Transcript Fundraising 101 for Libraries

Improving Workplace
Relationships – Effectively
Communicating with People Who
Are Different Than You
October 27th, 2010
Presenter: Andrew Sanderbeck
Waynesville, North Carolina
PCI Webinars
www.peopleconnectinstitute.com
Foundation of Learning
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Share your experiences.
They provide valuable
insight.
If you are doing something
that gets the results you
want, keep doing it.
Take the information you
learn here and put it into
your own style.
Goals and Objectives
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Guidelines for Effective Communication
Do’s and Do not’s
The LNC’s of Communication
Enhancing Relationships Assessment
What the Results Indicate About Your
Communication Style
Techniques for Communicating More
Effectively with People Using Different
Styles
Polling Question #1
The average person listens with only
25% efficiency
True
False
Guidelines for Effective
Communication
DO NOT make assumptions
about language proficiency
Do not assume that a patron and co-worker:
•Speaks English fluently
•Does not speak English based on their
appearance or the color of their skin
•Remember, even if a person speaks English fluently,
misunderstandings can still arise, and when a person
is not proficient in English, misunderstandings are
even more likely.
Polling Question #2
I work with a diverse population of
patrons and/or coworkers
Yes
No
DO NOT make assumptions
about levels of understanding
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Assuming they don’t understand may
cause a patron and co-workers to feel
insulted; however, assuming that they do
can also be dangerous, as it may affect
communication outcomes.
DO Respect different beliefs
and attitudes
When appropriate, ask them about their
beliefs, attitudes, and experiences and
then acknowledge your understanding
of and respect for their views and ways
of doing things.
DO Take the time to explore and
resolve any misunderstandings.
Using phrases such as “I don’t think I
understand that point”, “Could you try
explaining that another way?”, “Let me
explain it differently”, may help in resolving
misunderstandings.
Polling Question #3
I am careful to keep my communication
as simple as possible
Yes
No
DO Speak clearly and slowly using
plain, straightforward language
Certain words, phrases, or actions may
have different meanings for different
people. For example, most Englishspeaking Canadians use "yes" to indicate
their agreement, but in some cultures
“yes” can be a form of acknowledgment
rather an indication of agreement.
DO Verify that you have been
understood
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It does not usually work to ask the other
person “Do you understand?”, as most
people will say “yes” whether they
understood or not. If you sense that the
person is unsure or confused, it may be
helpful to say something like, “Just to
clarify…” and then restate what you said in
a slightly different manner
DO Carefully observe
nonverbal responses
Be aware of the patrons and co-workers
body language as it can provide useful
cues. For instance, if someone looks
upset even after being told something
critical or constructive, he or she may
not have understood your message or
intention.
L = LISTEN
External Distractions
Internal Distractions
Trigger Words
Judging
L = LISTEN
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Prepare / Talking
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Meetings / Agenda
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Actively Listening
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Rely / Interpret
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Mind Already Made Up
N = NOTEBOOK
Names (Why you should use them)
Outcomes (Not Intentions)
Clarify (Before and After)
Create Bridges (A visual)
C = COLLABORATION
What it is/is not
Collaboration = working together, especially
with those you sees as difficult and/or
different
Collaboration isn’t inviting a bunch of people
to a meeting at the beginning of a project
Collaboration isn’t working separately on the
same project. It’s all about the „actually
working together“, not just contributing
bits to a pot
C = COLLABORATION
Why it is rare
It’s perceived as somehow fluffy, even
when the benefits are so obvious
C = COLLABORATION
When to use it
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at the beginning of a project, but not
JUST at the beginning
when you’re stuck, i.e. for trouble
shooting and problem solving (this is
collaborating with a narrow focus)
when you’re looking for inspiration
(yes, wide focus)
regularly, well, it must be trained …
Polling Question #4
We could collaborate more effectively
in our library
Yes
No
Enhancing Daily Relationships
Assessment
New Relationship Strategies
Socializers
Appreciation
Recognition
Great Ideas
Spontaneity/Fun
Follow-Through
People/People
Influencers
Positive Language
Directors/Efficients
Get it Done…Now
Results
Control
Decision-Maker
Rude and Abrasive
Very Direct
Be Productive
Thinkers/Factuals
Get it Right
Planning/Organizing
Structure
Indirect
Perfectionist
Validated
Information and Data
Very Organized Work Area
Relaters/Loyals
Everybody Get Along
Caretakers
Routine
Very Caring
Good Listeners
Not Taking Care of Themselves
Reassurance
The Platinum Rule
“Do Unto Others As
They Would Have
Done Unto Them”
Thanks for Attending
Training with PCI Webinars!
Managing Yourself Instead of Managing Time
with Andrew Sanderbeck
Wednesday November 3rd at 1:00 pm