Transcript Nov 2015 Workshop Dickinson_Effective Communicationsx

HOW TO WIN FRIENDS AND
INFLUENCE PEOPLE
COMMUNICATING MORE
EFFECTIVELY
David Dickinson
Vice President
NGC Melbourne Dale Carnegie Class
CHALLENGER INCIDENT
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January 28, 1986: The Space Shuttle Challenger broke apart 73 seconds after
launch.
An O-ring seal failed in the right solid rocket booster
Memos had been written for almost ten years prior to the disaster warning of O-ring
design problems
Engineers held a teleconference with managers the night before launch,
recommending against launch
Communication Failures
• Managers said they saw no conclusive evidence that temperature affected Oring behavior.
• Managers felt that engineers would never feel completely confident in launch.
Managers saw evidence that other shuttles had experienced leakage but had
remained intact.
Excerpt of Memo by John Miller (Marshall) -1979
• Upper tier managers reportedly were unaware, as were astronauts
http://www.engr.msstate.edu/current_students/technical_communications_program/tcp/barton/Challenger_Disaster.pdf
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Communication Skills
Speaking Effectively
Being Persuasive
Ability to make the complex simple
Some Communication is Non-Verbal
Different Perspectives
Dale Carnegie Course®: Skills for Success
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Communication Skills
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Fundamentals of Communication – The 3 Es:
 E – Earned the Right
… through study and experience
 E – Excited
… with positive feelings about your subject
 E – Eager
… to project the value to your listeners
Examples
 Milking Cows
 Football
 Tonight’s Topic
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– 1st E only
– 1st and 2nd Es
– All three Es
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Communication Skills
Magic Formula for Influencing Action:
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Incident + Action + Benefit = Desirable Actions and Results
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Incident – Evidence or Person-focused compliment or other
evidence
Action – Clear statement of the action we want the listeners to
take
Benefit – Positive result for the listener by taking the action we
recommend
Example
 Getting Stuck in the Creek (Using Principle for overcoming
worry/stress – how to face trouble)
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Leadership Skills
Exhibiting Self-Confidence
Developing Strong Relationships
Positively influencing the attitudes of others
Gaining Cooperation
Dealing with challenging situations effectively
The Direct Approach Works Sometimes,
But Not All The Time
Dale Carnegie Course®: Skills for Success
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Leadership Skills
Relationships Cooperation Leadership:
Be A
Leader
Gain
Cooperation
Enhance Relationships
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Leadership Skills: Enhancing Relationships
1. Don’t Criticize, condemn, or
complain.
2. Give honest, sincere
appreciation.
3. Arouse in other person an
eager want.
4. Become genuinely interested
in other people
5. Smile
6. Remember that a person’s
name is to that person the
sweetest and most important
sound in any language.
7. Be a good listener. Encourage
others to talk about
themselves.
8. Talk in terms of the others
person’s interest
9. Make the other person feel
important – and do it
sincerely.
Example
Coaching Basketball (Using 1,2 & 9 Principles)
Dale Carnegie Course®: Skills for Success
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Leadership Skills: Gaining Cooperation
10. The only way to get the best of
the argument is to avoid it.
11. Show respect for the other
person’s opinion. Never say,
“You’re wrong”.
12. If you’re wrong, admit it
quickly and emphatically.
13. Begin in a friendly way.
14. Get the other person saying
“yes, yes” immediately.
15. Let the other person do a
great deal of the talking.
16. Let the other person feel that
the idea is his or hers.
17. Try honestly to see things from
the other person’s point of
view.
18. Be sympathetic with the other
person’s ideas and desires
19. Appeal to the nobler motives
20. Dramatize your ideas
21. Throw down a challenge
Example
Mother-In-Law’s Grudge (Using 10, 11, 13, 17 and 19 Principles)
Dale Carnegie Course®: Skills for Success
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Communication Skills
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Speaking Effectively
Being Persuasive
Ability to make the complex simple
Leadership Skills
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Ability to exhibiting Self-Confidence
Ability to Develop Strong Relationships
Positively influencing the attitudes of others
Gaining Cooperation
Dealing with challenging situations more effectively
Dale Carnegie Course®: Skills for Success
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Story Telling can be
Effective
Communication Tool
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WHY STORYTELLING?
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http://lifehacker.com/5965703/the-science-of-storytellingwhy-telling-a-story-is-the-most-powerful-way-to-activate-ourbrains
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Effective
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Persuasive
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TYPES OF STORIES
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Warning
Success
Humorous
Branding
Parable
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WHAT TO AVOID
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Irrelevant
Long
Overdone
Forced
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ELEMENTS OF IMPACT
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Structure
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Content
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Delivery
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WHAT MAKES A
GOOD STORY?
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THREE MINUTE STORY
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Character
Context
Conflict/Opportunity
Resolution
Message
Example: Atlanta Trip
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DELIVERY TIPS
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How does a good storyteller sound?
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What does a strong delivery look like?
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THE ONE MINUTE STORY
Incident (90%)
 Action (5%)
 Benefit (5%)
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STORYTELLING GUIDELINES
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Word Emphasis
Pauses
Pacing
Voice Modulation
Dialog
Detail
Movement
Enthusiasm
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STORYTELLING PRINCIPLES
1.
2.
3.
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Don’t criticize, condemn, or complain
Arouse in the other person an eager want
Talk in terms of the other person’s interests
Get the other person saying “yes, yes” immediately
Appeal to nobler motives
Dramatize your ideas
Throw down a challenge
Make them happy about doing the thing you suggest
Dale Carnegie® Training
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DALE CARNEGIE®
HOW TO WIN
FRIENDS AND
INFLUENCE PEOPLE
COMMUNICATING
MORE EFFECTIVELY
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QUESTIONS
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