Communication Styles & Methods: Meeting the Needs of the ......1 Communication Styles & Methods: Meeting the Needs of the Firm 1 A trek into the jungle to discover how not merely to

Communication Styles &

Methods: Meeting the Needs of

the Firm

Presented by

Kristine A. Sexter

CM30

5/21/2014

9:30 AM - 10:30 AM

May 19-22, 2014, Toronto ON Canada

The handouts and presentations attached are copyright and trademark

protected and provided for individual use only.

1

Communication Styles & Methods: Meeting

the Needs of the Firm

1

A trek into the jungleto discover how not merely to survive, but to thrive!

2

2

Objectives & Goals

• Identify your individual ‘wild’ communication style

• Determine how to talk to the ‘other animals in your jungle’

• Discuss the top seven barriers to clear, concise communication

3

Learn Your Wild Communication Style

1.Locate the handout.

2. For each question (horizontal), check the onebox that BEST represents your preferences.

2. When completed, add columns vertically.

3. Place numerical score on line below that column.

4

3

If your highest score is in column #1

HORSE• People oriented• Very likeable• Warm, friendly and accepting • Steady and calm • Loyal and dependable • Team-players• Able to gain support

of others • Excellent listeners • Patient and considerate • Dislikes interpersonal conflict • Guards their emotions• Accepts change slowly • Slow to act; slow to decide • Asks many questions

5

HORSE

Motivated by: • Harmonious relationships• Sincere appreciation

Stressed by: • Pushy, aggressive behavior• Fast change• Possibility of offending others• Presenting in front of others

6

4

HORSE

Others may see them as:

• A pushover• Wishy washy• Submissive• Indecisive• Defensive• Needing acceptance• Unable to complete tasks

7

HORSEHow to Adaptif You're a Horse: • Say no more often• When relevant, put task

completion over others feelings

• Take the well-calculated risk

• Ask for help; delegate to others

• Adapt more readily to positive change

• Confidently state opinions & thoughts 8

5

If your highest score is in column #2 MONKEY

• People Oriented• Very friendly• Enthusiastic; Spontaneous • Talkative• Promotes group collaboration • Quick paced • Optimistic• Likes involvement • Risk taker• Jumps from one thing to next• Shows emotions • Exaggerates and generalizes • Undisciplined about time • Not always prepared• Tends to be disorganized 9

MONKEYMotivated by: • Sincere recognition &

appreciation• Opportunities to help• Be involved• Stable, predictable

environments• Attention

Stressed by: • Social rejection

• Disapproval

• Being ignored

• Being alone10

6

MONKEY


• Manipulative• Over eager• Time-waster• Lacking in focus• Superficial• Overly-emotional

11

MONKEY

How to Adapt if You're a Monkey:• Focus on completing tasks

• Control emotions when necessary to remain objective

• Consciously manage time

• Concentrate on the task at hand (‘Unitask’)

• Engage in active listening

12

7


LION• Task Oriented• Wants immediate results• Confident; Authoritative • Good organizational skills • Decisive; Goal-orientated • Independent; Competitive• Likes challenges • Bold, adventurous • Prefers being alone • Seeks to have power• Strong ego; dominant• Low tolerance for feelings,

attitudes and advice of others • Likes, and seeks, control • Fast, impatient pace 13

LIONMotivated by: • Winning, success• Getting tasks completed• Hitting goals• Being a leaderStressed by: • Wasting time• 'Touchy-feely' behavior

that blocks actions/results• Inaction in others• Disorganization• High-maintenance

situations and individuals14

8

LION


• Aloof• Egotistical• Cold• Pushy• Arrogant• Insensitive• Impatient

15

LIONHow to Adapt if You're a Lion:• Listen more effectively

• Consider the emotions, feelings of others, especially in tense situations

• Be more patient

• Allow others to lead and make decisions

• Use more caution

• Slow down 16

9


OWL• Task Oriented• Seeks facts, data, objectivity• Serious, persistent • Orderly, logical • Follows directions &standards • Time-disciplined and precise • Perfectionist, must be right• Structured and organized • Conventional, systematic• Works in slow, cautious pace • Prefers to work alone • Over-relies on data & proof • Dislikes involvement • Wants to always be right 17

OWL

Motivated by: • Opportunities to use

expertise & gain knowledge

• Being correct; right Stressed by: • Strong displays of emotion• Criticism• Being wrong• Casual approaches to

projects• Disorganized processes &

people 18

10

OWL


• Unemotional• Lacking in imagination• Resentful• Withdrawn; aloof• Resistant to change• Too reliant on facts,

data• Weak• Perfectionistic

19

OWLHow to Adapt if You're an Owl

• Be willing to accept constructive criticism

• Share opinions, feelings

• Seek fast methods to achieve objectives

• When appropriate, relax standards so that perfectionism does not paralyze forward momentum 20

11

• Be congenial and pleasant,• Be warm, approachable.• Show concern for

their feelings. • Offer your point of view, but

in an easygoing manner.• Indicate your willingness to

work collaboratively with them.

• Offer options, not demands.

• Be willing to compromise. 21

When communicating with the HORSE

• Be optimistic and enthusiastic.

• Talk in terms of collaboration, team work.

• Praise and recognize their efforts.

• Make it a point to make a personal connection.

• Value their energy.

• Appreciate their talent for getting others involved.

• Assure them that you value the relationship. 22

When communicating with the MONKEY

12

When communicating with the LION

• Get straight to the point.

• Talk in terms of action andresults.

• Focus on the big picture and avoid over analysis.

• Expect directness, candor. Don’t take it personally.

• Be prepared to answer questions with confidence.

• Appeal to their desire to set goals, compete, win, be victorious

• Match their quick pace. 23

When communicating with the OWL• Talk about the

objective, fact-based aspects.

• Speak with a calm and methodical tone.

• Do not pressure for an immediate decision.

• Expect skepticism.

• Show appreciation for their knowledge, logic.

• Do not be forceful or emotional in your approach.

• Expect assumptions to be challenged. 24

13

The Top 7 Barriersto Clear, Concise Communication

“There is little doubt that organizational communication has

changed. Top down approaches and controlled messaging is

no longer the accepted methodof sharing information.

Technology, generational differences, shortages of highly skilled and semi-skilled workers

and economic challenges have all contributed to a dramatic shift in communication best practices.”25


1. Organizational Vision, Mission, Values and Goals that are nonexistent or simply irrelevant, rhetoric

26

14


2. Maintaining a hierarchical, closed and/or silo-approach to sharing information.

27


3. Failing to capitalize upon all methods and mediums of communication.

28

2nd Quarter Town Hall Meeting

15


4. Lack of recognition, combined with a lack of broadcasting, communicating individual recognition to the organization.

29


5. Inconsistent communication.

30

16

The Top 7 Barriers

to Clear, Concise Communication

6. Failing to recognize the power of ‘what is not being said.’

31

The Top 7 Barriers

to Clear, Concise Communication7. Leaders who are not role models of the organizational Vision, Mission, Values and Goals.

32

WorkWise Productions and

KristineSexter.com LLC

Association of Legal Administrators- 2014 Annual Conference

presents:

“Communication Styles & Methods- Meeting the Needs of the Firm!”

2014 Full reprint permission granted to all ALA Members. www.KristineSexter.com 1

Communication Styles & Methods:

Meeting the Needs of the Firm

“To effectively communicate, we must realize that we are all different in the way we perceive

the world and use this understanding as a guide to our communication with others.” -Tony Robbins

elcome to this unique and very engaging educational event designed specifically for

business of law leaders. As a role model and leader of your law firm’s ‘jungle,’ your ability to

communicate with persons inside (and out) the ‘tribal organization’ is critical to thriving, and

not merely surviving, as a business of law leader.

Objectives & goals of this training:

Identify your individual ‘wild’

communication style

Determine how to talk to the ‘other

animals in your jungle’

Discuss the top seven barriers to clear,

concise communication

Introduction

W

http://www.kristinesexter.com/




presents:



I. Learn Your ‘Wild’ Communication Style: For each question, check the one box

that BEST represents your preferences. When completed, add the checkmarks on each vertical

column. Place the numerical score on the line below that column.

1. Manner is

basically: Patient;

Calm Enthusiastic;

Talkative

Results-

oriented:

Confident Analytical:

Quiet

2.

