Communication_skills

Frontline Leadership Series: Session 2Communication Skills

Conducted By: Joseph C. Feest, Learning and Development Manager

The Frontline Leadership Series

Frontline Leadership 2:Communication

Skills

Frontline Leadership 3:Effective Training

Techniques

Frontline Leadership 1:Motivation andTrust Building

This series is for those individuals who provide leadership or formal guidance to a work group without the power to hire, to fire, or to conduct performance reviews. (They may be called group leaders, team leaders, coordinators, leaders of work groups, “go to” people, etc.) These employees often do the work while providing leadership to their work group. The series benefits leaders from office, manufacturing, and service organizations, and is for both new and experienced leaders.

This series introduces the important principles of motivation, interpersonal communication, employee training, influencing others to achieve results, meeting organizational objectives, and resolving conflict. It is suggested, but not required, that participants attend the series in the following sequence:

Leaders who complete this series will be able to build trust, motivate people, communicate effectively, train new and experienced workers, achieve greater results, resolve conflict, and learn to deal with different types of difficult employees. They will gain confidence and be able to assume a more productive role in their unique organizational position.

Leadership through understanding and resolving conflict, situations, and learning to deal with different types of “difficult” employees.

Leadership through productive training techniques and building productive employee work habits.

Leadership through effective feedback and good listening habits.

Leadership through a base of trust and understanding what people want from leaders.

Frontline Leadership 4:Resolving Conflict and

Handling DifficultPeople Problems

5Material/Joseph Feest/Dorner MFG Corporation/Communication_skills—5

Learning Objectives

After completing this program, participants will be able to:

� Describe a communication model and discuss typical causes of ineffective communication.

� Give clear directions.

� Build positive listening skills.

� Analyze communication styles and identify the strengths and weaknesses of your own style.

� Use non-defensive communication techniques.

� Effectively conduct informal meetings.

6 Material/Joseph Feest/Dorner MFG Corporation/Communication_skills—6

Responsibility

“I know that you believe you understand what youthink I said, but I am not sure you realize that what

you heard is not what I meant!”

So, who is responsible for the accuracyof the received message?


Aspects of Communication

Communication has three aspects: verbal, nonverbal, and para-verbal. Combined, they equal the sender’s total message.

Verbal The words you choose or the content of what you say.

Nonverbal Body language: eye contact, facial expressions, posture, gestures and body movements, and proximity

Para-verbal Tone of voice, volume, pitch, rate of speaking, and voice quality. These are the aspects of speech that convey feelings and moods.

Material/Joseph Feest/Dorner MFG Corporation/Communication_skills—8

Communication Styles Questionnaire

A. When I am working with another person on a project, I want that person to:

_______ 1. Express his/her ideas directly and discuss all the possibilities.

_______ 2. Be pleasant and sensitive to the importance of establishing a good working relationship with me.

_______ 3. Be systematic in his/her thinking and outline the logical steps of the task.

_______ 4. Have a results-oriented approach that emphasizes a practical approach.

B. In dealing with another person in a face-to-face situation, he/she could see me as:

________ 5. Somewhat reserved and serious.

________ 6. Assertive, quick, and bright.

________ 7. Individualistic, intellectual, and smart.

________ 8. Energetic, attentive, and responsive.

C. On those occasions when I am meeting someone for the first time, I prefer to:

________ 9. Be cordial and spend time getting to know the person.

________ 10. Put aside status and job titles and just let things happen.

________ 11. Get down to business and tell him/her some of my expectations.

________ 12. Have goals of what is to be discussed and avoid a lot of small talk.

D. When I decide to take a course of action, I expect that:

________ 13. It will have the desired impact and produce fast results.

________ 14. It is logical and in tune with the facts.

________ 15. Those involved understand it and agree with it as much as possible.

________ 16. It is creative and innovative.


Communication Styles Questionnaire (continued)

E. In a group situation, others are likely to see me as:

________ 17. Decisive, efficient, goal-oriented.

________ 18. Creative, stimulating, quick.

________ 19. Involved, agreeable, supportive.

________ 20. Orderly, accurate, detailed.

F. The one characteristic that turns me off the most about a person to whom I would directly report is:

________ 21. The tendency to be pushy, autocratic, and demanding.

________ 22. A cold and impersonal approach.

________ 23. The tendency to be overly cautious and indecisive.

________ 24. A sloppy, unstructured, passive approach.

G. I like to impress others as:

________ 25. Easygoing, spontaneous, and informal.

________ 26. Creative, expressive, and intellectual.

________ 27. Competitive, decisive, and pragmatic.

________ 28. Systematic, controlled, and deliberate.

H. In terms of the use of my time, I see myself as:

________ 29. Dealing in the immediate.

________ 30. Concerned about the future implication of today’s actions.

________ 31. Depending upon past personal experience.

________ 32. Checking precedents, current facts, and near term effects in this order.


Communication Styles Questionnaire (continued)

Self Descriptions: Distribute 5 points.

