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Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 1
Releasing potential through
learning and development
30 Vicarage Road
London
E15 4HD
07949 826881
For details about other course titles
available:
www.mikephillipstraining.co.uk
Follow Mike Phillips Training on:
http://mikephillipstraining.blogspot.co.uk/
www.facebook.com/MikePhillipsTraining
www.linkedin.com/in/mikephillipstraining
www.twitter.com/MikePTrain
Please take a few moments before the course & complete
‘My Personal Learning Objectives’ in your Workbook
Mike Phillips
Trainer, Facilitator, Consultant and Coach
(Assoc. CIPD, Cert. in Training Practice)
Communicating to Influence
Releasing potential through
learning and development
Pause for Thought
“I've learned that people will
forget what you said,
people will forget what you
did,
but people will never forget
how you made them feel.”
Maya Angelou
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Releasing potential through
learning and development
By the end of today’s course, you will be able to:
Identify ‘what makes people tick’
Recognise how to overcome barriers to listening
Identify ways to give a clear and effective message
Assess your preferred communication style and how to
adapt this to the the preferred communication style of
others
Identify ways to appear confident when communicating
Explore causes of conflict and how to ensure a win-win
solution
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Learning Outcomes
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 2
Releasing potential through
learning and development
“Minds are like parachutes –
they only function
when open.”
Thomas Dewar
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Before We Begin…
Releasing potential through
learning and development
Introducing Influence
▪ Who do you wish to influence?
▪ Why/what for?
▪ Who influences you?
▪ Think of W.A.G
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
WWords
AActions
GGestures
Releasing potential through
learning and development
Influencing Behaviours
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
I demonstrate that I listen by giving full attention, reflecting data, reflecting
feelings and summarising key points
I disclose personal and work information relevant to the current
situation
I express my views and opinions backed up by reasons, forcefully
enough to be taken seriously
I focus and build on common ground
I openly express my feelings about the current situation
I spell out the benefits of doing what I want and/or the negative
consequences for you not meeting my expectations
I state what I want or what action I want taken
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 3
Releasing potential through
learning and development
The 7 Qualities of Influencers
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Influencer
QualitiesCredibility
Empathy
Inspirational
Knowing what you
want and believing
that you can get itOpen-
mindedness
Strong
Communication
Skills
Trustworthiness
Releasing potential through
learning and development
New information that contradicts a deeply-held view
Change of
Opinion
Self-
justification
Seek alternative
Evidence to support
our current view
Discredit the
information source
Distort the evidence
to make it fit your
present viewAdapted from:
Elliot Aronson
Changing Minds – Not Easy
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Search for
meaning
▪ Where do I fit?
▪ Why was it
needed?
▪ It doesn't work
yet.
Integration
▪ New
behaviours
become
‘norm’
▪ Results are
being seen
Performance/Morale
Denial
Not me!
Shock
Reaction?
Testing
▪ Trying out new
ideas/approaches
▪ Tending to
stereotype (old
thought).
▪ Frustration.
LookingBackward
TransitionStage
Looking
Forward
Letting go
▪ Acceptance
but unknown
future
confusion.
Frustration
▪ Change is
going to
happen.
▪ How to deal
with fear.
▪ Not fair! Why
me?
The Change/Transition Curve
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 4
Releasing potential through
learning and development
▪ Ask for something small first
▪ Fatigue or emotion affect
decisions
▪ If you want a favour, do a
favour
▪ Inspire – provide vision
▪ Reason - ‘because’ I said…’
▪ Scare tactics don’t work
▪ Silent Allies
▪ We’re motivated by fear of
loss
▪ We’re persuaded by people
we like
Tops Tips about Influencing
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
An Effective Influencer
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
I Indicates the benefits of their ideas
N Neutralises resistance, in advance
F Finds alternative ways to influence others
L Listens carefully to what others say
U Uncovers wants and needs
E Empathises continuously
N Notices others’ responses
C Creates and maintains rapport
E Eliminates weak statements from their language
R Rehearses, rehearses, rehearses
Releasing potential through
learning and development
Pause for Thought
“Change is hard because
people overestimate the value
of what they have – and
underestimate the value of
what they may gain by giving
that up.”
