reframing communication for positive results. about the presenters margaret macmillan, certified...
TRANSCRIPT
Reframing Reframing Communication Communication
forforPositive ResultsPositive Results
About The PresentersAbout The Presenters
Margaret Macmillan, Certified Margaret Macmillan, Certified Executive CoachExecutive Coach
MLS, Mus. Bac., Manager, Markham MLS, Mus. Bac., Manager, Markham Public LibraryPublic Library
Paula Smith-Nadin, Senior Services Paula Smith-Nadin, Senior Services Specialist – Customer Experience, Specialist – Customer Experience, Toronto Public LibraryToronto Public Library
Agenda
Welcome and Introductions Staff Engagement The Case for Coaching (what is happening
at Markham Public Library and Toronto Public Library)
Core Coaching Skills Action Future Networking
Communication and Communication and RapportRapport
55% body language55% body language 38% tonality, timbre and tempo38% tonality, timbre and tempo 7% words7% words
What signals are you communicating?What signals are you communicating?
Excellence as InnovationExcellence as Innovation ““High performance organizations see excellence as a High performance organizations see excellence as a
way to boost customer satisfaction, employee way to boost customer satisfaction, employee productivity and profitability while cutting costs and productivity and profitability while cutting costs and reducing waste.”reducing waste.”
““Excellence is about a transformation of thinking. It Excellence is about a transformation of thinking. It requires collaboration and teamwork. Excellence is requires collaboration and teamwork. Excellence is about heart, relationships and how people about heart, relationships and how people (customers/employees) treat and communicate with (customers/employees) treat and communicate with each other.” each other.”
Adam Stoeher, VP, Educational Services, National Adam Stoeher, VP, Educational Services, National Quality Institute.Quality Institute.
Coaching’s real impact is in building leadership and employee engagement.
Staff EngagementStaff Engagement
What is it?What is it?What needs to happen in order to achieve it?What needs to happen in order to achieve it?
What would be the impact on your What would be the impact on your organization?organization?
““We are at our very best and we are happiest when we are We are at our very best and we are happiest when we are fully engaged in work we enjoy on the journey toward the fully engaged in work we enjoy on the journey toward the goal we’ve established for ourselves.” goal we’ve established for ourselves.” Earl NightingaleEarl Nightingale
Staff Engagement
An engaged employee is a person who is fully involved in, and enthusiastic about his or her work; willing to go beyond the call of duty.
Staff Engagement
50 % of work satisfaction is determined by the relationship workers have with their bosses.
70% of people leaving cited poor supervision or management relationship as a top reason for leaving an organization.
Study of the Emerging Workforce,
Saratoga Institute
It’s All About Building Trust
“The birth of a good society comes when people start to
trust each other, to share with each other, and to feel
concerned for each other.”…Jean Vanier
What is a “Coach What is a “Coach Approach”?Approach”?
A communication process A communication process A supportive partnership based on A supportive partnership based on
active listening, open and honest active listening, open and honest dialogue and powerful questioningdialogue and powerful questioning
Seeking to discover the best in othersSeeking to discover the best in others Opening a person to expand and to Opening a person to expand and to
learn what is possible for themselveslearn what is possible for themselves Building staff engagementBuilding staff engagement
Value of CoachingValue of CoachingStaff TestimonialsStaff Testimonials
““I have received the positive benefit of continuous I have received the positive benefit of continuous encouragement and support as well as acknowledgement of encouragement and support as well as acknowledgement of successes. Coaching has also been of tremendous value in successes. Coaching has also been of tremendous value in fostering a new team at TC and bonding of new staff fostering a new team at TC and bonding of new staff members.” (MPL staff)members.” (MPL staff)
““Being ‘coached’ really makes you think harder about your own Being ‘coached’ really makes you think harder about your own decisions and makes you look at things from different angles. decisions and makes you look at things from different angles. You often end up coming up with solutions you may never have You often end up coming up with solutions you may never have considered before. Coaching also builds self-confidence which considered before. Coaching also builds self-confidence which has helped me become more assertive as a leader.” (MPL staff)has helped me become more assertive as a leader.” (MPL staff)
““I think you have challenged me to be more honest and open.” I think you have challenged me to be more honest and open.” (YWCA ED)(YWCA ED)
““I cannot tell you how much you have helped me to come to a I cannot tell you how much you have helped me to come to a place of being able to take what has been difficult and put into place of being able to take what has been difficult and put into a place of opportunity.” (YWCA ED)a place of opportunity.” (YWCA ED)
Core Coaching SkillsCore Coaching Skills“How You Need to Coach”“How You Need to Coach”
ListeningListening Encouraging/AcknowledgingEncouraging/Acknowledging Powerful QuestioningPowerful Questioning Action PlanningAction Planning
ListeningListening
Take Time To ListenPositive communication is about listening Positive communication is about listening
beneath the words...beneath the words...