I. ______ 33. I am physically active, a “can-do” person.

or ______ 34. I am mentally active, an idea person.

J. ______ 35. I am systematic and orderly.

or ______ 36. I am sociable and friendly.

K. ______ 37. I am methodical and detailed.

or ______ 38. I am task-oriented and decisive.

L. ______ 39. I am informal and friendly.

or ______ 40. I am broad-minded and imaginative.

M. ______ 41. I am hard-driving and aggressive.

or ______ 42. I am gentle, considerate, and caring.

N. ______ 43. I am cautious and particular.

or ______ 44. I am independent and philosophical.

O. The best way to make a presentation is to:

______ 45. Present the facts objectively in an orderly, systematic fashion.

or ______ 46. Be personable and relate directly to the other people involved.

P. When I want to get a point across to someone, I:

______ 47. Get to the point quickly and explain what I want.

______ 48. Try to be enthusiastic and innovative.


Communication Preference Model

1. Individuals differ in their communication styles. These differences, however, are not static and do not remain the same in every situation, but tend to be stable.

2. Everyone makes judgments about people based on their communication style. We perceive verbal and nonverbal communication, which we categorize so we can understand and communicate with others.

3. This is a model and should not be taken as absolute. It is a guide for you in understanding some communication styles which you encounter in people every day.

Appears quite busyGives impression of not listeningVoices strong opinionsSerious attitudeFrankDeterminedBold

Low

Dom

inan

ceH

igh Dom

inance

Amiable Expressive

Low Social Analytical Driver

High Social

Controls emotional expressions

Highly structured environmentPreoccupiedQuestioning

AloofDisciplined

WarmReserved

PassiveRelaxed

SoftheartedListens attentively

Deliberate mannerAvoids use of power

PatientSensitive

SociableSpontaneousStimulatingDynamicUnstructuredPersonableExcitableInformalAppears quite activeExpresses emotional opinions


If Your Primary Style Is…

If t

he O

ther

Per

son’

s P

rim

ary

Styl

e Is

. . .

Ana

lyti

cal

Am

iabl

eE

xpre

ssiv

eD

rive

r

Ana

lyti

cal

Try

to p

roje

ct m

ore

war

mth

, un

ders

tand

ing,

and

em

path

y.

Loos

en u

p an

d gi

ve y

our

crea

tivi

ty fr

ee r

ein.

Try

to s

ee

the

big

pict

ure.

T

hink

and

talk

mor

e

long

ran

ge.

Ton

e do

wn

your

ana

lyzi

ng

appr

oach

and

try

to b

e m

ore

actio

n-or

ient

ed. P

roje

ct a

gr

eate

r se

nse

of im

med

iacy

.

Am

iabl

e

Use

you

r lis

teni

ngsk

ills.

C

once

ntra

te o

n or

gani

zing

you

r th

ough

ts a

nd b

e ca

refu

l to

use

fact

s to

bac

k up

you

r po

ints

.

Em

phas

ize

the

spon

tane

ous.

Tr

y to

ge

t in

touc

h w

ith th

e ch

ildlik

e pa

rt o

f you

th

at e

njoy

s pl

ay.

Win

d yo

urse

lf up

so

you

are

mor

e as

sert

ive

and

fast

er

pace

d. F

ind

a pr

acti

cal a

p-pr

oach

and

kee

p yo

ur g

oals

fir

mly

in m

ind.

Exp

ress

ive

Try

to b

e m

ore

syst

emat

ic

and

logi

cal i

n th

e w

ay y

ou

appr

oach

the

subj

ect.O

rgan

ize

your

pre

sent

atio

n an

d be

at

tent

ive

to d

etai

l.

Try

to li

sten

pat

ient

ly to

wha

t th

e ot

her

pers

on h

as to

say

, an

d en

cour

age

the

indi

vidu

al

to e

xpre

ss h

is o

r he

r id

eas.

