Transcript Slide 1
2013 Georgia Society for Healthcare Executive Assistants Annual Conference September 29-30, 2013 The Ridges Resort, Hiawassee
• The Effective Communicator
The Effective Communicator
Sherry K. Basile, PhD Tanner Health System Director of Learning & Development
•
1798
•
75-80%
•
45
- Messages sent & received each day -Time the average business executive spends communicating - Minutes per hour executives spend communicating
• • • • • • •
9:15 a.m. Communication Skills 10:15 a.m. Break 10:30 a.m. Presentation Skills 11:30 a.m. Lunch 1:00 p.m. Personality Assessment 2:00 p.m. Break 2:15 p.m. Relationship Building Skills
1. Attending skills 2. Active Listening skills a. Reflection b. Paraphrase c. Open questions d. Summarize; Check out
Attending skills
S – Sit Squarely O – Open Posture L – Lean E – Eye Contact R – Relax
Active Listening Activity
9
Hearing vs. Active Listening
Hearing: to perceive sound Active listening requires the listener: 1. To feed back what they heard 2. To confirm what they heard 3. To confirm the understanding of both parties.
Non-verbal signs of Active Listening: 1. Smiles 2. Nods 3. Eye contact 4. Posture 5. Mirroring: Bio-rapport and body drama
Verbal Signs of Active Listening 1. Remembering 2. Reflection 3. Questioning 4. Clarification 5. Summarization
Reflection
Bing Dictionary
1.
to send something back; usually back to its point of origin. 2. to show a mirror image of something: to show as a mirror would
Look at the person; listen to the content, and interpret. Say: “ Sounds like you are upset. What triggered that?” Or, “I noticed that after I said__________, you got really quiet, (or rolled your eyes…). Looks as though you disagree.” “ I hear your concern and wonder how I might be helpful.” Apologize when appropriate.
Paraphrasing
(Bing Dictionary )
1. to rephrase and simplify; 2. to restate something using different words, especially to make it simpler or shorter.
Summarizing
(Bing Dictionary)
1. to give a
shortened version
of something that has been said or written,
stating its main points
.
Effective Questions
Refrain from asking “Why”
Use Open-ended: who, what, where, when
“Tell me about…”
Choose Your Words Carefully.
Saying, "You need to… ought to… should…shouldn’t…" can put others on the defensive. “ Instead, say “When you...” or “I noticed that...“, or
“it would be helpful if...”
Begin with the action or behavior that needs to be changed, rather than with “You”.
Degrees of Active Listening
Repeating Paraphrasing Reflecting Perceiving Perceiving Perceiving Paying Attention Paying Attention Paying Attention Remembering Remembering Remembering Repeating the message using exactly the same words used by the speaker Thinking and Reasoning Rendering the message using similar words and similar phrase arrangement to the ones used by the speaker Thinking and Reasoning Rendering the message using your own words and sentence structure
Skills Practice with Your Real Life Scenarios
10:15 a.m. – 10:30 a.m. Break
10:30 a.m. Presentation Skills
You Can Be:
Effective Powerful Engaging
Every presentation is a public performance— persuading listeners is about much more than conveying information.
Your Tools of Performance
Voice Language Usage Movement Body Language
Voice
Volume Tone Pacing Speak loudly without overpowering.
Avoid monotone. Speak with feeling; change
your intonations. Natural.
Language Usage
• • • Use words that convey confidence and interest. Use short sentences and short, simple words.
Speak slowly and clearly so everyone can understand every word.
Movement
1) Work the room; create a relationship with your audience.
2) Use of space.
3) Move appropriately and with purpose. 4) Be relaxed, casual.
5) Natural movements that support your words. 6) Stand still to make an important point.
7) Avoid the “Pacing Tiger”.
Body Language
1) Stand straight, not stiff. 2) Find your center of gravity. 3) Radiate energy.
4) Pleasant & friendly facial expressions. 5) Openness and accessibility. 6) Make good eye contact – three to five seconds per person.
B o d y L a n g u a g e Your Hands – What to do with them?
What to Do with Your Hands? 1) Not in your pockets; by your sides.
2) Not “handcuffed” behind your back.
3) Not grabbing your elbows with arms crossed.
4) Not wringing nervously.
5) Use to emphasize a point or certain word.
6) By all means, NO “fig leaf.”
Hands in Pockets Handcuffed Weight shifted
Your Introduction
• First 30 seconds, grab their attention.
