enhancing your communication skills: getting results & managing conflict facilitator: heather...
TRANSCRIPT
Enhancing Your Communication Skills: Getting Results & Managing
Conflict
Facilitator: Heather Dudley, MS
Brookhaven HospitalDirector of Administrative Services
Heather Dudley, MSDirector of Administrative Services
Brookhaven HospitalCEO/Owner of ULead Consulting
OSU Masters of Science: Teaching Learning and Leadership Emphasis: Occupational Education
•Alcohol Beverage Law Enforcement (ABLE) Commissioned Facilitator & Trainer•DiSC® Behavioral & Communication Assessment Administrator•Franklin Covey’s Signature Series of 7 Habits of Highly Effective People Certified Facilitator•Hogan Personality Inventory Assessments Administrator
(HPI, HDS, MVPI)•Hogan Leadership Forecast Series for Development/Coach•Hogan Leadership Forecast Series for Team Development•Managerial Readiness Profile (MRP) Online Assessment Administrator•OC Tanner Orange Revolution Certified Facilitator
Objectives
•Increase Effectiveness
•Reduce Stress
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Agenda for Today…
•Explore trust in communication •Discover your communication style •Provide an overview of each style•Recognize the conflict responses in each style
Exploring Trust How many of you in this room feel you are trustworthy?
CREDIBILITYSkill, knowledge,
experience
COMMUNICATIONManaged expectations
CONSISTENCYHistory
1. Unconscious, thoughtless or misinterpreted acts undermine existing trust.
2. Some are reluctant to risk trusting others.
If everyone is trustworthy, then why is there so little trust?
Trust:
How well do you deliver on the 3 factors that inspire trust?
•What level of credibility do you hold?
•How consistent are you in your actions & decision making?
•How well do you communicate to build confidence & reassurance within your team?
Communication: why do we do it?
•To solve problems•To give information•To get information (understanding)•To cultivate a relationship
Purpose of Understanding Styles
Help us identify the different ways we behave so we can:
Minimize potential conflict with others
Maximize our potential for success
Discover Four Styles of Behavior and Explore the General Preferences of
Your Communication Style
Introduction to the Styles
Thoughtful Steadiness
Accepting
Influence
Accepting
Steadiness
Active
Questioning
Dominance
DiSC® ModelInfluence
Active
Dominance
Questioning Questioning
Conscientiousness
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DiSC® Model
Perceives Self as Less Powerful than the Environment(ADAPT)
Perceives an Unfavorable Environment
(DETACH)
Conscientiousness
Dominance
Perceives a Favorable
Environment(AFFILIATE)
Steadiness
Influence
Perceives Self as More Powerful than the Environment (CONTROL)
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D — DOMINANCEEmphasize: shaping the environment by overcoming opposition
and challenge
Tendencies: getting immediate results, taking action, accepting challenges, seriousness
Motivated by: challenge, power and authority, direct answers
Fears: loss of control in their environment; being taken advantage of
You will notice: self-confidence, decisiveness, direct eye-contact, and risk-taking
Limitations: lack of concern for others, impatience
i — INFLUENCEEmphasize: shaping the environment by persuading and
influencing others
Tendencies: involvement with people, making a favorable impression
Motivated by: social recognition, group activities, relationships, fun, and self-expression
Fears: social rejection, disapproval, loss of influence
You will notice: enthusiasm, charm, sociability, creativity, animated, and gestures
Limitations: impulsiveness, disorganization, and lack of follow through
S — STEADINESS
Emphasize: achieving stability, accomplishing tasks by cooperating with others
Tendencies: calm, patient, loyal, good listener
Motivated by: infrequent change, stability, sincere appreciation, cooperation, and clear goals & steady progress
Fears: loss of stability, the unknown, change, unpredictability, and feeling pressured
You will notice: patience, a team player, stability, methodical approach, calm
Limitations: overly willing to give, putting their needs last
C — CONSCIENTIOUSNESSEmphasize: working within circumstances to ensure quality and
accuracy
Tendencies: attention to standards and details, analytical thinking, and taking their time
Motivated by: clearly defined performance expectations, quality and accuracy being valued
Fears: criticism of their work, slipshod methods
You will notice: behavior that is cautious, precise, diplomatic, restrained, and little or few facial expressions
Limitations: overly critical of self and others, indecision because of desire to collect and analyze data
Learn About Your Behavior When You Are in Conflict With Others
Learn About Your Behavior When You Are in Conflict With Others
Conflict and Stress
Objectives
Discover what your style experiences when in conflict with others
Discover
Learn Learn how to maximize your effectiveness when you are under this kind of pressure
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Tell Assertive
(Fast)
Ask Assertive
(Slow)
People FocusTask Focus
Focus on Logic Focus on Feelings
Tends to Suppress
Tends to Assert
EXPRESSGoal: Acknowledgement
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D
ComplyGoal: Harmony
WITHDRAWGoal: Justice
DEMANDGoal: Victory
D - DEMAND
•Goal: VICTORY
•Becomes aggressive and autocratic
•Creates win/lose outcomes•Refuses to bend•Overpowers with force
i - EXPRESS
•Goal: ACKNOWLEDGEMENT
•Wants to be heard•Glosses over tension initially•Verbalizes feelings impulsively•Personally attacks
S - COMPLY
•Goal: HARMONY
•Avoids aggression•Tries to save relationships•Accommodates or gives in•Simmers beneath the surface
C - WITHDRAW
•Goal: JUSTICE
•Becomes defensive•Strategizes in a controlled fashion
•Resists passive-aggressively•Overpowers with logic and facts
Dealing with Conflict
•How do others react to your behavior?•How do you think it affects others?•What should your style focus on in
conflict?
