The document provides guidance on building relationships through effective communication. It discusses presenting yourself positively, managing information by properly analyzing situations, presenting ideas clearly, acquiring and transferring knowledge, resolving conflicts constructively, and questioning decisions respectfully. Continuous self-improvement is key to strengthening relationships over time by refining one's communication skills. Maintaining professionalism in all interactions serves as an important foundation for building trust within relationships.

1. What To Say:
To Build Relationships
Mitchell W. Manning, Sr.

2. What To Say:
To Build Relationships
How to use this presentation
1. Review the presentation
2. List key points and questions
3. Discuss with others
4. Decide your next steps

3. Relationship Development
Continuous Improvement
Design Execute Monitor/Control
Design – determine what is really important
Execute – translate into learning and doing
Monitor/Control – translate into performance
Continuous Improvement – Feedback Loop

4. Keys to Relationships
• Behavioral Skills are the true keys
– Presenting Yourself
– Managing Information
– Presenting Your Ideas
– Acquiring and Transferring Knowledge and Skills
– Conflict Resolution
– Questioning Decisions and Actions

5. Presenting Yourself
• My job is…
• This is what I’m good at…
• This is how I work best…
• These are my values…(I value/believe…)
• This is the contribution I plan to make…
• These are the results I expect to deliver…
• This is how I expect to be held accountable…

6. Process for Presenting Your Self
Write your success stories for sharing using this outline...
• The situation (or task assignment)
• Your observation
• Your decision
• Your action
• The result of your action
• How I feel about…
• What I learned,,,

7. Managing Information
Become expert at processing information.
Question Process to Use
What’s happening? Situation Appraisal
What’s wrong? Problem Solving
What are the options? Decision Making
What can go wrong? Potential Problem Analysis
What can be improved? Potential Opportunity
Analysis

8. Managing Information
Become expert at processing information.
Situation Appraisal
What’s happening?
• Identify Concerns
• Set Priority
• Plan Next Steps
• Plan Involvement

9. Managing Information
Become expert at processing information.
Problem Analysis
What’s Wrong?
• Describe Problem
• Identify Possible Causes
• Evaluate Possible Causes
• Confirm True Cause

10. Managing Information
Become expert at processing information.
Decision Analysis
What are the options?
• Clarify Purpose
• Identify Options
• Evaluate Each Option
• Assess Risks
• Make Decision

11. Managing Information
Become expert at processing information.
Potential Problem Analysis
What can go wrong?
• Identify Potential Problems
• Identify Likely Causes
• Take Preventive Action
• Plan Contingent Action

12. Managing Information
Become expert at processing information.
Potential Opportunity Analysis
What can be improved?
• Identify Potential Opportunity
• Identify Likely Causes
• Take Promoting Action
• Plan Optimizing Action

13. Presenting Your Ideas
Become expert using SOPPADA to present your ideas.
Subject – I want to tell you about...
Objective – This is why...
Present Situation – This is how it is...
Proposal – This is how it can be...
Advantages (top 3) – These are the benefits...
Disadvantages (top 2) – These are negatives...
Action – This is how to do it...

14. Acquiring and Transferring
Knowledge and Skills: Tell -
• What (in under 30 seconds)
• Why (in under 90 seconds)
• How (action planning)
• Example
• Application
• Evaluation (project management)
• Summary and Next Steps

15. Addressing Performance Issues:
Evaluating Others
• Agreement
• Plan
• Process

16. Conflict Resolution Process:
become expert at observing, orienting, deciding and
acting to resolve conflict
Observe
Act Orient
Decide

17. The Origin of Conflict
Identify the origin of conflict before attempting to resolve.
Facts
Methods Values
Objectives

18. Behavioral Choices for Conflict
Learn to use the best choice to resolve conflict.
Confront
Compete Collaborate
Avoid

19. Work Behavior Conflict
Learn to address the origin of work conflict.
High
Low
Shared Goals and
Sense of Control and Values
High
Accountability
Low

20. Stakeholder Conflict
Company & Shareholders
- Profitability
- Growth
- Reputation
Individuals
- Trust
Employee Groups
- Security
-Equity Balance - Fairness
-Consistency Synergy - Recognition
-Teamwork and
Collaboration Leverage - Contribution
- Growth
- Pay & Benefits
Customers
- Price/ Value
- Service
- New Products
- Quality

21. Conflicts from the Hierarchy of Decision-Making
Executive
•Direction
•Goals
•Critical/Sensitive
Management
•Systems and Processes
•Major Impact/ Buy-In
Individual Employees
•Functions and Tasks
•Routine/ Operational

22. Conflict Intervention
Meet with the stakeholder
Describe what they did
Tell them why it is important
Ask them how they feel
Ask them what they will do differently
Confirm their commitment to change
Agree on a schedule for follow-up
Thank them for their commitment

23. Conflict Prevention
 Share thoughts, feelings, and rationale
 Maintain and enhance self-esteem
 Listen and respond with empathy
 Clarify and Agree to Next Actions

24. Questioning Decisions and Actions
1. Why are you doing this? making this commitment?
2. What are your objectives and desired outcomes? intentions?
3. How will you know it has been successful?
4. What have you done to prepare?
5. What can happen? worst case/best case/most likely case?
6. How do you plan to make it work? keep it working?
7. How important is it to you to be successful?

25. Things you can share
and learn to build relationships:
Interests
Skills/Abilities
Values
Personality attributes
Desired lifestyle
Needs & wants
Experiences
Vocation

26. Professionalism and Relations:
Let professionalism be your calling card and signature.
• Decide what it means to you
• Examples of professional behavior
– Arrive at work on time
– Dress appropriately
– Stay current in the field
– Accept responsibility for mistakes
– Complete tasks on time
– Respect organizational norms
– Keep personal business out of the office
– Avoid gossip and the grapevine

27. Conclusion
I hope you can put What to Say to immediate use
to build relationships. Hopefully, my thoughts,
and
your attention, have stimulated your thinking,
confirmed your experiences, and given you new
ideas for building important relationships.
Best Wishes,
Mitch Manning Sr.
manningmitch@aol.com