Transcript Productive Communication

FCRA presents:
Productive
Communication
Carol A. Price
Dr. Ali Saberi
Communication:
SERVICE
why is it so DIFFICULT
We all do it all the time
BUT: we often don’t pay
attention to what it’s
getting us in return!!!!
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51
65
26
15
18
54
1
28
63
4
64
61
30
49
50
47
71
31
7
55
11
33
67
35
45
24
34
56
32
66
12
68
Here’s how it works
mechanics
Communication
mechanics
Process
or
Product
based
sender
style
content
speed
receiver
Product vs. Process
“We received notice that you have
not renewed your medicine. Is
there a problem?”
“I see you haven't renewed your
prescription. We want to be sure
that the medicine stays at an even
level in your system so you won’t
experience shortness of breath or
breathing difficulties.”
how communication happens
Elements:
7%
38%
55%
That 7% matters
when it’s “trigger”
words
Elements:
7%
38%
55%
How Communication
Happens
How Communication
Happens
Elements:
7%
38%
55%
Pew Research Center for the People
and the Press
21% of (18-29 year olds)
Use the Daily Show as a place they
Regularly learned
presidential campaign news
Elements:
7%
38%
55%
Director of 1st
Impressions!
When dealing with Anger
3 steps:
1. Make them right
2. Stop talking
3. Ask permission
How Communication
Happens
Elements:
7%
38%
55%
how communication happens
Elements:
7%
38%
55%
60%
40%
how communication happens
Elements:
7%
38%
55%
65%
35%
intentions
mechanics
Here’s how it feels
Intention
Is up to
both of us
Best chance
of getting
what we
both want
I become more
“present” which
gives me
more control,
more peace
and
better
relationships
Intention
Is up to
both of us
Best chance
of getting
what we
both want
I become more
“responsive” and
less reactive which
gives me
more control,
more peace
and
better
relationships
Intention
Is up to
both of us
Best chance
of getting
what we
both want
I become more
“purposeful” which
gives me
more control,
more peace and
better
relationships
Here’s how we do it
semantics
intentions
mechanics
semantics
The Power of Purpose
deliver in the style of the receiver
Better
who, what,
where, when,
why, how
Easier
Product:
who, what, when, where,
outcome, results
Process:
why, how, how, how do you feel
want, expect, fair,
deliver in the style of the receiver
Better
who, what,
where, when,
why, how
Easier
Accountability:
(respectful yet accountable)
what I can do is…….
what I’m asking is……
my preference is ……..
Responsibility:
Who Are We?
What
Determines
My
Attitude?
Who Are We?
People
PERSONALITY
Aggressive
Passive
Task
My 4 Agreements
1.Be impeccable
with your word –
to them and
yourself.
Speak with integrity.
Say only what you
mean. Avoid using
words to speak
against yourself or to
gossip about others.
My 4 Agreements
2. Don’t take
anything
personally.
Nothing they
say is about
YOU, it’s about
who they are!
Nothing others do
is because of you.
What others say
and do is a
projection of their
own reality, their
own dreams.
My 4 Agreements
Tell people how to
treat you. Tell them
where your
boundaries lie, so they
have a choice when
they deal with you
3. Don’t make
assumptions.
Ask for what
you want and
tell others what
you need.
My 4 Agreements
Your best is going to change
from moment to moment; it
will be different when you are
feeling good vs. feeling bad.
Under any circumstances,
simply do your best, and you
will avoid self-judgment, selfabuse and regret
4. Always do
your best and it
varies from day
to day.
My 4 Agreements - Review
1.Be impeccable
with your word –
to them and
yourself.
2. Don’t take
anything
personally.
Nothing they
say is about
YOU, it’s about
who they are!
3. Don’t make
assumptions.
Ask for what
you want and
tell others what
you need.
4. Always do
your best and it
varies from day
to day.
deliver in the style of the receiver
Better
who, what,
where, when,
why, how
Easier
Accountability:
what I can do is…….
Responsibility:
are you expecting a specific
response………
Here’s how it turns out
In medicine:
knowledge
power
respect
compassion
Potential
Is up to
both of us
Best chance
of getting
what we
both want
I become more
“fulfilled” which
gives me
more control,
more peace and
better
relationships