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2013 Georgia Society forHealthcare Executive Assistants
Annual ConferenceSeptember 29-30, 2013
The Ridges Resort, Hiawassee
• The Effective Communicator
Sherry K. Basile, PhDTanner Health System
Director of Learning & Development
The Effective Communicator
• 1798
• 75-80%
• 45
- Messages sent & received each day
-Time the average business executive spends communicating
- Minutes per hour executives spend communicating
• 9:15 a.m. Communication Skills• 10:15 a.m. Break• 10:30 a.m. Presentation Skills• 11:30 a.m. Lunch• 1:00 p.m. Personality Assessment• 2:00 p.m. Break• 2:15 p.m. Relationship Building Skills
Our Day Together
1. Attending skills
2. Active Listening skills
a. Reflection
b. Paraphrase
c. Open questions
d. Summarize; Check out
Attending skills
S – Sit Squarely O – Open Posture L – Lean E – Eye Contact R – Relax
9
Active Listening Activity
Hearing vs. Active Listening
Hearing: to perceive sound
Active listening requires the listener:
1. To feed back what they heard
2. To confirm what they heard
3. To confirm the understanding of both parties.
Non-verbal signs of Active Listening:
1. Smiles2. Nods3. Eye contact4. Posture5. Mirroring: Bio-rapport and body drama
Verbal Signs of Active Listening
1. Remembering2. Reflection3. Questioning4. Clarification5. Summarization
ReflectionBing Dictionary
1. to send something back; usually back to its point of origin.
2. to show a mirror image of something: to show as a mirror would
Look at the person; listen to the content, and interpret.
Say:
“Sounds like you are upset. What triggered that?”
Or, “I noticed that after I said__________, you got really quiet, (or rolled your eyes…). Looks as though you disagree.”
“I hear your concern and wonder how I might be helpful.”
Apologize when appropriate.
Paraphrasing (Bing Dictionary )
1. to rephrase and simplify;
2. to restate something using different words, especially to make it simpler or shorter.
Summarizing (Bing Dictionary)
1. to give a shortened version of something
that has been said or written, stating its main points.
Effective Questions Refrain from asking “Why”
Use Open-ended: who, what, where, when
“Tell me about…”
Choose Your Words Carefully.Saying,
"You need to… ought to… should…shouldn’t…" can put others on the defensive. “
Instead, say “When you...” or “I noticed that...“, or“it would be helpful if...” Begin with the action or behavior that needs to be changed, rather than with “You”.
Degrees of Active Listening
Repeating
Perceiving
Paying Attention
Remembering
Repeating the message using exactly the same words used by the speaker
Skills Practicewith
Your Real Life Scenarios
10:15 a.m. – 10:30 a.m. Break
10:30 a.m. Presentation Skills
Engaging
Effective
Powerful
You Can Be:
Every presentation is a public performance—
persuading listeners is about much more than conveying information.
Your Tools of Performance
Voice LanguageUsage
Movement
Body Language
Volume
Avoid monotone. Speak with feeling; change your intonations.
Speak loudly without overpowering.
Tone
Pacing Natural.
Voice
• Use words that convey confidence and interest.
• Use short sentences and short, simple words.
• Speak slowly and clearly so everyone can understand every word.
LanguageUsage
1) Work the room; create a relationship with your audience.
2) Use of space.
3) Move appropriately and with purpose.
4) Be relaxed, casual.
5) Natural movements that support your words.
6) Stand still to make an important point.
7) Avoid the “Pacing Tiger”.
Movement
1) Stand straight, not stiff.
2) Find your center of gravity.
3) Radiate energy.
4) Pleasant & friendly facial expressions.
5) Openness and accessibility.
6) Make good eye contact – three to five seconds per person.
Body Language
Body Language
Your Hands – What to do with them?
1) Not in your pockets; by your sides.
2) Not “handcuffed” behind your back.
3) Not grabbing your elbows with arms crossed.
4) Not wringing nervously.
5) Use to emphasize a point or certain word.
6) By all means, NO “fig leaf.”
What to Do with Your Hands?
Hands in Pockets Handcuffed Weight shifted
Your Introduction
• First 30 seconds, grab their attention.
• First 2 minutes, give them what they came for: WIIFM.
• At the five-minute mark you will have described in explicit
detail, how you will deliver what they came for.
Days prior to your presentation:
• Reduce anxiety.
