The document outlines a workshop on effective communication, emphasizing the importance of personal relationships and positive interaction through ten key commandments. It includes anecdotes from the author's experiences in sales, illustrating the challenges of communication and the responsibility of the communicator. Tips for improved relationships include calling people by name, being friendly, and maintaining a positive attitude amidst various communication barriers.

2. WORKSHOP

3. Assignment
Revision
Workshop #1
Communication process
The 10 commandments of positive relationships
Case study

4. 1ST COMMANDMENT
Speak to people:
There is nothing as nice as a cheerful word of greeting. The first rule of effective
communication is that you must take responsibility for the
communication.

5. My old boss didn't get it...
Many years ago, the last paying job I had was with Reynolds Tobacco company.
Back then, tobacco wasn’t quite as evil as it is today. It was controversial, but
it wasn’t quite as evil.
I was an outside sales rep, which meant that would go to the stores in my territory
and make sure that they had plenty of product and that it was merchandised
properly. Many times this would involved ripping down the competitions’
advertising and replacing with my own. It was perfect for me.
Not only did I get to sell, but I got to work with people and work from home and
set my own hours. I wasn’t really supposed to be setting my own hours, but I
did because I could easily get my work done in only four to six hours per day.
And in my mind that left a couple of hours each day to do something for
myself.

6. The normal routine was that I only had to go to the office every two to three
weeks to pick up supplies.
My district manager was Jim MaGuire. Jim was real go getter and we got along
really well. He had an assistant district manager name Mac who was the
enforcer. I can’t remember his real name, I just know that everybody called
him ‘Mac’.
Because the normal routine was to go to the office every week or two, it was
usually not good news if Mac called you home and asked (told) you to come
to the office the next day. It always felt like a child being called to the
principles’ office. He would never say what he wanted, so it left you to
imagine about it all night. I think this was part of his intimidation strategy.

7. A call to the office was always a journey into the unknown! So I spent the night
worrying about it. Does this ever happen to you?
As soon as I got to the office, I knew something was up because he call me into his
office and closed the door. If this was a minor matter, he wouldn’t have closed the
door. Maybe this was more of his intimidation strategy.
Then he let me have it. Full attack mode. “Why aren’t you getting your reports in on
time?”
I knew that I couldn’t tell him the truth… that I didn’t care about the reports. Maybe I
should have just told him that I was a big picture guy and that I really didn’t care
about the details. But I don’t think that he would have cared. Mac wasn’t a deep
thinker.
This wasn’t the first time I had been called in on this, so he was determined to make an
impression on me. He decided to use his most advanced communication
techniques which basically consisted of pounding on the desk and screaming. I
can still remember he very words: “Endress, what do I have to do to get this
through your head?”

8. I know… why don’t you scream louder and pound some more. Maybe the problem is that I can’t hear you
and if you tell me again louder, you’ll get through. Have you ever met someone like this who thinks that
what didn’t work before will work now if only they do more of it?
So just to shut him up, I agreed to make sure that my reports were always in on time. I had to. But he hadn’t
really convinced me. There’s an old saying that says, “A man convinced against his will is of the same
opinion still”, and that’s the way it was with Mac and me.
I still hated doing my reports, but I tried to have them in on time really hard for a few weeks, but then I fell
back into my old habits.
The reason he never got through to me was that he never understood that the success of the communication
is the responsibility of the communicator. He was looking at the situation from his perspective, not mine.
He never tried to do anything different than what was already not working
Here's my question to you...
If someone you are communicating with doesn't get the meaning as you intended it, whose fault is it?
If they don't take the requested action, adopt you ideas or programs, or buy your products, whose fault is it?
If you answered "mine", you are on your way to instantly revolutionizing your communication effectiveness.

9. Frown  = 72
Smile  = 14
So! Smile dude 
Coca-Cola- Happiness starts with a smile.mp4
"I did not steal your money last night."
2ND COMMANDMENT

10. Call people by name:
The sweetest music to anyone’s ears is the sound of their own name.
The easiest way to remember a name is to look the person in the eye and repeat
their name to yourself.
The reason we forget them is because we don't really pay attention and are
thinking about what we are going to say next.
3RD COMMANDMENT

11. Be friendly and helpful. To make a friend, you have to be a friend.
Don't wait for someone else to take action.
While you may not get a direct pay back every time, you will get paid back many
times over from places where you least expect it.
The universal law of sowing and reaping is alive and well.
4TH COMMANDMENT

12. Be cordial:
Speak and act as if everything you do is a genuine pleasure… and before long, it
will be!
5TH COMMANDMENT

13. Be genuinely interested in people:
You can like almost anybody if you try.
Look at "difficult" people as a challenge or a puzzle.
And remember... no one can control how you feel!
6TH COMMANDMENT

14. Be generous with praize.
Cautious with criticism,
7TH COMMANDMENT

15. Be considerate with the feelings of others :
There are always at least two sides to a story.
Adopt the belief that everyone is doing the best they can with the resources that
they have and that you need to help them uncover more resources or use the
ones they have more effectively.
8TH COMMANDMENT

16. Be alert to serve.
What counts more in life is what you do for others.
9TH COMMANDMENT

17. Add to this a good sense of humor, a big dose of patience, and a dash of
humility, and watch your effectiveness at work explode.
10TH COMMANDMENT

18. LET’S TRY BE POSITIVE
Self defeating words Uplifting words
There is nothing we can do
They wont allow us
I can not
I must
If only

19. SELF AWARENESS
?
Are you a confident person?
Do you know yourself?
Anxious about making mistakes?
Brim?
Quiz…
To be aware, why?

20. THE 4 FEARS
1. Failure
2. Humiliation - Embarrassment
3. Losing power
4. Rejection
Rate them..
Beat them!

22. COMMUNICATION
Skilled communicator?
Define yourself..
Why?
Strong points..
Points to be improved.

23. MOTIVATIONAL ADS - 'EXAM MOTIVATION' ADVERTISEMENT - NESCAFE.MP4

24. BARRIERS TO COMMUNICATE
Case study..
Barriers

25. QUESTIONS
Do you want to have a break?
Are you happy?
Is this suitable?
Can you carry this for me?
Closed ended
questions
Open ended quations

26. PROBING
Open Q
Too many? interrogation
Ask and not listen!

27. LISTENING IS NOT HEARING

29. BARRIERS TO EFFECTIVE LISTENING
• Noise
• Poor acoustics
• Interruptions
• Message overload
• Envirnoment

30. LISTENING

31. COMMUNICATION FUNNEL

32. OPEN QUSTI