•We all use ineffective behaviors when we are under pressure. Consider alternatives for better outcomes.
Adapting Your Style
DISSATISFIERS:Routine, mundaneLack of authorityLack of respect
TONE OF VOICE:Strong, clear, confidentDirectFast pace
WORDS/CONTENT:WinLead the fieldResultsNow, ImmediateBottom lineChallenge
ENERGIZERS:ChallengesOpportunities to leadTough assignments
BODY LANGUAGE:Keep your distanceStrong handshakeLean forwardDirect eye contact
DO’S AND DON’TS:Be clear, specific and to the point Don’t waste timeStick to business Present facts logicallyBe prepared and packaged Ask specific “what” questionsProvide alternative choices Don’t offer guarantees you can’t keepTake issue with the facts, not the person Provide a win/win opportunityLet it be his/her idea
WORKING WITH THE
CORE STYLE
D
DISSATISFIERS:Social rejectionSkepticismNegativity
TONE OF VOICE:EnthusiasticModulationsPersuasive, colorfulFast pace
WORDS/CONTENT:FunI feelSocialize, recognitionExcitingPicture thisPeople
ENERGIZERS:People interactionsSocial recognitionInspiration
BODY LANGUAGE:Get closeSit next toSmile, relax, have funFriendly eye contactExpressive gestures
DO’S AND DON’TS:Support their dreams Allow time for socializingTalk about people and their goals Don’t drive for facts, figuresAsk for opinion Put details in writingProvide ideas for implementing actions Provide testimonials – “important” peopleDon’t talk down Offer incentives for risksMake them feel special
WORKING WITH THE
CORE STYLE
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Adapting Your Style
Adapting Your Style
DISSATISFIERS:Loss of securityLack of closureSurprisesNo “home” base
TONE OF VOICE:Warm, soft, calmSteadyLow tone, volumeSlow pace
WORDS/CONTENT:Step-by-stepHelp me outGuarantee, promiseThink about it, take your time
ENERGIZERS:Defined territory, SecurityClosureTeam HarmonyOpportunity to serve
BODY LANGUAGE:Relaxed, calmMethodicalLean back, don’t rushFriendly eye contactSmall gestures
DO’S AND DON’TS:Start with personal connection Show interest in them as a personListen! Don’t force a quick response – patiencePresent your point logically, non-threateningly Don’t interruptLook for hurt feelings Provide personal assurances/guaranteeDon’t mistake willingness for agreement Allow time to think/make decisionsProvide information
WORKING WITH THE
CORE STYLE
S
DISSATISFIERS:Personal criticismMoving too fastDecisions without dataIrrational feelings/emotions
TONE OF VOICE:Controlled, directThoughtful, preciseLittle modulationsSlow pace
WORDS/CONTENT:Here are the factsThe data showProvenTake your time, no riskAnalyzeGuarantees
ENERGIZERS:InformationQuality StandardsCompliance to rulesAnalysis, research
BODY LANGUAGE:Keep your distanceSit across fromFirm postureDirect eye contactLittle/no hand gestures
DO’S AND DON’TS:Prepare your case Don’t be disorganized Approach in straightforward way Don’t be casual, informal or personalProvide policies/rules to follow Build credibility – look at all sidesGive time for decisions Present specificsBe conservative, don’t over promise Help them do things “right”Take time, but be persistent Be fair and consistentProve with facts Loyalty
WORKING WITH THE
CORE STYLE
C
Adapting Your Style
Control
Detach Affiliate
Adapt
Review
•We all communicate differently based on our natural style (DiSC®).
•Sometimes differences can cause conflict and stress…awareness of your style’s strengths and challenges is the first step in overcoming conflict.
Questions?
Thank you for your participation!
Resources
•DiSC® Model, Inscape Publishing, Inc., Minneapolis, MN
•DiSC QuickDiSC®, Inscape Publishing, Inc., Minneapolis, MN
•Indra DiSC®, Inscape Publishing, Inc., Minneapolis, MN