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Welcome to
Communication Enhancement Training
Improve your skills and deliver effective professional
workplace communication with ease and confidence.
Let’s Get Started
What are the most common
workplace communication
problems you deal with?
Share your experience.
2
Common Problems in
Workplace
Communication
CostsCauses
Problems for you What’s it costing you?
 What do these cause for you?
Miscommunication
Lack of esteem
Confusion
Frustration!
 What are the costs?
Conflict
Lost productive time
Increased management involvement time
Decreased quality of work environment
Decreased customer appreciation
Employee turnover
This session will help you
Identify communication intent and develop an arsenal of productive replies!
• Deal with people you can’t stand – Learn what they’re really asking for.
• Be a Success at Workplace professionalism! – Learn the tools to engage in success and rewards that
accompany effective professional communication skills.
3
We will learn:
1. 3 Parts of Communication
2. 4 Communication Styles
3. How to identify Communication
Intentions and then Styles
4. How to reply according to Corporate
Communication Expectations
*Performance Reviews will now be based on demonstration of the CCEs.
*Bonuses and raises will be determined by adherence to the CCEs.
4
Social
Responsibility
Seek to
Understand
Preserve
Dignity
Empower
Solutions
Speak with
Integrity
Encourage
Relationships
Corporate Communication Expectations
Social Responsibility – All corporate communications must uphold our highest aim. We are here to improve lives.
Seek to Understand – Before responding, always listen and seek to understand where the other is coming from.
Preserve Dignity – In all situations, preserve the dignity of the person you are speaking to.
Empower Solutions – Approach any company communication from the standpoint of “How can I help?” Be part of the solution.
Speak with Integrity – All communications will be professional and respectful of the receiver’s time and position.
Encourage Relationships – Relationship and reputation management are the key to company success. Guard both well!
5
The Three Parts of Communication
The Sender The Message Itself
6
The Receiver
Multiple communication breakdown possibilities exist at each of the three points. Let’s identify these.
Based on Intent
• As intent changes, so does behavior.
Based on Two Axes
• Task or People focused?
• Passive or Aggressive approach?
The Lens of Understanding
• Task focus, aggressive: Get it Done
• Task focus, passive: Get it Right
• People focus, passive: Get Along
• People focus, aggressive: Get Appreciated
7
The Four Styles of Communication
The Intentions behind Communication
Communication within the “Cooperation Zone” is pretty normal,
Sometimes getting into the “Gray Zone” when intensely focused.
• Task focus, aggressive: Get it Done  Controlling
• Task focus, passive: Get it Right  Perfectionist
• People focus, passive: Get Along  Approval Seeking
• People focus, aggressive: Get Appreciated  Attention Getting
But… When intent is threatened, people can move into
…The Danger Zone.
8
DANGER ZONES!
• When intent is threatened, people can move
outside the Gray Zone and into Danger Zones,
becoming difficult people to deal with.
• This can happen to any of us under stress.
Preserve Dignity and Empower Solutions.
• Seek to Understand and Speak with Integrity
to bring out the best in a stressful situation.
9
Get it Done
• When you need to get something done, finished, and behind you.
• Focus is on the task at hand, people are peripheral.
• Tends to speed up rather than slow down, act rather than think,
assert rather than withdraw. Words are short and to the point.
• When urgent, may become careless and aggressive, doing or
speaking before thinking.
Brinkman & Kirschner, DWPYCS 2012, pg. 18.
10
Get it Right
11
• When it’s more important to avoid making mistakes – to be certain
every detail is accurate and in place.
• Focus is on doing everything possible to complete the task without
mistakes. Backs up statements with supporting facts.
• Tends to slow down and withdraw, becoming very absorbed in the
task and unwilling to take risks.
• May refuse to take action at all out of a particular doubt about
consequences.
Brinkman & Kirschner, DWPYCS 2012, pg. 19.
Get Along
12
• This is necessary if you want to create and develop relationships.
• May be less assertive and put others’ needs above own. Tends to
hedge words with care about others’ feelings.
• Personal desires are less important than the intent to get along.
• When focused on getting along, people may agree with or make
commitments to others even when they don’t actually agree.
Brinkman & Kirschner, DWPYCS 2012, pg. 19.