Decision

making: Methodical;

Cautious Emotional;

Consensus Quick;

Purposeful Fact-based;

Systematic

3.

I talk about:

Personal,

heartfelt

experiences;

Positive side of

others

Social network;

Building teams

Achievements;

Overcoming

challenges The facts;

Best approaches

4. Using time: Not rushed

Socializer

Hurrying

Precisely on time

5. Relates to others: Supportive;

Listens

Accepting;

Highly social

Direct;

Commands

Restrained;

Quiet

6. Gestures: Sparse; minimal

Open;

welcoming Thought-out;

Impatient

Closed; Little to

none

7. Clothing: Timeless basics;

Conforms Today’s trends;

Bright Formal, yet

stylish Conservative;

Monochromatic

8. Work pace: Steady

Enthusiastic

Fast

Controlled

9. Listening: Interested

Distracted

Impatient

Selective

10. Work area has: Keepsakes

Pictures

Awards

Charts

11. Oriented toward: Support;

Status Quo

Socializing;

Positive

recognition

Getting results;

Leading,

Winning

Accuracy, Facts,

Gaining

knowledge

12. Basic

personality: Laid back

Outgoing

Assertive

Stoic; No-

nonsense

13. Communication: Low-key

Animated

Direct

Reserved

14. Responsive to

others Steady

Friendly

Restless

Guarded

1.____________ 2. ____________ 3. ____________ 4. ____________





presents:



If your highest score is in column #1, your animal style is:

The HORSE

Overall:

People oriented

Very likeable

Warm, friendly and accepting

Aware of the reactions of others

Agreeable and supportive

Steady and calm

Loyal and dependable

Humble

Team-players

Great ability to gain support from others

Excellent listeners

Supportive of others

Prefers first name/informality

Consistent

Patient and considerate

Dislikes interpersonal conflict

Guard their emotions in front of others

Accepts change slowly and reluctantly

Approaches risk cautiously

Slow to take action and make decisions

Asks many questions

Motivated by: Harmonious relationships, sincere appreciation

Stressed by: Pushy, aggressive behavior from others, fast change, possibility of offending others,

presenting in front of others.

Others may see them as: A pushover, wishy washy, submissive, indecisive, defensive, needing

acceptance, unable to complete tasks,

In adapting to your jungle, may want to consider:

Learn to effectively say no more often

Place task completion over others feelings when necessary

Step outside comfort zone and take the well-calculated risk

Ask for help; delegate to others

Adapt more readily to positive change

Confidently state opinions and thoughts when important





presents:




The MONKEY

Overall:

People Oriented

Very friendly

Enthusiastic

Spontaneous

Talkative

Promotes group collaboration

Quick paced

Optimistic

Likes involvement

Risk taker

Persuasive

Jumps from one activity to another

Shows emotions

Relies on intuition

Exaggerates and generalizes

Undisciplined about time

Not always prepared

Tends to be disorganized

Motivated by: Sincere recognition and appreciation, opportunities to help and be involved, stable,

predictable environments, attention

Stressed by: Social rejection, disapproval, being ignored, being alone

Others may see them as: Manipulative, over eager, time-waster, lacking in focus, superficial, overly-

emotional


Focusing on completing tasks

Controlling emotions when necessary to remain objective

Managing time

Concentrating on the task at hand

Engaging in active listening





presents:




The LION

Overall:

Task Oriented

Wants immediate results

Takes action

Confident

Good administrative, organizational skills

Decisive

Goal-orientated

Independent

Competitive

Likes challenges and solving problems

Bold, adventurous

Strong-willed, authoritative

Prefers autonomy

Seeks to have power

Strong ego and dominant

Low tolerance for feelings, attitudes and

advice of others

Likes and seeks control

Fast, impatient pace

Questions status quo

Motivated by: Winning, success, getting tasks completed, hitting goals, being a leader

Stressed by: Wasting time, 'Touchy-feely' behavior that blocks actions/results, inaction in others,

disorganization, ‘high-maintenance’ situations and individuals

Others may see them as: Aloof, egotistical, cold, pushy, arrogant, insensitive, impatient

In adapting to your jungle , may want to consider:

