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The Message Consists Of:
Words 7%
Tone 38%
Body Language 55%
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Ask Tell
Thinking
Feeling
Ask Tell
Thinking
Feeling
Theme is
ACCURACY
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ANALYTICAL - Accuracy
• Systematic Thinking and Analysis• Cautious – Not Risk Takers• Calm and Controlled• Facts/Numbers• Precise• Deliberate• Logical
Ask Tell
Thinking
Feeling
Theme isRELATIONSHIPS
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AMIABLE - Relationships
• Cautious…Not a Risk Taker• Likes Guarantees• Sensitive• Wants Calm – no conflict
Ask Tell
Thinking
Feeling
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Expressive – Cheer Leader• Fast Paced• Wants Excitement• Likes Variety• Volcano• Lives for the moment
Ask Tell
Thinking
Feeling
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Driver - Efficiency• Workaholic• “Piles”• Goal Directed• Likes a Challenge• Fast Paced
To Improve Effectiveness:
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BRAIN MAPPING»Speech Centers»Corpus Collosum»Spatial Integrity
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• LEFT BRAIN/RIGHT BRAIN•Facts and Logic•Feelings and emotions•Color vs Black/white
• THINKING PATTERNS•Filing Cabinets•Global•Forrest and Trees
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• OPPOSING OBJECTIVE•Tasks vs relationships•Win vs “Save Face”•Growth vs Controlled safety•Increase productivity vs rest the machines
• DIFFERING VALUES•Quiet vs Background noise•Embarrassment “rude”•Public vs personal selves•Team vs the individual
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• VARIANCE IN METHODOLOGY• Training• Peer Pressure• Environment• Methodical vs spontaneous
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Sherman Tanks
Lean ForwardStraightened your
body postureSpeak conciselyMaintain eye
contact
Exploders - amiable
• Be Careful!!!• Use all your
communication skills
• “I really want to know”
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EXPLODERS - expressive
• Let them explode• Enjoy – it will be
over soon!!
Snipers Blow their cover “Did you mean
that? “Was that a dig”
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Complainers• Use problem
solving languageWho?What?When?Where?How?
Silent Clams• Schedule
uninterrupted time
• “We need to talk..”
• “We will stay here..”
• Be quiet• Relax
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Super Agreeables• “If there is one thing that might keep you
from doing this, what would it be?”
• “If there is one little thing that you would like to correct, what might it be?”
Indecisives• Do not force a decision• Give a time limit• Ask what additional information would
be helpful
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• A - Assume Positive Intentions• E - Express Yourself Assertively• I - Identify What You Want to Happen• O - Offer Positive Solutions• U - Reach an Understanding Through
Collaboration
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SEEDS OF GREATNESSPRODUCE FRUIT
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Positive Sense of Self
POSITIVE SELF TALK• STEP ONE - Be aware of what you
are saying to yourself
• STEP TWO – Cancel the negative tape
• STEP THREE – Replace with a positive tape
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LOOK GOOD – FEEL GOOD
• Buy a full length mirror• Smell and Sound are as
important as Sight• Develop an essence• Clean your car
blinkMalcom Gladwell The
Principle of two seconds
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TRUST – WALK THE TALK
• Develop a written code of ethics• Model what you expect• Keep your word when it is easy• Keep your word when it is hard
POWER TALK
• Avoid Euphemisms• Avoid Excuses• Speak the outcome “I am enjoying
being healthy”• Be the first to greet others• Listen 80%, Talk 20%• Ask questions
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“IT ISN’T PERSONAL”
Assume Positive Intentions
Choose not to be enmeshed
BE ASSERTIVE
• “I’m OK, you are OK”• Truthful• Say “No”
• “I understand…….my problem is……offer solutions”
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BE CONGRUENT
Your Thoughts, Emotions, and Behavior MATCH
ELIMINATE THE MASKS
• Be real• Be vulnerable• Be authentic• Wherever you are, be there
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POWER MOVES
•Personal Space•Gestures•Eye Contact
THOUGHTS PRECEDE BEHAVIORS
• Different, not Wrong• Choice, not Victim• Learning occurs through
Mistakes
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CHANGE
Stages of Change
•Denial•Resistance•Exploration•Commitment
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ANTICIPATE CHANGE
Get Ready for the Cheese to Move
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CHANGE• IS INEVITABLE• CAN BE AN OPPORTUNITY• RESISTING WILL ONLY HURT
YOU
GOOD CHANGE OR FAD???
