COMMUNICATION STRATEGIES

Learning Objectives

• Identify common communication problems that may be holding you back

• Learn techniques to persuade and influence others

• Develop skills in asking questions that give you information you need

• Learn what your non-verbal messages are telling others

• Enhance your ability to handle difficult situations

PERCEPTION & VALUES

NON-VERBAL COMMUNICATION

OPTIONS AND PROCEDURE

Options people like thinking about the big picture

They enjoy knowledge for knowledge’s sake

Options People are abstract thinkers

They see patterns and think outside the “box”

Options people want to know the “big why”

They are bottom line driven, and believe things can be perfect

ON THE OTHER HAND…

Procedure people value specifics and fact based details

They are interested in how to do something, not why

Procedure people love cheat sheets and lists; they are note takers

They are practical and work well within a rule based system

Options and procedure personalitiesgravitate to particular occupations

In the United States, most people are Procedural

Different types of people perceive the world in different ways

We want to communicate effectively with people who are different

NON-VERBAL COMMUNICATION

Good body positioning increases our ability to listen and comprehend

We need to pay attention to the messages our body language sends

NEURO-LINGUISTIC PROGRAMMING

We use different parts of our brains for different tasks

We tend to look in the direction that our brains are working.

Watch someone while you’re talking to them; you can tell how they think

What do you think they are thinking?

NLP Thinking Map

Visually Creative Thinking

(Upper Right)

Remembering Something Visually

(Upper Left)

Words / Auditory Construction Thinking

(Center Right)

Remembering Words or Sounds

(Center Left)

Feeling / Sensing / Body Thinking (Lower Right)

Having an “Internal” Conversation with

Yourself (Lower Left)

NLP Thinking Map

Visually Creative Thinking

(Upper Right)

Remembering Something Visually

(Upper Left)

Words / Auditory Construction Thinking

(Center Right)

Remembering Words or Sounds

(Center Left)

Feeling / Sensing / Body Thinking (Lower Right)

Having an “Internal” Conversation with

Yourself (Lower Left)

Imagine a purple buffalo

What was the color of the first house you lived in?

Create the highest sounding pitch possible in your head

Remember what your mother’s voice sounds like

Can you remember the smell of a campfire?

We look down and to the left when we’re talking to ourselves

DRAWING OUT THE SPEAKER’S MESSAGE

Questions often focus on the intent of the listener, not the speaker

We can use open and closed questions strategically

REVIEW

COMMUNICATING REGRET

“I’m sorry” has a special place in our culture

People want to know that you understand how you affected them

We all want to believe it will be different next time

The Apology Model helps us do it right the first time

CONFLICT RESOLUTION

Everyone has little things that they’d like to bring up and they don’t

Often, identifying a problem and describing its consequences is enough

We need a tool to address small problems before they get out of hand

WHEN EMOTIONAL PROBLEMS COME TO YOU

Emotion is a communication tool

When you recognize their emotion they are able to let go and move on

COMMUNICATING APPRECIATION

Appreciation is a potent, yet overlooked way to empower people

The beauty of appreciation is that we can give it to anyone we choose

ACTION PLAN

Thank You