communicating with impact reference book · 2013-03-28 · table of contents topic page...

Communicating With

Impact

Reference Book

CPAL e-course #

Delivered by Chad Cook & Katherine Burik

Cook Consulting & The Interview Doctor

(330) 329-3137

Date:

Table Of Contents

TOPIC Page

Communicating With Impact 3

o A Foundational Model 3

Communication Essentials 4

Three Critical Communication Commitments 5

One-to-One Communication for Impact 5

Small Group Communication for Impact 6

Large Group Communication for Impact 7

Communicating With Style 8

Using Visuals – Some Tips for Impact 9

Metaphors for Impact 10

Stories for Impact 11

Active Listening for Impact 12

Written Communications 13

Social Media 14

Communication Style Profile 15 – 21

© 2013 Cook Consulting [email protected] 3 © 2013, Cook Consulting, All Rights Reserved

Communicating With Impact

A Foundational Model for Thinking About Communication

The Three V’s – Albert Mehrabian

Mode Content Impact on

Message

Verbal The words we use to convey meaning 7 to 10%

Vocal Tone, Speed, Volume, Range, Resonance,

Timber, Nasal, Deep, Staccato, Silence, … 40 to 43%

Visual Mouth, Eyes, Smile, Frown, Face, Movement,

Posture, Proximity, Support Materials, Work

Area, Clothes, …

50 %

Implications:

What you say has less to do with the message received, than how you

sound and what you look like or use to communicate the message.

Words alone are liable to be misinterpreted and create misunderstandings

between people.

You words, sound and body should create a meta-picture for the

message you are conveying.

The words, music and dance should all be aligned for best reception of

your messages.


Communication Essentials

Always Remain Assertive

o Clearly state your point of view in a manner that demonstrates respect for

the other person(s).

o Stand up for your own rights, wants and needs while acknowledging the

rights, wants and needs of others.

Develop Reciprocal Relationships

o Respect, Value, Honor and Trust the input of others first.

o Expect Respect, Honor and Trust in return.

Stay Focused On What You Can Control And Influence

o Ignore the distractions of those things you cannot control or influence

o Don’t fall prey to commiseration

Take Personal Accountability for Your Communications

o Assume 100% accountability for connecting with others

o Don’t assume others will take 100% accountability for your

communications


Three Critical Communication Commitments

Focus – One topic at a time

Clarity – Make it Succinct, Simple and Clear

Repetition – Tell’em in your opening, Tell’em during your content sharing,

and end with Telling’em what you told them twice already.

One-To-One Communication For Impact Suggestions

Asking questions – To engage, trigger analysis or critical thinking. “Where do you see a possible application for this in your workplace?” or

“What type of process are you currently using for payroll that parallels this

type of system?”

Prefacing your conversation with a request for questions, opinions and

feedback after the presentation. “I really look forward to capturing your ideas about how we could make

this process even better after you hear what we are doing.”

Removing distractions “Joe, could we meet at the club? I’ll pick you up at 11:45 if that works for

you.” Or, “Let’s meet in the conference room so we don't have as many

distractions.”

Thank the person for meeting with you – It is an indication of their respect

for you, your position or your relationship. “Thank you for scheduling time to meet and discuss this issue with me …”

Other ideas?


Small Group Communication For Impact Suggestions

Prior to a meeting send a tickler list of topics to be discussed.

After you present, ask what questions were not answered or what additional

questions were raised by the message you presented.

In a meeting, ask the participants to hold their questions until after the

presentation when you will ask four questions of the group. What engaged you about the presentation?

What concerns did the presentation raise for you?

As a consequence of what engaged and concerned you, what questions do

you have?

As a consequence of the questions asked, what additions, changes or

considerations would you like to make about the presentation?

Ask specific participants to present aspects of your presentation. “Sue, could you prepare a five minute walk through of our current system and

then explain the differences the new system will make on the quality, cycle time

and quality of results?”

Use handouts for impact versus PowerPoint slides.

Hot Buttons are words, phrases and topics that elicit emotional responses

from others. Sometimes these cause people to disengage and even

become hostile regarding the presentation. Beware, and protect yourself by

performing an Audience Analysis before your present. (See the suggestions

for Large Groups to review the Audience Analysis process.)

Bring examples, models, graphics, or tools to pass around that relate to your

topic.

Take the meeting to the floor to look at and observe something.

Bring outside experts to speak at the meeting.

Other ideas?


Large Group Presentation Communication For Impact

Suggestions

Distribute simple, clear handouts. That can be used as triggers for memory

and application.

Distribute detailed reference materials after the presentation. Only to those

who want it.

Prior to presenting, suggest the participants hold their questions. Until the end

of the presentation when questions will be asked for.