Listen more effectively

Consider the emotions and feelings of others, especially in tense situations

Be more patient

Allow others to lead and make decisions

Use more caution

Slow down





presents:




The OWL

Overall:

Task Oriented

Seeks facts, data, objectivity

Serious, persistent

Orderly, logical

Follows directions and standards

Time-disciplined and precise

Good problem-solving skills

Perfectionist, wants to be right

Structured and organized

Conventional, systematic

Works in a slow, cautious pace

Concentrates on detail

Complies with authority

Prefers to work alone in a slow and

precise manner

Likes controlled circumstances

Over-relies on data collection and proof

Critical of others’ performance

Dislikes too much involvement

Wants to always be right

Motivated by: Opportunities to use expertise and gain knowledge, being correct and right,

Stressed by: Strong displays of emotion, criticism, being wrong, casual approaches to projects, and

disorganized processes.

Others may see them as: Unemotional, lacking in imagination, resentful, withdrawn, and resistant to

change, too reliant on facts and data, weak, perfectionist.


Be willing to accept constructive criticism

Share opinions and feelings more often

Seek fast methods to achieve objectives

When appropriate, relaxing standards so that perfectionism does not paralyze forward

momentum





presents:



Let’s Talk to the Animals….

When communicating with the HORSE

Be congenial and pleasant.

Be warm and approachable.

Show concern for their feelings.

Offer your point of view, but in an easygoing manner.

Indicate your willingness to work collaboratively with them.

Offer options, not demands.

Be willing to compromise.

“Charlene, good morning! How was the new healthcare law training last

week? Did you enjoy it and find it valuable? What was the best part? I stopped

by today to see if you would consider partnering with me for an upcoming

mock trial for the interns. The topic is certainly your strength and it would be

great if we could co-facilitate it. I understand how incredibly busy you are so I

thought that maybe you could pick the date and I’d get all the materials

organized. How do you feel about this? ”

When communicating with the MONKEY

Be optimistic and enthusiastic.

Talk in terms of collaboration, team work.

Praise and recognize their efforts.

Make it a point to make a personal connection.

Value their energy.

Appreciate their talent for getting others involved.

Assure them that you value the relationship.

Hey Jim! How’s it going?! Play any golf lately? You and I need to

hit the greens again soon. How about Sunday? Anyway, I wanted

to stop by to ask you a couple of things. Got 10 minutes? I’ve

decided to volunteer as our firm’s leader for the United Way

Campaign. I remember how amazing you were last year when

you got a group together and raised a bunch of money for the

American Heart Association. We can hang out together while we

help run a couple of great events to raise money for Tulsa’s

United Way. Channel 6 is going to be there interviewing us. I’d

really appreciate your help and all the nonprofits that get United Way monies will too. It would

mean a lot. So, what do ya think? And what about that golf game this Sunday”





presents:



When communicating with the LION

Get straight to the point.

Talk in terms of action and results.

Focus on the big picture and avoid over analysis.

Expect directness, candor. Don’t take it personally.

Be prepared to answer questions with confidence.

Appeal to their desire to set goals, compete, win, be

victorious

Match their quick pace.

“Judy, is this a convenient time? I have a quick question for

you. I need a volunteer to review the applications for the open

paralegal position with me. Will last about 90 minutes. I am

determined to only bring the finest candidates into the firm from

now on. I have full confidence you’re the ideal choice to assist in

this tough job. Yes or no?”

When communicating with the OWL

Talk about the objective, fact-based aspects.

Speak with a calm and methodical tone.

Do not pressure for an immediate decision.

Expect skepticism.

Show appreciation for their knowledge, logic.

Do not be forceful or emotional in your approach.

Expect assumptions to be challenged.

“Barbara, Thank you for your promptness to this meeting to discuss the sequencing and final

presentation schedule for the Marcus case. In review, we are, one, on schedule for the

January 28th preliminary. Please accept my sincerest appreciation for all your diligence and

attention to detail in keeping this project on schedule. Your efforts kept us on budget, and on

time. Two, the fact remains that you and I must now prepare the post-project report to our

Senior Partners. I would like to see it their desks no later than February 1 because you and I

both know they expect deadlines to be hit. Based on your

current workload, when do you believe we could meet again

to focus primarily on the report? How about you check your

schedule and get back to me within a day or 2? Would that

work for you? Thank you again Barbara, Great job..”





presents:



Overview of Communication Styles: (Remove this page and keep handy on your desk)

LION

Priorities: Getting results; hitting goals; challenges

Attributes: Task-oriented; pushes for results; decisive;

confident; conveys urgency; speaks up about concerns;

fast-paced; independent; seeks power.

