Transcript DALE CARNEGIE TRAINING

Building Relationships
Through
Effective Communications
Jeff Shimer
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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
Sender
Receiver
Interactive
communication
typically includes:
Phone
calls
Group
meetings
1
on 1 meetings
Teleconferences
Video
Feedback
conferencing
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The Communication Cycle
of an Effective Leader
Message
Filter
Sender
Filter
Relationship
Filter
Receiver
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 person’s
personal qualities, strengths and
traits that made those
accomplishments possible
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Strength-Centered Compliments
How To Compliment:
Accomplishment
Personal
or Action
Trait
Evidence
Ask
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 R’s
Rapport
Review Purpose
Relate Findings
Recommend
Reassure
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Selling Your Ideas
A Quick
Quiz
Ask
Questions
Talk
in Terms of Their Interests
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Levels of Listening
Empathetic
Attentively
Selectively
Pretend
Ignore
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LADDER to Listening
 Look
at the Other Person
 Ask Questions
 Don’t Interrupt
 Don’t 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





Don’t 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 person’s
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
Need to
Want to
Can do
More coaching
Feedback
Follow-up
Accountability
Measurement
Recognition
Habit Attitude
Will do
Show me how
Skill Knowledge
Right Practice
with strong coaching
The knowledge trap
Fundamentals
Concepts
Principles
Today’s Business Reality
Time
Cost
Quality
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Tyranny of the Urgent
Urgent
I
Important
II
Crisis
Deadlines
Meetings
Repairs
III
Not Important
Not Urgent
Phone calls
Interruptions
Mail
Reports
Drop-ins
Planning
Clarifying Values
Relationships
Vision
ProcessImprovement
IV
Trivia
“Escapes”
Junk Mail
Busy Work
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