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ChicagoBranchIMM02.17.16GainingandRetainingLoyalCustomersthroughEffectiveCommunication

ParticipantGuide

Welcome!

Welcome to today’s workshop in effective communication!

Communication - Definition

the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else. (online Merriam-Webster dictionary)

CommunicationDefinition

Onaveragewespendabout____________%ofourtimecommunicatinginonewayoranother.

Communication is the Key to Success

Communication creates an image about you and your Kumon Center

Communication builds trust and sets expectations

Excellent communication can build positive and long lasting relationships with customers

Howdoescommunicationimpactourbusiness?

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Communication is a Cycle

Kumon Instructor

Community

ParentsStudents

Goodcommunicationisessentialnotonlyforyourretentionstatistics,butalsoforyourbrandimagewithinthecommunity.

Workshop Objectives

■ After today’s workshop, you will be able to– Apply effective communication

techniques to have successful communication with parents

– Develop an effective communication plan for your Center

WorkshopObjectives

Afterthisworkshop,youwillbeableto

• Applyeffectivecommunicationtechniquessothatyourcommunicationleadstomoresuccessfulinteractionswithparents.

• DevelopaneffectivecommunicationplanforyourCentersothatcommunicationmightbeeasiertoimplement.

EFFECTIVE COMMUNICATION

TECHNIQUES

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Quote

“The single biggest problem in communication is the illusion that it has taken place.”

George Bernard Shaw,

Leadership Skills for Managers

“Thesinglebiggestproblemincommunicationistheillusionthatithastakenplace.”GeorgeBernardShaw,LeadershipSkillsforManagers

Laws of Remembering

■ Recently: We remember best what we heard last.■ Frequently: We remember what we

hear most often. ■ Impact: We remember most the things

that are presented dramatically. ■ Application: We remember most the

things we have a use for.

LawsofRemembering

■ Recently:Werememberbestwhatweheardlast.

■ Frequently:Werememberwhatwehearmostoften.

■ Impact:Weremembermostthethingsthatarepresenteddramatically.

■ Application:Weremembermostthethingswehaveausefor.

LawsofForgetting

Weforget

■ 50%ofwhatwehearimmediately

■ 75%ofwhatwehearwithin______months

Ofthe25%ofwhatwedoremember,only60%iscorrect,plusweaddthingsthatwereneversaidinthefirstplace.

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What can we do?

Apply effective communication techniques to ensure■ Your message is received and

understood■ You understand what is being said to

you and the other person feels heard and understood

Wecanimproveourcommunicationskillssothatwearecommunicating______________________________.

Effectivecommunicationhasoccurredwhenboth

• Yourmessageisreceivedandunderstood• Youunderstandwhatisbeingsaidtoyouandthe

otherpersonfeelsheardandunderstood

Effective Communication

Effective Communication

Proactive

Communication Goal(s)

Clear, concise, concrete

messages

Active Listening

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PROACTIVE COMMUNICATION

Proactive Communication

When you communicate proactively, you answer questions before they're asked and handle complaints before they're made.

Withproactivecommunication,youcankeepyourparentsinformedandaddressoravoidproblems_________________theystart.

Proactive Communication

■ How often should we communicate with parents?■ Does frequency matter?

Howoftenshouldwecommunicatewithparents?

Doesfrequencymatter?

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Proactive Communication –Green Flags / Red Flags

Green Flags■ Reaching KIS/ASHR■ Improved work skill or attitude■ Improved accuracy or SCT

Red Flags■ Not turning in work■ Long times (what was promised at orientation?)■ Missed class/frequent absence■ Different scores / times at home

Asimpleemailorphonecallmaysufficetoensurethatparentsareuptodateregardingmoreinformaldaily/weeklycommunicationopportunities.

Proactive Communication –Kumon Milestones■ Initial inquiry/iView Leads■ Parent orientation■ First day/first week■ Achievement Tests■ 30 days of enrollment■ 3 months of enrollment ■ 6 months, 9 months, 12 months■ Spring, Back-to-School, Winter (higher

absence/drops times)

Key New Student Communication Milestones

Inadditiontoinformal,quickcommunications,therearethemoreformalopportunitiestocommunicatewithfamiliesthatcanbeconsideredmostlykeyenrollmentmilestones.