Focu

s on

exp

lain

ing

how

yo

ur id

eas

will

ach

ieve

de

sire

d re

sults

. Sti

ck to

the

issu

e be

ing

disc

usse

d an

d be

st

raig

htfo

rwar

d in

yo

ur r

emar

ks.

Dri

ver

Bui

ld o

n th

e ot

her

pe

rson

’s fla

ir fo

r or

gani

zati

on

and

syst

emat

ic a

ppro

ache

s

to s

uppo

rt y

our

obje

ctiv

e.

Slow

dow

n a

bit g

et

mor

e in

touc

h no

t on

ly w

ith

wha

t the

oth

er

pers

on is

say

ing,

but

al

so th

e fe

elin

gs b

ehin

d

the

wor

ds.

Stre

ss th

e ri

sk-t

akin

g

part

of y

our

styl

e. L

ook

for

way

s th

at y

ou h

ave

not

thou

ght o

f bef

ore

to g

et th

e jo

b do

ne.


Developing an Opening Phrase

If you want to communicate with an Analytical, you might try the following:

1. “I’d like someone with a knack for detail to go over this idea of mine.”

2. “I think I’ve figured out a way to get some order into our system.”

3. “Can we discuss these plans—I’ve gone over them in detail.”

4. “Here’s a list of ten reasons why we should adopt that new software.”

5. “My suggestion means a change in the way we’ve been doing things, so I’d like to be particularly cautious.”

If you want to communicate with an Amiable, you might try the following:

1. “Your suggestion shows a lot of concern for what I think.”

2. “I think I’ve got a change in mind that would make a lot of people around here very happy.”

3. “Would you mind giving me your feelings about a recommendation I have?”

4. “I really want to share this idea with you.”

5. “Let’s look at how that will satisfy everybody’s needs.”


Developing an Opening Phrase (continued)

If you want to communicate with an Expressive, you might try the following:

1. “I think I’ve just had an idea that will revolutionize training around here.”

2. “When you’ve got some free time, I’d like to get together to play with some thoughts I’ve had.”

3. “I’ve got a whole new approach to the problem.”

4. “There are a million things we could do with that little room next to the lobby.”

5. “You’ve helped me to see it all from a new point of view.”

If you want to communicate with a Driver, you might try the following:

1. “I know how busy you are, but I just need three minutes of your time to tell you what I’ve got in mind.”

2. “I’ve got an idea that’s practical and to the point. What’s more, it will work.”

3. “When you have a moment, we can decide how to . . . ”

4. “I spent all weekend working out a solution to the problem.”

5. “The sooner we move on that, the faster we’ll get this finished.”


Effective Listening Skills

1. What are the good listening skills?

2. Why should I take time to listen?

3. t


“I” Message

“I” Message Technique

When ___________________________________________________(Factually describe the behavior)

The effect on me is ________________________________________ (Describe the results of the action)

I feel ___________________________________________________ (Give an honest description of your feelings)

I hope/prefer that you ______________________________________

(State your expectations of behavioral change or continuity)

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________


Praise“I” Message Technique

When ___________________________________________________ (Factually describe the behavior)


I feel ___________________________________________________ (Give an honest description of your feelings)

I hope/prefer that you ______________________________________ (State your expectations of behavioral change or continuity)

Admonish/Counsel“I” Message Technique

When ___________________________________________________ (Factually describe the behavior)


I feel ___________________________________________________(Give an honest description of your feelings)

I hope/prefer that you ______________________________________ (State your expectations of behavioral change or continuity)


“I” Message— Complete or Not?

When you leave your machine unattended and visit with other operators, the effect on the department is decreased productivity and increased scrap. I become angry and wonder what’s going on. I want you to stay at your machine at all times when it is running.

When you bad-mouth company management in front of new employees, you demonstrate disloyalty. Don’t do it anymore; it is not becoming of you.

When you perform properly, we are better able to meet customer requirements. That makes my life much easier and much more enjoyable.

1.

2.

3.


Meeting Process Flowchart

After MeetingAfter MeetingBefore Meeting During Meeting

Start Conduct ClosePlan Follow Up

1. 2. 3. 4. 5.


1. 2. 3. 4. 5.

