5 Practical Strategies for Improving

Communication, Dialogue and

Influencing Skills

November 19, 2015

Presenters

Mike Esterday Harriet Butler Mike Fisher CEO Exec. VP VP Bus. Dev.

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Slides and recording available upon request along with POV paper

Contact us after webinar with additional questions: 615.385.2246 or info@integritysolutions.com

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About Integrity Solutions

47 years in business

Over 3,000,000 course graduates from 130+ countries

Provide sales, service, coaching and communication solutions for many industries

Proven behavior change process

What You’ll Discover

5 Critical Communication Issues every business faces

Why Persuasion and Influencing Skills are more important than ever

Simple Solutions for breaking down silos

Survey: Communication Challenges

Tone

UnderstandingHow Impact Others

Too ManySilos

PersuasiveCommunication

CommunicatingClear, Consistent

Messages

BetweenManagers & Direct

Reports

Gaining Commitment

CompetingPriorities

Email

Following Up

RemoteWorkers

DifficultConversations

Lack of!

The Challenge • 40% of the workweek is lost to

communication inefficiencies • $37 billion: estimated cost of

employee misunderstandings

Common reason for poor results:

Ernst & Young Global Consumer Banking Survey Bain Report 2012: Customer Loyalty in Retail Banking

“Lack of understanding others’ perspectives ”

How do you think most people in your organization define communication?

Please type your short answer in the chat box on the right

5 Critical Communication Issues for Every Business Professional

#5: Persuading Others to Get Things Done

40% of time at work engaged in persuading, influencing, and convincing

Grant Thorton Executive Survey

1 of 9 people work in sales.

9 of 9 engage in non-sales selling.

1. Expand definition of communication as influencing others to get things done.

2. Equip people to recognize and adapt to different Behavior Styles.

Integrity Recommendations

Communicating with Behavior Styles®

Results

Recognition

People/ Process

Talker Doer

Security

Supporter Controller

Top three reasons employees are dissatisfied with their jobs relate to communication:

1. Lack of direction from management (38%)

2. Poor communication overall (14%)

3. Constant change not well communicated (12%)

#4: Lack of Engagement

Integrity Recommendations

1. Help people understand the purpose vs. the function of their job.

2. Teach managers how to hold effective meetings and coaching conversations.

3. Ensure change is communicated quickly and consistently to everyone.

Turnaround success due to improved engagement

Challenge: Hospitality industry in shambles; vacations canceled; occupancy drops

Solution: Clarified and communicated common purpose across functions

Outcome: Bookings up; employee engagement scores higher

A business with 100 employees averages 17 hours of downtime a week clarifying communication.

$26,041 ― cost per worker/year due to productivity losses

98% of highly successful organizations understand messages that resonate with top-performing employees.

(Only 42% of less successful organizations understand)

#3: Waning Productivity

Integrity Recomendations

1. Set up projects that require different departments to collaborate.

2. Connect individual contributions to improved business results.

3. Establish a principles-based communication model that everyone can apply.

Principles-Based Communication Model

A I D I N C

Talk

Listen

Time

Approach Interview Demonstrate Val-I-date Negotiate Commit

Turnaround success due to understanding and valuing individuals’ contributions to shared goals

Challenge: On brink of extinction

Solution: Focus on shared goals and individual contributions

Outcome: Opening an average of 2 stores a week

Companies with effective internal communication are 3.5 times more likely to outperform industry peers.

Poor communication increases misconduct by 42%.

When employees understand their role in the business, 91% work toward that success.

#2: Conflicting Priorities

Deloitte Study

Integrity Recommendations

1. Help people understand how their role supports the organization’s purpose.

2. Identify and remove barriers to effective communication.

3. Commit to common team and organizational goals.

Success story through clearly articulated strategy and common goals

Challenge: Managing the GAP between healthcare needs and financial resources

Solution:

Broke through “us vs. them” mentality between Admin and Medical professionals; established explicit operational strategy communicated to all stakeholders

Outcome: Excellent financial and clinical outcomes; named to Balanced Scorecard Hall of Fame

# 1: Disconnected Agendas

Deloitte Study

39% of employees believe their organization doesn’t collaborate enough.

97% believe lack of goal alignment impacts outcomes.

86% cite poor or ineffective communication for workplace failures.

The GAP:

Many business dialogues focus on individual or function-specific needs.

Integrity Recommendations

1. Communicate a commitment to become a customer-focused organization.

2. Develop strategies to improve internal communication.

Where Is My Focus?

Self

Function

Organization

Customer

Customer

Organization

Function

Self

• What is your (or your team’s) communication mindset?

Self Product/Service Job Function Customer

Benefits of defining value by what matters to the customer

Challenge: Increased competition and customer demands

Solution:

Experience the patient touch points through their eyes; partner to serve customer needs

Outcome: Operational excellence and improved patient experience

Communication Congruence Model

Congruence releases energyand achievement drive.

Gaps create conflict and disengagement.

View of

CommunicationCommitment

to Activities

Values

View of Abilities

Belief in

Solution

Congruence

™

Solution Summary

!1. Seek to UNDERSTAND NEEDS and CHALLENGES of

colleagues and customers.2. Create a common LANGUAGE and FRAMEWORK for

communication.3. Recognize the BEHAVIOR STYLES and communication

preferences of others.

4. Communicate a SHARED GOAL to create value for customers and colleagues.

5. Commit to a CUSTOMER-FOCUSED MINDSET across the organization.

What is your team or organization’s greatest communication need?

Collaborative approach to problem resolution Common language and framework Influence and listening skills Trust and common values

Introducing…

Want to Learn More? Continue discussions

Request POV white paper

Attend an Executive Briefing

Attend Certification – Nashville (Dec. 7-10) or Scottsdale (Jan. 25-28)

Free Behavior Styles assessment

Contact Integrity Solutions at 615.385.2246 or www.integritysolutions.com

Questions?

Thank You

615-385-2246www.integritysolutions.com