Idea Transcript
Interpersonal & Communication Skills Workshop SEM2015021, 26 June 2015, 13:00-17:00 Taipei Time
Ray Bigger
Ray Bigger, Managing Director Taipei, Friday 26th June 2015
can’t problems by using the same “We cannot “We solve the solve problems by using the same type of thinking we used we when wewhen created kind of thinking used wethem”. created them” Albert Einstein Albert Einstein
Ray Bigger • • • • • • • • • • •
Member of 2 Executive Boards Member of 4 Executive Teams Sales & Marketing Professional 5 Daughters - only guy around One is a Prison Governor in UK Family member one of UK’s top Criminal Psychologists Insulted by 400,000,000+ people 30+ years as a Referee 13 years on the English Football League/Premier League 2,000+ matches FA Youth Cup Final Referee
What would you like to achieve during these 180 minutes?
How many words do we speak a day? 20,000 7,000
Thoughts per day
70,000
Thoughts per day
negative
Beliefs
Our perception or interpretation of our world, our business, ourselves, our capabilities.
What we believe or accept to be true.
On the next slide there are 11 lines of text covering about 76 words but the letters have been mixed up. If I were to tell you someone will be able to read the text without to much difficulty, put your hand up if you think it is possible?
limiting beliefs
Our clients’ most common limiting beliefs 1. We don't have the resources
14. We're not recognised for what we do
We have too much bureaucracy / 2. we lack flexibility
13. We can't do that here 12. We only have a short term vision
3. We're very risk averse / afraid of failure
Most Common Limiting Beliefs
11. We work in silos
We don't have the power / 4. authority to change things
10. We lack trust and transparency We are too influenced by 5. the past / legacy thinking 9. Our senior management team is not aligned 6. We don't have the best products / services
8. We don't have a clear direction / structure
We don't have the support or understanding of 7. Group / Corporate / Senior management
Client feedback: 1,500+ senior executives, 50 companies, 30+ nationalities
Warszawa
“Nothing good ever comes out of head office.”
Whether you think you can or you can’t – you’re right! Henry Ford
Effective Communication
Setting a safe environment
Setting a safe environment So Alice, what do you think of my new plan? It’s a really good plan, Bob
It sucks and so do you
Planning communication
“….…if everyone is thinking the same way the problem you have is nobody is thinking…....” General George Patton
Everyone is different
Stakeholders at a Premier Match DayͲThe Stakeholders League
“Take a look at the following picture and describe what you see”
Myers Briggs Type Indicator- MBTI
Hermann Brain Dominant Instrument - HBDI
Two hemispheres
HBDI thinking styles
© Herrmann International
Insurance
ANALYZE
SYNERGIZE
ORGANIZE
EMPATHIZE
© Herrmann International 1997
Advertising agency
ANALYZE
SYNERGIZE
ORGANIZE
EMPATHIZE
© Herrmann International 1997
Computer network company
ANALYZE
SYNERGIZE
ORGANIZE
EMPATHIZE
© Herrmann International 1997
Bank – wholesale and consumer
ANALYZE
SYNERGIZE
ORGANIZE
EMPATHIZE
© Herrmann International 1997
Hotel sales & marketing
ANALYZE
SYNERGIZE
ORGANIZE
EMPATHIZE
© Herrmann International 1997
Telecom engineering team
ANALYZE
SYNERGIZE
ORGANIZE
EMPATHIZE
© Herrmann International 1997
Strategic business applications Developing long-term strategy
Setting goals & objectives
Setting vision & purpose
Measuring accurately
Adopting global views
Monitoring performance Applying technology
ANALYTICAL
SYNERGISTIC
Generating new concepts Spotting future trends
Analysing past trends
Observing the environment
Focusing on financials
Checking the competition
Increasing efficiency
Adopting policies
Recognising success
Keeping to time
Strengthening culture Opening communication
Exercising controls Allocating resources
ORGANIZED
EMPATHIC
Reducing risks Controlling quality Streamlining processes
Presentation checklist
Building relationships Corporate citizenship Building teams Accelerating learning
Communication expectations An overview A conceptual framework Frequent & spontaneous tasks
Brief, clear & precise info
Idea chunks
Materials that are direct and to the point
Visuals
Well articulated ideas presented in a logical format
Freedom to explore
Data and fact-based charts Technical accuracy
SYNERGISTIC
Metaphorical examples Long-term objectives
ANALYTICAL
Presentation in alignment with corporate goals & objectives
Connection to the "big picture” Initiative and imagination
Critical Analysis A good debate
Connections to other approaches Appreciates
Appreciates
Efforts to spend time wisely
Minimal details
Step-by-Step unfolding of the topic A written schedule & action plan Thorough, timely and reliable follow through Consistency
Empathy & consideration of their needs
