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Professional Development Tool Box: Communication & Messaging Jacqueline Coleman, M.Ed, MSM February 28, 2012 Learning Objectives MLP Participants will: – Learn the interdependent components of the Leadership Paradigm – Identify the various skills utilized in effective communication – Recognize the various types of communication styles – Discuss enhancers and barriers to effective communication and strategies to overcome barriers – Identify the distinction between communication and dialogue and elements of crucial conversations – Understand the process of effective meeting facilitation Professional Development PROFESSIONAL DEVELOPMENT Level 1 Work on Yourself Focus on Strengths Devote 70% on Strengths Work in Your Strengths Focus on New things Devote 25% on New Things Work on Your Priorities Focus on Weakness Devote 5% on Areas of Weakness Work w/ Your Contemporaries Communications 101 Overview Communication – Styles – Types Effective Communication – Skills The Art of Dialogue Presentation Anxiety & Strategies to Overcome PowerPoint Communication To convey a message to someone else clearly and in a manner that everyone involved understands the same information. – Non-Verbal Written Body language – Verbal Communication Styles Guardians – Servers and protectors, cornerstones of society Idealists – Concerned with personal growth, passionate Rationals – Problem solvers Artisans – Spontaneous, adaptable and competitive Non-Verbal Communication Written – Email – In-person Body Language Eye Contact Effective Communication What examples of non-verbal communication have you experienced that significantly impacted the presentation? – What was the impact? What are the enhancers or promoters to effective communication that you have experienced? What are the barriers to effective communication that you have experienced? Your Experiences with Communications Brainstorm What are the enhancers or promoters to effective communication? What are the barriers to effective communication? Traits of Effective Communicators Patient Knowledgeable Speaks Clearly Observant Prepared Flexible Aware of body language Non-judgmental Communication Skills Use of humor Active-listening Eye Contact Questioning Tone Pace Learning How to Hold Crucial Conversations Crucial Conversations Four principles of turning ideas into action: – Master the content – Master the skills – Enhance your motive – Watch for cues [Source: Patterson, 2002] Style Under Stress Test STYLE UNDER STRESS This 33-question assessment allows you to see how you respond in crucial conversations in a specific relationship. The results indicate your natural tendencies to move toward silence or violence as well as the dialogue skills or tools you use well or need improvement in. http://www.vitalsmarts.com/styleunderstress.aspx Crucial Tip Work on Me First – "There's only one corner of the universe you can be certain of improving, and that's your own self.“ - Aldous Huxley – A focus only on improving your own responses and reactions, will allow you to have the power to improve both your results and your relationships. Making Effective Presentations Presentation Anxiety When you present or think of presenting, what makes you anxious? Strategies to Overcome Anxiety Master the four key elements of presenting – Audience – Content – Process/Delivery – Environment 10 Points to Consider 1. Once you have written your text, cut, cut, cut 2. Group similar ideas together and organize into thematic groupings 3. Make sure audience departs more informed 4. Involve audience in presentation where possible 5. For every hour of presentation, prep for 10 hours 10 Points to Consider 6. Research the audience 7. Test the microphone and other technology ahead of presentation 8. Open effectively, close memorably 9. Prepare yourself – think positively; believe in yourself 10. Visualize success Audience Who Expectations Agenda Welcome Content Prepare, Prepare, Prepare Select Key Points Be Clear Be Concise Use examples Process/Delivery Practice Follow a natural sequence Think through possible questions Anticipate Murphy’s arrival Manage the silence Environment Check out the space in advance Arrive early Ensure equipment is working Dress appropriately Additional Tips Practice relaxation techniques Smile Make eye contact Use excess energy…move Preparing your Visual Aids According to researchers, people retain: – 20% of what they hear – 30% of what they see – 50% of what they hear and see and; – 90% of what they see, hear, say and do Use of PowerPoint Strengths – Provides framework – Makes visual connection – Guides the presenter PowerPoint Basics Less is more Use contrasting colors Use phrases not complete sentences Use large font Proof your slides No-No’s Distracting animation Sound effects Too much text Too many photos, etc All CAPITAL LETTERS! Summary Recognize the various styles of communication Identify skills used in effective communication Overcome anxiety through preparation Keep your presentation simple Quiz on Presentation Effectiveness Issue 1.Small audience 2. Large audience 3. Bored audience 4. Equipment failure 5. Meeting delayed/Limited time 6. Dealing with Q/A session 7. Other 8. Other Strategy To Address The Art of Facilitation What is Facilitation? The art and science of managing meetings and group processes, facilitation involves guiding meetings and groups while using a specific set of skills and tools. Facilitation An effective facilitator smooths the way for group members to: – Brainstorm options – Identify viable solutions – Develop and implement action plans The Skills Making everyone feel comfortable and valued Encouraging participation Preventing and managing conflict Guiding the group Ensuring quality decisions Ensuring outcomebased meetings Listening and observing Facilitator’s Main Task Keep the group on task Assess the group’s concentration and engagement Clarify confusing discussions Provide feedback to the group Enforce group rules The Art of Dialogue What is Dialogue ? – di-a-logue or di-a-log (n) The free flow of meaning between two or more people. A Model of Dialogue [Source: Patterson, 2002] Crucial Conversation Tip "If an issue is so serious that we find ourselves acting it out instead of talking it out, we need to hold the conversation with the person in question." - Al Switzler, coauthor of Crucial Conversations How Does it Work? Fill the pool of shared meaning Start with heart – Work on you first – you’re the only person you can control Focus on what you really want – Ask: what does my behavior tell me about what my motives are? – What do I really want for myself? – For others? – For the relationship? [Source: Patterson, 2002] How Does it Work? Open yourself to change Search for the elusive And – Avoid the Sucker’s choice – Watch to see if you are making yourself choose between peace and honesty, winning and losing, right or wrong – Break free and search for And – Clarify what you don’t want, add to what you want and ask your brain to search for healthy options Professional Development Tools & Resources My Development PlanGrid For Success Context Strengths New Things Areas of Development Professional Personal Organizational Quiz Making meaningful change to improve products, processes or organizational effectiveness 1. Knowledge Assets Results in improved services to clients and stakeholders 2. Effective How well a process or measure addresses its intended purpose 3. Core competencies Organization’s greatest areas of expertise Desired future state of your organization Accumulated intellectual resources of your organization Consistency of plans, processes, information, actions, results to support organization-wide goals 4. High performance work 5. Alignment 6. Innovation 7. Vision The 7 Habits of Highly Effective Managers 1) Know your limits 2) Listen first before speaking 3) Ask ‘Why?’ not ‘What?’ 4) Be decisive 5) Be responsive 6) Communicate frequently 7) Manage passion Competency Best Practices Communication (effectively express to and receive information from individuals and diverse groups) Conflict management (communicating performance feedback in a timely and effective manner, using resistance, and receiving criticism) Competency Best Practices Coaching (developing clear individual goals and implementation plans for team members, developing trust, and supporting, motivating and reinforcing individual performance in support of their own and organizational goals) Competency Best Practices Focus (establishing a clear vision, values, and mission to drive and sustain a customer-centered, strategic change) Team development (establishing team processes that support diverse professionals to work together for the joint mission) [Source: Change Central, 2001] Leadership Empowerment Rules Rule # 1 – Do one or two things well and avoid the rest. – The first 90 percent of a project takes 90 per cent of the time. The last 10 percent takes the other 90 percent of the time. -Anonymous Rule # 2 – Avoid straightjacket thinking. – No one is less ready for tomorrow than the person who holds the most rigid beliefs about what tomorrow will contain. -Watts Wacker, The Visionary’s Handbook Leadership Empowerment Rules Rule # 3 – It is easy to forget that you are supposed to be an innovative, creative, cutting-edge sort of manager. – Consider how you would view the job, dept. and team if you were a stranger Rule # 4 – Every job is a self-portrait of the person who does it. Autograph your work with excellence. Rule #5 – Train them to bring you solutions, not just problems. Leadership Empowerment Rules Rule #5 – Train them to bring you solutions, not just problems Rule #6 – Create a good atmosphere Rule # 7 – Hold effective meetings – no, really effective – Meetings have 4 purposes: To create and fuse a team To impart information To brainstorm ideas [and make decisions] To collect information [and make decisions] Leadership Paradigm References Patterson, K., Grenny, J.; McMillan, R.; & Switzler, A. [2002]. Crucial conversations: tools for talking when stakes are high. New York, NY: McGraw Hill. Templar, R. [2005]. The rules of management. London: Pearson Education Limited.