Use PowerPoint slides sparingly. They tend to be forgotten quickly.

Use large posters. They have repetitive and residual reference value.

Performa An Audience Analysis – This is less hi-falootin’ than it sounds,

although some experts have forms for it which you can fill out in preparation

for speaking. The areas of focus for analysis could be; Age, Expertise,

Knowledge of topic, Education level, Generational biases, industry, socio-

economic level, role, etc.

After determining this information, design your communication to meet them

at their level and the communication is more likely to be received well.


Communicating With Style

Four Communication Preferences:

Dominant styles Like Dislike

Short, sweet, focused communication

Bullets

Options

To make decisions

Extensive materials, reading

Slow, drawn-out communication

One solution only

Pat answers and solutions

Relationship styles Like Dislike

To build a relationship with you

Face-to-Face communication

Taking time to talk

Taking the impact on people view

Impersonal communications

Faceless communication

Rushing through a conversation

Considering the business impact

only

Fact-based styles Like Dislike

Rational facts and data

Detailed handouts, research,

references

Taking time to review the data and

facts

To make decisions

Impassioned intuition

Unsubstantiated statements of

conjecture

Being pushed to respond

immediately


Intuitive styles Like Dislike

Bantering ideas and options

Staying at a high level

Speed and entertainment

To make fast decisions

Boring facts and figures

Getting into the weeds of detail

Slow, droning, dull


See the Communication Profile at the end of this document for additional insight

into your own preferences.


Using Visuals – Some Tips for Impact

PowerPoint – For in-person meetings, keep these to a minimum of 6 to 12 slides in

an hour presentation. Maximum of 20 words per slide

No spreadsheets

Minimal use of colors and only for emphasis of key points

Limited use of distracting pictures, icons, artwork, etc.

A Caution for Webinars – You must keep attention in the absence of a live person being

present, so it is suggested you use slides that keep the participants entertained and off

their email or other multi-tasking endeavors.

Flipcharts – For small groups and even one-to-one communications where you

want to have involvement of some form. Capture points on them so everybody can see their ideas are understood and

valued.

Post sticky notes on them that have been generated from the listeners.

Pre-drawn models, notes, guidance, questions, etc. can provide a constant

referral point and/or reference point for the communication itself.

Posters – These operate in the same manner as the flipchart for posting constant

reference and referral models, questions, guidance, processes, etc. Post them in meeting rooms as visual reminders.

Suggest those in the meeting carry them out to discuss points with their

workgroups.

Whiteboards and blackboards are both great tools for capturing information as

it is shared. They assure nothing is lost and allow participants to reference specific points

during the debriefing of the topic.

Other Ideas?


Metaphors for Impact

“The use of analogic (metaphoric) language can connect at a deeper level

than with dry, logical facts (digital language), thus helping to elicit more interest

and intrigue in the interactions” (Nardone, Portelli, 2005).

Memorable images – Pictures, graphics, symbols, movements, experiences and

other forms of metaphors stimulate memories, experiences and senses that

trigger bigger, broader and more enduring components of understanding than

words alone can stimulate.

Residual Memory paths are burnt faster and more deeply by triggering existing

memories, knowledge and experiences that link together in complex paths

within the brain.

Wiggle Room is the broad interpretation stimulated by these existing memories

as they relate to new information, thoughts, ideas and possibilities. There is “play

room” without the limiting definitions associated with words.

Interpretation – In fact, words on paper tend to create a need for interpretation,

definition, judgmental evaluation, and exactness whereas pictures and

metaphors allow for space and inexactness where “fit” is possible even when

exact alignment is not possible.

Simplicity – Less is better – Metaphors allow for high-level concepts to be shared

without defensiveness being triggered, or judgmental biases and preferences

coming into play before the concept or idea is explored. They also simplify

complex messages into concepts that everybody can easily relate to.

Separation – Metaphors allow for separation of the work opportunities and issues

through the parallel world created by the metaphor. People can discuss,

dialogue, and relate to the metaphor as an abstract parallel process and world

before applying similar, or the same principles and processes to their work.


Stories for Impact

They provide the opportunity to engage and connect with others through

sharing your experiences and what you learned from them. This personalizing of

learning from experiences takes the onus off the listener’s shoulders for never

making a mistake, since we can share many of our mistakes and what we

learned from them so others don’t have to live through the failure part of the

story.

They engage the critical thinking process of others and facilitate embedding of

the messages in their brain.

Storytelling techniques that create impact:

Teaching Stories that make a lesson clear and help people remember

why they're doing something in the first place. These can be about work

processes, sales techniques, relationship building, values, priorities, etc.

Vision Stories share your vision for the future and the possibilities of what it

could be.

