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An Introduction to
Face-to-Face
Communication

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What is
Face-to-Face
Communication?

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What Are the Face-to-Face Communication
Responsibilities of Site Managers?
Communicating a vision—providing direction
Establishing performance and behavioral
standards and expectations
Reviewing work products of your direct reports
Agreeing on a path forward
Design or planning sessions
1:1 coaching sessions
Communicating new policies, procedures and initiatives
Interviewing a candidate for a position or role
Onboarding a new team member
List continued on next slide

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What Are the Face-to-Face Communication
Responsibilities of Site Managers? (cont.)
Proposing or selling an idea or concept
Asking for feedback
Pre-presenting a presentation
Resolving a con ict
Talking to a peer who isn't keeping commitments
Talking to a colleague who is hoarding
information or resources
Giving an unfavorable performance review
Giving the boss feedback about his or her behavior
And others…

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What is the Current Site
Communication Environment?
Frequent reorganizations Highly matrixed organization
Unclear accountabilities
Continuous launch of new
become better at everything
initiatives
Greater diversity than ever
electronic communication
Intense competitive pressure mediums
do more with less people much before you do things
(real or perceived)

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Behind the Numbers
They Want More Feedback
Employees value regular feedback from superiors.
A 2006 study by Jack Morton Worldwide, found that
67% of employees are dissatisfied with the quality and
frequency of feedback they get from their bosses.
Of that number, 31% bluntly stated that their
management doesn't communicate with them oen
enough.

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The Different
Aspects of
Face-to-Face
Communication

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The Different Aspects of
Face-to-Face Communication
SPOKEN WORD
Hello
Guten Tag
Ciao
Konnichiwa
Ni Hao
Hola
Bonjour

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The Different Aspects of
Face-to-Face Communication
PARALINGUISTICS
Vocal tone
Volume
Inflection
Pitch

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The Different Aspects of
Face-to-Face Communication
CHRONEMICS
Pace—verbal and non-verbal

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Ben Stein, Actor: As a Slow-Paced
Economics Teacher in the Film “Ferris Bueller”

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What is the Impact of
PACE in This Example?
Mitch Jordan: 2006 All Around World
Champion Rookie Auctioneer

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The Different Aspects of
Face-to-Face Communication
FACIAL
EXPRESSION

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The Different Aspects of
Face-to-Face Communication
GESTURES

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The Different Aspects of
Face-to-Face Communication
BODY LANGUAGE
& POSTURE

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The Different Aspects of
Face-to-Face Communication
OCULESICS
(the role of eyes)

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The Different Aspects of
Face-to-Face Communication
PROXEMICS
(the amount of
distance or space)

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The Different Aspects of
Face-to-Face Communication
HAPTICS
(touch)

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The Different Aspects of
Face-to-Face Communication
APPEARANCE
Our choice of
clothing (including
color), hairstyles &
other factors

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This Exceptional Communicator
Connects with People Via Her Natural
& Open Non-Verbal Messaging
Oprah Winfrey leading a panel discussion
on the state of healthcare in America

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The 12 Keys to
Exceptional
Face-to-Face
Communication

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Development of the 12 Keys Began
with the Identification of the Major
Inherent Barriers Opposing Effective
Interpersonal Communication
Filtering (sender)
Emotions / Mood
Individual Perception / Value Judgment
Defensiveness
Information Overload
Language / Jargon
Cultural Di erences

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Prior to
the Interaction

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Crystallize
Your Aims

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Crystallize Your Aims
It should all START HERE
Do not pass go until your aims are clear

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Crystallize Your Aims (cont.)
What are the one or more SPECIFIC topics?
What are the desired SPECIFIC outcomes?
What do I want the person to remember?

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What is the Overarching Aim
of the Communication?
Inform Persuade
Clarify Motivate
Explain Celebrate
Direct Inquire/Seek
Feedback
Challenge
Inspire
Coach/
Instruct Praise

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Prepare a
Strategic
Approach

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Prepare a
Strategic Approach
What communication style and approach
does the individual best respond to?
Where should the communication take
place?
What are the timing considerations?

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Prepare a Strategic
Approach (cont.)
How will you develop share of mind?

