MBI Communication

COMMUNICATING FOR RESULTS

LEADER VS MANAGER: A DIFFERENCE OF PURPOSE

Processes

• Manager focuses on work (accomplishing a goal)
• Leader focuses on workers (inspiring other towards a goal)

Relationships

• Manager operates within sphere of authority
• Leader operates within sphere of influence (may have no authority at all)

Value

• Manager counts value (time/money/talent resources)
• Leader creates value (their actions inspire or set the example, impacting time/money/talent)

HOMEWORK REVIEW

• Fill in names on your User's Manual
• Choose a task that's "no big deal"
• Identify at least one team member who could take it on.
• How will you help that person be successful?

Did you do it?

Agenda Overview

Communicating for Results

Communication Types & Styles Essential Communication Skills Homework Review: Team User's Guide

COMMUNICATING FOR RESULTS

WHY???

COMMUNICATING FOR RESULTS

What is Communication?

What is Communication?

Words

• spoken or written
• language choice
• clarity

What is Communication?

Words

• spoken or written
• language choice
• clarity

Body Language/Non-Verbal

• facial expressions
• gestures

https://youtu.be/zO-cWNQa90g?si=_K7bRDQY7Tp3Q1p6

What is Communication?

Words

• spoken or written
• language choice
• clarity

Body Language/Non-Verbal

• facial expressions
• gestures

Voice

• tone (spoken or written)
• volume
• pitch

Tips for Effective Emailing/Texting

• 4 groups (5 min)

Group A - list of "Do's" Group B - list of "Don'ts" Group C - email vs text Group D - when to wait

• Record on the board

• Explain

Tips for Effective Emailing/Texting

• consider social/personal vs work: remember who you're talking to
• use punctuation
• be clear and concise
• proofread it
• pretend you're the recipient...
• Do you understand what's being communicated?
• Does it make you angry, happy, or something else?
• (adjust as needed)
• be confident before you send!

DO

Tips for Effective Emailing/Texting

• use ALL CAPS

DON'T

https://youtu.be/HTgYHHKs0Zw

Tips for Effective Emailing/Texting

• use ALL CAPS
• text/email while angry.

• settle down and consider all sides
• think about how your words will be received
• have a face-to-face conversation
• assume
• as the sender, explain your intentions
• as the receiver, ask questions for clarification if needed

DON'T

https://youtu.be/HTgYHHKs0Zw

What's Your Communication Style?

Online Assessment

• 12 questions developed by Mark Murphy, employee leadership, hiring, engagement author
• Focused on 4 primary communication styles
• Answer based on how you are most of the time
• Includes general polling questions for research purposes
• To get your result, add your email address at the end

What's Your Communication Style?

Online Assessment

• 12 questions developed by Mark Murphy, employee leadership, hiring, engagement author
• Focused on 4 primary communication styles
• Answer based on how you are most of the time
• Includes general polling questions for research purposes
• To get your result, add your email address at the end

Results

• It's likely we all use more than one style
• Assessment results reflect most dominant style
• Result is general; doesn't consider circumstances

Don't want to provide email?

• make one up OR
• identify your style as we review next section

What's Your Communication Style?

Online Assessment

• 12 questions developed by Mark Murphy (employee leadership/hiring/engagement author)
• Focused on 4 primary communication styles
• Answer based on how you are most of the time
• Includes general polling questions for research purposes
• To get your result, add your email address at the end

Results

• It's likely we all use more than one style
• Assessment results reflect most dominant style
• Result is general; doesn't consider circumstances

Don't want to provide email?

• make one up OR
• identify your style as we review next section

What's Your Communication Style?

ANALYTICAL

• Facts vs Feelings
• Supporting data
• Specifics
• Logic
• Delayed decision-making

What's Your Communication Style?

INTUITIVE

• Big picture
• Avoid details
• Brief and to the point

• Out-of-the-box thinking
• Quick decision-making

ANALYTICAL

• Facts vs Feelings
• Supporting data
• Specifics
• Logic
• Delayed decision-making

What's Your Communication Style?