Get Appreciated
13
• Requires a higher level of assertiveness and a people focus, in order to
be seen, heard, and recognized.
• Tends to be an elaborate speaker, attention seeking, talks about self.
• Motivated by a common human force, the desire to contribute to
others and be appreciated.
• “Studies show that people who love their job, as well as husbands and
wives who are happily married, feel appreciated for what they do and
who they are.”
Brinkman & Kirschner, DWPYCS 2012, pg. 19-20.
Listen for Intent
You can hear where people are coming from…
• Get it Done – “I don’t care what it looks like, I needed this
done yesterday.” “What’s the matter, can’t you just get this
done?” “Just do it, what’s next?”
• Get it Right – “I can’t afford another mistake like that. I’ve
got to focus until I get this done right.”
“I don’t have time for that right now! I’ve got to check
these figures over again!”
• Get Along – “I don’t care, where do you want to eat?”
“Sure, I can do that for you.” “Of course I can help today,
I’ll be there at 1:00”
• Get Appreciated – “I know the best place to take you, it’s
fantastic. You’ll love it.” “People thank me for this all the
time, it’ll be great!” “That reminds me of a great story…”
…and speak with integrity to address their intent,
successfully bringing out the best in stressed people!
No one cooperates with anyone who seems against them.
BLEND toward their intent to show Shared Priorities.
REDIRECT toward the “Cooperation Zone”
• Get it Done – Reassure the effort to get the task done.
“Yes, Jack, we need to get this done, but standing there
yelling won’t fix it. Let’s do this…” Be assertive.
• Get it Right – Reassure the efforts to get the task done
right, then redirect toward getting the job done, or getting
along with others. State the facts behind your request.
• Get Along – Reassure the relationship, then redirect
toward committing to a task. Stress the importance of
getting the task done, and state losses if not done.
• Get Appreciated – Affirm and recognize the individual.
Affirm their impressive contributions. Then redirect toward
getting the task done or getting along.
14
Identifying Intent
◦ When he says… he means
◦ I think we should do it, and I’ll tell you why. My
granddaddy used to tell me, “Son, if you snooze, you
lose.” That reminds me of a joke…”
◦ Uh… given the figures from the past two years, and
taking into account inflation, fractionation of markets,
foreign competition, I think it would be to our best
advantage to explore the problem fully before making
a decision.
◦ I feel, and tell me if you disagree because I value your
opinions… if everybody agrees, then maybe we should
really do it? Is that what everyone wants to do?
◦ The answer is clear, we just need to move ahead with
this. What’s the next item on the agenda?
◦ When she says… she needs
◦ ______________________________
◦ ______________________________
◦ ______________________________
◦ ______________________________
15
Where are you on the Grid?
◦ Can you identify yourself on the Axes?
◦ Which phrases would you say? Which sound most calming to you?
Most appealing?
◦ Which phrases would not work for you?
◦ Are you more often in one or another quadrant in particular?
16
Appropriate Workplace Communication Examples
17
Phrase-Match Game
◦ When she says… she needs
◦ Forget it, we tried that. It didn’t work.
◦ Listen up, because I don’t intend to repeat myself.
Stop wasting time and get back to work!
◦ You think that’s good? You should have seen this
one time, when this one guy did this one thing (way
better than your story)!
◦ I didn’t select anyone because I didn’t want to offend
anyone. I’m not sure when I’ll make a decision, I just
can’t leave somebody out!
◦ No, I don’t want any dinner. I don’t have time for this
right now, just pick one! I’m going to have to guess
at some of these figures…
◦ You don’t love me. If you really loved me, you would
have noticed all the things I do for you!
18
◦ When he says… he means
◦ Oh, nothing is right, everything is wrong… why didn’t
they just take more time before making this decision?
(proceeds to whine…)
◦ Hey, how was your weekend? How is the family? I
bet your mom is having a great time in…
◦ I don’t know why I even bother! No one appreciates
just how hard it is for me.
◦ Sure, I guess I could do that by 1:00… (mumbles, I’ll
just have to rearrange my doctor appointment for
another day…).
◦ I don’t know why we need to go over this again. I
said let’s do it, so let’s just do it!