TED: Tell Me More; Explain; DescribeTED: Tell Me More; Explain; Describe
Eye contactEye contact
Non-verbal comments (Non-verbal comments (mmmmmm or nodding) or nodding)
Brief phrases (Brief phrases (of courseof course or or say more…)say more…)
Reframing by paraphrasing (Reframing by paraphrasing (What I am What I am hearing ishearing is …) …)
Ask questions (Ask questions (What does that mean?)What does that mean?)
Total focusTotal focus
WAIT: The Sound of WAIT: The Sound of SilenceSilence
WAIT: Why Am I Talking?WAIT: Why Am I Talking? Silence is a key to the questions we ask. Silence is a key to the questions we ask.
Give them room to think and answer.Give them room to think and answer.
Encouragement
“The deepest principle in human nature is the craving to be appreciated.”
William James (American psychologist and philosopher)
Encouraging
Yes you can do it!! Go for it!Yes you can do it!! Go for it!
You’re doing just great!You’re doing just great!
You are on the right track. Keep You are on the right track. Keep going!going!
AcknowledgementAcknowledgement
Why is it so difficult to give and Why is it so difficult to give and receive positive feedback?receive positive feedback?
Powerful Questions
Are You Telling or Asking?
Ten Powerful QuestionsTen Powerful Questions What is going well?What is going well? What support do you What support do you
need?need? If this challenge were If this challenge were
solved, what would solved, what would open up for you?open up for you?
What is really getting in What is really getting in the way?the way?
What could be the first What could be the first step?step?
What is the opportunity What is the opportunity with this change?with this change?
What would be the What would be the easiest way to do this?easiest way to do this?
What would a What would a successful outcome successful outcome look like to you?look like to you?
What’s the worst thing What’s the worst thing that could happen?that could happen?
What do you want to What do you want to focus on today so that focus on today so that you can go away feeling you can go away feeling that you have reached a that you have reached a positive outcome?positive outcome?
From Low Energy to High From Low Energy to High EnergyEnergy
What’s the problem? toWhat’s the problem? to Do you really think you Do you really think you
can do that on your own? can do that on your own? to to
Is this challenge too Is this challenge too much for you to cope much for you to cope with? to with? to
Why do you give up so Why do you give up so easily? easily?
How do you think you How do you think you can get all of that done?can get all of that done?
What is going well?What is going well? What support do you What support do you
need?need? If this challenge If this challenge
were solved, what were solved, what would open up for would open up for you?you?
What is really What is really getting in the way?getting in the way?
What could be the What could be the first step?first step?
Action Planning Coaching is only a conversation without action planningCoaching is only a conversation without action planning..
WHOWHO is accountable? is accountable?
WHATWHAT are they accountable for? are they accountable for?
WHENWHEN is it due? is it due?
WHATWHAT support or resources are support or resources are required?required?
To Be “Coach-like” To Be “Coach-like” MeansMeans
A Shift In AttitudeA Shift In Attitude Reframing Your WordsReframing Your Words A Shift In Tone of Voice and A Shift In Tone of Voice and
EmphasisEmphasis A Shift In Body LanguageA Shift In Body Language Being Agenda-Free Being Agenda-Free Being Curious, a Neutral ObserverBeing Curious, a Neutral Observer
Reframing Your ApproachReframing Your Approach
FROMFROM Making a person Making a person
wrongwrong TellingTelling HierarchicalHierarchical JudgmentJudgment ReactiveReactive Solving their Solving their
problemproblem Why did you do that?Why did you do that?
TOTO Supporting the person’s Supporting the person’s
strengthstrength ListeningListening CollaborativeCollaborative EndorsementEndorsement ProactiveProactive Empowering the other Empowering the other
person to find own person to find own solutionsolution
What can you do What can you do differently?differently?
ActionAction What are you taking away from this What are you taking away from this
session?session? What exactly are you committed to doing What exactly are you committed to doing
differently?differently? Where do you think you can use “a coach Where do you think you can use “a coach
approach” in your workplace?approach” in your workplace? What will be the biggest support in What will be the biggest support in
making this work?making this work? Where will you start?Where will you start? How will you be accountable for doing it?How will you be accountable for doing it?
Communicate to Connect!
Networking – sign-up if you would like to continue to share ideas about “Reframing Your Communication for Positive Results”.
For more information about coaching contact:
Margaret Macmillan, Branch ManagerMarkham Public [email protected] ext. 3572