Transcript Slide 1
Communication A foundation for optimal service delivery Yes, but what about communication? Project Success Proven Hermien Zaaiman Eleanor Huggett Objectives To achieve a greater understanding of: 1) What communication is 2) Why it is so difficult to communicate 3) Your own communication style Project Success Proven Communication – What is it? The process of sending and receiving messages Sending: Verbal and Non-Verbal Receiving: Perceiving, Listening and Understanding Communication is EVERYTHING YOU DO! And must be actively managed for optimal success Project Success Proven Communication What are the biggest challenges? The single biggest problem in communication is the illusion that it has taken place George Bernard Shaw Project Success Proven Communication – Effect of Giving What Contribution (%) You say The other person sees You sound like to the other person Receiving What Conscious Subconscious Project Success Proven Contribution (%) 7% Components of Communication Congruence and Dissonance What they see 38% How you speak 55% What you say First impressions matter Awareness matters Project Success Proven Dissonance Goulston’s ten most common perceptions that cause dissonance I believe I am Others may perceive you as Sly How do you Arrogant perceive Inappropriate yourself? Hyper How do you Shrewd Confident Humorous Energetic A person with strong opinions Opinionated believe others perceive you? Dissonance hampers effective communication Passionate Impulsive Strong The greatest dissonanceRigid occurs when people Detail oriented Quiet Sensitive Nitpicking feel most vulnerable Passive or Indecisive Needy Project Success Proven Mark Goulston, Just Listen, 2010 Change Project Success Proven What to do? When you can’t avoid dissonance, Anticipate it Mark Goulston Project Success Proven The Persuasion Cycle Listening Buy-In Considering Glad they did Willing to do Doing Project Success Proven Mark Goulston, Just Listen, 2010 Listening – What are you doing? Are you listening to respond or to understand? Do others understand what you are saying? Do you value what others are saying? What about that which has been left unsaid? Project Success Proven Receiving – Obstacles to listening and understanding Interrupting Objecting Redirecting Rational responses Emotional responses Project Success Proven What is the correct response? The Art of Effective Communication Management Try to understand the other person’s viewpoint Develop a desire to listen - Allow others to do the talking Ask clarifying questions Demonstrate respect, empathy and sensitivity Listen for the entire message Confirm your understanding of the message Take the other person’s communication preferences into account – How does s/he prefer to be communicated to? Project Success Proven Your Preferred Behavioural Style How you believe you tend to behave Project Success Proven vs. How others tend to experience you Behavioural Styles – The DISC Model Why? Understanding your own behavioural style assists you to: - Understand the impact of your behavioural style on others - Adapt your behaviour in interaction with others Understanding the natural behavioural styles and the preferences of others allows you to understand: - ‘Why’ they act the way they do at a very high level - How to adjust your own style when interacting with them to achieve the desired outcome Project Success Proven C Conscientious Task D Dominant Respond Project Success Proven Initiate S I Steady Influence People Objectives To achieve a greater understanding of: 1) What communication is 2) Why it is so difficult to communicate 3) Your own communication style Project Success Proven The Persuasion Cycle Listening Buy-In Considering Glad they did Willing to do Doing Project Success Proven Mark Goulston, Just Listen, 2010