◦ You got a question about that, or anything else, you
just ask. I know exactly what we need. Of course, for
me, knowing is a piece of cake!
Now you Play!
 Using what we’ve learned about communication, volunteers will
role play examples of ineffective workplace communication.
 As a group, discuss, decide, and demonstrate the correct,
appropriate communication methods for the intent of the message.
19
Summary
There are 3 parts of communication to consider.
There are 4 styles of communication intentions.
20
Successful Communication:
Listen first and consider intent
behind the message before
you respond.
21
Corporate Communication Expectations
You are responsible to know the six CCEs at your next performance review:
Social Responsibility All corporate communications must uphold our highest aim. We are here to improve lives.
Seek to Understand Before responding, always listen and seek to understand where the other is coming from.
Preserve Dignity In all situations, preserve the dignity of the person you are speaking to.
Empower Solutions Approach any company communication from the standpoint of “How can I help?” Be part of the solution.
Speak with Integrity All communications will be professional and respectful of the receiver’s time and position.
Encourage Relationships Relationship and reputation management are the key to company success. Guard both well!
22
Your Turn!
23
How does this
affect me?
When is the
best time to use
this skill?
Where can I
find more
information
about
communicating
effectively?
Can I talk with
you when I have
questions?
Who benefits
most when
today’s skills are
implemented in
the workplace?
What types of
QUESTIONS
do you have
for me?
NEXT TRAINING SESSION…
Learn to:
 Complete a 5Q communication diagram
 Select the correct communication recipient using
the inter-office communication matrix
 Describe the importance of confidentiality in
business communications
 Prepare basic examples of professional
communication
Today was a great experience.
Looking forward to working with you next time!
24

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Communication Enhancement Training Seminar

  • 1. Welcome to Communication Enhancement Training Improve your skills and deliver effective professional workplace communication with ease and confidence.
  • 2. Let’s Get Started What are the most common workplace communication problems you deal with? Share your experience. 2 Common Problems in Workplace Communication CostsCauses Problems for you What’s it costing you?  What do these cause for you? Miscommunication Lack of esteem Confusion Frustration!  What are the costs? Conflict Lost productive time Increased management involvement time Decreased quality of work environment Decreased customer appreciation Employee turnover
  • 3. This session will help you Identify communication intent and develop an arsenal of productive replies! • Deal with people you can’t stand – Learn what they’re really asking for. • Be a Success at Workplace professionalism! – Learn the tools to engage in success and rewards that accompany effective professional communication skills. 3
  • 4. We will learn: 1. 3 Parts of Communication 2. 4 Communication Styles 3. How to identify Communication Intentions and then Styles 4. How to reply according to Corporate Communication Expectations *Performance Reviews will now be based on demonstration of the CCEs. *Bonuses and raises will be determined by adherence to the CCEs. 4 Social Responsibility Seek to Understand Preserve Dignity Empower Solutions Speak with Integrity Encourage Relationships
  • 5. Corporate Communication Expectations Social Responsibility – All corporate communications must uphold our highest aim. We are here to improve lives. Seek to Understand – Before responding, always listen and seek to understand where the other is coming from. Preserve Dignity – In all situations, preserve the dignity of the person you are speaking to. Empower Solutions – Approach any company communication from the standpoint of “How can I help?” Be part of the solution. Speak with Integrity – All communications will be professional and respectful of the receiver’s time and position. Encourage Relationships – Relationship and reputation management are the key to company success. Guard both well! 5
  • 6. The Three Parts of Communication The Sender The Message Itself 6 The Receiver Multiple communication breakdown possibilities exist at each of the three points. Let’s identify these.
