Catherine Brinkman talks on: Communicating beyond the 0s and 1s

1. Communicating Beyond the 0s and 1s

2. Thinking of the tasks you did this week, how many of them do you
wish you could have someone else do?
Why?

4. What We Will Cover
• Selling the value of new AI/ML applications to your team
• Fundamentals of communication
• Bridging generations - both boomers through Gen Z with new
release and legacy technology
• How AI/ML will help your workforce put a customer focus first again
• Why embracing change is a huge win for the people side of
business.

5. 1. Focus on critical thinking
2. Fewer to zero errors
3. Help improve NPS/CSAT/VOC scores
Selling the value of new AI/ML applications to your team

6. •Fundamentals of Communication
Analytical Driver
Amiable Expressor

7. Fundamentals of Communication
• Establish rapport based on style
• Spend time on what is comfortable for the individual
• Use pacing and appropriate language
• Be conscious of time
• Adopt a welcoming style

8. Fundamentals of Communication
Empathetic
Listening
Listening to
Understand
Listen to
Learn
Listen to
Respond
Pretend to
Listen
LISTENING
LEVEL

9. Bridging Generations
Music
Assembly line
Automobiles
Boomers Gen X
Millennials Gen Z
Music
Assembly line
Automobiles
Music
Assembly line
Automobiles
Music
Assembly line
Automobiles

10. Bridging Generations
The
Triangle
of Success
Knowledge

11. Bridging Generations
The
Triangle
of Success
Knowledge
What knowledge is necessary to communicate
effectively in a diverse work environment?
What skills are necessary to
communicate effectively in a
diverse work environment?
What attitudes are needed to
communicate effectively in a
diverse work environment?

12. Bridging Generations
Be interested in
generational
differences
Know your own
generation
Know other
generations
Avoid holding
grudges
Criteria for
Success
Have positive
feelings toward
different
generations
Focus attention on
thinking, feelings,
and behavior
Recognize how our
perceptions impact
our encounters
Be aware of the
impact of our
behavior on other
generations

13. Human
Relations
Principles
1. Don’t criticize, condemn, or complain.
2. Give honest, sincere appreciation.
3. Arouse in the other person an eager want.
4. Become genuinely interested in other people.
5. Smile.
6. Remember that person’s name is to that person the
sweetest and most important sound in any
language.
7. Be a good listener. Encourage others to talk about
themselves.
8. Talk in terms of the other person’s interests.
9. Make the other person feel important – and do it
sincerely.

14. 1. Get all the facts.
2. Address the situation promptly and privately.
3. Focus on the act or behavior, not the person.
4. Give the person a genuine compliment first.
5. Empathize. Reveal your own similar mistakes and what you did to correct them.
6. Check your intentions.
7. Use your human relations skills - do not give orders, make suggestions.
8. Show the benefit of changing the behavior.
9. End on a friendly note and agree on how to move forward.
Bridging Generations

15. 1. Creating an Experience
2. Competition
3. NPS/CSAT/VOC
4. Social Media
5. Increased Market Share
Customer Focus

16. Embracing Change
Integrating
Accepting
Exploring
Testing
Letting Go
Depression
Bargaining
Confusion
Anger
Disbelief
Denial
Shock

17. 1. It’s a bargain.
2. It creates repeat business.
3. It builds goodwill.
4. It creates loyal customers.
5. It improves employee morale.
6. It makes it harder on the competition.
Embracing Change

18. 1. Don’t criticize, condemn, or complain.
2. Give honest, sincere appreciation.
3. Arouse in the other person an eager want.
4. Become genuinely interested in other people.
5. Smile.
6. Remember that a person’s name is to that person the sweetest and most
important sound in any language.
7. Be a good listener. Encourage others to talk about themselves.
8. Talk in terms of the other person’s interests.
9. Make the other person feel important – and do it sincerely.
10. Let the other person do a great deal of the talking
11. Try honestly to see things from the other person’s point of view
12. Be sympathetic with the other person’s ideas and desires
Embracing Change
Empathize
and
cushion

19. Embracing Change
Use the
Restore &
Retain
Equation
Respond
Emotional
An Extra
Restore
and Retain

20. Embracing Change
Cross Selling – what is it?
Offering additional items that add
value to the customer by supporting
their original purchases.
Upselling – what is it?
Offering higher level solutions that
increase customer value in place of
their original buying consideration.

21. Embracing Change

22. When you embrace changes in technology, in what
ways will it help you focus on building more meaning
relationships at work?
Communicating Beyond the 0s and 1s

23. A Parting
Thought
“We all have possibilities we don't know
about. We can do things we don't even dream
we can do.”
— Dale Carnegie

24. Catherine Brinkman
VP of Client Experience OH/KY/IN
650-346-9111
Catherine.brinkman@dalecarnegie.com
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