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BUILDING CORPORATE PERSONALITY & COMMUNICATION FLAIR

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Get energized! Physiology Psychology Words Intonation

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understand / proven / hea l th / easy guarantee / money / sa fe ty / save

new / love / d iscovery / r ight resul ts / t ru th / comfor t / proud prof i t / deserve / happy / t rust

va lue / fun / v i ta l / you / secur i ty advantage / pos i t ive / benef i ts

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WORDS HAVE POWER TO MOTIVATE, CHANGE & INSPIRE

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BUT ONLY IF THE WORDS

PAINT PICTURES IN THEIR MINDS

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LETS GET TO KNOW EACH

OTHER

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BUILDING CORPORATE PERSONALITY & GROOMING

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CORPORATE  PERSONALITY  BRANDING  

INTERPERSONAL  FLAIR  

PHYSICAL  GROOMING  

AGENDA

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INTRODUCTION CORPORATE BRAND PERSONALITY? human characteristics or traits of the employees of the corporation as a whole. A corporate brand personality will reflect the values, words, and actions of all employees of the corporation.

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product place price promotion

content connection communication conversion

MARKETING STRATEGY

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Brand lives in every day to day interaction

Your brand is your promise to your customer

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Passion  &  Compassion  

Agile  &  Collabora2ve  

Crea2ve  &  Disciplined  

MIND  

BODY  

HEART  

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The Lewinsky EffectIf you don’t brand yourself, other

people will do it for you

(and if it’s bad, it’s really hard to fix)

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People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction.

General George S. Patton

INTRODUCTION INTERPERSONAL FLAIR?

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TRANSMISSION  ENCODE  AIMING  

Communicat ion psychology

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recognize communicat ion s ty le

visual   auditory   physical  

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EFFECTIVE LISTENING

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“It  bothers  me  when  the        person  I’m  talking  to…”  

 “It’s  really  hard  to  listen  

when…”  

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HEARING Perceiving

Sounds

LISTENING Deliberate Attention

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People  think  as  fast  as  650  words/minute.  The  speaking  capacity  of  humans  is  slower:  around  100-­‐200  words/minute  

55%  of  our  message  meaning  is  non-­‐verbal;  38%  is  indicated  by  tone  of  voice;  7%  by  

words.  We  spend  about  45%  of  our  waking  

hours  listening  to  someone.  

We  remember  about  20%  of  what  we  

hear  

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DAY  DREAMING  

AIM  TO  PLEASE  

DRESS  REHEARSAL  

TUNNEL  LISTENING  

WHEN  IS  IT    MY  TURN  

INFORMATION  OVERLOAD  

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Snap  Judgment   Opinion  vs  fact   Frozen  EvaluaOon  

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USE  EMPATHY  

TOLERATE  SILENCE  

SUSPEND  JUDGEMENT  

TAKE  NOTES  

LISTEN  FOR  TOTAL  

MEANING  

ASK  QUESTION  

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R   O   L   E   S  

If  you  look  tense,  the  other  person  will  sense  this  and  become  tense,  

too.    

Crossed  arms  or  legs,  or  holding  

something  2ghtly,  signals  that  you  are  defending  yourself  against  something.  

Lean  slightly  toward  the  other  

person.  

Look  at  the  other  person,  but  do  not  

stare.    

Face  the  other  person  squarely,  and  smile.  Turning  away  means  “I’m  not  listening.”  

RELAX   OPEN   LEAN   EYE  CONTACT   SQUARELY  

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MIRRORING

MATCHING

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BUILDING  RAPPORT    

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NON-VERBAL COMMUNICATIONS

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body language

Eye  Contact   Facial  Expression   Posture  

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percept ion

55%   38%   7%  visual   vocal   verbal  

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emphasis  clarity  inflecOon  output  rate  volume  

voice

i t ’s n o t w h a t y o u s a y, i t ’ s h o w y o u s a y i t

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Small  talk  is  the  ice-­‐breaking  part  of  a  conversa2on;  it  is  the  way  strangers  can  ease  into  comfortable  rapport  with  one  another.    Mastering  the  art  of  small  talk  can  open  many  personal  and  professional  doors.    Ordway  Tead  

making  small  talk  and  moving  beyond  

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four leve ls o f conversat ion

Small  Talk  

Opinions  

Personal  Feelings  

Fact  Disclosure    

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star t ing communicat ions

what’s  holding  you  back?   be  interested   relax  

know  what  you  have  to  offer  

conversaOon  starter  

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summarize on what is shared

gives additional insight

ask ing for examples

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INFLUENCING SKILL

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The  skill  of  influencing  others  is  a  valuable  asset  to  have;  it  can  help  us  sell  products  and  ideas,  convince  people  and  ins2tu2ons  to  assist  us,  and  even  get  the  world  to  change!      Clint  Eastwood  

influencing  skills  

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their values

their interest research

seeing the other side

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AcOve  listening  

Common  language  

Highlight  similariOes  

Sustained  communicaOon  

building a bridge

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giv ing in wi thout g iv ing up

compromising  |  concessions  |  agree  to  disagree  |  collaborate  |  be  reasonable  

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Separate  fact  from  opinion  

Create  logical  arguments  

plenty of facts

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 INTERPRETATIONS  

• CombinaOon  of  facts  and  assumpOons  to  generate  hypothesis  

 ASSERTIONS  

• Statements  made  out  of  confidence  

 OPINIONS  

• Beliefs  or  conclusions  made  with  confident  

 JUDGMENTS  

• Opinions  or  percepOons  made  a`er  given  certain  amount  of  thoughts    

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bui ld ing consensus

Focus  on  interests  rather  than  posiOons  

Explore  opOons  together  

Increase  sameness  and  

reduce  differenOaOon  

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You  don’t  know  the  answer,  but  you  will  find  it  

Explain  why  you  have  to  say  no  

Offer  alternates  

Offer  proof  

Explain  why  you  need  informaOon    

Turn around a d i f f icu l t customer

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Some  people  stand  out,  while  others  fade  into  the  background.  But  if  you  want  to  make  the  most  of  interpersonal  rela2onships,  you  have  to  be  able  to  leave  a  lingering  posi2ve  impression  on  the  people  that  you  meet.        Dalai  Lama  

making  an  impact  

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creat ing a powerfu l f i rs t Impress ion

Dress  to  impress   Be  posiOve   Communicate  

confidence  Go  that  extra  

mile  

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 Dress  for  Success  

“You  never  have  a  second  chance    to  make  a  first  impression”  

                                     image  consultants    

   “The  apparel  ojen  proclaims  the  man”                                                      William  Shakespeare  

 

 

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creat ing a powerfu l f i rs t Impress ion

Dress  to  impress   Be  posiOve  

Communicate  your  

confidence  

Go  that  extra  mile  

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points to ponder

Focus  on  what  is  important  to  the  other  person  

Respect  boundaries    

Make  requests,  not  demands  

Note  non-­‐verbal  behavior  

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FORWARD  I F Y O U C A N ’ T M A K E B I G L E A P S , T A K E S M A L L S T E P S , M O S T

I M P O R T A N T L Y , O N E M U S T M O V E F O R W A R D

THANK  YOU  

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In  theory  there  is  no  difference  between  theory  and  prac2ce.  In  prac2ce  there  is.      Yogi  Berra  

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Plans  are  nothing;  planning  is  everything.    Dwight  Eisenhower  

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The  reward  for  work  well  done  is  the  opportunity  to  do  more.    Jonas  Salk  

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