Communication:The Road to Personal Power : Communication:The Road to Personal Power Presented By Sheikh Riad Ouarzazi 15 July 2010 1 www.roctraining.com
Last week’s review : Last week’s review 15 July 2010 2 www.roctraining.com Communication time
Magic of rapport
Physical pacing
Vocal pacing
Language pacing
Representational system
Eye accessing cues
The 20 don’ts of Communication : The 20 don’ts of Communication Do not interrupt. Let them talk
Do not scream. Stay calm and match their tone of voice.
Do not overreact. Focus your attention on the outcome
Do not complain. Talk to the right person and solve the problem
Do not assume that you know how people feel and what they want. Ask them 15 July 2010 3 www.roctraining.com
The 20 don’ts of Communication : The 20 don’ts of Communication 6. Do not assume that people know how you feel and what you want. Tell them.
Do not be sarcastic. Respect their opinion
Do not insult or criticize anyone. Talk to them in private and in a mature manner
Do not argue. Listen, then explain your point of view
Do not threaten to fire anyone if you are in a position of authority. You will get a negative response in the long run 15 July 2010 4 www.roctraining.com
The 20 don’ts of Communication : The 20 don’ts of Communication Do not be negative. Be more open to suggestions.
Do not talk too much or lecture people. They had enough lectures at school! Let them participate
Do not take sides. Be a good mediator and help them solve their own problems
Do not blame anyone. Accept your responsibilities as a leader and work on the solution
Do not walk away when someone talks to you. Stay and listen or mention a time when you will be available 15 July 2010 5 www.roctraining.com
The 20 don’ts of Communication : The 20 don’ts of Communication Do not use generalizations such as “always”, “never”, “all”… as these words make you sound untruthful. Be more specific.
Do not use words like “should”, “must”. Replace them with “when” and “how”.
Do not use the following four negative words:
But: it cancels everything that was said before. Use “And” instead
Why: searches for reasons instead of solutions. Replace it with “What”
If: projects uncertainty and implies rules. Replace it with “When”
Try: it implies that you are not fully committed. Replace “I will try” with “I will do…”
Do not put people down. Praise them instead
Do not be insensitive to people’s personal problems. Show them concern and understanding 15 July 2010 6 www.roctraining.com
The 10 dos of Communication : The 10 dos of Communication Do use people’s names. It makes them feel special!
Do listen and encourage others to talk
Do praise and recognize good performance
Do explain what you want and how you feel
Do forgive and forget and let go of the past quickly 15 July 2010 7 www.roctraining.com
The 10 dos of Communication : The 10 dos of Communication Do keep your smile!
Do be friendly and pleasant
Do keep information in a confidential manner when required
Do go see your employees in their offices or workplace (call your teammates, visit them and ask about them)
Do invite them for lunch or dinner time to time 15 July 2010 8 www.roctraining.com
The Ultimate Communication Formula : The Ultimate Communication Formula Observe, match and lead
Listen attentively and do not interrupt. (I have often regretted my speech, never my silence!)
Smile
Keep eye contact
Focus on the intentions
Empathize 15 July 2010 9 www.roctraining.com
The Ultimate Communication Formula : The Ultimate Communication Formula Clarify
Paraphrase
Isolate
Ask for solutions
Offer assistance
Summarize the situation and follow-up 15 July 2010 10 www.roctraining.com