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High-performance
communication
Photo: Andres Rueda
Ed Batista, June 2013
www.edbatista.com
Suspension
of belief…
Photo: sethoscope [link]
More at www.edbatista.com/2012/02/suspension-of-belief.html
…& taking risks
Photo: Justin Ornellas [link]
More at www.edbatista.com/2011/09/phil-stutz-on-taking-risks.html
Concepts #1
Emotional intelligence & groups
Talking about emotions
Photo: Lee Nachtigal [link]
EQ and groups
Why should we care?
Effective teams
Participation, cooperation, collaboration
But behavior can’t be mandated
Photo: woodleywonderworks [link]
More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
EQ and groups
3 essential conditions…
Mutual trust
Group identity (feeling of belonging)
Group efficacy (belief in value of the team)
Strongly affected by group EQ
Photo: woodleywonderworks [link]
More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
EQ and groups
Individual EQ
Emotional awareness
Emotion regulation (≠ suppression)
Inward (one’s own emotions)
Outward (others’ emotions)
Photo: woodleywonderworks [link]
More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
EQ and groups
High EQ individuals ≠ High EQ group
Group norms determine group EQ
Create awareness of emotion
Help regulate emotion
Operate at individual & group levels
Photo: woodleywonderworks [link]
More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
Talking about
Affect labeling
Amygdala
Talking disrupts negative emotion
Talking about emotion > Thinking about emotion
feelings
Photo: Andrew Yee [link]
More at www.edbatista.com/2008/02/talking.html
Talking about
Group norms
Norms define what’s normative
Can we talk about feelings here?
Overcoming embarrassment
feelings
Photo: Andrew Yee [link]
More at www.edbatista.com/2008/02/talking.html
Concepts #2
Safety, trust, intimacy
Mindset
Photo: Lee Nachtigal [link]
Safety, trust &
Critical to group development
Safety = A belief that we won’t get hurt
Trust = We mean what we say…
Intimacy = Able to make the private public
intimacy
Photo: Alex Guerrero [link]
More at www.edbatista.com/2010/03/safety.html
CONTEXTLearning,
Awareness,
& Behavioral
Change
Experimentation,
Risk-Taking,
& Vulnerability
Safety, Trust, Intimacy
Initial Conditions
More at www.edbatista.com/2010/03/safety.html
View of self & others
Work in progress
Capable of change
Carol Dweck
Mindset
Photo: jm3 [link]
More at www.j.mp/dweck99
Talent & intelligence
are inherent traits
Mistakes are failures or
character flaws
Negative emotional
response to mistakes
Talent & intelligence
can be developed
Mistakes are learning
opportunities
Pay close attention to
mistakes & learn
more
Fixed Growth
Mindset
More at www.j.mp/dweck99
Mental models matter
Stereotype threat
Perception shapes our experience
Mindset
Photo: Renato Ganoza [link]
More at www.edbatista.com/2011/12/corn-mazes-and-mental-models.html
Norms & EQ
Create awareness of emotion
Help regulate emotion
What norms do we have in place?
What norms would we like to try?
What will we need from each other?
Photo: woodleywonderworks [link]
Concepts #3
Feedback
Social threat
SCARF model
“The net”
Photo: Lee Nachtigal [link]
Can I give you
Photo: Robbie Grubbs [link]
some feedback?
Photo: Mykl Roventine [link]
Feedback and
social threat
More at www.edbatista.com/2013/02/give-it-to-me-straight-effective-feedback.html
Threat response
aka “Fight or flight”
Physiological markers?
Photo: William Warby [link]
More at www.edbatista.com/2010/03/scarf.html
Threat response
Cognitive impairment…
Analytic thinking
Creative insight
Problem-solving
Photo: William Warby [link]
More at www.edbatista.com/2010/03/scarf.html
Photo: David Sim [link]
Social threat
More at www.edbatista.com/2010/03/scarf.html
SCARF model
Status
Certainty
Autonomy
Relatedness
Fairness
More at www.edbatista.com/2010/03/scarf.html
SCARF model
& feedbackThreat to…
Status?
Certainty?
Autonomy?
Relatedness?
Fairness?