INTUITIVE

• Big picture
• Avoid details
• Brief and to the point

• Out-of-the-box thinking
• Quick decision-making

ANALYTICAL

• Facts vs Feelings
• Supporting data
• Specifics
• Logic
• Delayed decision-making

FUNCTIONAL

• Details (all things considered)
• Step-by-step procedures
• Planning and implementation
• Multiple recommendations
• Sensible decision-making

What's Your Communication Style?

ANALYTICAL

• Facts vs Feelings
• Supporting data
• Specifics
• Logic
• Delayed decision-making

INTUITIVE

• Big picture
• Avoid details
• Brief and to the point

• Out-of-the-box thinking
• Quick decision-making

PERSONAL

• Feelings vs Facts (high EI)
• Do the right thing
• Personal/team connections
• Diplomatic ("the Glue")
• Greater-good decision-making

FUNCTIONAL

• Details (all things considered)
• Step-by-step procedures
• Planning and implementation
• Multiple recommendations
• Sensible decision-making

INTUITIVE

• Big picture
• Avoid details
• Brief and to the point

• Out-of-the-box thinking
• Quick decision-making

ANALYTICAL

• Facts vs Feelings
• Supporting data
• Specifics
• Logic
• Delayed decision-making

FUNCTIONAL

• Details (all things considered)
• Step-by-step procedures
• Planning and implementation
• Multiple recommendations
• Sensible decision-making

Company Picnic Planning

ANALYTICAL

• Facts vs Feelings
• Supporting data
• Specifics
• Logic
• Delayed decision-making

INTUITIVE

• Big picture
• Avoid details
• Brief and to the point

• Out-of-the-box thinking
• Quick decision-making

PERSONAL

• Feelings vs Facts (high EI)
• Do the right thing
• Personal/team connections
• Diplomatic ("the Glue")
• Greater-good decision-making

FUNCTIONAL

• Details (all things considered)
• Step-by-step procedures
• Planning and implementation
• Multiple recommendations
• Sensible decision-making

Clues to Their Communication Style

ANALYTICAL

• Unemotional responses
• Where does the data come from?
• How do we know?
• Are we sure?

FUNCTIONAL

• What's the process?
• What happens first?
• How long will it take?
• Who will do what?

INTUITIVE

• Looking for the end goal
• Where does this get us?
• What's the bottom line?
• What if...

PERSONAL

• Feeling vs thinking words
• Who is involved?
• How will things change?
• Let's get together and discuss

1. Decide which style is most like you
2. Go to your corner
3. Discuss scenarios
4. Report

ANALYTICAL

• Unemotional responses
• Where does the data come from?
• How do we know?
• Are we sure?

FUNCTIONAL

• What's the process?
• What happens first?
• How long will it take?
• Who will do what?

INTUITIVE

• Looking for the end goal
• Where does this get us?
• What's the bottom line?
• What if...

PERSONAL

• Feeling vs thinking words
• Who is involved?
• How will things change?
• Let's get together and discuss

HOMEWORK

• Review each Communication Style
• On your User's Manual:
• Determine and record the Communication Style for each of your team members
• Make notes about some ways you can adapt to better communicate with each

Can you change your communication style? Should you?

Emotional Intelligence

Lots of types of "intelligence"

• Academic
• Logic/Mathematic
• Language
• Music
• Street Smarts

Emotional Intelligence

Lots of types of "intelligence"

• Academic
• Logic/Mathematic
• Language
• Music
• Street Smart

What type of intelligence can help improve written communication?

Emotional Intelligence (EI)

Understanding that emotions have a significant impact on how we interact with others.

Emotional Intelligence (EI)

Understanding that emotions have a significant impact on how we interact with others. low or high EI makes a difference in how you communicate

Emotional Intelligence

Why should we care?

