Transcript 23D QUARTERMASTER BRIGADE

23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
EFFECTIVE COMMUNICATION
IN THE WORKPLACE
CH JOE HUGHES
“THE CORPS STARTS HERE!”
23D Sam
QUARTERMASTER
BRIGADE
Fort
Houston
AGENDA
• WHY TEACH COMMUNICATIONS?
• DEFINITION
• BASIC ELEMENTS
• DISTRACTORS
• THE COMPLETE MESSAGE
• KEYS TO LISTENING
• TALKING SKILLS
• SUMMARY
• CONCLUSION
“THE CORPS STARTS HERE!”
23D Sam
QUARTERMASTER
BRIGADE
Fort
Houston
GOAL
WHY
TEACH
COMMUNICATION?
• IT IS EXTREMELY IMPORTANT
• WHEN DIALOGUE STOPS,
RESENTMENT AND HATE ARE
BORN
• BAD COMMUNICATION IS EASY
“THE CORPS STARTS HERE!”
23D Sam
QUARTERMASTER
BRIGADE
Fort
Houston
COMMUNICATION
DEFINITION
COMMUNICATION IS...
A PROCESS (EITHER VERBAL OR NONVERBAL) OF SHARING INFORMATION
WITH ANOTHER PERSON IN SUCH A
WAY THAT HE OR SHE UNDERSTANDS
WHAT YOU ARE SAYING”. TALKING,
LISTENING, AND UNDERSTANDING ARE
ALL INVOLVED IN THE PROCESS OF
COMMUNICATION.
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
BASIC ELEMENTS OF
COMMUNICATIONS
•ABILITY TO LISTEN
•LISTENING SKILLS
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
LAWS OF
COMMUNICATION
• The Law of the First Impression: “How people
perceive you is how they react to you.”
• The Law of Harvest: “You reap what you sow.”
• The 2nd Law of Thermodynamics: “Anything
left to itself goes to pot.”
• The Law of the Golden Rule: “Do unto others
as you would have them do unto you.”
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
DISTRACTORS TO
COMMUNICATION
• DAY-DREAMING
• DETOURS
• DEBATES
• SELF-BRIEF
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
THE COMPLETE MESSAGE
•ACTUAL WORDS
•TONE OF VOICE
•NONVERBAL COMMUNICATION
7%
38%
55%
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
THE KEY TO LISTENING
TO GAIN UNDERSTANDING BEFORE
MOVING INTO ACTION:
*PUTTING YOUR OWN CONCERNS
ON HOLD TEMPORARILY
*FOLLOWING RATHER THAN
LEADING
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
THE CHALLENGE OF
TELEPHONE MANAGEMENT
• 96% of all dissatisfied callers will never
complain about the way you treated them.
• 90% won’t call back.
• Each of the 90% will tell at least 9 others
how you treated them.
• 13% will tell 20 or more how you treated
them on the phone.
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
WHAT DOES THE CALLER
(SOLDIER) EXPECT?
• Reliability: Dependable, accurate, and consistent
information
• Responsiveness: Helpful, prompt service
• Assurance: Knowledgeable, courteous, and
confident assistance
• Tangibles: A system that works; professional
leadership
• Empathy: Individualized attention: someone
who will listen
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
It’s All About People
• Remember what business you’re in
• Identify all the possible scenarios that
could be presented by the soldier
• Make it easy for the caller to
communicate with you
• Listen
• Periodically evaluate your
communication skills
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
ROADBLOCKS TO COMMUNICATION
• Unfulfilled Expectations
• Unfulfilled Needs
• Loss of Job Focus
• Personal Attitude
• Lack of Understanding
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
The Challenging Caller
• The Sherman Tank (“Attack!”)
• The Sniper (“Gottcha!”)
• The Exploder (“Fire For Effect!”)
• The Recruit (“What was the
FAX#?”)
• The Whiner (“Waah…snivel,
snivel”)
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
THE MOMENT OF TRUTH (MOT)
“The point when the expectancy level of
the customer contacts the service
delivery level of an organization.”