• Practice – allot – out loud, in front of a mirror, friends, family.
• Memorize the first two minutes.
Then, you breeze on through the butterfly phase.
When you enter the room:
• Focus on making your movements fluid and confident.
• Find a few friendly faces in the audience, for reassurance.
• Smile. Show that you want to be there.
• Be yourself.
Recommended Readings:
Simply Speaking! The No-Sweat Way to Prepare & Deliver Presentations (2000) By David Greenberg
The Presentation Secrets of Steve Jobs: How to Be Insanely Great in Front of Any Audience (2010) by Carmine Galla
Develop an opening to a meeting or presentation,Yours or your boss’s.
1) Interesting opening that hooks your audience.2) Describe WIIFM.3) Disclose the purpose of the meeting.
Individual Experience
Lunch Break: 11:30AM -1:00PM
1:00PM – 2:00PM Personality Assessment
True Colors: History
Don Lowry created True Colors™ in 1978, modeled after the Isabel Briggs-Myers, Katherine Briggs, and David Keirsey.
Each of us is a unique blend of all the colors.
Increased understanding of ourselves and others reduces conflict, increases productivity, efficiency and teamwork.
Better equipped to interact effectively.
The Assessment
True Colors
Orange, Gold, Green, Blue…Which one are you?
Identifying your personality type & work style
ORANGE Act on a moment’s notice
Witty, charming and spontaneous: they consider life as a game
to be played here and now!
Impulsive, generous and impactful: they need fun, variety,
stimulation and excitement in all aspects of their lives.
Optimistic, eager and bold: they value skill, resourcefulness
and courage.
Physical, immediate and fraternal: they are natural trouble-
shooters, performers and competitors!
GOLD At work: provide stability and maintain organization. Detail-
oriented and hard working!
In love: serious-minded views of love. Want to build secure life
with partner and do practical things to show their love.
During childhood: followed rules and regulations. Understood
and respected authority; comfortable with academic routine
Easiest of all types of children to adapt to educational system!
BLUE Need to feel unique and authentic!
Enthusiastic, sympathetic and personal: they look for meaning
and significance in life!
Warm, communicative, compassionate: need to contribute,
encourage and care about what they do.
Idealistic, spiritual and sincere: value integrity and unity in their
relationships.
Peaceful, flexible and imaginative: they are natural romantics,
poets and nurturers
GREEN Always seek knowledge and understanding!
Analytical, global and conceptual: live their lives by their
own standards!
Cool, calm and collected: need explanations and answers.
Inventive, logical and perfectionists: value intelligence,
fairness and justice.
Abstract, hypothetical and investigative: natural non-
conformists, visionaries and problem solvers.
Small Group Exercise
1) Assemble in Color Groups; choose a Reporter.
2) Discuss your color Group’s traits that best contribute in the workplace. Chart.
3) Discuss your Color Group’s challenge areas, particularly at work. Chart.
4) What will it be helpful to do more or less of?
5) Your Reporter shares your top 3 of each.
Contribute Challenge
1. 1.
2. 2.
3. 3.
Break 2:00PM – 2:15PM
2:15PM - Workplace Relationship Building Skills
“In the real world…it’s the relationships – the formal and informal networks of people – that really govern how
the organization runs and how value is created.”
Michael Schrage | Wall Street Journal | March 1990
And Effectiveness with Others
Small Group Exercise
1) Assemble in Color Groups; use handout; choose Reporter.
2) Determine the Color of each of your CEOs.
3) Discuss your Color traits that enable you to be most effective with your CEO. What “Ahas” have you discovered about your relationship?
4) Determine:1) A co-worker who has been a challenge in the past2) Their color3) Ways you can approach them differently4) Translate this to multiple co-workers once back at your workplace
5) Report out on: 1) traits of one effective CEO relationship, and 2) ways you have learned to improve one of those co-worker relationships.
Debrief
Conclusion
There is no “one size fits all” that puts every single personality into a box! Every person reacts to situations in their own way. It’s important to still get to know your peers as individuals!
Similarly, everyone acts differently in separate environments! You may be a Gold at work and a Blue at home! It’s perfectly normal…
Try to play to each others strengths by considering their
Colors. Understanding how you may be perceived can help you
better communicate.
Questions?
Thank you so much for listening…actively, Sherry
Take-Aways |Evals |Goodbyes
