communication and deep listening workshop

8/10/2019 Communication and Deep Listening Workshop

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Communication and

Interpersonal SkillsWorkshop 1

Development Journey

Version 5.0 October 2013


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Introductions

Your Name

Department and business area

Time with BGR One thing that you like about your role


3/28

Workshop Objectives

By the end of this session you will:

Be able to describe the factors that can impact effective

communication.

Be able to describe what can be done to build rapport. Identify methods for improving communication with

different customer profiles.

Be able to use a range of methods to ensure balanced

conversations. Be able to use a range of techniques to handle difficult

situations or conversations.


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The Agenda

Defining Communication

Project Sign Lines

Communication model

Developing Rapport 3 minute experiment

3 Vs

Colourful Communication

Customer profiles

The Conversation Cycle

Questioning & listening

Skills practice

Dealing with Difficult

Situations

Transactional analysis

Self reflection & ActionPlanning


5/28

Project Signlines

The objective of the task is to place the cards in the

correct place on the grid

Each card has only one correct position on the grid

Cards may not be shown or passed between teammember

Nothing may be written down

Teams have a maximum of 20 minutes planning time

The team will be given one timed attempt of 30seconds to assemble the cards on the grid correctly

Cards may not be placed on the grid at any other time


6/28

What is Communication?

Sender Receiver

Message

Think about your message

and how the person will receive it

Be receptive, think about it

and confirm your understanding

Feedback


7/28

Communication flows up, down and across teams

Poor communication can have a significant impact on

the team, the team leader and the organisation Feedback is essential for effective communication

Lots of things can get in the way of effective

communication!

Effective Communication


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Rapport

It is commonality of perspective, being in "sync", being on

the same "wavelength" as the person with whom you are

talking

A relationship of mutual trust and respect

A feeling of connection and trust established between

people
http://www.teachwithrapport.org/


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Three communication fundamentals

Building rapport

Use every sense available

Questioning

Influencing through Qs

Listening

Practice active listening


10/28

When people are in rapport

Communication seems to flow

Their bodies as well as their words match each other

They tend to mirror and match each other in posture,

gesture and eye contact

Their body language is complimentary


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Verbally

Source: Albert Mehrabian 1972

Vocally

Visually

The words we use

Individual

Sentences

The way we use words Tone

Pitch

Pace etc

What people see Behaviour

Body language

7%

38%

55%

Communication; the whole picture


12/28

Opening the door to communication

Increased awareness of self and

the effect that we have on others

Increase in personal effectiveness

Increased communication,

understanding & appreciation


13/28

Thinking

Feeling

Red

(Fiery)

Challenging and

Direct

Yellow

(Sunshine)

Optimistic and

Trusting

Green

(Steady)

Relaxed and

Thoughtful

Blue

(Cool)

Cautious and

Precise

Communicating by Colour

ExtrovertIntrovert


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How you might see yourself

Exacting

Efficient

Determined

DirectDecisive

Energetic

Creative

Open

OptimisticTakes action quickly

Warm

Approachable

Patient

A team playerFriendly

Precise

Careful

Reserved

LogicalRational


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How others might see you (on a bad day)