-Tom Winninger, SAS
1) The call to ARPERSCOM
2) The connection to a career manager
3) The 5-10 minute conversation; (MOT)
4) The disconnection
5) The soldier makes an important decision
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
CONCLUSION
“CONFLICT DOES NOT HAVE TO
DESTROY YOU, BUT IT CAN
PROVIDE THE MOMENTUM TO
BRING POSITIVE CHANGE AND
GROWTH WITHIN A
RELATIONSHIP”
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
ANGER CONTROL
CH Joe Hughes
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
AGENDA
• WHY ANGER CONTROL
• DEFINITION OF ANGER
• IMPACT OF ANGER
• EXAMPLE OF IMPACT OF ANGER
• WHERE DO EMOTIONS COME FROM
• WHO IS IN CHARGE OF YOUR ANGER
• REASONS FOR ANGER
• KEYS TO CONTROLLING YOUR ANGER
• RESPOND – DON’T REACT
• TAKING CONTROL OF YOUR ANGER
• SUMMARY & CONCLUSION
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
WHY ANGER CONTROL?
•ANGER CAUSES STRESS
• ANGER CAUSES ABUSE OF
ALL TYPES
• ANGER CAUSES PAIN
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
DEFINITION OF ANGER:
“A feeling of great displeasure or
hostility toward someone or something
caused by a sense of injury or wrong;
rage; wrath.”
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
IMPACT OF ANGER
• FIRST COMES THE INCIDENT
OR EVENT
• SECOND IS THE INDIVIDUAL’S
VALUES OR BELIEFS ABOUT THE
INCIDENT
• THIRD IS THE INDIVIDUAL’S
EMOTIONAL RESPONSE
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
EXAMPLES OF ANGER’S
IMPACT:
• SOLDIERS GOING TO A BATTALION
ORGANIZATIONAL DAY AND THEY ARE
WAITING FOR ONE SOLDIER
• SOLDIERS BECOME ANXIOUS
• THEY GET ANGRY WITH THE
SOLDIER WHO IS LATE
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
WHERE DO EMOTIONS COME
FROM?
• WHAT STEPS ARE NECESSARY TO
MAKE YOU ANGRY?
• WHAT HAPPENS PHYSICALLY TO LET
YOU KNOW YOU ARE ANGRY?
• WHAT MAKES YOU ANGRY?
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
WHO IS IN CHARGE OF YOUR
ANGER?
• MY COMMANDER?
• MY SERGEANT?
• MY SPOUSE?
• MY FRIEND?
• ME?
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
REASONS FOR ANGER?
• WE THINK NEGATIVE THOUGHTS
• WE LOSE CONTROL OF THE
SITUATION
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
KEYS TO CONTROLLING
YOUR ANGER
• YOU ARE THE ONE TO CONTROL
YOUR ANGER
• ONLY YOU CAN CONTROL
YOUR THINKING
• NEGATIVE THOUGHTS = ANGER
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
STEPS IN CONTROLLING
ANGER
• DON’T MAKE ASSUMPTIONS
ABOUT OTHERS
• DON’T THINK FOR OTHERS
• DON’T INFLATE SITUATIONS
• DON’T USE “SHOULD” STATEMENTS
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
RESPOND DON’T REACT
• STOP NEGATIVE FANTASIES
• THINK ABOUT POSSIBILITIES
• PUT THINGS INTO PERSPECTIVE
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
TAKING CONTROL OF
YOUR ANGER
• ADMIT YOUR ANGER
• THINK ABOUT THE END RESULTS
• TALK ABOUT YOUR ANGER
• LET GO OF YOUR ANGER
• FORGIVE OTHERS
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
SUMMARY
• UNDERSTAND WHAT ANGER IS
• KNOW WHY YOU GET ANGRY
• WHO IS IN CHARGE OF MY ANGER
• TAKE CONTROL OF MY ANGER
“THE CORPS STARTS HERE!”
23D
BRIGADE
Fort QUARTERMASTER
Sam Houston
CONCLUSION
ANGER DOES NOT HAVE TO
CONTROL YOU,
BUT YOU NEED TO CONTROL
IT TO HAVE POSITIVE
RELATIONSHIPS IN LIFE.
“THE CORPS STARTS HERE!”