Are Your Communications in Jeopardy

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Are Your Communications in Jeopardy?

• Designed and Developed
• By
• TNB Consulting Group, Inc.
• Enhancing Image, Brand and Culture

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Facilitator

• Nyda Bittmann-Neville
• President, TNB Consulting Group, Inc.
• Professional speaker, consultant, corporate
  trainer
• Author in Becoming a Professional Woman and soon
  to be released On Stage! Image, Etiquette,
  Branding and Style
• Radio host of The Magnolia, dedicated to women

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Objectives

• To place your communications back on track and
  out of jeopardy.
• Provide practical tips and techniques to help you
  communicate more effectively and have fun!

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Jeopardy Mascot
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Communication

• Defined as a process by which information is
  exchanged between individuals through a common
  system of symbols, signs, and behavior.

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Ways We Communicate

• What are ways in which we communicate?

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Key Communication Skills

• Identify the top ten communication skills to be
  successful in the market place.

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Busters????

• What are busters to effective communication?

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We are in Jeopardy!!!!!

• Identify what could go wrong when communications
  are not effective and would place those key
  communication skills in jeopardy.

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Key Communication Skills

• Listening
• Questioning
• Vocal/verbal
• Body language

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Listening and Questioning

• What are the benefits of listening?
• Paraphrasing helps to show you have done what?
• Do you talk over the other person?

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Listening and Questioning

• What is one word that indicates you havent been
  listening to the speaker?
• What
• What is a behavior that we must be sensitive to
  when listening or questioning?
• Feelings
• Questions of what type invite conversation?
• Open ended

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• Open up the conversation
• Begin with words such as who, what, where,
  why
• Encourage people to talk
• Can lead to meaningful dialogue
• Can be phrased in a very
• non-threatening manner

Open Questions

• Restrict, narrow the conversation
• Begin with words do, are,can
• Require more questions to elicit the same
  information
• Can sound like an interrogation

Closed Questions
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Body Language

• We communicate by verbal, body language and
  voice, what percentage is controlled by our body
  language?
• 55
• What are five forms of effective body language?
• Eye contact, straight posture, leaning in to the
  speaker, listening, paraphrasing
• Five forms of ineffective body language?

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Strike a Pose
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Vocal / Verbal

• What we say and how we say it are keys to
  successful communicationwhat happens when?
• We say um????
• Our voice tone is flat?
• We swear or use inappropriate language?
• When we are unclear when expressing our thoughts
  and ideas?

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Additional Keys

• Dont interrupt others
• Think before you speak or else you put your foot
  in your mouth
• Dont make assumptions about others before you
  get to know them
• Ask before you place someone on hold on the
  telephone
• Dont use this is when answering the telephone
  because?

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Interpersonal Communication Styles
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Interpersonal Communication Styles

• Identify the strengths and limitations
• Understand the characteristics
• Learn to recognize and respond
• Strengths, weaknesses and opportunities for
  improvement

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Communication Styles

• Analytical
• Nurturing

• Assertive
• Flexible

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Assertive Style
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Analytic Style
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Nurturing Style
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Flexible Style
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Which Style are You?
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Communicating in the Wired World
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From the Callers Perspective
Components ofYour Message

• Who are you?
• Make me want to listen.
• What do you have for me?
• Where can I reach you?

• Accurate identification
• Grab attention
• Short, concise and to the point
• Return number or email address

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E-Mail

• Over 1 billion emails sent daily in the U. S.
• Content carried by printed word, but can be
  personalized

• On average, 80 respond within 48 hours
• Pique interest in the title/subject

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E-Mail

• Strong opening
• Customize to niche markets
• Announcements newsletters, surveys

• Check for spelling and grammar
• Increase brand awareness
• Follow up on voice mail

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Voice Mail
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Opportunities
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Summary

• Implement your learning into actual behavior and
  actions and you will keep your communications on
  track
• Remember the keys to effective communications and
  practice them daily