Before the Meeting

1. Decide on the type and purpose of the meeting.

2. Identify the overall objective of the meeting.

3. Decide on who needs to be there.

4. Write and distribute the agenda.

5. Take care of logistics and materials.


1. Use an agenda.

2. Adhere to the “ground rules.”

3. Delegate roles.

4. Take notes.

During the Meeting


Meeting Ground Rules

Meeting ground rules are the expectations for appropriate behavior and interactions at a meeting. Ground rules may address:

� Attendance responsibilities

� Promptness

� Participation

� Basic conversational courtesies

� Assignments

� Rotating routine chores

� Use of a parking lot

� Other issues important to the group

Brainstorm a list of meeting ground rules that will help your meetings.


Disruptive Group Behavior

Behavior Preventions and/or Remedies

1. Always late

2. Aggressive/negative

3. Skips meetings/doesn’t participate

4. Rambling stream

5. Know-it-all

6. Interrupting/distracting

7. Members don’t complete action items


Levels of Intervention

In a problem situation, a meeting facilitator can choose to intervene at several different levels.

Do nothing.

Make eye contact; move closer.

Impersonal group time (ground rules).

Ask a direct question (“What do you think?”).

Name it (“You seem distracted.”).

Off-line conversation.

Off-line confrontation.

In-group confrontation.


Here are three things I’ve learned about myself today:

1. ____________________________________________________

2. ____________________________________________________

3. ____________________________________________________

Here are three things I’ll do differently back at work and at home:

1. ____________________________________________________

2. ____________________________________________________

3. ____________________________________________________

Seven steps to developing new habits:

1. Recognize the difficulty in changing.

2. Develop a better method or system.

3. Launch the new habit strongly by putting it in writing and posting it where you will look at it often.

4. Go public by telling someone to develop a sense of commitment; ask them to encourage your success.

5. Practice your new skills often.

6. Allow no exceptions.

7. Reward yourself when you meet your written goal.

Goals for Change

Notes

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Notes

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Notes

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Notes

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Communication Styles

Expressive Analytical Amiable Driving

A) 1= 3= 2= 4=

B) 7= 5= 8= 6=

C) 10= 12= 9= 11=

D) 16= 14= 15= 13=

E) 18= 20= 19= 17=

F) 21= 24= 22= 23=

G) 26= 28= 25= 27=

H) 30= 32= 31= 29=

I/J) 34= 35= 36= 33=

K/L) 40= 37= 39= 38=

M/N) 44= 43= 42= 41=

O/P) 48= 45= 46= 47=

Primary Style =

Back-up Style =


Communication Styles Impact

How can I use what I have learned about communication styles?

1.

2.

3.

4.

5.


Training Exercise

You will soon be attending the MRA program “Effective Training Techniques.” You need to bring an object to use in a one-on-one training session using the skills and techniques that will be covered in class. You should be prepared to do a 10 to 12 minute training session with a partner who will be assigned to you in class. At the end of the session your partner will evaluate your effectiveness. The object you bring to train the person on does not need to be job related. Some things that previous participants have done for this activity include:

� Programming a digital device

� Assembling a child’s toy

� Showing how to use a micrometer

� Changing the wheel on a skateboard

� Making a craft item

The object that you bring should be small enough to carry easily. It CANNOT be alive, dangerous, flammable, a weapon, illegal, or offensive. You should bring whatever other materials you think you will need to do this training. You will receive further instruction and preparation time in class. Should you forget an object, you will not get off the hook—it will just be more difficult! Have fun with this and I look forward to seeing you.

Seminar Title: FL2: Communication Skills

Location: Dorner MFG Corporation

Date: April 6, 2015

Instructor: Joseph C. Feest

Name (optional) _________________________________________________________

Position/Title (optional) ___________________________________________________

Strongly Agree Strongly Disagree

1. The program content was appropriate for my level of experience and skill.

5 4 3 2 1

2. This program was a good use of my time. 5 4 3 2 1

3. Printed materials and visuals reinforced the program content.

5 4 3 2 1

4. The instructor was knowledgeable. 5 4 3 2 1

5. The instructor’s style facilitated learning. 5 4 3 2 1

6. There was an adequate balance between instructor presentation and participant discussion and activity.

5 4 3 2 1

7. The knowledge/skills I learned will help improve my performance on the job.

5 4 3 2 1

How will you apply your learning to your job? _____________________________________

_______________________________________________________________________

_______________________________________________________________________

What suggestions do you have for improving this program? ____________________________

_______________________________________________________________________

_______________________________________________________________________

Additional comments and/or other topics of interest for future training: ___________________

_______________________________________________________________________

_______________________________________________________________________

The staff of MRA thanks you for your participation in this seminar. Your input is greatly appreciated!

Seminar Evaluation

Documents

Communication_skills