  • 7. Based on Intent • As intent changes, so does behavior. Based on Two Axes • Task or People focused? • Passive or Aggressive approach? The Lens of Understanding • Task focus, aggressive: Get it Done • Task focus, passive: Get it Right • People focus, passive: Get Along • People focus, aggressive: Get Appreciated 7 The Four Styles of Communication
  • 8. The Intentions behind Communication Communication within the “Cooperation Zone” is pretty normal, Sometimes getting into the “Gray Zone” when intensely focused. • Task focus, aggressive: Get it Done  Controlling • Task focus, passive: Get it Right  Perfectionist • People focus, passive: Get Along  Approval Seeking • People focus, aggressive: Get Appreciated  Attention Getting But… When intent is threatened, people can move into …The Danger Zone. 8
  • 9. DANGER ZONES! • When intent is threatened, people can move outside the Gray Zone and into Danger Zones, becoming difficult people to deal with. • This can happen to any of us under stress. Preserve Dignity and Empower Solutions. • Seek to Understand and Speak with Integrity to bring out the best in a stressful situation. 9
  • 10. Get it Done • When you need to get something done, finished, and behind you. • Focus is on the task at hand, people are peripheral. • Tends to speed up rather than slow down, act rather than think, assert rather than withdraw. Words are short and to the point. • When urgent, may become careless and aggressive, doing or speaking before thinking. Brinkman & Kirschner, DWPYCS 2012, pg. 18. 10
  • 11. Get it Right 11 • When it’s more important to avoid making mistakes – to be certain every detail is accurate and in place. • Focus is on doing everything possible to complete the task without mistakes. Backs up statements with supporting facts. • Tends to slow down and withdraw, becoming very absorbed in the task and unwilling to take risks. • May refuse to take action at all out of a particular doubt about consequences. Brinkman & Kirschner, DWPYCS 2012, pg. 19.
  • 12. Get Along 12 • This is necessary if you want to create and develop relationships. • May be less assertive and put others’ needs above own. Tends to hedge words with care about others’ feelings. • Personal desires are less important than the intent to get along. • When focused on getting along, people may agree with or make commitments to others even when they don’t actually agree. Brinkman & Kirschner, DWPYCS 2012, pg. 19.
  • 13. Get Appreciated 13 • Requires a higher level of assertiveness and a people focus, in order to be seen, heard, and recognized. • Tends to be an elaborate speaker, attention seeking, talks about self. • Motivated by a common human force, the desire to contribute to others and be appreciated. • “Studies show that people who love their job, as well as husbands and wives who are happily married, feel appreciated for what they do and who they are.” Brinkman & Kirschner, DWPYCS 2012, pg. 19-20.
  • 14. Listen for Intent You can hear where people are coming from… • Get it Done – “I don’t care what it looks like, I needed this done yesterday.” “What’s the matter, can’t you just get this done?” “Just do it, what’s next?” • Get it Right – “I can’t afford another mistake like that. I’ve got to focus until I get this done right.” “I don’t have time for that right now! I’ve got to check these figures over again!” • Get Along – “I don’t care, where do you want to eat?” “Sure, I can do that for you.” “Of course I can help today, I’ll be there at 1:00” • Get Appreciated – “I know the best place to take you, it’s fantastic. You’ll love it.” “People thank me for this all the time, it’ll be great!” “That reminds me of a great story…” …and speak with integrity to address their intent, successfully bringing out the best in stressed people! No one cooperates with anyone who seems against them. BLEND toward their intent to show Shared Priorities. REDIRECT toward the “Cooperation Zone” • Get it Done – Reassure the effort to get the task done. “Yes, Jack, we need to get this done, but standing there yelling won’t fix it. Let’s do this…” Be assertive. • Get it Right – Reassure the efforts to get the task done right, then redirect toward getting the job done, or getting along with others. State the facts behind your request. • Get Along – Reassure the relationship, then redirect toward committing to a task. Stress the importance of getting the task done, and state losses if not done. • Get Appreciated – Affirm and recognize the individual. Affirm their impressive contributions. Then redirect toward getting the task done or getting along. 14
  • 15. Identifying Intent ◦ When he says… he means ◦ I think we should do it, and I’ll tell you why. My granddaddy used to tell me, “Son, if you snooze, you lose.” That reminds me of a joke…” ◦ Uh… given the figures from the past two years, and taking into account inflation, fractionation of markets, foreign competition, I think it would be to our best advantage to explore the problem fully before making a decision. ◦ I feel, and tell me if you disagree because I value your opinions… if everybody agrees, then maybe we should really do it? Is that what everyone wants to do? ◦ The answer is clear, we just need to move ahead with this. What’s the next item on the agenda? ◦ When she says… she needs ◦ ______________________________ ◦ ______________________________ ◦ ______________________________ ◦ ______________________________ 15
