Oleg Afanasyev. Efficient communication. Training. 2013

Speaker: Oleg Afanasyev
Participant: ________________

September 22-23

Training studio Business Systems
The village of Schastlivoye - 2013

Purpose:
To improve psychological competence of managers who participate in business communications
Tasks:
• Analyses of effectiveness of business communications with people
determining the result of training participant’s activity
• Shaping the understanding of key differences between business and
personal communication
•

Determining of basic targets of communication between people

•

Determining of factors showing successful communication

• Developing of skills for coming into emotional contact with interlocutor ,
research of needs and interests of a communication partner, search for
mutually acceptable decisions
• Help in assimilation of new technology for stressful and conflict situations’
solving
• Forming of atmosphere of effective cooperation while solving cognitive
tasks in the area of communication psychology .

www.businessystem.com

2

4.
3.

Technology of
negotiations

5.

Key skills for effective
cooperation

Nature and prevention
of conflicts

2.

6.

Peculiarities of
business
communication

Technology of
conflicts resolution

1.
Program for
enhancement of
communication
efficiency

7.

Effective
communicator


Program of personal
communicative
effectiveness’
development

3

Day 1.
10.00

Introduction into training: coming together, expectations of participants, objective and tasks of training,
rules of the group.

11.30

Coffee break.

11.45

Topic 1. Program for enhancement of communication efficiency

Analyses of business communications’ effectiveness.
“Virtual” team. “Closed” and “open” channels of cooperation
Personal program targeted to improve relationship between colleagues and partners determining the
result of activity.
13.00

Dinner.

14.00

Topic 2. Peculiarities of business communication
Difference between business and personal communication. Objectives of negotiations. Criteria and
stages of successful business communication .

15.30

Coffee break.

15.45

Topic 3. Key skills for effective cooperation
Calibration of emotional states of interlocutor.
Techniques of coming into emotional contact with an interlocutor .

17.15

Coffee break.

17.30

Model Т.О.Т.Е. – art of getting of nonverbal “feed back” and change of emotional state of a partner .
Technique of adding of an emotional resource.
Model of successful communication in NLP: Objective – Sensibility – Flexibility .
Objective : Modeling as a technology of detailing and specification of senses put into words of
interlocutor.

18.30
19.00

Results of the day.
Completion of work.


4

Name, position

Typical problems in business communication

1.
2.
3.
4.
5.
Typical tasks for enhancement of relationship effectiveness

My expectations for this training

1.
2.
3.
4.
5.


5

 Only one speaks
 Ladder
 Autumn
 Shoulder straps
 I - statement
 Piece of Pie
 Cup of Tea


6

Topic 1.
Program for enhancement of communication efficiency
“Virtual” team


8

I
TOTAL_____
OPEN _____
CLOSED_____
EFFECTIVENESS_____
POTENTIAL_____


9

WHO ARE THE PEOPLE TO
URGENTLY ESTABLISH
RELATIONSHIP WITH?


10

With whom?

When?

How?

Result?


OK

11

Topic 2.
PECULIARITIES OF BUSINESS COMMUNICATION
Awareness and
Goal orientation


13

Business communication

Personal communication

14

Business communication

Personal communication

15

Successful

Unsuccessful

16

Successful

Unsuccessful

17

MOTIVATION TO
ACT

MAINTENANCE
OF RELATIONS

EMOTIONAL RESULT

INFORMATION
EXCHANGE

EMOTIONS
EXCHANGE


19

PERSONAL
CONTACT

AGREEMENT

LOGICAL RESULT

COLLECTION OF
INFORMATION

SEARCH OF
DECISIONS


20

Are logical …
AGREEMENT
SEARCH OF
DECISION
COLLECTION OF
INFORMATION
PERSONAL
CONTACT


21

AGREEMENT

SEARCH OF
DECISION
COLLECTION OF
INFORMATION

PERSONAL
CONTACT

This is like flirting…


22

WHY?
AGREEMENT
SEARCH OF
DECISION
COLLECTION OF
INFORMATION
PERSONAL
CONTACT

Also we cannot always hit the goal…


23

COMPLEXES
AND
STEREOTYPES

25

Authoritative
opinions taken on
trust
(logic)


27

FEAR

Psychological
traumas of the
past (emotions)

DOUBT
REGRET
GUILT

HURT

28

Transpersonal “I”
Collective
unconscious

Super conscious

Middle unconscious
Personal “I”
Field of conscious

Lower unconscious

Collective unconscious


30

Higher
“Self”

Assagioli suggested the following approach for achievement of
balanced inner integration, understanding of true “I” and
forming of correct relations with other people:

1. Deep understanding of own
personality.
2. Control of component parts of own
personality.

3. Understanding of own “Higher self”
(see the model) – disclosure or
creation of consolidation center.
4. Psychosynthesis: forming or
reconstruction of personality around a
new center.


31

Those speak ill of us who are worse than us

Those who are better than us don’t care about us

32

Topic 3.
KEY SKILLS FOR EFFECTIVE COOPERATION
In search of perfection


34

Aggression

Joy

Discomfort

Peace

Comfort


35

Aggression

Discomfort

Joy

Peace

Comfort


36

MIRROR
General topic
Slang
VAK
Adding of a resource

Project
General task
Business trip
Collective recreation
Collective business

Words
Action

Body
Manner


Pose
Gestures
Breathing
Distance

Intonation
Volume of sound
Pace of speech
Complexity of
sentences

37



Model Т.О.Т.Е. is an art of nonverbal “feed back” and change of emotional states of a
partner

ENTER

TEST

ACTIONS

TEST

EXIT

ADDING OF A
RESOURCE


39

Objective

Sensibility

Flexibility


40

Internal
representation

Delete
Distort
Generalize

External
event

State

Physiology

Time/space/energy
Language
Memories
Decisions
Meta programs
Values and beliefs
Attitudes

Behavior


41

 Meta modeling as a technology of detailing and specification of senses put
into words of interlocutor.
Speech
Incomplete sentence
Surface structure
Complete sentence
Deep structure
Recording of experience
VAK


42

Forms of meta model damage

Examples of speech
distortion

Examples of appropriate
specifying and correcting
questions

1. Nominalization (describing
of a process by a noun)

My depression torments me.
My anxiety makes me crazy

What depresses you?
(Transfer of a noun into a
verb). What makes you
anxious?

2. Nonspecific verb

I experience, I feel

How do you feel this?

3. Absent referent index

This…some feeling

What exactly? What feeling?

4. Simple sensation

Absence of significant
specification

What? Who? When? Where?

5. Universal quantifier
(super-generalization)

Always…never

Really never?

6. Modal operator (supposing
absence of choice)

I must do this. I cannot…

What can happen if you do
not do it? What stops you?

7. Damage of casual-andeffect link

He makes me unhappy

How does he do it to you?

8. “Reading of thoughts”
(differs from intuitive
statement “this could be” by
the fact that “it is really so”)

They must think that I am…

What are the evidences that
they think exactly this way?

9. Lost pre-formation (value
judgment without specifying
of evaluation standard)

I did not do it well enough

Comparing to what (to what
standard)?


43

Day 2.
10.00

Topic 4. Technology of negotiations
Model “Target oriented cooperation”.
Rapport.
Research of needs and interests of an interlocutor.

11.30

Coffee break.

11.45

Technique of “open” listening and getting of nonverbal “feed back” from an interlocutor.
Cooperative search of mutually acceptable decisions.
Control of emotional state of an interlocutor at the end of communication.

13.00

Dinner.

14.00

Topic 5. Nature and prevention of conflicts.
Kinds of typical conflict situations arising at the place of work and ways of their settlement.
Stages of conflict development. “Open” and “closed” conflicts.

15.30

Coffee break.

15.45

Topic 6. Technology of conflicts resolution.
Factors of possibility of a conflict situation and practice of open confrontation’s prevention.
Technique of constructive solution of open conflict “Problem sac”.

17.15

Coffee break.

17.30

Topic 7. Program of personal communicative effectiveness’ development
Zones for improvement.
Plan of personal skills’ development in successful business communication.

18.30
19.00

Results of the day.
Completion of work.


44

Topic 4.
TECHNOLOGY OF NEGOTIATIONS
Application of communicative
techniques


45

TARGET

ENVIRONMENT

I

CONTEXT

HE


46

AGREEMENT
SEARCH OF
DECISION
COLLECTION OF
INFORMATION
PERSONAL
CONTACT


47

TARGET

ENVIRONMENT

AGREEMENT

I

CONTEXT

SEARCH OF
HE
DECISION

COLLECTION OF
INFORMATION
PERSONAL CONTACT


48

Speak

Listen
Open questions

20%

80%

50%

Alternative questions
Specifying questions

50%

Closed questions
80%

20%


49

HIS FEELINGS
OPEN LISTENING

MY THOUGHTS

HIS THOUGHTS

CLOSED LISTENING

MY FEELINGS


51

-S+

-R+

52

Topic 5.
NATURE AND PREVENTION OF CONFLICTS
Stress coping


54

Constructive

Destructive

Open

Closed


55

MISUNDERSTANDING

SUSPECT

STRESS

SCANDAL

GENERALIZATION
OF INTENT

INTERPRETATION OF RELATIONSHIP AT THE
NEW LEVEL


56

Topic 6.
TECHNOLOGY OF CONFLICTS RESOLUTION
Stress coping


58

Factors of conflict situation

Methods of prevention


59

ENTRANCE

EXIT

research

Decision

IMPLIED
PROBLEM/New
task


60

Topic 7.
PLANNING OF TRAINING RESULTS’ IMPLEMENTATION
Revision


62

No.

Steps

Terms

Responsible persons


Results

Ok

63

To what
extent my
expectations
of the training
were met?
My principal
conclusion
after the
training?
What can I
wish the
training team?


64

OLEG AFANASYEV
Director of Business Systems,
Managing Partner of Profiles International Ukraine (USA)
Partner of Global Management Ukraine (Portugal)

www.profilesinternational.com
www.profilesinternational.com.ua
www.gmcua.com
www.gmc.in.ua
www.ukrinnovation.com
oooaaa.bs@gmail.com
oleg@profilesinternational.com.ua
(+38067) 401 31 71
skype: oleg.afanasyev2


65

Oleg Afanasyev. Efficient communication. Training. 2013

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