Building Relationships Through Effective Communications

Jeff Shimer

DALE CARNEGIE TRAINING

Dr. Death?

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Janet the Nice Auditor

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Hierarchy of Needs
Self-actualization

Importance
Belonging Security Survival
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Which Do You Want To Be?

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Linear Communications
Sender Receiver

Linear communication typically includes:

Reports

E-mails
Letters Voice mail
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Interactive Communication
Message

Interactive communication typically includes:

Phone

calls
meetings

Sender

Receiver

Group 1

on 1 meetings conferencing
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Teleconferences
Video

Feedback

The Communication Cycle of an Effective Leader

Message
Filter Filter

Sender

Relationship

Receiver

Filter

Filter

Feedback

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Strength-Centered Compliments

What To Compliment:
Things

Accomplishments
Personal

or Actions

Traits

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Credible Praise
For the highest credibility, combine the noting of specific accomplishments with recognition of the persons personal qualities, strengths and traits that made those accomplishments possible

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Strength-Centered Compliments

How To Compliment:
Accomplishment

or Action

Personal
Evidence Ask

Trait

a Question
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Showing Appreciation
One

strength or quality I see in you is The reason I say that is Or You did ___ very well because. The strength you have shown here is
Ask

a question to get them talking

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Cushions
Build

Rapport Soften Resistance Show Respect

Avoid &

But

However
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The 5 Rs
Rapport
Review Purpose Relate Findings Recommend

Reassure
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Selling Your Ideas

A

Quick Quiz Questions in Terms of Their Interests

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Ask Talk

Levels of Listening
Empathetic
Attentively Selectively Pretend Ignore

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LADDER to Listening
Look

at the Other Person Ask Questions Dont Interrupt Dont Change the Subject Express Emotion w/ Control Respond Appropriately
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The Difference...

Listening to Respond
VS.

Listening to Learn

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Thank You

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People Support a World They Help Create

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Strengthen Relationships

Dont criticize, condemn or complain Give honest, sincere appreciation Arouse in the other person an eager want Become genuinely interested in others Smile
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Strengthen Relationships

Remember names Be a good listener Talk in terms of the other persons interests Make the other person feel important and do it sincerely.

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Maintaining Accountability

The Process

Users of the Process

Owners of the Process

Holding People Accountable

Buy it back Delegation is negated Put it limbo No decisions are made Establish accountability Accountability is assigned to another person
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Empowerment Analysis

Subtle Deviations

Control Limits

Control Limits

Obvious Deviations

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Cycle of Accelerated Learning

More coaching Feedback Follow-up Accountability Measurement Recognition
Need to Want to Can do Will do Show me how

Habit Attitude Skill Knowledge

Right Practice with strong coaching

The knowledge trap

Fundamentals Concepts Principles

Todays Business Reality

Time

Cost

Quality
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Tyranny of the Urgent

Urgent Not Urgent
Planning Clarifying Values Relationships Vision ProcessImprovement

I
Important
Crisis Deadlines Meetings Repairs

II

III
Not Important
Phone calls Interruptions Mail Reports Drop-ins

IV
Trivia Escapes Junk Mail Busy Work

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