Anon
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 5
Releasing potential through
learning and development
YouValues
Attitudes & Beliefs
Feelings
Behaviour
Understanding Behaviour
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Convinced?
Releasing potential through
learning and development
▪ The boss didn’t say hello
today must be in a bad
mood
▪ Someone’s desk is
messy they are very
busy and industrious
▪ Someone’s desk is
messy they can’t cope
with their work
▪ Someone has previously
rejected our ideas they
always will
Assumptions We Make…
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
▪ Someone has often
supported our ideas
they always will
▪ Someone is quiet they
lack confidence
▪ Someone is loud they
are over confident
▪ Someone means the
same thing as us when
they use the same
words– poverty, support,
community
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 6
Releasing potential through
learning and development
What do you see?
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Power
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
▪ What words come to
mind when you think
of power?
Abuse, corruption,
authority,
manipulation,
money,
domination?
Releasing potential through
learning and development
John French and Bertram Raven’s:
8 Power Bases
Source: Management Models Pocketbook, Mike Clayton
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 7
Releasing potential through
learning and development
Helpful Attitude of
Mind
Impact Comes in Cans
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Need
for
Power
Need
for
Affiliation
Need
for Achievement
McClelland’s Motivation Theory
Source: David McClelland
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Hertzberg’s Theory
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 8
Releasing potential through
learning and development
Building Rapport
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Pause for Thought
“I love strawberries. But
whenever I go fishing I bait my
hook with worms. This is because
fish like worms – not
strawberries”
Dale Carnegie
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Welcome Back
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 9
Releasing potential through
learning and development
Look for results
Motivated by
challenge
WHAT
Look for
fun/experience
Motivated by
experience
WHO
Look for
trust/security
Motivated by appreciation
HOW
Look for data
Motivated by procedures
WHY
Look for results
Motivated by challenge
WHAT
OPTMISTIC
EXTRAVERTED
PESSIMISTIC
INTROVERTED
DIRECT
TASK ORIENTED - THINKING
INDIRECT
PEOPLE ORIENTED - FEELINGS
Look for
fun/experience
Motivated by experience
WHO
Preferred Communication Styles
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
FACTS & FIGURES CHALLENGE & RESULTS
▪ Decides after evaluation
▪ Logical
▪ May be self-critical
▪ More concerned with ideas and
principles than people
▪ Wants appreciation for job done – but
does not want to be condescended to
▪ Can be hasty
▪ Decides quickly
▪ Direct
▪ Loves change and challenge
▪ Results oriented
▪ Risk taker
▪ Seeks solutions
PEOPLE & FEELINGS NEW IDEAS & CREATIVITY
▪ Avoids confrontation and conflict
▪ Can be slow to change
▪ Intuitive
▪ Likes to know motivations
▪ Nice
▪ Wants harmony
▪ Fun
▪ Enthusiastic
▪ Optimistic
▪ Unstructured
▪ Can be mischievous
▪ Forms opinions from feelings
▪ People oriented
Communication Style Preferences
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
55 %38 %
7 %
Elements of Communication
Albert Mehrabian
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 10
Releasing potential through
learning and development
▪ Ask a question
▪ Brevity: Short
sentences
K.I.S.S.
▪ Consistency matters
▪ Credibility
▪ Offer something new
▪ Provide context
▪ Simplicity: use small
words
▪ Sound and texture
matter
▪ Speak inspirationally
▪ Visualise
Make Words Work for You
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
▪ Decide:
What is my
purpose?
What is my basic
message?
Who is the
audience?
What do they
expect to hear?