Communication Expectations
Alignment with well established procedures
Explanation of how it will happen References and background info
Involvement with others A good attitude & personal relationship Personal touch & informality Eye-to-eye contact
Assurance that this has been done before
References to people involved
ORGANISED
EMPATHETIC
Very low risk
To know how "others will react" For all to have equal consideration Feelings to be respected
A written communication before session Proof that the "homework" has been thorough
Newness and a "fun" approach
The personal touch/sensitive to feelings
Appreciates
A scheduled appointment
Typical characteristics
Appreciates
Group discussion and consensus A harmonious approach
What I prefer to do at work Keeping current with national and world trends
Gathering facts
Reading signs of coming change
Working with numbers, statistics and data
Working with new ideas and concepts
Measuring performance and identify trends
Understanding environmental effects
Measuring with precision
Inventing innovative solutions to problems
Understanding technical aspects
Developing opportunities to experiment
Making mechanical, electrical and other things work Clarifying issues and identifying problems
ANALYTICAL
SYNERGISTIC
Challenging established policies
Diagnosing and solving problems logically
Selling new ideas
Developing a critical analysis and report
Problem solving in intuitive ways
Formulating a financial analysis and decision
Having fun
Discussing rationally and speaking articulately Establishing and meeting goals and objectives Working with detailed plans and procedures
Developing vision and long term strategies
Preferred Work Activities
Getting people to work together Developing good relations with the community
Identifying plans and results with precision
Developing good relations with customers
Articulating plans in an orderly way
Participating actively in teams
Following policy, procedures and regulations
Persuading and conciliating
Organizing financial and other information
Handling interpersonal problems
Understanding fine print in documents Finding and correcting overlooked flaws
Discovering what competition may do
ORGANISED
EMPATHETIC
Anticipating how others will feel
Maintaining a standard of consistency
Generating enthusiasm and motivation
Seeking highest quality and perfection
Expressing and sharing feelings
Approaching problems practically Minimizing risks Getting things done on time
Noticing non-verbal cues of voice and body Listening effectively Coaching, counselling, teaching and training others
Copyright © 2006, Q3global. All rights reserved.
What causes you stress at work?
Copyright © 2006, Q3global. All rights reserved.
Relationships Full of surprises
Puts logic before sentiment
Spontaneous affection
Financial security before romantic gifts
Likes to spice up love life with fantasies
Critical of partner's behavior Clear headed approach
ANALYTICAL
SYNERGISTIC
Plans things on spur of the moment
Needs to know where relationships is heading
Forgets important details
Proves love in concrete ways
Relationships Prefers stable, long-lasting relationships
Family traditions are important
Very affectionate Passionate, enthusiastic lover Freely expresses and shares feelings
Treasures loyalty Likes to organize holidays and outings
Likes to experiment
ORGANISED
Long suffering Does not like surprises
EMPATHETIC
Sensitive to partner's needs and moods Likes intimate and romantic moments Sensitive - easily hurt by partner's behavior
4 ways of expressing a US telecom Brand An international voice service to 280 + countries and 1000 + cities. 6000 private line network nodes in 52 countries. 1000 frame relay nodes in 40 + countries. 25 billion international voice traffic minutes.
The Brand is transforming the global landscape and redefining the way our customers do business. We intend to be the first carrier to truly deliver on simplicity. The purpose of a communications partner is to inspire communities to do things they never imagined doing before.
The key portfolio components of the Brand are: Inbound Service (CIS), Virtual Network Service (CVNS), Intelligent Network (CIN), Managed IP (MIP), Virtual ISP (VISP), Frame Relay (CFR).
The Brand represents the total knowledge, experience and feelings for all our products. We deliver on our promises and working together we will develop your business success.
A lot of people are struggling with it
Enter ‘Poor Communication Skills
22,800,000 entries 26th June 2015
Communication is about making connections
Brain
Intellectually
People Body Senses
Heart
Emotionally
Generating engagement, collaboration and participation
Planning communication
Effective Communication
Interpersonal
Communication
“I’ll tell you what to do”
“Let me show you how to do it”
“How do you think you should do it?”
