d ale c arnegie t raining building relationships through effective communications jeff shimer
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DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Building RelationshipsThrough
Effective Communications
Building RelationshipsThrough
Effective Communications
Jeff ShimerJeff ShimerJeff ShimerJeff Shimer
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Janet the Janet the
““Nice Auditor”Nice Auditor”
Janet the Janet the
““Nice Auditor”Nice Auditor”
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Hierarchy of NeedsHierarchy of Needs
SurvivalSurvival
SecuritySecurity
BelongingBelonging
ImportanceImportance
Self-actualizationSelf-actualization
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Linear CommunicationsLinear Communications
Linear communication typically includes:
Reports
E-mails
Letters
Voice mail
SenderSender ReceiverReceiver
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Interactive CommunicationInteractive Communication
Interactive communication typically includes:Phone callsGroup meetings
1 on 1 meetingsTeleconferences
Video conferencing
MessageMessage
FeedbackFeedback
ReceiverReceiverSenderSender
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
The Communication Cycle of an Effective LeaderThe Communication Cycle of an Effective Leader
MessageMessage
FeedbackFeedback
RelationshipRelationship
Filter
Filter
Filter
Filter
ReceiverReceiverSenderSender
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Strength-Centered ComplimentsStrength-Centered Compliments
ThingsAccomplishments or ActionsPersonal Traits
What To Compliment:What To Compliment:
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Credible PraiseCredible Praise
For the highest credibility, combine the noting of specific accomplishments
with recognition of the person’s personal qualities, strengths and
traits that made those accomplishments possible
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Strength-Centered ComplimentsStrength-Centered Compliments
Accomplishment or ActionPersonal TraitEvidenceAsk a Question
How To Compliment:How To Compliment:
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Showing AppreciationShowing Appreciation
“One strength or quality I see in you is… The reason I say that is…”
Or “You did ___ very well because…. The strength you have shown here is…”
Ask a question to get them talking
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
CushionsCushions
Build RapportSoften Resistance Show Respect
Avoid “But”Avoid “But”
& “However”& “However”
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
The 5 R’sThe 5 R’s
RapportRapport
Relate FindingsRelate Findings
RecommendRecommend
Review Purpose Review Purpose
ReassureReassure
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Selling Your IdeasSelling Your Ideas
A Quick Quiz
Ask Questions
Talk in Terms of Their Interests
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Levels of ListeningLevels of Listening
Ignore
Pretend
Selectively
Attentively
Empathetic
List
enin
g
List
enin
g
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
LADDER to ListeningLADDER to Listening
Look at the Other PersonAsk QuestionsDon’t InterruptDon’t Change the SubjectExpress Emotion w/ ControlRespond Appropriately
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
The Difference...The Difference...
Listening to Learn
Listening to RespondListening to RespondVS.VS.
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
People Support a World They Help Create
People Support a World They Help Create
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Strengthen RelationshipsStrengthen Relationships
Don’t criticize, condemn or complain Give honest, sincere appreciation Arouse in the other person an
eager want Become genuinely interested in
others Smile
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Strengthen RelationshipsStrengthen Relationships
Remember names Be a good listener Talk in terms of the other person’s
interests Make the other person feel important
and do it sincerely.
Maintaining AccountabilityMaintaining Accountability
TheProcess
TheProcess
Usersof the
Process
Ownersof the
Process
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Holding People AccountableHolding People Accountable
Put it limboNo decisions are made
Put it limboNo decisions are made
Establish accountabilityAccountability is assigned to
another person
Establish accountabilityAccountability is assigned to
another person
Buy it backDelegation is negated
Buy it backDelegation is negated
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Empowerment AnalysisEmpowerment Analysis
“Should
Be”
Perfo
rman
ce S
tandar
ds
“Should
Be”
Perfo
rman
ce S
tandar
dsControl LimitsControl Limits Control LimitsControl Limits
Subtle DeviationsSubtle Deviations
Obvious DeviationsObvious Deviations
Cycle of Accelerated LearningCycle of Accelerated Learning
Habit Habit
Skill Skill
Attitude Attitude
Knowledge Knowledge
Need toWant toCan do
Will doShow me how
Need toWant toCan do
Will doShow me how
Right with strong coachingRight with strong coaching
The knowledge trapThe knowledge trap
Fundamentals Concepts Principles
Fundamentals Concepts Principles
PracticePractice
More coachingFeedbackFollow-upAccountabilityMeasurementRecognition
More coachingFeedbackFollow-upAccountabilityMeasurementRecognition
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Today’s Business RealityToday’s Business Reality
TimeTime
QualityQualityCostCost
DALE CARNEGIE TRAININGDALE CARNEGIE TRAINING
Tyranny of the UrgentTyranny of the Urgent
UrgentUrgent Not UrgentNot Urgent
ImportantImportant
Not ImportantNot Important
ICrisis
DeadlinesMeetingsRepairs
II PlanningClarifying Values
RelationshipsVision
Process- Improvement
IIIPhone calls
InterruptionsMail
ReportsDrop-ins
IVTrivia
“Escapes”Junk Mail
Busy Work
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