Higher Emotional Intelligence:

• improves communication
• helps solve lots of conflicts
• related to strong leadership
• improves team dynamics

• and makes these cool things happen

Also, individuals with high EI outperform others by 20%!

Emotional Intelligence Quiz

WHERE ARE YOU ON THE EI SCALE? A few things to know about this quiz:

• this one is free and easy
• result will be pretty general
• sponsored by Psychology Today
• want to dig deep? Google it!

Emotional Intelligence Quiz

WHERE ARE YOU ON THE EI SCALE? A few things to know about this quiz:

• this one is free and easy
• result will be pretty general
• sponsored by Psychology Today
• want to dig deep? Google it!

Emotional Intelligence

How to spot someone on your team with high EI:

They tend to:

• Successfully manage difficult situations
• Express themselves clearly

• Influence other people
• Keep cool under pressure
• Know how to say the right thing to get the right result
• Manage themselves and others effectively when negotiating

• Motivate themselves to get things done
• Know how to be positive, even during difficult situations

Emotional Intelligence

How to improve your EI:

Get comfortable with yourself

• communication style
• know what you're good at and use it
• motivations, triggers, etc.

Emotional Intelligence

How to improve your EI:

Get comfortable with yourself

• communication style
• know what you're good at and use it
• motivations, triggers, etc.

Get to know your people!

• communication styles and motivators
• use active listening, look for non-verbal cues

Emotional Intelligence

How to improve your EI:

Get comfortable with yourself

• communication style
• know what you're good at and use it
• motivations, triggers, etc.

Get to know your people!

• communication styles and motivators
• use active listening, look for non-verbal cues

Take responsibility for how you respond/interact

• WHY do you react positively or negatively?
• What do you do that has worked well (or not)?

• Talk to people - understand and be understood

LISTENING + PARTICIPATING

Listen for the complete message, not just the words you hear (or expect to hear)

"Listen from their perspective - suspend what you think you know..."

from The Fish Philosophy

Active Listening

https://youtu.be/3_dAkDsBQyk?si=tJ4vvM0gZV5SHHS8

4 Elements of Active Listening

• Pay Attention
• avoid distractions

• Understand - ask questions
• Open vs. Closed
• Open questions = more info to move the conversation forward
• Closed questions = yes/no

• Respond - repeat and confirm what you're hearing (reflective responses)

• Remember and follow up

4 Elements of Active Listening

• Pay Attention
• avoid distractions

• Understand - ask questions
• Open vs. Closed
• Open questions = more info to move the conversation forward
• Closed questions = yes/no

• Respond - repeat and confirm what you're hearing (reflective responses)

• Remember and follow up

Active Listening

Practice Scenario An employee comes to you about a disagreement he had with a customer. He describes that the conversation got heated, and things didn't end with a solid solution. He is concerned about the impact on his job and on the company.

Active Listening

Practice Scenario An employee comes to you about a disagreement he had with a customer. He describes that the conversation got heated, and things didn't end with a solid solution. He is concerned about the impact on his job and on the company.

Work in small groups (7 min)

1. Come up with 3 Open questions you would ask to gather more info from the employee.
2. How will you follow up and when?

THOUGHTS

"Every criticism, judgement, diagnosis, and expression of anger is a tragic expression of an unmet need." - Marshall Rosenberg

THOUGHTS

"Every criticism, judgement, diagnosis, and expression of anger is a tragic expression of an unmet need." - Marshall Rosenberg

How will you know?

THOUGHTS

"Every criticism, judgement, diagnosis, and expression of anger is a tragic expression of an unmet need." - Marshall Rosenberg

How will you know?

ASK

ASK

COMMUNICATING FOR RESULTS

Look back at the notes you made first thing this morning. Review with your neighbor With the info you have now, what would you do differently? Would it change the outcome of the situation?

Sept 5 Evaluation

What will you try on Monday morning?

HOMEWORK

• Review each Communication Style
• On your User's Manual:
• Determine and record the Communication Style for each of your team members
• Make notes about some ways you can adapt to better communicate with each