Communication & Motivation

Transcription

1 Communication & Motivation July 2016 Today s Goals Understanding the importance of communication Gaining the motivation to communicate Arming yourself with the tools needed to communicate effectively The importance of professional presence etiquette you can put into practice today! 1

2 Today s Speaker Francesca Radbill (508) fradbill@comcast.net What is communicating? 2

3 Webster s Definition of Communicating To get someone to understand your thoughts or feelings. To understand someone else s thoughts or feelings Cost of Not Communicating To Organizations Spiraling costs Late delivery Lowered performance Lowered morale Health cost To Individuals Builds resentments Backstabbing/Gossiping Passive Aggression Complaining Increased Stress 3

4 What stops us from communicating? Listening to Your Inner Critic 4

5 Source of a Communication Breakdown Fact + Interpretation = Story 3 Options 1. Be a victim (Silent Sufferer) 2. Complain to get agreement (Righteous Crusader) 3. Look for solution (Difference Maker) 5

6 Forward Action Formula Fact + Intended Outcome = Action to Take What motivates us? Why are you here? What are you committed to for yourself and for your company? 6

7 Listening from Frameworks Frameworks about yourself Frameworks about others 7

8 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 communicate with others. Tony Robbins 8

9 Ownership Framework vs. Victim Framework Ownership Framework You take responsibility for what you want No blame, shame or guilt Separates out judgements Speaks from commitment Forward movement Looking for solution Victim Framework Not in control of choices or results At effect of circumstances Speaking and acting from point of view or position No movement, situation stays the same or escalates Looking to be right and validate interpretation Ownership Framework vs. Victim Framework 9

10 Framing a Conversation State Commitment What is your intended outcome? Ask for what you want by making a request(you will never get what you want if you don t ask). Response is either: Accept: You got what you wanted and the action moved forward Counter: They are countering you with an alternative. You can either accept or counter. Stay in the conversation until complete. Decline: They will not agree to what was asked. You can either accept and move forward. Stay in inquiry from now what and solution. Action moves forward. Being Complete All that needs to be said is said Moving forward is possible There is nothing between you and the other person You experience the other person as complete also Being complete means no resentments 10

11 Communicating Responsibly If you are afraid of upsetting someone, call the elephant in the corner out. Preface your communication with your concern: It is not my intention to sound harsh so forgive me if I do and State your commitment or intention first, it creates the context for what you are communicating. Do not blame or say you made me feel. Say: When you said or did (A) this is how it occurred for me or this is how it landed for me. Blaming or saying someone made you feel a certain way puts the other person on the defense and shuts down communication. Don t assume. We tend to assume we know, and we don t. Stick to the facts. Remember we are masters at inventing stories around everything. We add interpretations to everything. Communicating Responsibly Listen to what other people have to say. Most of us go into a conversation listening from a need to be right or their own agenda. This keeps us from hearing what is really being said. When someone feels heard they are able to hear you. One practice to really hear someone is to repeat back to them what you heard. Get feedback on how you occur for others. It is easier to make shifts when you are aware of what needs to be shifted. Remember, if you want to learn, listen to what is being said. You already know how you feel and think. Come from solution Be complete If you are concerned that you can t work through a conversation with somebody, have a third party present to support you. 11

12 The Story of Mr. Dump Truck The Story of Mr. Dump Truck Overachiever Brilliant Eager King of delegation 12

13 The Story of Mr. Dump Truck SITUATION Dumping work Minimal turnaround times Behavior pattern Your framework Boiling point at off-site seminar Mr. Dump Truck Activity 13

14 The Story of Mr. Dump Truck RESULT 3 Options: Do nothing Do nothing and then complain Come from a place of solution Conversation with Mr. Dump Truck Mr. Dump Truck, I am committed to helping you be successful. I am committed to helping you achieve your goals. The way our relationship is occurring for me is that you are providing me with many requests, all with minimal turnaround times despite the actual deadline. 14

15 Conversation with Mr. Dump Truck My concern is the following: 1. Disrespectful of my time 2. Disrespectful to your fellow colleagues 3. Sacrificing quality My request going forward is for us to look at your upcoming needs and plan them accordingly so you can help me be successful while I m helping you be successful. Conversation with Mr. Dump Truck LISTEN to Mr. Dump Truck Are we COMPLETE? 15

