Professional Documents
Culture Documents
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Presented by ___________________________________
Margaret Fitch-Hauser, Ph.D.
The Leadership Communication Group, LLC
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Objectives
Develop familiarity with the elements of credible
communication, ___________________________________
Learn ways to make communication more assertive and
responsive,
Learn about listening styles,
Develop skills in identifying other people’s communication ___________________________________
needs,
Identify strategies for working with difficult people,
Apply effective communication to challenging situations.
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Managerial Competencies
Listen actively ___________________________________
Give clear, effective instructions
Accept your share of responsibility for
situations.
Identify real problems. ___________________________________
Manage time and set priorities.
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Effective Communication
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Credibility
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What we communicate
and how we do it …
Are you a affects our ability to
deal with differences.
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CREDIBLE
Poor communication can
Communicator? lead to
misunderstanding, ___________________________________
unhelpful emotions,
distrust, sloppy thinking,
and poor outcome.
Roger Fisher & Scott Brown
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Getting Together: Building a
Relationship That Gets to Yes.
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Content
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How we
present an
idea will help ___________________________________
us win peoples’
minds.
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Tools for Delivering Messages
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Advocacy and Inquiry
Present relevant information in an unforgettable way.
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Priming
Preparing the other ___________________________________
person to receive or
think about a topic
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Framing
Selecting words and ___________________________________
phrases that express
the idea as well as
the sense of the
idea that you want ___________________________________
to get across.
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Framing tools
Words ___________________________________
Phrases
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Spontaneity
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Slide 16 Use Credible Communication to ___________________________________
Receive and Send Messages
Use open-ended questions. ___________________________________
Use reflective listening and paraphrase
what you think you heard.
Listen for feelings.
Use relevant and specific examples. ___________________________________
Summarize major ideas.
Use appropriate nonverbal behavior.
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Communication Strategies
Deal with the problem, not the person. ___________________________________
Appeal to a common goal and point out
WIFM.
Respond, don’t react.
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Respond Effectively
Seek information. ___________________________________
Ask about the other person’s
reactions and feelings.
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Seek necessary changes in
your own behavior.
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Slide 19 ___________________________________
Listen to the What and How
Listen for clues about how the other party takes
in information ___________________________________
Try to identify their preferred sensory modality
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DESC
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Describe
Express
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Specify
Consequences
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First line of Defense:
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Are You Listening?
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Listening = The
process of receiving,
constructing meaning
from, and responding ___________________________________
to spoken and/or
nonverbal messages
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The Listening Process
Responding
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Evaluating
Interpreting ___________________________________
Attending
Receiving ___________________________________
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Levels of Listening
Passive
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Empathetic Responsive
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Reflective Selective
Active
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Improve Your Listening
Mentally prepare to listen ___________________________________
Analyze the topic & situation in advance
Focus & concentrate
If appropriate, take notes ___________________________________
Resist internal & external distractions
Ask good questions
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Paraphrase ___________________________________
Check your motives and biases
Analyze nonverbal cues
Remember what the speaker said ___________________________________
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Listen with empathy
Starting your message ___________________________________
where the other
person is
emotionally and
conceptually. ___________________________________
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Empathetic Listening
“I don’t know what I’ll do if I lose my job.” ___________________________________
Acknowledge • “It sounds like…”
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Reflect • “you’re really worried…”
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Describe • “about budget cuts.”
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Get Them to Listen
WIFM ___________________________________
HWIAM
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WM
WWYDFM
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Listening Preferences
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People
Content
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Action Time
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Using Listening Preferences
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Understand
own
LPP
Diagnose the
Communication
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Communication Needs of
habits Others
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Face saving
Maintaining the dignity ___________________________________
of all parties
involved.
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How we lose face
Having an overture rebuffed ___________________________________
Getting a personal insult
Receiving a derogatory comment
Feeling that our status is Disregarded ___________________________________
Being forced to give up a cherished value
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Losing face continued
Making an unnecessary concession ___________________________________
Failing to achieve goals
Having a personal inadequacy revealed
Damaging a valued relationship ___________________________________
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Working With Difficult People
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Difficult situations
Anger ___________________________________
Defensiveness
Difficult Characters
Vortex situations ___________________________________
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Dealing with the Angry person
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Strategies
Look for the underlying source of anger. ___________________________________
Identify the direction of the anger
Engage rather than withdraw
Avoid taking the anger personally ___________________________________
Adopt other-centered worldview.
Normalize the anger.
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BATHE
Background: Listen to understand the
situation and the context.
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Affect: Name the emotion.
Troubles: Explore what is disturbing to
the other person ___________________________________
Handling: Find out how they are
handling the situation
Empathy: Display empathy and concern. ___________________________________
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Defensiveness
Becoming self protective when ___________________________________
perceiving an attack.
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Slide 43 Supportive vs. Defensive ___________________________________
Communication
Certain communication behaviors make ___________________________________
an interaction climate more supportive
while others tend to create a more
defensive climate. ___________________________________
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Supportive Vs Defensive
Defensive Supportive
Evaluative Descriptive
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Problem
Control
oriented
Strategy Spontaneity ___________________________________
Neutrality Empathy
Superiority Equality
Certainty Provisionalism
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Handling Problem People/Situations
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Conflict:
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The interaction of
interdependent people who
perceive incompatible desires,
goals, personal comforts, or
communication preferences, ___________________________________
and the possibility of
interference from others as a
result of this incompatibility.
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Folgers, Poole, & Stutman (2009) Working Through Conflict:
Strategies for relationships, groups, & organizations.
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Conflict:
Is emotionally defined ___________________________________
Is emotionally valenced
Is relational ___________________________________
Bodker & Jameson (2001) Emotion in Conflict Formation
and Its Transformation
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Slide 51 ___________________________________
Delivering Criticism
Deal with a few issues ___________________________________
Attack the problem
Demonstrate effect(s)
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Delivering Bad News
Don’t attack. ___________________________________
Don’t dump the laundry list.
Be clear. Monitor your tone of voice.
Support the “company” line. ___________________________________
Don’t blame cast.
Do maintain everyone’s dignity.
Do deliver the news in person.
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Steps to use:
Find out what the other person knows or ___________________________________
thinks.
If appropriate, provide an overview of the
situation so all parties have the same ___________________________________
information.
Give the information in small chunks.
Monitor the nonverbal behavior of the ___________________________________
other party.
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Responding to a Difficult One
Ask for time to stop and think
Listen to your heart
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Hold your immediate response
When the other party yells, hold your response
until the yelling stops.
Remember, explaining won’t help
Let the other person know you hear ___________________________________
Ask what the other person would like you to do
State what you want
Negotiate
Get verbal acknowledgment on agreement
Give the other party the last word, if possible.
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Know how to apologize
•Acknowledge ___________________________________
Step 1
Step 2 •Apologize
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Step 3 •Make it right
Step 4 •Recommit ___________________________________
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Conflict in a negotiation setting
Negotiation is the
process we use to
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satisfy our needs
when someone else
controls what we
want.
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When does negotiation occur?
. . . Whenever ___________________________________
people exchange
ideas with the
intention of
changing ___________________________________
relationships,
whenever they
confer agreement,
then they negotiate. ___________________________________
Gerard Nierenberg
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Listen to Negotiate Better
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Building blocks for successful negotiations
Logic
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Reason
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Patience
Persistence
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Prepare to Negotiate
Define your goals and objectives ___________________________________
Clarify the issues
Do your homework
“Humanize” and set the climate ___________________________________
Identify internal and external issues
Determine desired outcome
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Basic Elements of Negotiation
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Flexible or Rigid? (The Tao of Leadership)
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