Business executives in all industries face time pressure, increased responsibilities and competing priorities, making communication with customers and associates more diverse and complex than ever. Effective communication is, at its core, about being customer focused - whether your customer is an external client or an internal colleague. Skills such as understanding behavior styles, listening and persuasion are more important than ever and positively impact attitudes and beliefs about influencing and communicating with others to get things done. This webinar: • Explores the critical communication issues that need to be on every HR, Learning & Development, and Talent Management professional's agenda for 2016. • Will help you understand why behavior styles, listening and persuasion are so critical in today's business environment. • Provides easy-to-apply strategies and solutions you can start implementing to create a common language across all functions and break down the silos getting in the way of results.

1. 5 Practical Strategies
for Improving
Communication,
Dialogue and
Influencing Skills
November 19, 2015

2. Presenters
Mike Esterday Harriet Butler Mike Fisher
CEO Exec. VP VP Bus. Dev.

3. Housekeeping
Engage with us – we encourage participation!
 Please respond to polls; Responses in Chat box
 Type your questions on the Questions panel in
GoToWebinar Dashboard
 Time for Q&A at the end of the session
All will be in MUTED mode to reduce background noise
Slides and recording available upon request along with POV paper
Contact us after webinar with additional questions:
615.385.2246 or info@integritysolutions.com

4. Practice Chat Answer
What is something you
ate last evening?
Please type your answer in the chat box

5. About Integrity Solutions
 47 years in business
 Over 3,000,000 course graduates
from 130+ countries
 Provide sales, service, coaching and
communication solutions for many industries
 Proven behavior change process

6. What You’ll Discover
 5 Critical Communication
Issues every business faces
 Why Persuasion and
Influencing Skills are more
important than ever
 Simple Solutions for
breaking down silos

7. Survey: Communication Challenges
Tone
Understanding
How Impact Others
Too Many
Silos
Persuasive
Communication
Communicating
Clear, Consistent
Messages
Between
Managers & Direct
Reports
Gaining
Commitment
Competing
Priorities
Email
Following Up
Remote
Workers
Difficult
Conversations
Lack of!

8. The Challenge
• 40% of the workweek is lost to
communication inefficiencies
• $37 billion: estimated cost of
employee misunderstandings
Common reason for poor results:
Ernst & Young Global Consumer Banking Survey
Bain Report 2012: Customer Loyalty in Retail Banking
“Lack of understanding others’
perspectives ”

9. How do you think most people in your
organization define communication?
 Please type your short answer in the
chat box on the right

11. #5: Persuading Others to Get Things Done
40% of time at work engaged in
persuading, influencing, and convincing
Grant Thorton Executive Survey
1 of 9 people work in sales.
9 of 9 engagein non-sales selling.

12. 1. Expand definition of communication as
influencing others to get things done.
2. Equip people to recognize and adapt to
different Behavior Styles.
Integrity Recommendations

13. Communicating with Behavior Styles®
Results
Recognition
People/
Process
Talker Doer
Security
Supporter Controller

14. Top three reasons employees are
dissatisfied with their jobs relate to
communication:
1. Lack of direction from management
(38%)
2. Poor communication overall (14%)
3. Constant change not well
communicated (12%)
#4: Lack of Engagement

15. Integrity Recommendations
1. Help people understand the purpose vs.
the function of their job.
2. Teach managers how to hold effective
meetings and coaching conversations.
3. Ensure change is communicated quickly
and consistently to everyone.

16. Turnaround
success due to
improved
engagement
Challenge:
Hospitalityindustryinshambles;
vacationscanceled;occupancy
drops
Solution:
Clarifiedandcommunicated
commonpurposeacross
functions
Outcome:
Bookingsup;employee
engagementscoreshigher

17.  A business with 100 employees
averages 17 hours of downtime a
week clarifying communication.
 $26,041 ― cost per worker/year due
to productivity losses
 98% of highly successful organizations
understand messages that resonate
with top-performing employees.
(Only 42% of less successful
organizations understand)
#3: Waning Productivity

18. Integrity Recomendations
1. Set up projects that require different
departments to collaborate.
2. Connect individual contributions to
improved business results.
3. Establish a principles-based communication
model that everyone can apply.

19. Principles-Based Communication Model
A I D I N C
Talk
Listen
Time
Approach Interview Demonstrate Val-I-date Negotiate Commit

20. Turnaround
success due to
understanding
and valuing
individuals’
contributions
to shared goals
Challenge: On brink of extinction
Solution:
Focus on shared goals and
individual contributions
Outcome:
Opening an average of 2
stores a week

21.  Companies with effective
internal communication are
3.5 times more likely to
outperform industry peers.
 Poor communication increases
misconduct by 42%.
 When employees understand
their role in the business, 91%
work toward that success.
#2: Conflicting Priorities
Deloitte Study

22. Integrity Recommendations
1. Help people understand how their role
supports the organization’s purpose.
2. Identify and remove barriers to effective
communication.
3. Commit to common team and
organizational goals.

23. Success story
through
clearly
articulated
strategy and
common goals
Challenge:
Managing the GAP between
healthcare needs and financial
resources
Solution:
Broke through “us vs. them”
mentality between Admin and
Medical professionals;
established explicit
operational strategy
communicated to all
stakeholders
Outcome:
Excellent financial and clinical
outcomes; named to Balanced
Scorecard Hall of Fame

24. # 1: Disconnected Agendas
Deloitte Study
 39% of employees believe their
organization doesn’t collaborate
enough.
 97% believe lack of goal
alignment impacts outcomes.
 86% cite poor or ineffective
communication for workplace
failures.

25. The GAP:
Many business dialogues
focus on individual or
function-specific needs.

26. Integrity Recommendations
1. Communicate a commitment to become a
customer-focused organization.
2. Develop strategies to improve internal
communication.

27. Where Is My Focus?
Self
Function
Organization
Customer
Customer
Organization
Function
Self

28. • What is your (or your team’s)
communication mindset?
 Self
 Product/Service
 Job Function
 Customer

29. Benefits of
defining value
by what
matters to the
customer
Challenge:
Increased competition and
customer demands
Solution:
Experience the patient
touch points through their
eyes; partner to serve
customer needs
Outcome:
Operational excellence and
improved patient
experience

30. Communication Congruence Model
Congruence releases energy
and achievement drive.
Gaps create conflict
and disengagement.
View
of
Communication
Commitment
to
Activities
Values
View of
Abilities
Belief
in
Solution
Congruence
™

31. Solution Summary
1. Seek to UNDERSTAND NEEDS and CHALLENGES of
colleagues and customers.
2. Create a common LANGUAGE and FRAMEWORK for
communication.
3. Recognize the BEHAVIOR STYLES and communication
preferences of others.
4. Communicate a SHARED GOAL to create value for
customers and colleagues.
5. Commit to a CUSTOMER-FOCUSED MINDSET across the
organization.

32. What is your team or organization’s
greatest communication need?
 Collaborative approach to problem resolution
 Common language and framework
 Influence and listening skills
 Trust and common values

33. Introducing…

34. Want to Learn More?
 Continue discussions
 Request POV white paper
 Attend an Executive Briefing
 Attend Certification –
Nashville (Dec. 7-10) or
Scottsdale (Jan. 25-28)
 Free Behavior Styles assessment
 Contact Integrity Solutions at 615.385.2246 or
www.integritysolutions.com

35. Questions?

36. Thank You
615-385-2246
www.integritysolutions.com