Fidgeting 2. Fiddling with pens, etc. 3. Checking e-mail 4. Rolling your eyes 5. Glancing at your watch 6. Yawning 7. Doing things other than being focused in the discussion
  43. 43. ©2008 J.W. Webb, Inc. POSITIVE Non-Verbal Signals These are often perceived as positive: 1. Steady eye contact 2. Smiles, nods 3. Changing expressions 4. Eliminating background distractions 5. Not allowing interruptions 6. Actively listening
  44. 44. ©2008 J.W. Webb, Inc.
  45. 45. ©2008 J.W. Webb, Inc. Actively Listen
  46. 46. ©2008 J.W. Webb, Inc.
  47. 47. ©2008 J.W. Webb, Inc. Actively Listen Pay attention! Non-verbal trumps verbal Check for mutual understanding
  48. 48. ©2008 J.W. Webb, Inc. Create the Desired Mood
  49. 49. ©2008 J.W. Webb, Inc. What is Mood and Why Does It Matter?
  50. 50. ©2008 J.W. Webb, Inc. Serious Cheerful Humorous Anxious Tense Energetic Relaxed Bewildered Urgent Pleasant Calm Uncomfortable Annoyed
  51. 51. ©2008 J.W. Webb, Inc. Mood profoundly impacts receptivity and perspective +/–
  52. 52. ©2008 J.W. Webb, Inc. Choose the approach that will best lead to the desired result: Formal or Informal Fast-paced or Deliberate Macro or Micro Direct or Indirect Directive or Collaborative Other
  53. 53. ©2008 J.W. Webb, Inc. Clearly Articulate the Topics & Objectives
  54. 54. ©2008 J.W. Webb, Inc. Clearly Articulate the Topics & Objectives START THE COMMUNICATION HERE
  55. 55. ©2008 J.W. Webb, Inc. Clearly Articulate the Topics & Objectives (cont.) Clearly and succinctly articulate the one or more SPECIFIC topics Clearly and succinctly articulate the one or more SPECIFIC objectives Confirm that topics and objectives are understood
  56. 56. ©2008 J.W. Webb, Inc. Establish Context
  57. 57. ©2008 J.W. Webb, Inc. To the degree that’s necessary to achieve your aims— set the stage for the rest of the communication by providing CONTEXT for the topics
  58. 58. ©2008 J.W. Webb, Inc. CONTEXT Significantly Aids the Other Person’s Ability to Efficiently & Accurately Process the Information ey Are Receiving
  59. 59. ©2008 J.W. Webb, Inc. How Much Context is Needed? 1. Enough information for the individual to sufficiently understand the topic environment 2. Enough information to prepare the individual to respond in accordance with your aims
  60. 60. ©2008 J.W. Webb, Inc. Communicate the Main Points
  61. 61. ©2008 J.W. Webb, Inc. Communicate the Main Points Follow a coherent path THIS NOT THIS
  62. 62. ©2008 J.W. Webb, Inc. Communicate the Main Points (cont.) Don’t assume anything Stay on message—don’t diffuse or cloud the communication Leave no doubt as to what you mean
  63. 63. ©2008 J.W. Webb, Inc.
  64. 64. ©2008 J.W. Webb, Inc.
  65. 65. ©2008 J.W. Webb, Inc. Guard Your CREDIBILITY
  66. 66. ©2008 J.W. Webb, Inc.
  67. 67. ©2008 J.W. Webb, Inc.
  68. 68. ©2008 J.W. Webb, Inc.
  69. 69. ©2008 J.W. Webb, Inc. Credible = Believable = Trustworthy = Persuasive = Influential
  70. 70. ©2008 J.W. Webb, Inc. Credibility paves the way for authentic interactions, free from the noise and clutter that results when it’s lacking
  71. 71. ©2008 J.W. Webb, Inc.
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  73. 73. ©2008 J.W. Webb, Inc. Maintain Emotional Balance
  74. 74. ©2008 J.W. Webb, Inc.
  75. 75. ©2008 J.W. Webb, Inc. When caught up in a difficult conversation, it's difficult to comprehend what's really going on and why. When a discussion turns stressful, we oen end up doing the opposite of what works.
  76. 76. ©2008 J.W. Webb, Inc. What is Your Communication Style Under Stress? SILENCE VIOLENCE Masking Controlling Avoiding Labeling Withdrawing Attacking From the book Crucial Conversations
  77. 77. ©2008 J.W. Webb, Inc. Maintain Emotional Balance Stay focused on your objectives Be non-defensive Be respectful Practice self-control Practice objectivity Make it safe
  78. 78. ©2008 J.W. Webb, Inc. Accepting Criticism 1. Listen with an open mind 2. Park your ego outside the discussion 3. Don't react defensively 4. Restate the criticism you think you hear 5. Ask clarifying questions 6. Don't raise your voice
  79. 79. ©2008 J.W. Webb, Inc. If you develop the habit of graciously accepting constructive criticism from others you will reap TREMENDOUS REWARDS
  80. 80. ©2008 J.W. Webb, Inc.
  81. 81. ©2008 J.W. Webb, Inc. Make Real-Time Adjustments Continuously evaluate your effectiveness vs. your objectives If it’s not working—adjust your approach at any moment and in any way that you deem best
  82. 82. ©2008 J.W. Webb, Inc.
  83. 83. ©2008 J.W. Webb, Inc. Connect the Dots & Finish What You Started Make important connections between elements of the communication Tie it all together into a coherent package (summarize) Ensure mutual understanding of critical outcomes Get confirmation of whether you’ve achieved your objectives
  84. 84. ©2008 J.W. Webb, Inc. A Chronology of an Effective Communication Event
  85. 85. ©2008 J.W. Webb, Inc.
  86. 86. ©2008 J.W. Webb, Inc. IN SUMMARY Be Purposeful Be Strategic Be Authentic Be Present Listen Actively Stay the Course
  87. 87. ©2008 J.W. Webb, Inc. How Can the 12 Keys Help You Overcome the Inherent Barriers to Effective Communication? Filtering (sender) Defensiveness Information Overload Emotions / Mood Language / Jargon Individual Perception / Value Judgment
  88. 88. ©2008 J.W. Webb, Inc. Beyond Being an Exceptional Communicator, What Are the Benefits of Practicing the 12 Keys? For you For the overall organization
  89. 89. ©2008 J.W. Webb, Inc.
  90. 90. ©2008 J.W. Webb, Inc.

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