What stories do you have where you have learned through success or failure?

When could you share them with others to help them grow, commit, move

forward, take action, seek learning, etc.?


Active Listening for Impact

It’s not just about presenting and speaking, it’s also about communicating to

build trust and credibility by being open to possibilities and respecting others

ideas, input and beliefs.

Limiters and barriers could reduce your impact unless you intentionally set aside or

accommodate for them in order to demonstrate focused listening. Move to a quiet

area or plan for it. Avoid letting mannerisms or appearance issues distract you – listen

for the content. Raise the temperature, move the table, etc.

Asking questions – Pre-prepare questions you would like to have asked, just in case

they aren’t. Ask for clarity and think before you respond to questions.

Ask open-ended questions beginning with ‘What’ and ‘How’ to gather others thinking

about a topic. This demonstration of respect and caring for what they think and feel

initiates the impact cycle.

Common Ground is the overlapping area where you already have agreement with

others. Review this for agreement and clarity before identifying and working to resolve

the differences where alignment is being sought. Your awareness in sharing this overlap

area can dramatically impact openness on their part for discussing the areas of

difference.

Engagement and trust building – Keep in mind you are seeking to move to a space

where forward progress (positive impact) is the result. This can only be done through

building respect, honor and caring for the other person.

Paraphrasing is a technique for proving that you understand what the other person

has said. It is a way to gain credibility and trust that you are really listening and not just

sitting back and thinking up your next response.

Active listening is as much a part of communicating for impact as is presenting

effectively.


Written Communications

Format & Framework – increase your impact of written communications through

providing a simple and clear structure for the communication.

Use a format that explains why you are writing, what you would like to

accomplish, and then the content explaining how you would like it

accomplished.

This framework allows for clarity of intent and brevity of content in written

communications.

The format for presentations also works with writing in that you will want to Tell’em

what you’re going to Tell’em; Tell’em; then Tell’em what you Told’em.

Always follow-up with any written communication to assure understanding and

desired impact was the result.

Hand-written – Sending a clearly written, hand-written message or note to

someone has high impact.

It is personal and reflects the time taken to sit down and write it that conveys the

message that you care enough to take the time to write in your own hand. Even

a typed message on paper doesn't carry the impact that a hand-written one

does. Thank you notes and congratulatory notes are many times more impactful

when hand-written.

E-mail Communications are fast, easy and the least impactful of any form of

communication.

Particularly when they are long and burdensome emails. Don’t misunderstand,

they are necessary and do move things forward in the absence of more

personal contact, and they also are many times the irritants that slow things

down. Misinterpretation and confusion are frequent companions of email

messages that were intended to have positive impact on the reader and ended

up being misunderstood as a criticisms, complaints, underhanded jabs, or

something negative.

Voice Mail is fast becoming an antiquated form of communication due to

misuse and junk messages.

Be very careful of depending on it to communicate in a timely manner or to the

level of detail intended.


Social Media Social Media in the form of Facebook, LinkedIn, Google +, Twitter, Blogging,

Websites and many other technology-based techniques for communicating

have gained in popularity over the past decade.

Their contribution to communication impact falls in the area of credibility

building. Communication impact can be increased through repetition and

breadth of exposure in targeted or general populations that support, enhance

and magnify your messaging.

They also can be used as knowledge sites for expert knowledge if mined

correctly. Referring others to relevant discussion groups, expert groups, ongoing

conversations, etc. can increase the impact of your communications by giving it

credibility, breadth and strengthen the message itself.


Communication

Style Profile

Cook Consulting

(330) 329-3137


Communication Style Profile Name________________

Instructions: Circle one answer in each box that describes you the most and circle one

answer in each box that describes you the least. There are no right or wrong answers.

Most Least Most Least

Compromising D D Aloof C C

Insistent B B Authoritarian B B

Controlled C C Submissive D D

Expressive A A Friendly A A

Serious C C Risk-taking B B

Lighthearted A A Conforming C C

Hesitant D D Cautious D D

Decisive B B Unconventional A A

Easygoing A A Outgoing B B

Demanding B B Reserved D D

Disciplined C C Calculating C C

Supportive D D Spontaneous A A

Guarded C C Restrained D D

Open A A Impulsive A A

Relaxed D D Analytical C C

Tense B B Assertive B B

Formal C C Methodical C C

Extroverted A A Accommodating D D

Complacent D D Domineering B B

Influential B B Unstructured A A

Reserved C C Patient D D

Shy D D Dramatic A A

Carefree A A Reticent C C

Demanding B B Bold B B


Communication Style Profile (Continued) Most Least Most Least

Pioneering B B Obliging C C

Fussy C C Playful A A

Sociable A A Neighborly D D

Loyal D D Argumentative B B

Outspoken B B Companionable A A

Popular A A Even-tempered D D

Optimistic D D Brave B B

Cultured C C Diplomatic C C

Scoring Instructions:

1) Count the number of times each letter appears in the most columns and

record that score below.