Autocratic

Critical

Demanding

Insensitive

Domineering

Pushy

Superficial

Exaggerates

No follow-throughOver-confident

Over-sensitive

Wastes time

Lacks goals

IndirectSlow to decide

Stubborn

Nit picker

Perfectionist

Pedantic

Over-analytical


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bold, aggressive,

driving, direct,

competitive, decisive

determined

enthusiastic, trusting

sociable, chatty,

optimistic, persuasive

trusting, outgoing

deliberate, steady,

patient, habitual,

methodical, relaxed

reliable, steady

accurate, cautious,

detailed, precise,

perfectionist, orderly,

meticulous, factual
http://uk.wrs.yahoo.com/_ylt=A0WTf2g_uwRIK8sAIedNBQx.;_ylu=X3oDMTBpc2ozM2gzBHBvcwM0BHNlYwNzcgR2dGlkAw--/SIG=1h07aactf/EXP=1208356031/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.images.search.yahoo.com%252Fsearch%252Fimages%253Fp%253Dnicky%252Bhambleton%252Bjones%2526fr%253Dyfp-t-501%2526ei%253Dutf-8%2526js%253D1%2526x%253Dwrt%26w=160%26h=230%26imgurl=www.ssvc.com%252Fbfbs%252Fradio%252Fradio2%252Fimages%252Fnicky_160.jpg%26rurl=http%253A%252F%252Fwww.ssvc.com%252Fbfbs%252Fradio%252Fradio2%252Fhermina_graham_show.htm%26size=7.6kB%26name=nicky_160.jpg%26p=nicky%20hambleton%20jones%26type=JPG%26oid=6e0b27bf51e22e90%26no=4&tt=39http://uk.wrs.yahoo.com/_ylt=A0WTf2zJugRIQn4B5cVNBQx.;_ylu=X3oDMTBpZTByOGFiBHBvcwMyBHNlYwNzcgR2dGlkAw--/SIG=1hea3h6r6/EXP=1208355913/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.images.search.yahoo.com%252Fsearch%252Fimages%253F_adv_prop%253Dimage%2526fr%253Dyfp-t-501%2526va%253Dgordon%252Bbrown%2526sz%253Dall%26w=350%26h=277%26imgurl=www.rp-online.de%252Flayout%252Fshowbilder%252F7622-gordon-brown-ap.jpg%26rurl=http%253A%252F%252Fwww.rp-online.de%252Fpublic%252Fbildershow%252Fnachrichten%252Fpolitik%252F7622%253Fpicture_id%253D6%26size=21.3kB%26name=7622-gordon-brown-ap.jpg%26p=gordon%20brown%26type=JPG%26oid=aaf04dbd1dcfceb6%26no=2&tt=44,993http://uk.wrs.yahoo.com/_ylt=A1f4cfuGugRI1BEAZbpLBQx.;_ylu=X3oDMTB2MDA1cWRvBHNlYwNzYwRjb2xvA2lyZAR2dGlkA1VLMDI2NF8yNjQ-/SIG=1peqs6ssj/EXP=1208355846/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.search.yahoo.com%252Fsearch%253Fei%253DUTF-8%2526p%253Dthe%252Bqueen%252Bpictures%252B%252522queen%252Belizabeth%252Bii%252522%2526rp%253Dthe%252Bqueen%252Bpictures%2526sado%253D1%2526rd%253Dr1%26w=210%26h=210%26imgurl=media.canada.com%252Fae0aeb0f-1f43-45b8-8cb1-5ef1653bc582%252F061024queen_210.jpg%253Fsize%253Dl%26size=14.8%26name=061024queen_210.jpg%26rcurl=http%253A%252F%252Fwww.canada.com%252Fsaskatoonstarphoenix%252Fstory.html%253Fid%253D6bf06735-7f2c-4de2-a471-9c58197cc821%2526k%253D79047%26rurl=http%253A%252F%252Fwww.canada.com%252Fsaskatoonstarphoenix%252Fstory.html%253Fid%253D6bf06735-7f2c-4de2-a471-9c58197cc821%2526k%253D79047%26p=queen%2Bpictures%2Bqueen%2Belizabeth%2Bii%26type=jpeg%26no=3%26tt=208http://uk.wrs.yahoo.com/_ylt=A1f4cfg6ugRIeDsAQ9hLBQx.;_ylu=X3oDMTB2MDA1cWRvBHNlYwNzYwRjb2xvA2lyZAR2dGlkA1VLMDI2NF8yNjQ-/SIG=1fodh15t8/EXP=1208355770/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.search.yahoo.com%252Fsearch%253Fei%253DUTF-8%2526p%253Dprincess%252Bdiana%252Bpictures%2526sado%253D1%2526rd%253Dr1%26w=186%26h=240%26imgurl=www.ccrnnet.com%252Fprincess_diana%252Fimages%252Fdiana5.jpg%26size=9.5%26name=diana5.jpg%26rcurl=http%253A%252F%252Fwww.ccrnnet.com%252Fprincess_diana%26rurl=http%253A%252F%252Fwww.ccrnnet.com%252Fprincess_diana%26p=princess%2Bdiana%26type=jpeg%26no=4%26tt=66%252C847http://uk.wrs.yahoo.com/_ylt=A1f4cfVMuQRI51EAwvBLBQx.;_ylu=X3oDMTB2MDA1cWRvBHNlYwNzYwRjb2xvA2lyZAR2dGlkA1VLMDI2NF8yNjQ-/SIG=1fsrh6bf8/EXP=1208355532/**http%3A//uk.images.search.yahoo.com/images/view%3Fback=http%253A%252F%252Fuk.search.yahoo.com%252Fsearch%253Fei%253DUTF-8%2526p%253Dmargaret%252Bthatcher%252Bpicture%2526rd%253Dr1%26w=200%26h=232%26imgurl=illuminati-news.com%252Fgraphics%252FThatcherMaragaret.jpg%26size=15.6%26name=ThatcherMaragaret.jpg%26rcurl=http%253A%252F%252Filluminati-news.com%252Fpolitics.htm%26rurl=http%253A%252F%252Filluminati-news.com%252Fpolitics.htm%26p=margaret%2Bthatcher%26type=jpeg%26no=1%26tt=12%252C482


