Oleg Afanasyev. Efficient communication. Training. 2013

Corporate School of Management

Module 2

EFFECTIVE COMMUNICATIONSpeaker: Oleg Afanasyev

Participant: ________________

September 22-23

Training studio Business Systems

The village of Schastlivoye - 2013

Purpose:

To improve psychological competence of managers who participate in business communications

Tasks:

• Analyses of effectiveness of business communications with people determining the result of training participant’s activity

• Shaping the understanding of key differences between business and personal communication

• Determining of basic targets of communication between people

• Determining of factors showing successful communication

• Developing of skills for coming into emotional contact with interlocutor , research of needs and interests of a communication partner, search for mutually acceptable decisions

• Help in assimilation of new technology for stressful and conflict situations’ solving

• Forming of atmosphere of effective cooperation while solving cognitive tasks in the area of communication psychology .

EFFECTIVE COMMUNICATION

2www.businessystem.com

Effective communicato

r

1. Program for

enhancement of communication

efficiency

2. Peculiarities of

business communication

3. Key skills for

effective cooperation

4. Technology of negotiations 5.

Nature and prevention of

conflicts

6. Technology of

conflicts resolution

7. Program of

personal communicative effectiveness’ development

Key focuses


Day 1.

10.00 Introduction into training: coming together, expectations of participants, objective and tasks of training, rules of the group.

11.30 Coffee break.

11.45 Topic 1. Program for enhancement of communication efficiencyAnalyses of business communications’ effectiveness.“Virtual” team. “Closed” and “open” channels of cooperationPersonal program targeted to improve relationship between colleagues and partners determining the result of activity.

13.00 Dinner.

14.00 Topic 2. Peculiarities of business communicationDifference between business and personal communication. Objectives of negotiations. Criteria and stages of successful business communication .

15.30 Coffee break.

15.45 Topic 3. Key skills for effective cooperationCalibration of emotional states of interlocutor. Techniques of coming into emotional contact with an interlocutor .

17.15 Coffee break.

17.30 Model Т.О.Т.Е. – art of getting of nonverbal “feed back” and change of emotional state of a partner .Technique of adding of an emotional resource.Model of successful communication in NLP: Objective – Sensibility – Flexibility .Objective : Modeling as a technology of detailing and specification of senses put into words of interlocutor.

18.3019.00

Results of the day.Completion of work.

PROGRAM


ExpectationsName, position Typical problems in business communication

1.

2.

3.

4.

5.

Typical tasks for enhancement of relationship effectiveness My expectations for this training

1.

2.

3.

4.

5.


Only one speaks

Ladder

Autumn

Shoulder straps

I - statement

Piece of Pie

Cup of Tea

Rules of the group


COFFEE BREAK


Topic 1.Program for enhancement of communication efficiency

“Virtual” team


“Virtual” team

9

I

TOTAL_____

OPEN _____

CLOSED_____

EFFECTIVENESS_____

POTENTIAL_____

www.businessystem.com

10

WHO ARE THE PEOPLE TO URGENTLY ESTABLISH RELATIONSHIP WITH?


With whom? When? How? Result? OK

Program of communication channels’ opening


DINNER


Topic 2.PECULIARITIES OF BUSINESS COMMUNICATION

Awareness and Goal orientation


Difference between business and personal communication

Business communication Personal communication


Difference between business and personal communication

Business communication Personal communication

15


Business communication (distinguishing features)

Successful Unsuccessful

16


Business communication (distinguishing features)

Successful Unsuccessful

17


18

Communication is an exchange…


EMOTIONAL RESULT

MOTIVATION TO ACT

INFORMATION EXCHANGE

EMOTIONS EXCHANGE

MAINTENANCE OF

RELATIONS

19

Objectives of personal communication


LOGICAL RESULT

PERSONAL CONTACT

COLLECTION OF

INFORMATION

SEARCH OF DECISIONS

AGREEMENT

20

Objectives of business communication


PERSONAL CONTACT

COLLECTION OF INFORMATION

SEARCH OF DECISION

AGREEMENT

21

Stages of business communication

Are logical …


PERSONAL CONTACT


SEARCH OF DECISION

AGREEMENT

22


This is like flirting…


PERSONAL CONTACT


SEARCH OF DECISION

AGREEMENT

23


Also we cannot always hit the goal…

WHY?


COFFEE BREAK


25

COMPLEXES AND

STEREOTYPES


26

Complexes and stereotypes do no let us rise


27

Stereotypes of perception

Authoritative opinions taken on

trust(logic)


28

Complexes

Psychological traumas of the past (emotions)

FEAR

DOUBT

REGRET

GUILT

HURT


29

Roberto Assagioli (1927)


30

Psychosyntesis


Collective unconscious

Personal “I”

Lower unconscious

Transpersonal “I”

Super conscious

Middle unconscious

Field of conscious

Collective unconscious

31

Harmonization of personality


Assagioli suggested the following approach for achievement of balanced inner integration, understanding of true “I” and forming of correct relations with other people:

1. Deep understanding of own personality.

2. Control of component parts of own personality.

3. Understanding of own “Higher self” (see the model) – disclosure or creation of consolidation center.

4. Psychosynthesis: forming or reconstruction of personality around a new center.

Higher “Self”

www.businessystem.com 32

Those speak ill of us who are worse than us

Those who are better than us don’t care about us

COFFEE BREAK


Topic 3.KEY SKILLS FOR EFFECTIVE COOPERATION

In search of perfection



Emotional Thermometer

Joy

Peace

Comfort

Discomfort

Aggression


“Calibration” is reading of inner states by external manifestations

Joy

Peace

Comfort

Discomfort

Aggression


Rapport is a state of total trust

Body

MannerAction

Words

MIRRORGeneral topicSlangVAKAdding of a resource

PoseGesturesBreathingDistance

ProjectGeneral taskBusiness tripCollective recreationCollective business

IntonationVolume of soundPace of speech

Complexity of sentences

COFFEE BREAK



Model Т.О.Т.Е Model Т.О.Т.Е. is an art of nonverbal “feed back” and change of emotional states of a

partner

ENTER TEST ACTIONS TEST EXIT

ADDING OF A RESOURCE

Objective

FlexibilitySensibility


Model of a successful communication

41

Subconscious mechanisms


Internalrepresentation

State

Physiology

DeleteDistortGeneralize

External event

Time/space/energyLanguageMemoriesDecisionsMeta programsValues and beliefsAttitudes

Behavior

Meta modeling as a technology of detailing and specification of senses put into words of interlocutor.


Meta models

Speech Incomplete sentenceSurface structure

Complete sentence Deep structure

Recording of experience VAK


Meta modelsForms of meta model damage

Examples of speech distortion

Examples of appropriate specifying and correcting questions

1. Nominalization (describing of a process by a noun)

My depression torments me. My anxiety makes me crazy

What depresses you? (Transfer of a noun into a verb). What makes you anxious?

2. Nonspecific verb I experience, I feel How do you feel this?

3. Absent referent index This…some feeling What exactly? What feeling?

4. Simple sensation Absence of significant specification

What? Who? When? Where?

5. Universal quantifier (super-generalization)

Always…never Really never?

6. Modal operator (supposing absence of choice)

I must do this. I cannot… What can happen if you do not do it? What stops you?

7. Damage of casual-and-effect link

He makes me unhappy How does he do it to you?

8. “Reading of thoughts” (differs from intuitive statement “this could be” by the fact that “it is really so”)

They must think that I am… What are the evidences that they think exactly this way?

9. Lost pre-formation (value judgment without specifying of evaluation standard)

I did not do it well enough Comparing to what (to what standard)?

Day 2.

10.00 Topic 4. Technology of negotiationsModel “Target oriented cooperation”.Rapport.Research of needs and interests of an interlocutor.

11.30 Coffee break.

11.45 Technique of “open” listening and getting of nonverbal “feed back” from an interlocutor. Cooperative search of mutually acceptable decisions. Control of emotional state of an interlocutor at the end of communication.

13.00 Dinner.

14.00 Topic 5. Nature and prevention of conflicts.Kinds of typical conflict situations arising at the place of work and ways of their settlement. Stages of conflict development. “Open” and “closed” conflicts.

15.30 Coffee break.

15.45 Topic 6. Technology of conflicts resolution. Factors of possibility of a conflict situation and practice of open confrontation’s prevention.Technique of constructive solution of open conflict “Problem sac”.

17.15 Coffee break.

17.30 Topic 7. Program of personal communicative effectiveness’ developmentZones for improvement. Plan of personal skills’ development in successful business communication.

18.3019.00

Results of the day.Completion of work.

PROGRAM


Topic 4.TECHNOLOGY OF NEGOTIATIONS

Application of communicative techniques



Target centered cooperation

TARGET

I HE

ENVIRONMENT

CONTEXT

PERSONAL CONTACT COLLECTION OF INFORMATION

SEARCH OF DECISIONAGREEMENT

47



48

Model of nagotiations


TARGET

I HE

ENVIRONMENT

CONTEXTPERSONAL CONTACTCOLLECTION OF INFORMATION

SEARCH OF DECISIONAGREEMENT


Collection of informationSpeak Listen

Open questions

Closed questions

Alternative questionsSpecifying questions

20% 80%

50% 50%

80% 20%

COFFEE BREAK



Open listening

MY FEELINGS

MY THOUGHTS HIS THOUGHTS

HIS FEELINGS

OPEN LISTENING

CLOSED LISTENING


Feed back

- S +

- R +

DINNER


Topic 5.NATURE AND PREVENTION OF CONFLICTS

Stress coping



Kinds of typical conflicts

Constructive Destructive

Open

Closed

MISUNDERSTANDING SUSPECT SCANDAL


Stages of conflict development

COFFEE BREAK


Topic 6.TECHNOLOGY OF CONFLICTS RESOLUTION

Stress coping


Factors of conflict situation Methods of prevention


Prevention of open conflict

IMPLIED PROBLEM/New task

ENTRANCEresearch

EXITDecision


Problem sac

COFFEE BREAK


Topic 7.PLANNING OF TRAINING RESULTS’ IMPLEMENTATION

Revision


Plan of implementation

No. Steps Terms Responsible persons Results Ok


To what extent my expectations of the training were met?

My principal conclusion after the training?

What can I wish the training team?

Results of the training


65

www.profilesinternational.comwww.profilesinternational.com.uawww.businessystem.comwww.gmcua.comwww.gmc.in.uawww.ukrinnovation.com

[email protected]@profilesinternational.com.ua(+38067) 401 31 71skype: oleg.afanasyev2

OLEG AFANASYEVDirector of Business Systems,Managing Partner of Profiles International Ukraine (USA)Partner of Global Management Ukraine (Portugal)


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