16 Result One of the best conversations of my career. The relationship I have with Mr. Dump Truck is one my most valued relationships in the firm. I was able to transform the relationship. Mr. Dump Truck was my framework he was not intentionally behaving that way. By communicating the issue, I was able to shift my framework. Solving the problem allowed me to be more effective in my role. By heightening Mr. Dump Truck s awareness, it prevented the same from happening to others. Result It is freeing to be complete and come from a place of solution. Coming from a place of solution allows you to live Gray, Gray & Gray s Core Values: We are Dedicated to Going Beyond the Numbers We go beyond the numbers for team members by doing what is right for the team while doing what is smart for the business. We are Committed to Continuous Improvement We Cultivate a Culture of Helpfulness We help our clients and one another to be successful in our business and personal lives. We treat our clients and one another as we would like to be treated. 16

17 Result It isn t easy! Focus on your commitments Find your motivation Strive to come from a place of solution Liberate yourself by becoming complete and avoiding resentments The more you do it, the easier and more natural it becomes! Questions 17

18 PART 2 Professional Presence What is Professional Presence? Professional presence, while soft is critically important It is a combination of qualities: confidence, authenticity, positive body language, emotional intelligence, etc. Your professional value proposition and brand promise The way you walk, talk and dress Your knowledge, skills and abilities The way you meet your obligations/deadlines Client service skills and how you follow through on promises How you communicate and relate to others In summary, it s what others perceive in you and about you. 18

19 Recognize the Inherent Power of Professional Presence First Impressions Be aware of your appearance; display good communication skills both verbal and nonverbal; establish your brand/value proposition; be aligned with the brand of the organization you represent (GG&G). First Impressions What do people notice about you first? Clothing Face Hands Shoes This is what we will address today. 19

20 Clothing You can be fashionable while maintaining a high level of professional presence. Dress for the role you want to have, not your current position. As you enter the workforce you may need guidance on appropriate attire. Be a sponge and learn from those around you. As trusted advisors we strive to build relationships with clients, prospects and one another. A good rule of thumb is to make people comfortable in your presence therefore try not to offend: Avoid low cut shirts Avoid short skirts & dresses Avoid tight/ill-fitting clothing Wear undergarments Avoid active wear (yoga pants, leggings, hoodies, etc.) Men should tuck in shirts Face, Hands & Shoes As trusted advisors we need to convey that we are progressive, forward-thinking thought leaders who can help drive our clients forward: Avoid looking like a historian Neat, professional hairstyle Facial Hair clean shaven or well-manicured Make-Up No punk, gothic, etc. Strive for neutral/natural look. Trim, clean, well-manicured nails Well-polished, unscuffed shoes Low-to-mid heels No rubber flip flops or noisy sandals Be discrete with tattoos/piercings if you don t know your audience. 20

21 Other As GG&G team members, be sure to exemplify the brand, image and reputation of the firm: contemporary, professional, polished: Be prepared for tours & introductions If applicable, be prepared to fill-in at the front desk where you are the first impression of GG&G Denim is considered CASUAL Part of professional presence is looking like you should be taken seriously: Pressed clothing (iron for the week if necessary) Clothing that isn t worn, frayed or faded (regularly re-invest in your wardrobe monthly, quarterly, with the seasons, etc.) Always look clean (shower daily) Team members are advised to have business attire (tie, jacket, etc.) in their work areas so they are ready for unscheduled client/prospect meetings. Other Be ultra-aware during summer months when we are tempted to be more casual and/or wear less clothing due to the heat: Golf shirts only on Fridays No rubber flip flops No shorts Use caution with low cut tops short skirts/sundresses (Rule of thumb is 2 inches above knee) see-through clothing Sleeveless formal blouses are acceptable but no spaghetti straps If you question whether an outfit is inappropriate, it probably is! 21

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24 Summary Request feedback from people you trust and admire and will tell you the truth about how you can improve your professional presence. Seek the help of colleagues, supervisors, mentor, human resources, member of today s panel. Lead by example - serve as a role model to others. Dress for the role you want, not the role you have (yes, we are saying this again!) When in doubt you can refer to the GG&G Employee Handbook. This will be shown to new employees during onboarding are we missing anything? Questions 24

25 Thank you! Complete your evaluation form prior to leaving. Don t forget your etiquette guide! Be sure to register for upcoming courses at: or Employee Section Passcode: GrayAcademy

26 Communication & Motivation Activity We ve all worked with someone like Mr. Dump Truck. Mr. Dump Truck is very bright and extremely eager a change agent who wants to accomplish many initiatives designed to drive the firm forward. In this scenario, Mr. Dump Truck is your superior and you ve noticed a pattern in your working relationship. Mr. Dump Truck is giving you project after project with minimal turnaround times. For some of the requests, you know that he really needs the project in 10 to 14 days but still asks for it by the end of the day, today. You have not said anything to Mr. Dump Truck about the pattern. Instead, you ve simply handled his requests and met his deadlines. One day, you are at an off-site seminar and Mr. Dump Truck knows you will be out of the office for the entire day. It s mid-afternoon and you start to get a little bored so you decide to check from your phone. While scrolling through your inbox, you find a same day request from Mr. Dump Truck. According to what you ve learned today about communication and motivation, what do you do next?