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Party Poster!

Devise a poster to advertise

a forthcoming event to

appeal to your opposite

profile


18/28

The Conversation Cycle

Assure

Affirm Ask

Advise


19/28

Basic questioning

Closed Questions

Do

DidHave

Can

Are

Shall

Open Questions

What

WhyWhen

How

Where

Who
http://www.prayeredge.net/?p=189


20/28

The Question Funnel

Closed

Hypothetical

Reflective

Direct

Probing

Open


21/28

Active & Passive Listening

Assure

(Passive Listening)

Give them air time

Listen without interruption Verbal nods

Affirm

(Active Listening)

Repetition

Summarise Paraphrase


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Levels of listening

Level 1

Level 2

Level 5

Level 6

Level 3

Level 4

Responsive

Emphatic

Active

Attentive

Passive

Selective

Listen to the answers, watch body language and tone.

Questions come from their answer not own agenda

Hear occasional selective words but offer no response

Hear occasional word and occasional response with

uh-huh, I see

Listen to words with own agenda, plans what to saynext and seeks opportunity to interrupt

Listens with intent to understand, imagine yourself in

their shoes

Listen to words, do not interrupt, encourage but still

respond based on own interests


23/28

Match Mis-Match

A chance for some skills practice;

Flexing style to suit different colours

Use of questions

Building rapport

Listening skills


24/28

Transactional Analysis

Parent

Adult

Child

Copied attitudes

and behaviours store

Data processor and

store

Feelings, wants and

wishes store

Helping, guiding,

censoring

Unemotional

information handling

Emotional, energetic,

creative


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N

P

C

P

Nurturing Parent

Sympathetic

Comforting and protecting

Caring

Rewarding

Parent

Controlling Parent

Limit setting

Censoring

Pre-judging and moralising

Punishing and over-demanding


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Child

NC A

C

Natural Child

Uncensored, fearful

Affectionate, impulsive

Curious and fun-loving

Self centredSelf Indulgent

Loud and aggressive

Adapted Child

Compliant

Approval seeking

Procrastinating

Courteous Sharing

Polite


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A

Adult

Adult

Active listening

Relevant information collecting

Relevant information giving

Reality testing against evidence Considering consequences

Estimating probabilities


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Complete your Commitment to Action plan on the template

provided in your Learning Log.

Action Planning
http://www.ipsos-mori.com/recruit/index.shtml

communication and deep listening workshop

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