2) Count the number of times each letter appears in the least column and

record your score.

3) Subtract the least column from the most column and record the difference.

(Negative numbers are possible and would rank last.)

Most Least Difference Rank Order

A ______ _

A ______ = __________ 1. _________

B ______ _

B ______ = __________ 2. _________

C ______ _

C ______ = __________ 3. _________

D ______ _

D ______ = __________ 4. _________

If you ranked A as your highest score, it indicates you prefer an Intuitive Style.

If you ranked B as your highest score, it indicates you prefer a Dominant Style.

If you ranked C as your highest score, it indicates you prefer a Fact-Based Style.

If you ranked D as your highest score, it indicates you prefer a Relationship Style.


List the similarities and differences you have with those you communicate with

most frequently.

1. Discuss how your communication style could be adjusted for those who

prefer other ways of communicating.

2. Discuss what frustrates you most when communicating with people who

exhibit each of the four styles.

Intuitive:

Dominant:

Fact-Based:

Relationship:

3. Discuss what you appreciate most about the way people who exhibit each

of the four styles communicate.

Intuitive:

Dominant:

Fact-Based:

Relationship:

4. What have you learned from this Webinar that you could apply in your work

environment to enhance your communication impact?

Be specific and give examples: ______________________________________________

Personality / Communication


D O M I N A N C E

SO

CI

AB

IL

IT

Y

Style Profiles

Fact-Based Traits Dominant Traits TASK ORIENTED

Concern for Making Mistakes

Perfectionist

Skeptical

Likes Documentation & Detail

Logical Step-By-Step & Deliberate

Likes To Study Alternatives

Rational – Wants All Info

Detail Oriented & Organized

Takes Time To Think About Decisions

Process Oriented

Careful & Conservative

Wants To Be In Charge

Fast-Paced

Straight Forward

Results Oriented

Likes Conclusions First

Pragmatic – Practical

Independent Thinker

Very Decisive

Determined

Time Conscious

Very Focused

Organized, Multi-Tasker

Relationship Traits Intuitive Traits PEOPLE ORIENTED

Compassionate

Likes To Visit & Share Dialogue

Team Player

Patient

Likes Preparation

Dislikes High Pressure And Conflict

Likes To Hear “Opinions”

Idealistic & Tentative

Relationship Oriented

Seeks Consensus

Good Listener

Accommodating

Visionary

Innovator

Multi-Tasker

Promoter

Dislikes Detail

Dramatic & Enthusiastic

Intuitive

Optimistic

Likes Recognition

High Energy

Spontaneous, Fast Acting

Persuasive

External

Internal

Asse

rtive

Yie

ldin

g


Managing Relationships

Summary of Style Elements

Style Dominant Relationship Intuitive Fact-Based

Basic Orientation Action Relationships Intuition Thinking

Use of Time Immediate Present Future Historical

Relating to Others Task first Key priority Likes an audience Cautious actions

Tasks Primary importance Relationships most

important

Must be exciting Process takes

priority

Decision-making Quick, goal oriented Slow, people

oriented

Fast, intuition

oriented

Slow, process

oriented

Action planning

questions

What? Why? Who? How?

Maximum Effort

toward others

Control Relationships Involvement Process

First Priority Achievement Teamwork Leadership Planning

Source of Tension Inaction Conflict Isolation Involvement

Major Strength Decisive Supportive Enthusiastic Thorough

Major Weakness Tends to be

Insensitive to other’s

feelings

Tends to avoids

confrontation

Tends to act

impulsively

May be reluctant to

improvise

Fallback Behavior Autocratic Acquiesce Attack Avoid


Communication for Impact

Every person has preferences for how they want to be communicated with. When

working with individuals, their preferences can be discerned through observing their

behaviors. Then adjustments for their preferences can be made such that they can

receive the messages in their preferred style.

Groups on the other hand, have many different styles represented in them, and

therefore must be dealt with using pieces from all preferences to assure the message

connects and resonates with them all.

16 Quadrant Matrix – Other Links

DiSC “D”

DiSC “I”

DiSC “C”

DiSC “S”

Dominant

Intuitive Relationship

Fact-Based

Fiery Red Cool Blue

Sunshine Yellow Earth Green

MBTI, Disc, Insights, Wilson Learning, HRDQ Style

23

NOTES:

communicating with impact reference book · 2013-03-28 · table of contents topic page...

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