Whatarethebenefitsofbeingproactivewithparentcommunication?

• Increases____________________

• Putsyouin___________________

• Prevents________________________

• Improves_____________________

• Increasesparent______________________

• ______________________dropsandabsences

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COMMUNICATION GOALS

Communication Goals

Exchange InformationEnsure UnderstandingPersuadeGet ActionProblem Solve

Expected Outcome

GoalsofEffectiveCommunication

• Toexchangeinformation

• Topersuade

• Toensureunderstanding

• Togetaction

• Toproblemsolve

Expected Outcomes - Parent OrientationWe want parents to:

■ Enroll their child (Action)

■ Understand how their child will benefit from Advanced Study, Long Term Study, Independent Learning (exchange information, persuade, ensure understanding)

■ Understand how the starting point plays an important role for us to develop proper study skills in their child (exchange information, persuade, ensure understanding)

■ Know the initial Kumon milestones (goals) for their child for the first 12 months (persuade, ensure understanding)

Bythinkingaboutourgoalsandexpectedoutcome,wecancomeupwithameaningfuloutlineofwhatwewouldliketodiscussandaccomplishduringourcommunication.

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PartnerActivity

Withapartner,discusscommunicationgoalsandexpectedoutcomesforparentconferences.(Whatdoyouwanttheparenttoknow,do,orfeel?).

Howwouldyourgoals/expectedoutcomesdifferbetween:

• 30Dayconferences

• Springconferences

Communication Goals -Benefits■ Provides direction for our communication■ Ensures that we are accomplishing what we

want to achieve■ Helps us prioritize what we should talk

about

BenefitsofPlanningCommunicationGoals

■ Provides__________________________forourcommunication

■ Ensuresthatweareaccomplishingwhatwewanttoachieve

■ Helpsus__________________________whatweshouldtalkabout

CLEAR, CONCISE, CONCRETE MESSAGES

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Clear, Concise, and Concrete MessagesA parent asks you, “Why is my child repeating these worksheets? She already knows how to add 3.”Response: She needs to repeat and practice because she is taking a long time to do her work.

Aparentmayaskyou,“Whyismychildrepeatingtheseworksheets?Shealreadyknowshowtoadd3.”

Response:Iwanthertopracticebecausesheistakingalongtimetodoherwork.

Whatdoyouthinkofthisresponse?

Clear, Concise, and Concrete Messages

Clear Avoid mixed messages

Avoid Kumon language

Ensure non-verbal body language matches verbal

Concise Stick to the point

Keep it brief (avoid information overload)

Concrete Give a clear picture

Use facts/images

Beingclear,concise,andconcretewillhelpthelistenerunderstandyourmessage.

PartnerActivity

“Whyismychildrepeatingtheseworksheets?Shealreadyknowshowtoadd3.”

Workwithyourpartner:

Createaresponsethatisclearerandmoreconcretethatcanhelptheparentunderstandhowtheirchildwillbenefitfromrepeating+3s?

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Whatresourcescansupportyourcommunicationduringparentconferences?

Benefitsofusingprogressgoalstocommunicatewithparents:

PartnerActivity

Duringparentconferences,howcanyouuseaprogressgoaltoeffectivelycommunicateabout

• LongTermStudy

• AdvancedStudy

• Self-learning

Thinkabout:

Whatisyourexpectedoutcome?(Whatdoyouwantparentstounderstandorfeel?)

Howdoesyourmessagefulfillthatoutcome?

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Foodforthought:Byusingaprogressgoalwhencommunicatingwithparents,yousettheexpectationsandgivetheparentsandstudenttheopportunitytomeetthem.Bynotusingaprogressgoal,youarelettingtheparent/studentsettheexpectations.

Benefitsofcreatingmessagesthatareclear,concise,andconcrete:

■ Messagesare____________________________

■ Key_______________________issharedasapriority

■ Helpsparentsmakeanclearly___________________decision

ACTIVE LISTENING

Listening – Group Discussion

■ How do you know when someone is really listening to you when you are speaking?■ How do you feel when you know

someone is really listening to you?

■ Howdoyouknowwhensomeoneisreallylisteningtoyouwhenyouarespeaking?

