project success proven communication a foundation for optimal service delivery hermien zaaiman...
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Project Success
Proven
Communication
A foundation for optimal service delivery
Hermien Zaaiman
Eleanor Huggett
Yes, but what about communication?
Objectives
To achieve a greater understanding of:
1) What communication is
2) Why it is so difficult to communicate
3) Your own communication style
Project Success
Proven
Communication – What is it?The process of sending and receiving messages
Sending: Verbal and Non-Verbal
Receiving: Perceiving, Listening and Understanding
Communication is EVERYTHING YOU DO!
And must be actively managed for optimal success
Project Success
Proven
The single biggest problem in communication
is the illusion that it has taken place
George Bernard Shaw
Communication What are the biggest challenges?
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Communication – Effect of
What Contribution(%)
You sayThe other person seesYou sound like to the other person
What Contribution(%)
ConsciousSubconscious
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Giving
Receiving
55%38%
7%
What they seeHow you speakWhat you say
Components of
Communication
First impressions matter
Awareness matters
Congruence and
Dissonance
Project Success
Proven
Others may perceive you asSlyArrogantInappropriateHyperOpinionatedImpulsiveRigidNitpickingPassive or IndecisiveNeedy
Dissonance Goulston’s ten most common perceptions that cause dissonance
I believe I amShrewdConfidentHumorousEnergeticA person with strong opinionsPassionateStrongDetail orientedQuietSensitive
How do you
perceive yourself?
How do you believe others perceive you?Dissonance hampers effective communication
The greatest dissonance occurs when people
feel most vulnerable
Mark Goulston, Just Listen, 2010Project Success
Proven
Change
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When you can’t avoid dissonance,
Anticipate itMark Goulston
What to do?
Project Success
Proven
Mark Goulston, Just Listen, 2010
Resistant to doingContinuing to do
Listening
Considering
Willing to do
Doing
Glad they did
The Persuasion Cycle
Buy-In
Project Success
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Listening – What are you doing?
Are you listening to respond or to understand?
Do others understand what you are saying?
Do you value what others are saying?
What about that which has been left unsaid?
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Receiving – Obstacles to listening and understanding
Interrupting
Objecting
Redirecting
Rational responses
Emotional responses
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What is the correct
response?
Thank You
The Art of Effective Communication Management
Try to understand the other person’s viewpoint
Develop a desire to listen - Allow others to do the talking
Ask clarifying questions
Demonstrate respect, empathy and sensitivity
Listen for the entire message
Confirm your understanding of the message Take the other person’s communication preferences into
account – How does s/he prefer to be communicated to?
Project Success
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Project Success
Proven
Your Preferred Behavioural Style
How others tend to
experience you
How you believe you
tend to behavevs.
Behavioural Styles – The DISC Model
Why? Understanding your own behavioural style assists you to:
- Understand the impact of your behavioural style on others
- Adapt your behaviour in interaction with others
Understanding the natural behavioural styles and the preferences of others allows you to understand:
- ‘Why’ they act the way they do at a very high level
- How to adjust your own style when interacting with them to achieve
the desired outcome
Project Success
Proven
DC
S
InitiateRespond
People
Task
Conscientious Dominant
Steady InfluenceI
Project Success
Proven
Objectives
To achieve a greater understanding of:
1) What communication is
2) Why it is so difficult to communicate
3) Your own communication style
Project Success
Proven
Mark Goulston, Just Listen, 2010
Resistant to doingContinuing to do
Listening
Considering
Willing to do
Doing
Glad they did
The Persuasion Cycle
Buy-In
Project Success
Proven