Virtual Communication:HARNESSING THE POWER OF PERCEPTIONEmma Jane Santa

SAY WHAT?

“I know you believe you understand what you think I said, but I am not sure that you realize that what you heard is not what I meant.”

– Robert McCloskey

$37 Billion Dollars

$26,041

WHERE ARE WE GOING WRONG?

SENDER

Self-Image

Personality

Stress Level

Environment

Importance of the Message

RECEIVER

Self-Image

Personality

Stress Level

Environment

Importance of the Message

THE MESSAGE

Hello World!

FACE2FACE COMMUNICATION

COMMUNICATION LOOP

55% of the meaning in our words is derived from body language

38% is in how the words are said

7% is made up of the actual words spoken

Technology Mediated Communication

7% Words

38% Vocal Variety

55% Body Language

Movies

Text

Audio

Symbols

Pictures

OBSTACLES

PERCEPTION BIAS

Mental Modeling

POINT #1Choose thecorrectMediumfor your Message

75% of Fortune 100 Executives spend 45 minutes every hour on communication

Communication Breaks Down

into 4 Main Components

PROSPECTING

CLIENT ORIENTATION

EVERYDAY COMMUNICATIONS

PROJECT CLOSURE

POLL#1

PROSPECTING

OBSTACLE:Is anyone out there?

CHALLENGE:Be bold and experiment.

ORIENTATION

OBSTACLE:Scope Creep

CHALLENGE:Comprehensive interview.

DAILY MANAGEMENT

OBSTACLE:Not enough time.

CHALLENGE:Auto-responders, form letters and triggers.

PROJECT CLOSURE

OBSTACLE:They never come back, you never know why.

CHALLENGE:Debrief.

Systems

up

Set

POINT #2Provide&SolicitFeedback

WHERE DID ALL OF MY CLIENTS GO?

WHAT KIND OF CLIENT DID YOU HAVE?

POLL#2

NON COMMUNICATOR

Eliciting Information

Uncomfortable

Are you using the right medium?

Positive

Environment

MICRO COMMUNICATOR

Little Information

Open Ended

One Question

Scenarios

Self-Image

NON TECHNICAL

Lots of Explaining

Simplify

Resource Sheet

Forms

Stress Level

OVER COMMUNICATOR

Too much info

MicroManaging

Process Reports

Risk

Personality/Importance of the Message

POINT #3QuestionYourPerspective

The single biggest problem in communication is the illusionthat it has taken place.

- George Bernard Shaw

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RESOURCES:www.emmasanta.com@EmmaJSanta