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The Essentials of Communicating with

Diplomacy and ProfessionalismElliott Institute

Tuesday, April 11, 2023

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Vision StatementIncrease Your Credibility to Become a Great Leader!

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Goal and ObjectiveYou will be able to pinpoint and eliminate your personal communication snags.Being able to communicate under pressure provides the following benefits:

CredibilityProfessionalismReliabilityRelationships Confidence

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Today’s SituationWhat are some Snags and Solutions?

Controlling emotionsPrejudiceFearBody language

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Instant Solutions to the Most Common

Communication Problems:Remain ObjectiveLISTENASK QuestionsConcentrate on common groundCreate common ground

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Other Available Communication Solutions:Know your level of CredibilityMake sure your instructions are clear and understoodHandle disagreements in five stepsBreak the habit of excusesRespond to questions “on the spot” with five proven stepsSay “No” with U.S.A. Method

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Listening will bring you great POWER!

List all factors that prevent effective listening…then Tune In

Turn away from distractionsAsk, “What is it we are going to talk about?”

Ask Questions: Ask for an overview statementNotice, but don’t take delivery style (body language; eye contact; proximity) too seriouslyRepeat the message back—in your own wordsTake a moment to consider before responding

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Getting a rambler to cut to the chase:

1. Agreement up front“Yes, I have __minutes before I have to ___.Use honestly to manage time.

2. Advance warningsSay, “We need to get to the topic early.”

3. Topic focusSay, “I’m having trouble focusing on your message…can we zero in?”Write questions down for the Rambler.

4. InterruptionsBring them backAsk modifying questionsSay: “Is this critical to the solution?”

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Managing conflict Vs. Solving conflict

“Being Unconditionally Constructive Is the Key to

Your Success”

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Where Do Most Problems Come From?

1. Information (facts and data):2. Methodology (how to solve):3. Priorities: (What gets done first? For whom?)4. Goals: (Lower expenses OR increase advertising)5. Values:

EthicsWorkPersonalPoliticalGenderRacialReligious

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All We Want is a Little Respect

Emphasize Listen Be a model of diplomacy

Your Benefits are:Decreased conflictIncreased ProductivityStronger relationships

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Four Types of QuestionsClosed Ended Questions

FACTS onlyYes/no/a figure

Closed information QuestionsFACTS only

Time something arrives/takes Open Information Questions

Rapport buildingWays I/they can help

Open Ended QuestionRapport building

Ideas/opinions/other ways to approach this?

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The #1 Motivator Listed by Most Employees?

Appreciation: “ I am proud of you.” ---James K. VanFleetPraise desired actions – Focus on the positive

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Encourage Respect

Preventative Techniques

Build Relationships (Vs. defensiveness)Be a role model (Ask for help Vs. saying: “I need this or that now.”)Insist on RespectDon’t let wounds go untreated

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Giving Constructive Feedback

When you (do something)…I feel…(response: {my reaction is})…Because I…(give short response)…Pause…(for feedback)…I would like…(to do differently)…Because…(Benefit to listener)…What do you think?…(listen)

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Take Note!Watch your thoughts; they become your wordsWatch your words; they become your actionsWatch your actions; they become your habitsWatch your habits; they become your characterWatch your character; it becomes your destiny!

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Behavioral StyleSeven Body Language Signs to Watch For

ResistanceInterestIndifferenceImpatienceFearPuzzlementSurprise

Four Styles of Workers:Relater

OpenIndirect

SocializerOpen Direct

Thinker Guarded Indirect

DirectorGuardedDirect