■ Howdoyoufeelwhenyouknowsomeoneisreallylisteningtoyou?

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Active Listening

Effective communication is less about talking and more about listening.

Effectivecommunicationislessabouttalkingandmoreabout

______________________________.

Active Listening

Paraphrase/ Reflection It sounds like you are saying…

What I’m hearing is….Ask questions What are your concerns about…?

(“Why?” should be used sparingly)Clarify Can you tell me a little more about…?

Can you help me understand….?Summarize To make sure we are both on the same

page, let me summarize our discussion.

Active Listening - Handling ConflictApplying active listening can greatly reduce conflict during communication.

Additional tips for handing conflict include:

■ Respond in a timely manner

■ Don’t take conflict personal

■ Consider the root of the conflict before trying to solve

■ Keep a neutral tone of voice

■ Work towards a solution

Activelisteningcangreatreduce________________________.

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PartnerActivity

Withyourpartner,discusshowyouwouldapplyactivelisteningskillstothechallengingcommunicationscenarioassignedtoyourtable.

ChallengingCommunicationScenarios:

1. Possibledrop:ItisgettingtoohardtogetmychildtodohisKumonwork.I’mtiredoffightingeverynightaboutKumonandnowhedoesn’twanttocometotheCenter.I’mnotsurewecancontinue.

2. Notseeingadifferenceinschool:YoutoldmethatmydaughterisaKumonhonorrollstudentbutsheisstillhavingahardtimewithmathatschool.Idon’tunderstandhowthatcanbe.HerteachersaysthatKumondoesn’treallyhelpandIshouldgettutoringatschool.

3. NotreceivinghelpattheCenter:MychildhastoldmethatwhenhecomestotheCenterandhedoesn’treceiveanyhelpwithhisworkandhedoesn’tknowhowtodoit.Howareyouhelpinghim?

4. Reduceworkload.Mychildistakingsolongtodoherwork.Wehavealotofafterschoolactivitiesanddon’thavealotoftime.I’dliketoreducehernumberofpages.

Consider:

• Howwouldyouuseparaphrasing?

• Whatwouldbeyourexpectedoutcomeforthiscommunication?

• Whatquestionscanyouasktheparenttoclarifyorgetmoreinformation?

• Howmightyouresolvethissituation?

• Whattoolscanyouusetosupportyouwithyourcommunication?

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DEVELOPING A COMMUNICATION

PLAN

Strategic Communication Plan

Hopefully,youareinspiredtostartapplyingeffectivecommunicationskillsrightaway.

Butwheredoyoubegin?

TableDiscussion

Atyourtable,take5minutestodiscussthecommunicationplanningchallengeassignedtoyou:

Challenge1

■ Howcanyougainmoreparentparticipationandengagement

– Howcanweengageparents?

– Whatiftheyjustdon’thavethetimetocomeinforaconference?

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Challenge2

■ Howcanyoumanagethecommunicationprocess

– Whatresourcescanbeused?

– Whatcanyoudelegate?

– Whatkindofprocesscanbesetup?

Assessing Your Communication Plan■ How do you know your

communications are working?– Review your retention statistics

(adjust your plan as necessary)– Use and review the

parent/student surveys to identify areas for improvement

Howdoyouknowyourcommunicationsareworking?

Whyisthisimportanttoassess?

Applyingeffectivecommunicationskillsanddevelopingastrategiccommunicationplanwill:

• Ensurethatyourcommunicationprocessrunssmoothlyandthatthereisconsistentcommunicationwitheachfamilyatkeytimes

• Allowforyoutoreinforcethepositivegrowthinyourstudents• Provideanopportunityforparentstoaskquestionsandbeinvolved.• Positivelyimpactyourlessonplanning• Increasetheperceptionofvaluewithparentsandthecommunity

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Next Steps

■ Order your Spring Conference Kit■ Prepare for Spring Conferences

– How will you use the KIS Tools– How will you use effective

communication?■ Complete your Strategic

Communication Plan

NextSteps:

OrderyourSpringConferenceKit

PrepareforSpringConferences

HowwillyouusetheKISTools

Howwillyouuseeffectivecommunication?

CompleteyourStrategicCommunicationPlan

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Q & A

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