Relate to them by: Get to the point; minimize small talk;

focus on end results; avoid over analysis; don’t take their

bluntness personally; expect candor

Misunderstood as: Blunt; rude; unfriendly; intimidating;

egotistical; loners; aloof; pushy

People I know who are Lions:

MONKEY

Priorities: Group inclusiveness; team collaboration; positive

relationships

Attributes: People-oriented; generates enthusiasm in others;

highly social; talkative; spontaneous; risk-taker; emotional

Relate to them by: Listening; show value in the relationship;

praise their efforts; talk in terms of collaboration; teamwork

Misunderstood as: Disorganized; too emotional; in need of

lots of recognition; too willing to take unnecessary risks;

manipulative; superficial; overeager

People I know who are Monkeys:

OWL

Priorities: Accuracy; maintaining high standards; order;

objectivity

Attributes: Task-oriented; reliable; logical; questions ideas;

skeptical; conventional; serious; slow; cautious; detailed;

autonomous; on-time

Relate to them by: Bring facts and research to support your

position; do not pressure to make a decision; respect their

time; avoid emotionalism

Misunderstood as: Arrogant; fault-finding; too cautious;

unemotional; weak; perfectionist; withdrawn

People I know who are Owls:

HORSE

Priorities: Harmonious relationships, stability; support; sincere

appreciation

Attributes: People-oriented; calm; tactful; patient; likeable;

loyal; dependable; team players; accommodating; avoids

confrontation; risk-adverse; indecisive

Relate to them by: Avoid last minute changes; allow time to

process information; be congenial; offer options; be willing

to compromise; show respect for their feelings

Misunderstood as: Too accommodating; submissive,

indecisive, needing acceptance, unable to complete tasks

People I know who are Horses:





presents:



III. The Top 7 Barriers to Clear, Concise

Communication

here is little doubt that organizational communication has changed. Top down approaches

and controlled messaging is no longer the accepted method of sharing information.

Technology, generational differences, shortages of highly skilled and semi-skilled workers and

economic challenges have all contributed to a dramatic shift in communication best practices.

1. Organizational Vision, Mission, Values and Goals that are nonexistent or simply irrelevant, rhetoric.

This is the single most vital facet when seeking to build (or re-build) a high-functioning, trust-filled and

communicative workplace. The Vision, Mission, Values and Goals are the touchstone, the defining

voice that gives the organization its authentic meaning and direction. Generation X and Y

particularly need for this sense of higher purpose and integrity.

2. Maintaining a hierarchical, closed and/or silo-

approach to sharing information. This type of

communication, or lack thereof, breeds resentment, fear

and distrust in employees. Highly productive, profitable

organizations understand that transparent, honest and

inclusive communications, company-wide builds trust.

3. Failing to capitalize upon all methods and mediums of

communication. Highly communicative workplaces utilize

both old-school forms of communication (Company-wide,

in person meetings; printed intra-company newsletter,

bulletin boards, voicemail, email, written letters) and

modern and emerging types of communication (video

messaging, electronic messaging, Facebook, Twitter,

large-scale monitors, etc).

4. Lack of recognition combined with a lack of broadcasting, communicating individual recognition

to the organization. Verbal appreciation that is genuine, specific and delivered in a timely manner is

a major component of employee engagement and trust. Sharing the names (and pictures!) of those

being recognized to the entire organization brings dramatic increases in productivity and morale!

5. Inconsistent communication. Schedule all routine, non-emergent communications. And never miss

a deadline! Ensure steps are taken to avoid ‘mixed messages’ as well.

T





presents:



6. Failing to recognize the power of ‘what is not being said.’ Absent senior leaders, hypocritical

actions, inappropriate behavior, and tolerance of underperforming, even toxic, employees

communicate, loud and clear, that the organization is not to be trusted, no matter what they ‘say.’