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PARADIGM SHIFTSteven Covey
Visionary
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THINK OUTSIDE THE BOX
Freakonomics Levitt&Dubner
•If drug dealers make so much money why do they still live with their mothers?
• Or “the hidden side of everything”
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blinkMalcom Gladwell
•The Statue That Didn’t Look Right
Knowledge of Human
Behavior
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Reading Lolita in TehranAzar Nafisi
•UPSILANDA
The Tipping PointMalcom Gladwell Little
Things That Make A Difference
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SEEDS OF CONFLICT
POLITICS
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Goal Setting (SMART)
•Specific•Measurable•Attainable•Results/Out-put oriented•Time bound
NOTHING WILL EVER HAPPEN UNLESS YOU CREATE THE SPACE FOR IT TO HAPPEN IN
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Ability to make decisions
DECISION PROCESS
F = Facts/dataA = AnalyzeC = Choose the Best Option
T = Take Responsibility
S = Stand on your convictions
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THINKING• What is the current state of
affairs?
• What has happened to the economy?
• What does the general population want?
EFFICIENCYUsing the Highest Levels of Business
Expertise
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Prioritize through the spontaneoustrip philosophy
Break every job into individual components
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Quick Task Audit
• Must the job be done at all? What would happen if it were cut?
• Can the job be delegated?• Is the time expenditure, yours and
others’, commensurate with the project’s importance?
• Can the task be downscaled, simplified?
KEY ELEMENT
Only do what only you can do
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Delegation
Manage the telephone
*Screen Your Calls*Use menu options*Use Email*Schedule “best phone time”*Summarize*Use an egg timer*Focus
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STAFFINGHiring, Evaluation, Motivation
Create Effective Staff Meetings
• Establish clear objectives• Use an agenda (times)• Encourage thorough preparation• Actively paraphrase, summarize, and
question• Establish follow-up systems
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Mindstorm and Brainstorm
•All ideas have equal value•No evaluation until the end
•Don’t stop!!
Leadership Requirement
•Assertive Skills
•Ability to Confront
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When you…I Feel…
I would rather…
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Negotiating Skills
Negotiation is Influenced by :
• Information• Expertise• Situation• Title• Charisma• Reverence
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BALANCED NEGOTIATION
• Have a clear understanding of the issues and your objective
• Brainstorm potential objections• Be aware of the power game• Work for a win-win
Process of Negotiation• Arrange an uninterrupted, mutually
convenient time to talk• Describe the current situation• Relate the current situation to
needs/objectives• Solicit feedback• Ask for what you need• Describe benefits/steps to take• Reinforce commitment
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CUSTOMER SERVICEWhat Business Are We In?
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KEY ELEMENT
WHO SERVES WHOM?
KEY ELEMENT
TECHNOLOGY
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CHOICE
CHOOSE YOUR MOODCHOOSE HEALTH
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Don't dodge difficulties...
Gigi Tchividjian
MAINTAIN BALANCE
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Develop selective perfectionism
Assertiveness –truthful
communication –learn to say “no”
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Balance –Know your personal/professional priorities
WATCH THE MONKEYS
Michael LeBoeuf
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RELAX
•20 minutes•No Thinking or Planning
LAUGH
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DEVELOP A WORLD AND LIFE VIEW
RECLAIM
YOUR SPIRITUAL
SPACE
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RECLAIM
YOUR CREATIVITY
RECLAIM
YOUR CONTENTMENT
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