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During
the Interaction

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Align All of
Your Verbal &
Non-Verbal
Messaging

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Align All of Your Verbal
& Non-Verbal Messaging
To Optimize Your Effectiveness,
All Aspects of a Face-to-Face
Interaction Need to Be Aligned

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NEGATIVE Non-Verbal Signals
These are often perceived as negative:
1. Fidgeting
2. Fiddling with pens, etc.
3. Checking e-mail
4. Rolling your eyes
5. Glancing at your watch
6. Yawning
7. Doing things other than being focused in the
discussion

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POSITIVE Non-Verbal Signals
These are often perceived as positive:
1. Steady eye contact
2. Smiles, nods
3. Changing expressions
4. Eliminating background distractions
5. Not allowing interruptions
6. Actively listening

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Actively
Listen

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Actively Listen
Pay attention!
Non-verbal
trumps verbal
Check for mutual
understanding

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Create
the
Desired
Mood

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What is Mood
and Why Does
It Matter?

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Serious Cheerful
Humorous Anxious
Tense Energetic
Relaxed Bewildered
Urgent Pleasant
Calm Uncomfortable
Annoyed

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Mood profoundly impacts
receptivity and perspective
+/–

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Choose the approach that will
best lead to the desired result:
Formal or Informal
Fast-paced or Deliberate
Macro or Micro
Direct or Indirect
Directive or Collaborative
Other

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Clearly
Articulate
the
Topics &
Objectives

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Clearly Articulate the
Topics & Objectives
START THE COMMUNICATION HERE

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Clearly Articulate the
Topics & Objectives (cont.)
Clearly and succinctly articulate the one or
more SPECIFIC topics
Clearly and succinctly articulate the one or
more SPECIFIC objectives
Confirm that topics and objectives are
understood

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Establish
Context

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To the degree that’s necessary
to achieve your aims—
set the stage for the rest of the
communication by providing
CONTEXT for the topics

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CONTEXT Significantly Aids
the Other Person’s Ability to
Efficiently & Accurately
Process the Information
ey Are Receiving

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How Much Context is Needed?
1. Enough information for the individual
to sufficiently understand the topic
environment
2. Enough information to prepare the
individual to respond in accordance
with your aims

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Communicate
the Main Points

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Communicate the
Main Points
Follow a coherent path
THIS NOT THIS

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Communicate the
Main Points (cont.)
Don’t assume anything
Stay on message—don’t diffuse or
cloud the communication
Leave no doubt as to what you mean

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Guard
Your
CREDIBILITY

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Credible
=
Believable
=
Trustworthy
=
Persuasive
=
Influential

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Credibility paves the way
for authentic interactions,
free from the noise and
clutter that results when
it’s lacking

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Maintain
Emotional
Balance

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When caught up in a difficult
conversation,
it's difficult to comprehend what's
really going on and why.
When a discussion turns stressful,
we oen end up doing the opposite
of what works.

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What is Your Communication
Style Under Stress?
SILENCE VIOLENCE
Masking Controlling
Avoiding Labeling
Withdrawing Attacking
From the book Crucial Conversations

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Maintain Emotional Balance
Stay focused on your objectives
Be non-defensive
Be respectful
Practice self-control
Practice objectivity
Make it safe

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Accepting Criticism
1. Listen with an open mind
2. Park your ego outside the discussion
3. Don't react defensively
4. Restate the criticism you think you hear
5. Ask clarifying questions
6. Don't raise your voice

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If you develop the habit of
graciously accepting
constructive criticism from
others you will reap
TREMENDOUS REWARDS

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Make Real-Time Adjustments
Continuously evaluate your effectiveness vs.
your objectives
If it’s not working—adjust your approach at any
moment and in any way that you deem best

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Connect the Dots &
Finish What You Started
Make important connections between
elements of the communication
Tie it all together into a coherent package
(summarize)
Ensure mutual understanding of critical
outcomes
Get confirmation of whether you’ve
achieved your objectives

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A Chronology of an
Effective Communication Event

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IN SUMMARY
Be Purposeful
Be Strategic
Be Authentic
Be Present
Listen Actively
Stay the Course

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How Can the 12 Keys
Help You Overcome the
Inherent Barriers to
Effective Communication?
Filtering (sender) Defensiveness
Information Overload
Emotions / Mood
Language / Jargon
Individual Perception /
Value Judgment

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Beyond Being an Exceptional
Communicator, What Are the
Benefits of Practicing the 12 Keys?
For you
For the overall organization

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