Transcript Effective Communication

Effectively
Communicating
with our Businesses
Sarah Cross
Environmental Health Officer
The Objectives
Explore
the impact regulators
have on a business
Understand
create
Enable
the impression we
us to get our message
across and ‘sell’ compliance
Scope
This training is not intended to
address businesses who are
unlikely to ever comply.
THE PROBLEM....
Perception …………..
Stereo-typical
enforcement = barriers
Reinforcement
Newspaper
TV
in media:
reports
documentaries
EACH TIME WE VISIT A BUSINESS
Introduction
Interview
/question
Train
Motivate
Coach
Advise
/ support
Emotions influence business
Have
Can
you ever been on the other side?
we put ourselves in their shoes?
FIGHT
or FLIGHT…
WHO ARE YOU DEALING WITH?
profession
psychologist
manager
friend
colleague
Our many roles
influence how we
behave
mentor
parent
son / daughter
teacher
student
DIFFERENT TYPES OF PEOPLE?
 DISC
Theory - 4 PATTERNS in people
CHANGE environment
TASK
oriented
PEOPLE
oriented
ACCEPT environment
The Quadrant of Communication
CONTROLLER
ANALYSER
Decision Making
Task
Risk
Status
Winning
Control
Formality
Time
Profits
Analysis
Detail
Numbers
Caution
Getting it Right
Perfection
Time Management
PROMOTER
SUPPORTER
Fun
Promoting Stuff
Taking the Easy Option
Charisma
Centre of attention
Success
Support
Help others
Behind the scenes person
Organised
Quiet
Likes People
WHERE DO OUR BUSINESSES BELONG IN
THE QUADRANT OF COMMUNICATION?
CONTROLLER
ANALYSER
Typical business owner:
Typical Business Owner:
•CEO
•MD
•Bespoke small business
•Accountant
•Solicitor
•Financial Director
PROMOTER
SUPPORTER
Typical Business Owner:
Typical Business Owner:
•Taxi Company
•Market Trader
•Lifestyle – beauty, health, fun etc
•Community led business
•Care Home
•Charity
10
TAILOR YOUR COMMUNICATION
– TALK ABOUT:
CONTROLLER
ANALYSER
Better management
Winning more business
Increase their profits
Be more effective / save time
Minimise risk
Bottom line
Avoid issues
‘Getting it right’
Be organised – one step ahead
Up to date guidance
PROMOTER
SUPPORTER
Make their life easier
Save them the effort later
Free their time up
Enjoy being compliant
Give their customers the best
Stay safe
Help their customers
Help the business
Be organised
Help the team stay in good order
11
USE YOUR VOTING BUTTONS
- WHICH PART OF THE QUADRANT DO THESE CELEBRITIES FIT IN TO?

OPRAH WINFREY

MOTHER THERESA

ANDY MURRAY

SIMON COWELL
CONTROLLER
ANALYSER
Decision Making
Task
Risk
Status
Winning
Control
Formality
Time
Profits
Analysis
Detail
Numbers
Caution
Getting it Right
Perfection
Time Management
PROMOTER
SUPPORTER
Fun
Promoting Stuff
Taking the Easy Option
Charisma
Centre of attention
Play full out
Success
Support
Help others
Behind the scenes
person
Organised
Quiet
Likes People
COMMUNICATION
"Two-way process of reaching mutual
understanding, in which participants not only
exchange information but also create and
share meaning."
Mehrabian, A. (1981) Silent messages:
Implicit communication of emotions and attitudes.
Communication
Words 7%
Tone of voice
38%
Body
language 55%
WHAT IS EFFECTIVE COMMUNICATION?
The
best
communicators
are............
The
best LISTENERS
INATTENTIVE LISTENING HABITS
What we say:
•
Finishing someone else’s sentences
•
Interrupting
•
Rapid- one way talking
•
Losing your train of thought
Body language:
•Slouching
•Crossed arms
•‘tutting’ or rolling eyes
ACTIVE LISTENERS
 Use
supportive words in correct tone
“go on”
 Have
“I understand”
inviting NATURAL posture
 Maintain
eye contact
 Acknowledge
others views
and accept
OVERCOMING BARRIERS

Use simple terms and words

Talk in a logical sequence

Use pictures, mime and written instructions

Check understanding and repeat if necessary

Summarise regularly

Avoid continually asking closed questions
Language barriers
• If difficulties exist – speak clearly, slowly and
don’t raise your voice
• Consider the benefit of an interpreter
HOW CAN WE BE BETTER?
 No
pre-judgement
 Ready
 Limit
 Ask
to listen and rapport
distractions
open ended questions
 Don’t
rush
 Clarify
 Voice
tone
‘Selling’ compliance
Where
is the emotional pull?
Promote
Create
the benefit
a ‘win-win’ situation
Self Assessment
Yes/No
1.
I like to multi-task and think about other things when people are
talking
1.
If people aren’t going to take my advice, they shouldn’t waste
my time telling me their problems
1.
I’m usually bored when the conversation doesn’t centre
around my interests
1.
When someone is slow to get a point across, I interrupt to get
things moving
1.
1.
When people speak to me, they most often have to compete
Questions
Yes/No
with a number of distractions
Does this ‘listener...’
1.
I tend to be involved in a lot of misunderstandings
Listening Skills Activity
In packs:
of Perception
often multi-task or seem distracted when you
are talking?
1.
A person’s appearance , grammar, or style of speaking affect
1.
become annoyed when you don’t take his/her
how much attention I give them
advice?
1.
I have trouble keeping a confidence
1.
1.
seem bored when the conversation doesn’t
centre around his/her interests
I usually feel that making my case is more important than
someone else's feelings
1.
frequently interrupt?
1.
When I don’t understand something, I will often1.fake it and
allow interruptions or distractions (such as
smile instead of asking questions
taking calls) when you wish he/she wouldn’t?
1.
I’m good at looking like I’m listening when I’m not.
people
1. Most
seem
to be involved in a lot of
don’t notice
misunderstandings (with you and/or others)?
1.
I tend to talk when I should be listening
1.
I trust my intuition and it serves me well
1.
1. withshow
I can usually tell when people aren’t being honest
me that he/she can be trusted to keep a
confidence
1.
I am good at soothing conflict situations and finding win-win
1.
bulldoze over other’s feelings to make a point?
solutions
1.
seem to allow the speakers appearance,
grammar, or style of speaking affect how much
attention he/she will give a person?
1.
show genuine interest and ask questions when
discussing issues that are complex or especially
important to you?
1.
ever seem to be pretending to listen?
1.
seem impatient and quick to draw
conclusions?
1.
tend to talk when he/she should be listening?
• Self assessment questionnaire
• Audit questionnaire to give a
family member or colleague