  • 16. Where are you on the Grid? ◦ Can you identify yourself on the Axes? ◦ Which phrases would you say? Which sound most calming to you? Most appealing? ◦ Which phrases would not work for you? ◦ Are you more often in one or another quadrant in particular? 16
  • 18. Phrase-Match Game ◦ When she says… she needs ◦ Forget it, we tried that. It didn’t work. ◦ Listen up, because I don’t intend to repeat myself. Stop wasting time and get back to work! ◦ You think that’s good? You should have seen this one time, when this one guy did this one thing (way better than your story)! ◦ I didn’t select anyone because I didn’t want to offend anyone. I’m not sure when I’ll make a decision, I just can’t leave somebody out! ◦ No, I don’t want any dinner. I don’t have time for this right now, just pick one! I’m going to have to guess at some of these figures… ◦ You don’t love me. If you really loved me, you would have noticed all the things I do for you! 18 ◦ When he says… he means ◦ Oh, nothing is right, everything is wrong… why didn’t they just take more time before making this decision? (proceeds to whine…) ◦ Hey, how was your weekend? How is the family? I bet your mom is having a great time in… ◦ I don’t know why I even bother! No one appreciates just how hard it is for me. ◦ Sure, I guess I could do that by 1:00… (mumbles, I’ll just have to rearrange my doctor appointment for another day…). ◦ I don’t know why we need to go over this again. I said let’s do it, so let’s just do it! ◦ You got a question about that, or anything else, you just ask. I know exactly what we need. Of course, for me, knowing is a piece of cake!
  • 19. Now you Play!  Using what we’ve learned about communication, volunteers will role play examples of ineffective workplace communication.  As a group, discuss, decide, and demonstrate the correct, appropriate communication methods for the intent of the message. 19
  • 20. Summary There are 3 parts of communication to consider. There are 4 styles of communication intentions. 20
  • 21. Successful Communication: Listen first and consider intent behind the message before you respond. 21
  • 22. Corporate Communication Expectations You are responsible to know the six CCEs at your next performance review: Social Responsibility All corporate communications must uphold our highest aim. We are here to improve lives. Seek to Understand Before responding, always listen and seek to understand where the other is coming from. Preserve Dignity In all situations, preserve the dignity of the person you are speaking to. Empower Solutions Approach any company communication from the standpoint of “How can I help?” Be part of the solution. Speak with Integrity All communications will be professional and respectful of the receiver’s time and position. Encourage Relationships Relationship and reputation management are the key to company success. Guard both well! 22
  • 23. Your Turn! 23 How does this affect me? When is the best time to use this skill? Where can I find more information about communicating effectively? Can I talk with you when I have questions? Who benefits most when today’s skills are implemented in the workplace? What types of QUESTIONS do you have for me?
  • 24. NEXT TRAINING SESSION… Learn to:  Complete a 5Q communication diagram  Select the correct communication recipient using the inter-office communication matrix  Describe the importance of confidentiality in business communications  Prepare basic examples of professional communication Today was a great experience. Looking forward to working with you next time! 24

Notes de l'éditeur

  1. Good morning. Come on in and find a comfortable seat. I’m Elisha Shepard, Corporate Training Director. Today we’ll be discussing one of my favorite topics: Effective Communication Skills. We’re going to cover materials today that will help you become an effective professional communicator, as we dive in to our Communication Enhancement Training module. Are you ready to begin? Great! Let’s go!
  2. (Insert 10 min timer) The first thing I have for you today is a question. What are the most common communication problems that you deal with? (Move to Whiteboard Wall) I want you to dig into your personal experience banks here and think about all the communication problems you’ve ever experienced, whether at work or personally. I don’t want names here, we’re just going to take a few minutes and identify some core communication issues. We’re going to create a mind map, like such, and call upon the resources and knowledge base we have right here in this room. Let’s get started. Tell me what comes to mind when you think about communication problems. (Write out responses in a mind map on the Whiteboard Wall, leave there for duration of training session.) PROMPTS (if needed): Don’t be shy, say the first thing that comes to mind. Points are given for participation/honest answers/thinking in my class. Have you ever had a communication problem in the workplace? In public? With someone close to you? With a stranger? How did that go? What do they have in common?
