Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone

Presented by Rick ImportESI, Charlottesville, VA


Presented by Rick Import, sponsored by Medical Automation Systems

Agenda

11:15am-12:15pm…..…

12:15-1:00pm…………

1:00-2:30pm…………..

Understand First

Lunch

Be Understood



POCC Profile: Rick’s Perception

• Attention to detail• Efficient• Organized• Time efficient

• High standards• High expectations• Wears lots of hats• Superhuman



Today’s Goals

• Professional Side– Reduced conflict and stress – Increase accuracy– Consistent operator

compliance– Results without demanding– Faster solutions to

challenges– Develop people who want

to help

• Personal Side– Reduced conflict and stress– More willing compromise– More understanding– More open frank discussions





One-way vs. Two-way communication

• Quicker• Easier on the deliverer• Harder on the recipient• Results in less precise

results

• Takes more time• Harder for the deliverer• Easier on the recipient• Results in much more

precise results



Our Impressions

• Based on our life’s experiences

• No two people with the same experiences

• We have different impressions of the same exact thing

• Impressions are based on our own perspectives



Perceptions: Seeing what we expect

Characteristics of female for commercial

• Young

• Profile view

• Wearing hat and coat



Communication land mines

• When we make judgments too soon

• When we advise without knowing the other person’s perspective

• When we try to change the other person’s perspective



Communication 101

Listen without judging



How we respond

• We Evaluate: Agree or disagree• We Probe: Ask questions …from our

own perspective• We Advise: Also from our own

perspective• We Interpret: Figure out people’s

motives and behavior - also from our perspective



Types of Listening

PretendingScene: Husband is reading paper at table, facingaway from doorway. Wife steps into doorway….

Wife: Honey, does this dress make me look fat?Husband (Keeps reading): You betcha.Announcer: In the time it takes to pull out thesleep-sofa, you can get a free auto insurancequote from Geico.



Selective Listening

…………..Husband and wife in car.

Wife: While I work on the invitations, can you

Pick up 400 pounds of sugar, 76 bulbs of garlic,

and a couple of gallons of Pepto Bismol? Oh,

and get some chips and stuff for the game tonight.

Husband: There’s a game tonight?

Types of Listening



Attentive ListeningYoung married couple in restaurant…………Wife: I got a lot done today, honey. I interviewed threepediatricians, put in for a leave in 9 months, and cleaned out the whole study. Honey, do you know what I’msaying?Husband, staring into her eyes: Yeah. You interviewedthree pediatricians, put in for a leave in 9 months, andcleaned out the entire study. You did get a lot done. Can you pass the salt?

Types of Listening



Reloading:

Instead of listening, we’re thinking

about what we’re going to say.

Types of Listening



Active Listening: Four phases1. Repeat the content

• Least effective, but tunes you in.

2. Rephrase the content• You’re thinking about what they’ve said. They know

you’re listening

3. Reflect feeling• Right brain kicks in. Shows concern

4. Rephrase the content and reflect feeling• You’re sincerity shows, barriers disappear

Types of Listening



Active Listening

• Mary’s Keys to successful communication– She showed she was engaged immediately– She didn’t judge – verbally or non-verbally.

This is absolutely essential.– She didn’t respond from her perspective.

This is all about Barbara.– She gave Barbara total freedom to speak

her heart.



Understand first, then be understood.



Lunch: Two requests

1. Identify an issue or frustration that stems from poor communication with someone you work with. – If you could resolve the issue, what would be your

ultimate goal?– How could the goal benefit the other person?

2. Discuss the issue with a colleague and spend more time listening than speaking.



Be Understood



First Impressions

Interior, a hospital delivery room:• First Doctor: Bit bare in here today, isn’t it?• Second Doctor: Yes.• First Doctor: More apparatus please, nurse.• Nurse: Yes, doctor.• First Doctor: Yes, the EEG, the BP monitor and the

AVV, please.• Second Doctor: And get the machine that goes “Ping!”• First Doctor: And get the most expensive machines in

case the administrator comes.



First Impressions

• Formed in 10 seconds

• Determines the level at which people will listen

• Formed often before you speak

• 60% of communication is non-verbal (30% sounds, 10% words)



Bodyspeak

• Introductions are full-bodied

• Credibility Busters

• Your smile

• Deep Breath

• The eye connection



Your Words

• Not what you say…

• Lead with “You”

• “Ummm, like, wow!”

• Start at the end

• Sow some seeds for tomorrow’s communication



I’m not angry

It’s not what you say…



I’m listening.




Hold on a second.




Your Words

• Not what you say• Lead with “You”• “Ummm, like, wow!”• Start at the end

– Why, not how– Benefits, not features

• Sow seeds today for better communication tomorrow



Practice: Start at the end

• Deep breath to relax

• Start at the end: Why, not how

• Stress benefits to listeners, not features

• Pause to reduce “umm’s”



Active Listening: Four phases1. Repeat the content

• Least effective, but tunes you in.

2. Rephrase the content• You’re thinking about what they’ve said. They know

you’re listening

3. Reflect feeling• Right brain kicks in. Shows concern

4. Rephrase the content and reflect feeling• You’re sincerity shows, barriers disappear

Practice: Active Listening



Understand first, then be understood.

The secret of effective communication…



Questions?

Documents

Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone