Presented by:Paul Kearley, CsDale Carnegie Business Group

To be a leader in the years ahead, you must be

able to communicate. How well you do it will affect

your success – in life and in work

Fundamentals Judgements Barriers Clarity Listening Create trust

•25 years in the Professional Development Business.•Certified Master Trainer with Dale Carnegie & Associates•Managing Partner for Dale Carnegie Business Group in the Maritimes.•Headquartered in Sussex, NB, Canada•Author of “MUST Thinking: An easy four step guide for creating the results you want.”

Paul Kearleywww.dalecarnegie.ca

1Be a good listener

1Be a good listener

Stop thinking about yourself

Stop thinking about yourself

Look at the other person

Look at the other person

Listen To what they say

Listen To what they say

2Use conversation

links

2Use conversation

links

NameName

Home and FamilyHome and Family

WorkWork

IdeasIdeas

Hobbies, ClubsHobbies, Clubs

TravelTravel

Communication Fundamentals for

Connecting

3Show Genuine

Interest

3Show Genuine

Interest

WhoWho

WhatWhat

WhereWhere

HowHow

WhyWhy

WhenWhen

Unconscious Judgements

How we look

What we say

How we say it

What we do and how we do it

How We Appear

Dress and grooming

Voice

Facial expression

Gestures

Accessories

How We Act

Excited

Earned The Right

Eager To Share

Enthusiastic

“Our tone of voice, facial expressions and our

body language are just as important as

the words we use.”

7%

38%55%

Words Voice Non Verbal

Dr Albert Mehrabian (UCLA)

The way people communicate is

inseparable from the feelings that they project.

Dr Albert Mehrabian (UCLA)

Fear of judgment? Clarity of the message? Will I be understood? I’ll look silly or not too bright.

Believing that some kind of action will be taken or followed

Creating a bond between giver and receiver of thoughts, ideas and emotions (feelings) which ultimately leads to understanding.

L anguage I llustrations O rganize N arrow S ummarize

Be clear in your own mind before presenting your ideas.

Understand that what excites you, may not get the other person “All Fired Up”.

Approach every situation with an “Us” attitude rather than an “I” mindset.

Ignore

Pretend

Selectively

Attentively

Empathetic

List

enin

g

List

enin

g

Begin with nothing Listen “to” not “for” Avoid comparing their reality to yours Ask questions for clarity Eliminate: Prejudice, Opinions,

Emotions, Concepts.

Outline expectations of conversation Give feedback that outlines your

understanding of the conversation Be true to your word. Don’t make

promises that you cannot keep

From listening comes

wisdom and from speaking repentance

Italian Proverb

Things – What they own, clothes, cars..

Achievements – Degrees, honors Personality traits – Courage,

determination, faith..

One strength or quality that I see in you is..

The reason that I say that is….(Give evidence)

If all it took was flattery,

everybody would be an expert in

human relations.

1. Don’t criticize, condemn or complain.

2. Give honest, sincere appreciation.

3. Arouse in the other person an eager want.

4. Become genuinely interested in the other person.

5. Smile.6. Remember that a person’s name

is the sweetest and most important sound in any language.

7. Be a good listener. Encourage others to talk about themselves.

8. Talk in terms of the other person’s interests.

9. Make the other person feel important and do it sincerely.

Listen without interrupting Connect or cushion

“I hear you…” “I understand…” “I see your concern about…” “I appreciate your view on…”

Avoid: But However Never the less

Use neutral words And Pause Yet

Think: What do I think? Why do I think

that? What is an

example that I can use?

Consider offering a solution.

Speak: One example is… Therefore I

believe… This example

shows…

Focus on strengths rather than perceived weaknesses

Seek feedback from people that you trust about your personal impact

Learn about others by asking them about their interests

Look for small opportunities to build acquaintances with co-workers ex: coffee, lunch, etc.

Take notice of the needs and concerns of others before you get too busy to care.

Smile Posture…visualize an enthusiastic,

confident person Breathe…. Deep cleansing breaths Think….Ask better questions, focus on

the positive.

To make no mistakes is not in the power of man; but from their errors and mistakes the wise and good

learn wisdom for the future

Plutarch