7. Leaders who are not role models of the organizational Vision, Mission, Values and Goals. It comes

full circle, back to #1. Every employee who is in a leadership and/or management position must be

the unwavering role model of the organizational values and communications.

Notes:





presents:



I. Learn Your ‘Wild’ Communication Style: For each question, check the one box

that BEST represents your preferences. When completed, add the checkmarks on each vertical

column. Place the numerical score on the line below that column.

1. Manner is

basically: Patient;

Calm Enthusiastic;

Talkative

Results-

oriented:

Confident Analytical:

Quiet

2.

Decision

making: Methodical;

Cautious Emotional;

Consensus Quick;

Purposeful Fact-based;

Systematic

3.

I talk about:

Personal,

heartfelt

experiences;

Positive side of

others

Social network;

Building teams

Achievements;

Overcoming

challenges The facts;

Best approaches

4. Using time: Not rushed

Socializer

Hurrying

Precisely on time

5. Relates to others: Supportive;

Listens

Accepting;

Highly social

Direct;

Commands

Restrained;

Quiet

6. Gestures: Sparse; minimal

Open;

welcoming Thought-out;

Impatient

Closed; Little to

none

7. Clothing: Timeless basics;

Conforms Today’s trends;

Bright Formal, yet

stylish Conservative;

Monochromatic

8. Work pace: Steady

Enthusiastic

Fast

Controlled

9. Listening: Interested

Distracted

Impatient

Selective

10. Work area has: Keepsakes

Pictures

Awards

Charts

11. Oriented toward: Support;

Status Quo

Socializing;

Positive

recognition

Getting results;

Leading,

Winning

Accuracy, Facts,

Gaining

knowledge

12. Basic

personality: Laid back

Outgoing

Assertive

Stoic; No-

nonsense

13. Communication: Low-key

Animated

Direct

Reserved

14. Responsive to

others Steady

Friendly

Restless

Guarded

1.____________ 2. ____________ 3. ____________ 4. ____________





presents:



Overview of Communication Styles: (Remove this page and keep handy on your desk)

LION

Priorities: Getting results; hitting goals; challenges

Attributes: Task-oriented; pushes for results; decisive;

confident; conveys urgency; speaks up about concerns;

fast-paced; independent; seeks power.

Relate to them by: Get to the point; minimize small talk;

focus on end results; avoid over analysis; don’t take their

bluntness personally; expect candor

Misunderstood as: Blunt; rude; unfriendly; intimidating;

egotistical; loners; aloof; pushy

People I know who are Lions:

MONKEY

Priorities: Group inclusiveness; team collaboration; positive

relationships

Attributes: People-oriented; generates enthusiasm in

others; highly social; talkative; spontaneous; risk-taker;

emotional

Relate to them by: Listening; show value in the relationship;

praise their efforts; talk in terms of collaboration; teamwork

Misunderstood as: Disorganized; too emotional; in need of

lots of recognition; too willing to take unnecessary risks;

manipulative; superficial; overeager

People I know who are Monkeys:

OWL

Priorities: Accuracy; maintaining high standards; order;

objectivity

Attributes: Task-oriented; reliable; logical; questions ideas;

skeptical; conventional; serious; slow; cautious; detailed;

autonomous; on-time

Relate to them by: Bring facts and research to support your

position; do not pressure to make a decision; respect their

time; avoid emotionalism

Misunderstood as: Arrogant; fault-finding; too cautious;

unemotional; weak; perfectionist; withdrawn

People I know who are Owls:

HORSE

Priorities: Harmonious relationships, stability; support; sincere

appreciation

Attributes: People-oriented; calm; tactful; patient; likeable;

loyal; dependable; team players; accommodating; avoids

confrontation; risk-adverse; indecisive

Relate to them by: Avoid last minute changes; allow time

to process information; be congenial; offer options; be

willing to compromise; show respect for their feelings

Misunderstood as: Too accommodating; submissive,

indecisive, needing acceptance, unable to complete

tasks

People I know who are Horses:


Documents

Communication Styles & Methods: Meeting the Needs of the ......1 Communication Styles & Methods: Meeting the Needs of the Firm 1 A trek into the jungle to discover how not merely to