communicate as professionals

Communicating with Diplomacy & Professionalism

LUNCH & LEARN – SEPTEMBER 2013

A Summary of the Skillpath Course

The Essentials Of Communicating with Diplomacy & Professionalism

By Trainer Mary Jo Asmuth on October 4-5, 2012

LUNCH & LEARN

COMMUNICATING WITH DIPLOMACY & PROFESSIONALISM

GOALS of LUNCH & LEARN:

1 MANAGE CONFLICT Disagree agreeably with co-workers and clients.

2 INNOVATE Create innovative products in an innovative workplace.

3 MODEL BEHAVIOR Practice tips & tricks.

0

10

20

30

40

50

60

Worry Anger Pain

% of People with Daily Hours of Negative Emotions

0-3 HOURS 4-6 HOURS 7-9 HOURS 10+ HOURS

Teams that focus on strengths every day have 12.5% greater productivity.

MANAGE CONFLICTS Daily

Stress Sadness

MANAGE CONFLICT Disagree agreeably with co-workers and clients.

WHY COMMUNICATE IF WE ALL DISAGREE?

HOW DO WE COMMUNICATE IF WE DISAGREE?

Tip: The Law of the Garbage Truck

A mission to increase happiness, success, and civility

in the world.

by David J. Pollay

Without useful disagreement, all is milktoast.

Disagree … without being disagreeable.

http://www.youtube.com/watch?v=VRd6_4CxNas

For the Organization and Department

to achieve our Missions and Visions

We are the ones to foster respect, and grow innovative environments.

We are the ones to make innovative offerings possible… and beautiful.

WHY Communicate if We All Disagree?

HOW to Communicate with Diplomacy & Professionalism

• Get to the values of the organization

• Use the Mission statement for system integrity.Values

• Establish an objective or goal.

• Example: % growth of sub-business by end of Q3. Goals

• Facilitate interdependence with others.

• Know what each other needs. Get it on the table. Priorities

• Co-create a process.

• Let’s take on this process for 3 mos. We can compare the results.

Methods

• Focus on measurable results

• Example: Here are the current results with the current method. Let’s compare it with the data of the other method.

Information

INNOVATE Negotiate a New Understanding.


INNOVATE Create Win-Win Solutions.

Ask for recommendations

Help me to see the other side of this issue…

Express your appreciation

Thanks for your input and assistance...

Write it down.

Let’s take 5 minutes for a brainstorm...

Negotiate

Your idea opens up new possibilities... What if…

How would it look if…

Follow up.

Let’s plan to exchange email tomorrow,

for continuity in our progress

HOW to Communicate with Diplomacy & Professionalism.

ASK QUESTIONS

• Don’t Assume. Ask for solid facts.

• Ask Assertive Questions. Someone else is wondering too.

• Where does the conflict reside? At what level?…

• I should know this. I won’t ask.”…

LISTEN SKILLFULLY 3:1

“You” statements and “I” statements.

Each person takes responsibility for their feelings/actions.

• I hear you saying… … I understand you’re angry…

WRITE/DRAW.

Use visuals to remove the emotion/personal.

• Brain wants to picture things. Mind works in images.

• Draw, write with bullet points, etc

• Let’s summarize the facts of our discussion with a list.

INNOVATE Seek first to understand, then to be understood.


• Move on to solving the problem

Remove fault-finding focus.

• Create a Win-Win solution, rather than a Win-Lose.

Differentiate a New Understanding from a Compromise

• Let’s fix it!

Demonstrate a goal.

• We are all valid.

Maintain self worth for each person.

INNOVATE Negotiate a New Understanding.

< Watch a

video

http://www.youtube.com/watch?v=_laaxl1EKqQ

Build Strong relationships.

Smile and say hello to everyone with whom you work.

Ask for what you need.

Do not hint, insinuate, expect, or assume others can read your mind.

Give people the benefit of the doubt. Assume the best intentions.

In any case, they are doing the best they can do.

Treat people like people.

Micro management and belittling breaks down trust, innovation.

Share and work within our common value systems.


MODEL BEHAVIOR Build trust and rapport.


MODEL BEHAVIOR Speak Assertively.

HOW to Communicate If We All Disagree.

“When you two have finished arguing your opinions,

I actually have data.”

MODEL BEHAVIOR Share common ground.

Relate to Personality Types

Relater, Integrator, Operator, Driver

Grow self-esteem.

Affirm self worth. Minimize damage to others.

Deal with morale destroyers and fault-finders.

CAVE Dwellers: Constantly Against Virtually Everything.


It takes all kinds.~ my Grandma Elsa

MODEL BEHAVIOR Understand People.

We are different,

not wrong.

Tell the Truth without Fear

FEAR – False Expectations Appearing Real

Be Unconditionally Constructive

Increase other people’s self-esteem.

Praise achievements

Solve problems

Seek win-win situations.


Say what you mean, mean what you say,

without being mean.

MODEL BEHAVIOR Be Genuine and Generous.

HABITS NEED TO BE MODIFIED AND PRACTICED

You can’t drop a bad habit…

you replace it with the one you want.


Our life is what our thoughts make it. ~

Marcus Aurelius

MODEL BEHAVIOR Practice.

Goodbye to dumping garbage and conflict on others.

MODEL Diplomacy & Professionalism

Hello to civility, innovation, and success in the world!

Live The Law of the Garbage Truck

http://www.youtube.com/watch?v=4bpqt5h1mbc

communicate as professionals

Presentations & Public Speaking

innovative workplace

innovative products

innovative environments

hours teams

innovative offerings

current results

new understanding

new possibilities