  3. (Insert 10 min timer for next 3 Overview slides) I’ve got good news for you. What we’re going to cover today will help you to identify communication intent – the meaning behind the message – And give you tools to develop an arsenal of productive replies. So that you can effectively handle problem communication situations… What I affectionately call, Dealing with people you can’t stand! Much of today’s material is based on one of my favorite resources by Brinkman and Kirschner, entitled the same (hold up book), and a barrage of resources available to you online from all the readers and facilitators who have utilized this information. There is a lot of it, so feel free to search this title any time you want to learn more. This is going to be a fun class, and after today you’ll have some great tips and tricks for being a success at workplace professional communication. There are a lot of benefits to improving your skills in this area, and they can directly affect your work performance, which appears as reward on your paycheck. So today is worth listening, learning, and participating.
  4. Today our Learning Objectives are to go over and be able to describe the following: (read list) 3 Parts of Communication 4 Communication Styles, or Quadrants, I call them. We’ll cover how to identify communication Intentions, and then the styles that follow those intentions. And then how to reply according to our Corporate Communication Expectations. These are our CCE’s – after today, they will be incorporated into Performance Reviews, and the bonuses and raises matrix. You’ll be expected to know these by the end of our session today. They are: (read list).
  5. Each CCE has a Core Corporate Value behind it. To help aid in understanding and remembering, I’ve outlined the Core Values for you here. They are: (read list). These CCEs are the keys to effective communication, not only here, but you can take them with you to all areas of life and improve your communication skills outside the work realm as well. Now, let’s take a short stand-and-walk break before we get into our Presentation. We’ll begin again in 3 minutes.
  6. (Insert 30 min timer – 1, 3, 4, and 1 Presentation slides) So what are the 3 Parts of Communication? This is a really important concept to understand if you want to identify where problems occur in communication. Please fill in your handout as we go along. In every communication that occurs, there is a SENDER – complete with a unique set of background experiences, personal style, vocabulary with individual meaning assigned to words, tones, postures, beliefs, and values. There is a RECEIVER. Over here is a separate individual, with a separate unique set of experiences and values. Each of these individuals can associate a different meaning behind words than what the other experiences with the exact same words. Then there is the MESSAGE itself – containing sets of words, tones, and meaning with it. Each of these parts, then, can become a location for communication to break down. I’d like 3 participants, please. We’re going to act out each part and discuss potentials for breakdown. (Sender starts with a simple message – Prompt if need be: “The turkey is in the oven, please go get him and tell him we’re ready.” Each part identifies itself with words, tones, background experiences, and describes meaning behind the message. Sender and Receiver identify their own meaning behind the message and describe what they visualize with those words. Trainer takes notes on whiteboard.) Discussion: Where can communication break down at each part? What can we take away from this? What is new to how you looked at it before? What makes sense or doesn’t?
  7. Next, we’re going to look at Four Styles, or Quadrants, of Communication, based on a very simple two-axis analysis grid. I like having just two axes to remember. It makes understanding and choosing appropriate responses very simple and efficient. To understand communication correctly, we first need to recognize that communication is based on the Intent of the Sender. Can be situation-specific intent. People tend to gravitate toward one communication quadrant based on highest need or desire at that time. Focusing on INTENT removes personal judgment – the communication killer! – and gets us thinking in terms of understanding and solutions. So, to be a successful communicator, we want to analyze our message based on the Focus of the Sender. (run finger along vertical axis to show) Key question to ask in any problem communication: Is this person focused on a Task, or focused on People? This is our first axis. Next, look at the Intensity or Approach of the Sender. Is this being approached in a Passive or an Aggressive level of intensity? Based on the Focus and Approach, you can see that communication can then fall into one of four quadrants. We call this our “Lens of Understanding,” and it helps us to see where the messages we receive every day are coming from. (read list.)
  8. Day to day, communication usually falls within the center area, what we call the “Cooperation Zone.” Messages in this zone are pretty normal. When intensity increases, messages can sometimes get into the Gray Zone here (point to outer circle), where you may encounter (point to each as you say it) Perfectionism or Controlling behaviors from a task focused individual, or Approval Seeking or Attention Getting behaviors from a people-focused individual. But… When the sender’s intent is threatened, or when they perceive it is, people can move into… The Danger Zone.