27 Business Etiquette Basics Below are the key business etiquette issues that need to be considered with every external sent. These are the issues employees need to be aware of in their day-to-day online communications to ensure the best possible results while enhancing professional presence. SUBJECT: Field The SUBJECT: field is the window into your and can many times determine if your will even be opened. Keep subject lines short but clearly indicate what the topic of the is. Typos, all caps or all small case can lend to an unprofessional impression or make you look like a spammer. Bcc: Use this field when ing a group of contacts who do not personally know each other. Listing a list of addresses in the Cc or TO fields of contacts who do not know each other is a privacy issue that may leave the recipients wondering if there are other privacy issues you may not respect of understand. Cc: Use this field when there are a handful of associates involved in a discussion that requires all to be on the same page. These business people know one another or have been introduced and have no problem having their address exposed to the parties involved. If you are not sure if a business associate would mind their address being made public, just ask. Reply to All Use this button with discretion. You need to carefully think about whether all really need to be aware of your reply to conduct business. Never use this button as a CYA or to e-tattle on a colleague. Attachments Never assume clients or those outside of the firm have the software you do to open the files you are sending. PDFs are a safe option. Be cautious of size. If you need to send a file (or combination of files) that is large, business courtesy dictates you ask the recipient if it is okay to send. This way they are there to receive and download the large file while keeping their s flowing.

28 Business Etiquette Basics Do not use a previous for NEW correspondence If you want to give the perception of lazy, find a previous from the party you want to communicate with, hit reply and start typing an about something completely irrelevant to the old s subject. Always start a new and add your contacts to your address book so you can start a new with one click. Common Courtesy Hello, Hi, Good Morning/Afternoon, Thank You, Sincerely, Best Regards, etc. All of those introductions and closings are staples of professional business communications and should be used in all communications. Always include a greeting followed by the recipient s name and make sure your sign off includes your name (again, think of your as being on letterhead). Courtesy also includes that you make the effort to communicate in an educated way (full sentences, never in all caps or small case). Proper capitalization and punctuations are a must. You want to ensure that your s are aligned with your personal brand and instill confidence in others who are doing business with you. Level of Formality Try to avoid the prevailing assumption that by its very nature allows you to be informal in business communications. Only time and relationship building efforts can guide you as to when it is okay to take a more casual tone. s are not text messages they are business correspondences and you should communicate as if your is on GG&G letterhead. This means black text and standard fonts (GG&G s branded font is Century Gothic). Avoid abbreviations by typing full words and sentences (i.e. you instead of u ). Please remember that every communication is a representation of GG&G s brand. Signatures GG&G signature files are standardized so that clients who have relationships with multiple team members are seeing consistency across s. Please refrain from changing fonts, colors and content as the content is strategic (web address, driving directions, etc.)

29 Business Etiquette Good Practices Below are the key business etiquette issues that need to be considered with every external sent. These are the issues employees need to be aware of in their day-to-day online communications to ensure the best possible results while enhancing professional presence. Do not use a previous for NEW correspondence If you want to give the perception of lazy, find a previous from the party you want to communicate with, hit reply and start typing an about something completely irrelevant to the old s subject. Always start a new and add your contacts to your address book so you can start a new with one click. Common Courtesy Hello, Hi, Good Morning/Afternoon, Thank You, Sincerely, Best Regards, etc. All of those introductions and closings are staples of professional business communications and should be used in all communications. Always include a greeting followed by the recipient s name and make sure your sign off includes your name (again, think of your as being on letterhead). Courtesy also includes that you make the effort to communicate in an educated way (full sentences, never in all caps or small case). Proper capitalization and punctuations are a must. You want to ensure that your s are aligned with your personal brand and instill confidence in others who are doing business with you. Level of Formality Try to avoid the prevailing assumption that by its very nature allows you to be informal in business communications. Only time and relationship building efforts can guide you as to when it is okay to take a more casual tone. s are not text messages they are business correspondences and you should communicate as if your is on GG&G letterhead. This means black text and standard fonts (GG&G s branded font is Century Gothic). Avoid abbreviations by typing full words and sentences (i.e. you instead of u ). Please remember that every communication is a representation of GG&G s brand.