More at www.edbatista.com/2013/02/give-it-to-me-straight-effective-feedback.html
Use the model
When giving feedback…
Be mindful of status
Minimize uncertainty
Maximize autonomy
Build the relationship
Play fair (“the net”)
Use the model
When getting feedback…
Recognize our threat response
Manage our emotions
Reframe
My behavior...
Actions
Statements
Non-Verbals
Needs
Motives
Intentions
Feelings
Reactions
Responses
The net
Me & my... You & your..
Photo: The Mighty Tim Inconnu [link]
More at http://j.mp/the-net
The net
Stay on our side of the net
Focus on observed behavior
Disclose our response
Don’t guess at motives
Minimize social threat
More at http://j.mp/the-net
Photo: The Mighty Tim Inconnu [link]
Work styles
Based on your worksheet
Where am I most comfortable?
Where are others most comfortable?
What impact does this have on the team?
Photo: Alex Proimos [link]
Concepts #4
More on feedback…
Leveraging emotion
Building the relationship
Managing defensiveness
Soft startup
Photo: Lee Nachtigal [link]
Emotion and reasoning
Emotional memories stick
Just enough emotion
Highly situational
Emotion
Photo: Ivan Walsh [link]
More at www.edbatista.com/2011/07/antonio-damasio-on-emotion-and-reason.html
When giving feedback…
Leverage power of emotion
Share impact of behavior on us
(Positive and negative)
Emotion
When getting feedback…
Be aware of our emotions
Disclosure helps us manage stress
Emotion
Feeling known by the other
A culture of appreciation
Mutual influence
Responding to “bids”
5:1 positive to negative
“Emotional bank account”
Relationship
More at www.edbatista.com/2007/01/john_gottman_on.html
Defensiveness
Form of threat response
Cognitive impairment
Feel misunderstood and want to explain
Photo: roger alcantara [link]
Defensiveness
When others are defensive…
Empathy is key
Restate our intentions
Focus on behavior and its impact on us
Photo: roger alcantara [link]
Defensiveness
When we’re defensive…
Recognize our threat response
Disclose our emotions and reframe
Resist the desire to explain
Photo: roger alcantara [link]
Soft startup
Photo: Phil McElhinney [link]
Not like this
Soft startup
Photo: OakleyOriginals [link]
Like this
Begin with positive intent
(But no bullshit)
Emphasize mutual goals
Be aware of our own stress
Soft startup
More at www.edbatista.com/2007/01/the_value_of_so.html
Building the
bridgePart 1
What feedback did we just hear?
What does it motivate us to do?
Photo: Leonardo Pallotta [link]
Building the
bridgePart 2
What are the implications of today?
How will this impact our work?
How will we hold ourselves accountable?
Photo: Leonardo Pallotta [link]
Photo:seelumstrum
www.edbatista.comPhoto Credits
Sky by Andres Rueda www.flickr.com/photos/andresrueda/2327319585/
Trapeze by sethoscope www.flickr.com/photos/sethoscope/6131864133/
Jump by Justin Ornellas www.flickr.com/photos/ornellas/4380104720/
Chalkboard by Lee Nachtigal www.flickr.com/photos/lxn271/277869765/
Soccer Team by woodleywonderworks www.flickr.com/photos/wwworks/1384952210/
Feelings by Andrew Yee www.flickr.com/photos/halfchinese/167535372/
Handshake by woodleywonderworks www.flickr.com/photos/wwworks/2408048812/
Boy by Robbie Grubbs www.flickr.com/photos/tripphotogallery/4059486159/
Brain by Mykl Roventine www.flickr.com/photos/myklroventine/3957270282/
Crocodile by William Warby www.flickr.com/photos/wwarby/4012242360/
Office by David Sim www.flickr.com/photos/victoriapeckham/261126382/
Net by The Mighty Tim Inconnu www.flickr.com/photos/59195512@N00/4964496706/
Hats by Alex Proimos www.flickr.com/photos/proimos/3964874440/
Laugh by Ivan Walsh www.flickr.com/photos/10883933@N07/3652610613/
Boxer by roger alcantara www.flickr.com/photos/roger_alcantara/300520912/
Sprinter by Phil McElhinney www.flickr.com/photos/philmcelhinney/1000986005/
Canoe by OakleyOriginals www.flickr.com/photos/oakleyoriginals/4853382246/
Bridge by Leonardo Pallotta www.flickr.com/photos/83265757@N00/73471268/

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High-Performance Communication, June 2013

  • 1. High-performance communication Photo: Andres Rueda Ed Batista, June 2013 www.edbatista.com
  • 2. Suspension of belief… Photo: sethoscope [link] More at www.edbatista.com/2012/02/suspension-of-belief.html
  • 3. …& taking risks Photo: Justin Ornellas [link] More at www.edbatista.com/2011/09/phil-stutz-on-taking-risks.html
  • 4. Concepts #1 Emotional intelligence & groups Talking about emotions Photo: Lee Nachtigal [link]
  • 5. EQ and groups Why should we care? Effective teams Participation, cooperation, collaboration But behavior can’t be mandated Photo: woodleywonderworks [link] More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
  • 6. EQ and groups 3 essential conditions… Mutual trust Group identity (feeling of belonging) Group efficacy (belief in value of the team) Strongly affected by group EQ Photo: woodleywonderworks [link] More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
  • 7. EQ and groups Individual EQ Emotional awareness Emotion regulation (≠ suppression) Inward (one’s own emotions) Outward (others’ emotions) Photo: woodleywonderworks [link] More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
  • 8. EQ and groups High EQ individuals ≠ High EQ group Group norms determine group EQ Create awareness of emotion Help regulate emotion Operate at individual & group levels Photo: woodleywonderworks [link] More at www.edbatista.com/2012/06/building-the-emotional-intelligence-of-groups.html
  • 9. Talking about Affect labeling Amygdala Talking disrupts negative emotion Talking about emotion > Thinking about emotion feelings Photo: Andrew Yee [link] More at www.edbatista.com/2008/02/talking.html
  • 10. Talking about Group norms Norms define what’s normative Can we talk about feelings here? Overcoming embarrassment feelings Photo: Andrew Yee [link] More at www.edbatista.com/2008/02/talking.html
  • 11. Concepts #2 Safety, trust, intimacy Mindset Photo: Lee Nachtigal [link]
  • 12. Safety, trust & Critical to group development Safety = A belief that we won’t get hurt Trust = We mean what we say… Intimacy = Able to make the private public intimacy Photo: Alex Guerrero [link] More at www.edbatista.com/2010/03/safety.html
  • 13. CONTEXTLearning, Awareness, & Behavioral Change Experimentation, Risk-Taking, & Vulnerability Safety, Trust, Intimacy Initial Conditions More at www.edbatista.com/2010/03/safety.html
  • 14. View of self & others Work in progress Capable of change Carol Dweck Mindset Photo: jm3 [link] More at www.j.mp/dweck99
  • 15. Talent & intelligence are inherent traits Mistakes are failures or character flaws Negative emotional response to mistakes Talent & intelligence can be developed Mistakes are learning opportunities Pay close attention to mistakes & learn more Fixed Growth Mindset More at www.j.mp/dweck99
  • 16. Mental models matter Stereotype threat Perception shapes our experience Mindset Photo: Renato Ganoza [link] More at www.edbatista.com/2011/12/corn-mazes-and-mental-models.html
  • 17. Norms & EQ Create awareness of emotion Help regulate emotion What norms do we have in place? What norms would we like to try? What will we need from each other? Photo: woodleywonderworks [link]
  • 18. Concepts #3 Feedback Social threat SCARF model “The net” Photo: Lee Nachtigal [link]
  • 19. Can I give you Photo: Robbie Grubbs [link] some feedback?