• First 2 minutes, give them what they came for: WIIFM.
• At the five-minute mark you will have described in explicit detail, how you will deliver what they came for.
Days prior to your presentation:
• Reduce anxiety. • Practice – allot
– out loud, in front of a mirror, friends, family.
• Memorize
the first two minutes.
Then, you breeze on through the butterfly phase.
When you enter the room:
• Focus on making your movements fluid and confident.
• Find a few friendly faces in the audience, for reassurance. • Smile. Show that you want to be there.
• Be yourself.
Recommended Readings: Simply Speaking! The No-Sweat Way to Prepare &
Deliver Presentations (2000) By David Greenberg
The Presentation Secrets of Steve Jobs: How to Be Insanely Great in Front of Any Audience
(2010) by Carmine Galla
Individual Experience
Develop an opening to a meeting or presentation, Yours or your boss’s.
1) Interesting opening that hooks your audience.
2) Describe WIIFM.
3) Disclose the purpose of the meeting.
Lunch Break: 11:30AM -1:00PM
1:00PM – 2:00PM Personality Assessment
True Colors: History
Don Lowry created
T r u e C o l o r s
™ in 1978, modeled after the Isabel Briggs-Myers, Katherine Briggs, and David Keirsey. Each of us is a unique blend of all the colors.
Increased understanding of ourselves and others reduces conflict, increases productivity, efficiency and teamwork.
Better equipped to interact effectively.
The Assessment
T r u e C o l o r s Orange , Gold , Green , Blue
…Which one are you?
Identifying your personality type & work style
ORANGE
Act on a moment’s notice Witty, charming and spontaneous: they consider life as a game to be played here and now!
Impulsive, generous and impactful: they need fun, variety, stimulation and excitement in all aspects of their lives.
Optimistic, eager and bold: they value skill, resourcefulness and courage.
Physical, immediate and fraternal: they are natural trouble shooters, performers and competitors!
GOLD
At work: provide stability and maintain organization. Detail oriented and hard working!
In love: serious-minded views of love. Want to build secure life with partner and do practical things to show their love.
During childhood: followed rules and regulations. Understood and respected authority; comfortable with academic routine Easiest of all types of children to adapt to educational system!
BLUE
Need to feel unique and authentic!
Enthusiastic, sympathetic and personal: they look for meaning and significance in life!
Warm, communicative, compassionate: need to contribute, encourage and care about what they do.
Idealistic, spiritual and sincere: value integrity and unity in their relationships. Peaceful, flexible and imaginative: they are natural romantics, poets and nurturers
GREEN
Always seek knowledge and understanding!
Analytical, global and conceptual: live their lives by their own standards!
Cool, calm and collected: need explanations and answers.
Inventive, logical and perfectionists: value intelligence, fairness and justice.
Abstract, hypothetical and investigative: natural non conformists, visionaries and problem solvers.
Small Group Exercise
Contribute Challenge
1.
1.
2.
3.
2.
3.
1) Assemble in Color Groups; choose a Reporter.
2) Discuss your color Group’s traits that best contribute in the workplace. Chart.
3) Discuss your Color Group’s challenge areas, particularly at work. Chart.
4) What will it be helpful to do more or less of?
5) Your Reporter shares your top 3 of each.
Break 2:00PM – 2:15PM
“In the real world…it’s the relationships – the formal and informal networks of people – that really govern how the organization runs and how value is created.”
Michael Schrage | Wall Street Journal | March 1990
And Effectiveness with Others
Small Group Exercise
1) Assemble in Color Groups; use handout; choose Reporter.
2) Determine the Color of each of your CEOs.
3) Discuss your Color traits that enable you to be most effective with your CEO. What “Ahas” have you discovered about your relationship?
4) Determine: 1) A co-worker who has been a challenge in the past 2) Their color 3) Ways you can approach them differently 4) Translate this to multiple co-workers once back at your workplace 5) Report out on: 1) traits of one effective CEO relationship, and 2) ways you have learned to improve one of those co-worker relationships.
Debrief
Conclusion
There is no “one size fits all” that puts every single personality into a box! Every person reacts to situations in their own way. It’s important to still get to know your peers as individuals!
Similarly, everyone acts differently in separate environments! You may be a Gold at work and a Blue at home! It’s perfectly normal… Try to play to each others strengths by considering their Colors. Understanding how you may be perceived can help you better communicate.
Questions?
Thank you so much for listening…actively, Sherry