  9. The Danger Zone is when our Message starts to come from outside any of our 4 quadrants of communication. Here you will see behaviors that are given some “characterization” names on our diagram. These are what we are likely to encounter in difficult situations: In the Get it Right Quadrant, you may encounter: (read the chart and name the names at each point, briefly) In the Get it Done Quadrant, you may encounter: In the Get Along Quadrant, you may encounter: In the Get Appreciated Quadrant, you may encounter: You can see how all of these problem communications is based on the intent of the sender. Any one of us can become a difficult person to deal with when we are under stress. Remember that it may be someone else one time, and we may find that it is ourself the next. This is why it’s important to always handle difficult situations with the intent to Preserve the Dignity of the person whose Danger Zone may be showing. The solution is written into our CCEs: Seek to Understand the intent of the sender, then Speak with Integrity to the needs of the sender, and you can bring out the best in a stressful situation where problems in communication have occurred. Now, let’s look a little more closely at each of our 4 quadrants.
  10. Let’s start with our Get It Done person. This person is likely to… (read the list).
  11. Sometimes it’s more important to get the task done without making mistakes. Our Get It Right person is likely to… (read the list).
  12. When a person’s focus is on Getting Along with People, this person will tend to… (read the list).
  13. Sometimes, though, standing out from the crowd becomes a higher priority in our focus on people. Our Getting Appreciated person may tend to… (read the list). In balance, all of these quadrants have their time and place in our lives. Keeping them in balance leads to less stress and more success.
  14. Give examples of each communication style and how to respond. Read the examples, use appropriate tones and voices.
  15. I’m going to read some examples. You decide which intent is speaking. (Read the examples). Get Appreciated. Get It Right. Get Along. Get It Done.
  16. Can you identify yourself in the communication quadrants? Which phrases sound most calming to you? Most appealing? Which sound like something you would definitely not respond well to? Are you more often in one or another in particular? Now, let’s see some appropriate responses in action.
  17. (watch video)
  18. (Insert 15 min timer.) Now you have 15 minutes to go over this list and see if you can match these phrases to the correct Intent. If you get done early, this would be a good time to take a short 5 minute break to stretch your legs.
  19. (Insert 15 minute timer) Now for the fun part. I need some volunteers to Role Play, but not just any role play… Today you get to role play example of ineffective workplace communication. You can draw from your own personal experiences here (be nice, no names or imitations!), or you can create your own. Group, we’re going to discuss the communication problem we see, from within our Lens of Understanding, and come up with a second role play, demonstrating the proper, effective, and professional way to handle this situation. Let’s have some fun with this one. We have about 15 minutes.
  20. (10 minutes for last 5 slides – 2 minutes here) So, to take away from today’s training: There are 3 parts of communication. They are…? (Sender, Receiver, Message) There are 4 styles or quadrants of communication INTENTIONS. They are…? (Get it Done, Get it Right, Get Along, Get Appreciated)
  21. (flip through this one quickly) And the number one key component of Successful Communication? LISTEN! And consider INTENT before you respond.
  22. (2 minutes) Let’s review our CCEs. We’re going to say them out loud as a group, to aid our memories. I don’t know about you, but I need all the help I can get in the area of remembering key corporate objectives. (Say the list out loud). Now, I want each of you to write out the six CCEs on the last page of your handout, the blank page. Before you can leave today, you need to hand this list in to me. While you’re all finishing that up, think of any questions you may have for me about today’s material…
  23. (5 minutes) We’ll take a few minutes now to go over your questions. What types of questions came up for you while we did our activities today? Remember, for every question you ask, chances are, someone else had the same question, so be sure to ask anything that comes to mind. You’ll be doing me a favor.
  24. (1 minute) That’s all for today, folks. Thanks so much for your time and participation! Next time we will be taking what we started here today and putting it to use in actual business communication. We’ll be getting into 5Q diagrams, the inter-office comm matrix, the importance of confidentiality, and preparing business communications. Today was a great experience. I’m looking forward to working with you in our next training session. As soon as you hand in your CCE list, you are free to go. Have a great day!