This is an In Interactive Zoom Conversation Video and Audio on with mute – if you are comfortable Breakout sessions & One-on-one chats Raising hand option – if an idea comes to you
SIMPLY WORDED
Inform Persuade The Power of Language Inspire Connect
Communication Breakdown What are the costs?
• Delay or failure to complete projects - 44% The Economist • Low morale - 31% Intelligence Unit • Missed performance goals - 25% Communication • Lost sales - 18% Barrier Survey From “Communication Barriers in the Modern Workplace” published in 2018
GET R.E.A.L. “Whatever affects one directly, affects all indirectly.” Martin Luther King Jr
GET R.E.A.L. Role – Identify how assumed roles affect co-workers Energy – Fine-tune the energy we bring into a room Audience – Create common ground with co-workers and clients Language – Refine expressions to send the right message
What communicatio ion skil ill do you admir ire?
R = Role
Duty vs Role
Breakout
Role Play • Break into groups of two or three. • Discuss three ways to address a chronically late employee or coworker. • What words would you use • What tones? • What roles do you take on?
What Roles Do You Play
Resolve • Speak face-to-face. • Listen actively and don’t interrupt. • Be clear about the problem. • Have definite expectations. • Use a “because” statement. • Respect the other person. • Smile. • Remember your purpose. • Rely on a boss if needed.
E = Energy
Define Energy
Pitch Volume Tempo Control Energy
May I kindly ask if you had a chance to review the budget I previously sent (attached for your easy reference)? What DON’T be late! elements are at work? Much work to be done still. We discussed. Still not seeing it. Your numbers are off. And the back page is out of whack. Revise immediately.
Is your communication style classic or romantic?
Classic vs Romantic Classic Writer Romantic Writer • Clear • Detailed • Economical • Inspirational • Proportioned • Creative • Factual • Intuitive • Neutral • Digressive • Impersonal • Vague • Cold • Emotional
A = Audience
What creates rapport?
When someone mirrors another’s actions, it activates the same areas of the brain that process rewards and Mirroring generate positive emotions. Simone Kühn, Barbara C. N. Müller, Rick B. van Baaren, Anne Wietzker, Ap Dijksterhuis & Marcel Brass (2010) Why do I like you when you behave like me? Neural mechanisms mediating positive consequences of observing someone being imitated, Social Neuroscience, 5:4, 384- 392, DOI: 10.1080/17470911003633750
Mirroring Exercise • Join a one-on-one meeting • Introduce yourself • Prepare to exchange concerns regarding COVID-19 and work – one minute or so per person. • When listening, do not interrupt • Do not offer advice • Speak back what the other person says • Discuss how practicing this technique could be useful. 3 minutes
Use mirroring • Mirror body language to build • Reflect spoken/unspoken values connections • Reproduce another’s communication style with others.
Mirror Others’ (Positive) Writing Attributes
Dear Ms. Swanson: Thanks for taking the time to discuss selling my handmade candies in your wonderful shop. As I mentioned in our conversation, I’ve been a customer of yours since I used my third- grade allowance to buy my first caramel apple kit from you. I’m honored that you’d consider selling one of my original creations at YUM alongside your own candies. We discussed a trial consignment arrangement in which a portion of the sales would go to the store. This is more than agreeable to me. Let me know how you want to proceed. I’m available most afternoons at 777 -777-7777, or you can email me at lacey@delight.com , and I’ll respond to your message ASAP. Thanks! Jennifer Wilson
L = Language
I don’t think I buy it.
Edit out “I”
Why limit “I” ? “One of the most interesting results was part of a study my students and I conducted dealing with status in email correspondence. Basically, we discovered that in any interaction, the person with the higher status uses I-words less (yes, less) than people who are low in status.” ~ James Pennebaker
I really appreciate your detailed attention to this matter. Eliminate “I” I am so excited about the fundraiser! from these statements: I firmly believe I can recover from this setback. I am hoping you can send me a copy of the report soon.
Wrap-up • Which roles are most productive for me? • How can I control the energy of my message? • What does “mirroring” audience entail? • How can I adjust language to build respect and connection?
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