  • 20. Photo: Mykl Roventine [link] Feedback and social threat More at www.edbatista.com/2013/02/give-it-to-me-straight-effective-feedback.html
  • 21. Threat response aka “Fight or flight” Physiological markers? Photo: William Warby [link] More at www.edbatista.com/2010/03/scarf.html
  • 22. Threat response Cognitive impairment… Analytic thinking Creative insight Problem-solving Photo: William Warby [link] More at www.edbatista.com/2010/03/scarf.html
  • 23. Photo: David Sim [link] Social threat More at www.edbatista.com/2010/03/scarf.html
  • 25. SCARF model & feedbackThreat to… Status? Certainty? Autonomy? Relatedness? Fairness? More at www.edbatista.com/2013/02/give-it-to-me-straight-effective-feedback.html
  • 26. Use the model When giving feedback… Be mindful of status Minimize uncertainty Maximize autonomy Build the relationship Play fair (“the net”)
  • 27. Use the model When getting feedback… Recognize our threat response Manage our emotions Reframe
  • 28. My behavior... Actions Statements Non-Verbals Needs Motives Intentions Feelings Reactions Responses The net Me & my... You & your.. Photo: The Mighty Tim Inconnu [link] More at http://j.mp/the-net
  • 29. The net Stay on our side of the net Focus on observed behavior Disclose our response Don’t guess at motives Minimize social threat More at http://j.mp/the-net Photo: The Mighty Tim Inconnu [link]
  • 30. Work styles Based on your worksheet Where am I most comfortable? Where are others most comfortable? What impact does this have on the team? Photo: Alex Proimos [link]
  • 31. Concepts #4 More on feedback… Leveraging emotion Building the relationship Managing defensiveness Soft startup Photo: Lee Nachtigal [link]
  • 32. Emotion and reasoning Emotional memories stick Just enough emotion Highly situational Emotion Photo: Ivan Walsh [link] More at www.edbatista.com/2011/07/antonio-damasio-on-emotion-and-reason.html
  • 33. When giving feedback… Leverage power of emotion Share impact of behavior on us (Positive and negative) Emotion
  • 34. When getting feedback… Be aware of our emotions Disclosure helps us manage stress Emotion
  • 35. Feeling known by the other A culture of appreciation Mutual influence Responding to “bids” 5:1 positive to negative “Emotional bank account” Relationship More at www.edbatista.com/2007/01/john_gottman_on.html
  • 36. Defensiveness Form of threat response Cognitive impairment Feel misunderstood and want to explain Photo: roger alcantara [link]
  • 37. Defensiveness When others are defensive… Empathy is key Restate our intentions Focus on behavior and its impact on us Photo: roger alcantara [link]
  • 38. Defensiveness When we’re defensive… Recognize our threat response Disclose our emotions and reframe Resist the desire to explain Photo: roger alcantara [link]
  • 39. Soft startup Photo: Phil McElhinney [link] Not like this
  • 41. Begin with positive intent (But no bullshit) Emphasize mutual goals Be aware of our own stress Soft startup More at www.edbatista.com/2007/01/the_value_of_so.html
  • 42. Building the bridgePart 1 What feedback did we just hear? What does it motivate us to do? Photo: Leonardo Pallotta [link]
  • 43. Building the bridgePart 2 What are the implications of today? How will this impact our work? How will we hold ourselves accountable? Photo: Leonardo Pallotta [link]
  • 44. Photo:seelumstrum www.edbatista.comPhoto Credits Sky by Andres Rueda www.flickr.com/photos/andresrueda/2327319585/ Trapeze by sethoscope www.flickr.com/photos/sethoscope/6131864133/ Jump by Justin Ornellas www.flickr.com/photos/ornellas/4380104720/ Chalkboard by Lee Nachtigal www.flickr.com/photos/lxn271/277869765/ Soccer Team by woodleywonderworks www.flickr.com/photos/wwworks/1384952210/ Feelings by Andrew Yee www.flickr.com/photos/halfchinese/167535372/ Handshake by woodleywonderworks www.flickr.com/photos/wwworks/2408048812/ Boy by Robbie Grubbs www.flickr.com/photos/tripphotogallery/4059486159/ Brain by Mykl Roventine www.flickr.com/photos/myklroventine/3957270282/ Crocodile by William Warby www.flickr.com/photos/wwarby/4012242360/ Office by David Sim www.flickr.com/photos/victoriapeckham/261126382/ Net by The Mighty Tim Inconnu www.flickr.com/photos/59195512@N00/4964496706/ Hats by Alex Proimos www.flickr.com/photos/proimos/3964874440/ Laugh by Ivan Walsh www.flickr.com/photos/10883933@N07/3652610613/ Boxer by roger alcantara www.flickr.com/photos/roger_alcantara/300520912/ Sprinter by Phil McElhinney www.flickr.com/photos/philmcelhinney/1000986005/ Canoe by OakleyOriginals www.flickr.com/photos/oakleyoriginals/4853382246/ Bridge by Leonardo Pallotta www.flickr.com/photos/83265757@N00/73471268/