Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone

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Leadership Communication for the POCC
Essential Skills for Dealing Successfully with
Anyone

• Presented by Rick Import
• ESI, Charlottesville, VA

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Agenda

• 1100am-1200pm
• 1200-100pm
• 100-200pm..

• Understand First
• Lunch
• Be Understood

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POCC Profile Ricks Perception

• Attention to detail
• Efficient
• Organized
• Time efficient

• High standards
• High expectations
• Wears lots of hats
• Wicked Awesome

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Todays Goals

• Professional Side
• Reduced conflict and stress
• Increase accuracy
• Consistent operator compliance
• Results without demanding
• Faster solutions to challenges
• Develop people who want to help

• Personal Side
• Reduced conflict and stress
• More willing compromise
• More understanding
• More open frank discussions

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One-way vs. Two-way communication

• Quicker
• Easier on the deliverer
• Harder on the recipient
• Results in less precise results

• Takes more time
• Harder for the deliverer
• Easier on the recipient
• Results in much more precise results

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Our Impressions

• Based on our lifes experiences
• No two people with the same experiences
• We have different impressions of the same exact
  thing
• Impressions are based on our own perspectives

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Communication land mines

• When we make judgments too soon
• When we advise without knowing their perspective
• When we try to change someones perspective

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Communication 101

• Listen without judging

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How we respond

• We Evaluate Agree or disagree
• We Probe Ask questions from our own perspective
• We Advise Also from our own perspective
• We Interpret Figure out peoples motives and
  behavior - also from our perspective

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Types of Listening

• Pretending
• Scene Husband is reading paper at table, facing
• away from doorway. Wife steps into doorway.
• Wife Honey, does this dress make me look fat?
• Husband (Keeps reading) You betcha.
• Announcer In the time it takes to pull out the
• sleep-sofa, you can get a free auto insurance
• quote from Geico.

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Types of Listening

• Selective Listening
• ..
• Husband and wife in car.
• Wife While I work on the invitations, can you
• Pick up 400 pounds of sugar, 76 bulbs of garlic,
• and a couple of gallons of Pepto Bismol? Oh,
• and get some chips and stuff for the game
  tonight.
• Husband What times the game?

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Types of Listening

• Attentive Listening
• Young married couple in restaurant
• Wife I got a lot done today, honey. I
  interviewed three
• pediatricians, put in for a leave in 9 months,
  and cleaned
• out the entire study. Honey, do you know what Im
• saying?
• Husband, staring into her eyes Yeah. You
  interviewed
• three pediatricians, put in for a leave in 9
  months, and
• cleaned out the entire study. You did get a lot
  done.
• Can you pass the salt?

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Types of Listening

• Reloading
• Instead of listening, were thinking
• about what were going to say.

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Types of Listening

• Active Listening Four phases
• Repeat the content
• Least effective, but gets you to listen.
• Rephrase the content
• Youre thinking about what theyve said. They
  know youre listening
• Reflect feeling
• Right brain kicks in. Shows concern
• Rephrase the content and reflect feeling
• Youre sincerity shows, barriers disappear

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Active Listening

• Marys Keys to successful communication
• She showed she was engaged immediately
• She didnt judge verbally or non-verbally. This
  is absolutely essential.
• She didnt respond from her perspective. This is
  all about Barbara.
• She gave Barbara total freedom to speak her heart.

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Understand first, then be understood.
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Lunch Practice suggestions

• For participants who have identified
• communication issues
• If you could resolve the issue, what would be the
  ultimate goal?
• How could the goal benefit the other person?
• Form Groups of three
• Designate on person who will speakto the other
  two

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Im not angry
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Hold on a second.
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Bodyspeak

• Introductions
• Credibility
• The smile
• Deep Breath
• Eyes and yous

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Your Words

• Not what you say
• Lead with You
• Ummm, like wow
• The end is near
• Sow some seeds for tomorrows communication

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Understand first, then be understood.
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Questions?