▪ Acknowledge you
have heard what they
have said
▪ Know your basic
message and stick to
it
▪ Repeat the message
without getting side-
tracked
Getting Your Message Across
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
PhysiologyState/
Behaviour
Distortions
Deletions
Generalisations
Memories
Beliefs
Decisions
Values
Meta-programmes
Internal
Representation
How We Experience the World
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 11
Releasing potential through
learning and development
1 • Start with a Message
2• Transmitter encodes
the message
3• Encoded Message is
Transmitted
4• Encoded message is
Received
5• Receiver decodes
the message
The Communication Process
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
VV • Visual
AA• Auditory
KK• Kinaesthetic
OO• Olfactory
GG• Gustatory
Representational Systems
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Pause for Thought
“Grant me the serenity to accept
the things I cannot change;
Courage to change the things I
can;
and Wisdom to know the
difference.”
St Francis of Assisi
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 12
Releasing potential through
learning and development
Communication:
Comes from Latin
communis’ =
‘shared’, ‘common’
We haven’t
communicated until we
have shared information
Creating shared
meaning
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Communication: What is it?
Releasing potential through
learning and development
Public Space
12 to 25 feet
(3.7 to 7.6 m)
Social Space
4 to 7 feet
(1.2 to 2.1 m)
Personal Space
1.5 to 2.5 feet
(46 to 76 cm)
Intimate Space
less than 6 inches
(15 cm)
Adapted From:
Edward T. Hall's personal reaction
bubbles (1966)
Up Close and Personal
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Communicate with PEOPLE
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
PP• Posture
EE• Eye contact
00• Orientation
PP• Proximity
LL• Looks
EE• Expressions of emotion
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 13
Releasing potential through
learning and development
The ART of Listening
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
EE Ears
EE Ego
EE Emotion
EE Environment
EE Evaluation
EE Expectation
EE Experience
EE Eyes
8 E’s of Listening
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Talks
Listens Prepares Response
Makes point
Interrupts
Person A
Person B
The Listening Process
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 14
Releasing potential through
learning and development
Feedback Skills
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Team Challenge
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
George’s Alarm Clock
Releasing potential through
learning and development
What is CONfidence?
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 15
Releasing potential through
learning and development
FEAR Not…
F False
E Evidence
A Appearing
R Real
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Don’t let fear influence you and
convince you not to be influential
to others!
Releasing potential through
learning and development
High Importance
Low Importance GOALS High Importance
RE
LA
TIO
NS
HIP
S
Teddy – Accommodate/Giving In Owl – Collaboration/Consensus/
Co-operation
Turtle – Avoidance/Ignore Shark – Confrontation/Win-lose
Fox – Compromise/
Split the Difference
Conflict Resolution Styles
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Releasing potential through
learning and development
By the end of today’s course, you will be able to:
Identify ‘what makes people tick’
Recognise how to overcome barriers to listening
Identify ways to give a clear and effective message
Assess your preferred communication styles and ‘best
approach’ to appeal to others’ styles
Identify ways to appear confident when communicating
Explore causes of conflict and how to ensure a win-win
solution
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Learning Outcomes
Last Updated: Sunday, 18 March 2018
© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881
NOT to be Photocopied without Permission 16
Releasing potential through
learning and development
Pause for Thought
“To effectively communicate, we must
realise that we are all different in the
way we perceive the world and use
this understanding as a guide to our
communication with others.”
Anthony Robbins
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach
Releasing potential through
learning and development
Please remember to hand in your completed Evaluation Form.
If you’d like to receive the slides from today, please clearly write
your email address on the form provided.
Mike Phillips
Trainer, Facilitator, Consultant and Coach
(Assoc. CIPD, Cert. in Training Practice)
30 Vicarage Road
London
E15 4HD
07949 826881
For details about other course titles
available:
www.mikephillipstraining.co.uk
Follow Mike Phillips Training on:
http://mikephillipstraining.blogspot.co.uk/
www.facebook.com/MikePhillipsTraining
www.linkedin.com/in/mikephillipstraining
www.twitter.com/MikePTrain
Thanks for your participation!
© 2018 Mike Phillips Trainer, Facilitator, Consultant and Coach