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
Group A - list of "Do's" Group B - list of "Don'ts" Group C - email vs text Group D - when to wait
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
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
- Decide which style is most like you
- Go to your corner
- Discuss scenarios
- 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
- 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)
4 Elements of Active Listening
- 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)
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) - Come up with 3 Open questions you would ask to gather more info from the employee.
- 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
MBI Communication
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Transcript
COMMUNICATING FOR RESULTS
LEADER VS MANAGER: A DIFFERENCE OF PURPOSE
Processes- Manager counts value (time/money/talent resources)
- Leader creates value (their actions inspire or set the example, impacting time/money/talent)
- 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)
ValueHOMEWORK REVIEW
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 waitTips for Effective Emailing/Texting
DO
Tips for Effective Emailing/Texting
DON'T
https://youtu.be/HTgYHHKs0Zw
Tips for Effective Emailing/Texting
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- make one up OR
- identify your style as we review next section
- 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?What's Your Communication Style?
Online Assessment- make one up OR
- identify your style as we review next section
- 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?What's Your Communication Style?
ANALYTICAL
What's Your Communication Style?
INTUITIVE
ANALYTICAL
What's Your Communication Style?
INTUITIVE
ANALYTICAL
FUNCTIONAL
What's Your Communication Style?
ANALYTICAL
INTUITIVE
PERSONAL
FUNCTIONAL
INTUITIVE
ANALYTICAL
FUNCTIONAL
Company Picnic Planning
ANALYTICAL
INTUITIVE
PERSONAL
FUNCTIONAL
Clues to Their Communication Style
ANALYTICAL
FUNCTIONAL
INTUITIVE
PERSONAL
ANALYTICAL
FUNCTIONAL
INTUITIVE
PERSONAL
HOMEWORK
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 styles and motivators
- use active listening, look for non-verbal cues
- communication style
- know what you're good at and use it
- motivations, triggers, etc.
Get to know your people!Emotional Intelligence
How to improve your EI:
Get comfortable with yourself- WHY do you react positively or negatively?
- What do you do that has worked well (or not)?
- Talk to people - understand and be understood
- 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/interactLISTENING + 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
4 Elements of Active Listening
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)- Come up with 3 Open questions you would ask to gather more info from the employee.
- 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