“This is how I did it”
How we communicate
Words
Tonality
7%
38%
Body Language
55%
93% non-verbal communication
What we should pay attention to
40%
20%
40%
Passive
Active
Listening
Combat
Conflict
Positive or Negative
How much time do you spend in meetings?
What makes a great meeting?
Two hemispheres
Q3global Results Tree Model ™ - the current reality
Results Actions
What we get What we do
Decisions Behaviors Thinking / Feelings Values / Beliefs
What we choose How we do it
The greatest impact on business Why we do it
Copyright © 2006, Q3global. All rights reserved.
Q3global Results Tree Model ™- the opportunity
Actions
What we do
Decisions
What we choose
Behaviors How we do it
Thinking / Feelings Values / Beliefs Why we do it
Copyright © 2006, Q3global. All rights reserved.
Results What we get
Profitability Execution Productivity Performance Innovation
39
Kathy z z z z z z z z z z z z z z z z
Comes from Boston She is an investment banker Worked for Citibank for 5 years Lives in a 14th floor apartment in Manhattan Pays US$6,000/month rent Married to Pierre He is from Paris, France Works as a creative director He earns US$12,000/month They drive a BMW 3 Series and a Ford Explorer She likes skiing Collects wine Enjoys the theatre, especially musicals Has an 7 year old son called Grant Has a 4 year old daughter called Amy Has two pet dogs called Trixie and Sam
Building the Brand on-line data collection customer enquiry Lead generation customer survey
Policy tracking
Feedback
MF portfolio Self service
Understand need
Topic / Dynamic
MF trading
whatever
PCA "Cause"
Show we're "real" & understand life Brand Financial literacy Community development education
Financial needs analysis module / calculators convenience / 24 hrs staff cost Benefits
Community
Close relationship directly between PCA and customers
Database
Transactional Promotion Proposal
Convenience of transaction
cost & time effective
Selling
Standard info dissemination
access different alliances customer database
Cost effective reach
flexible personalised / customisation
Recruit qualified sales force
prevents customer confusion
create a secondary market
Competitor comparisons to make product choice
Interactive sites
Sales activity chat room
online transactions
Financial advise
sporty
Advisory
online 1x
customer loyalty improve service
contests new customers
analysis recommend (FNA)
community sites consultation
Distribution
commission update Campaign
email agent
promotions (offer) better customer service
Higher conversion rate
prompt notification for payments
Lower cost of acquisition
Develop simpler products for customers
A/C management system benefits
Transactional
cross-selling
data ownership
New ideas
knowing policy status positive customer experience customer
Challenge traditional
progressive changes
Products
Prospects
convenience
Protection for living
customised
website Personalised
Flexible
a/c page
Acquisition retention
Channel
Customer retention
Database Internal
Website
intellectual data bank customers
FNA
Customer
Email
Easy to update
Context training
Discussion forum
Stakeholders
Cost of education Education
distributors
External
cost saving
eCRM
Selling aids
PRU University
Online fulfillment hydrid
personalise attention
Competition analysis
FIN planning
MGM
Promotions
discount Low cost Target
CM empowerment
Acquire new / existing
get cheaper insurance lower premium cost through referra
Web chats X protection
knowing policy status able to serve customer better
Sales support
Services
Distributors
biz info
Value add for traffic Survey & feedback Uniform delivery
cost if transaction for low value customers
60 executives 16 nationalities 12 operations
improve product development
improve perception
Advisory services porfolio tracker, etc.
traffic to site
Brainstorming
MindMaxxing process
™
Q3global MindMaxxing ™ 1 Split into small groups
2 Clarify discussion topic
3 Map individual thoughts
3 min
Topic individual maps 4 Combine In each group
5 min
all group maps into 6 Review consolidated group 5 Consolidate mapping software map
100% involvement and contribution
mindmapping MindMaxxing
tool 39
process
The Power of Questions
Questions “…..the most serious mistakes are not being made as a result of the wrong answers. The truly dangerous thing is asking the wrong questions……” Peter Drucker
How many questions we ask each day
120?
Age
5
60?
4?
8
40+
Questions Asked the WRONG question Asked the RIGHT question
Productivity & Step Up: what should we
Developing an environment for innovation Rate on a scale of 1-5 1 = No - - - - 5 = Yes
Connecting values to decision making
Presentation Basics
What makes a great presentation?
“Simplicity is the key to brilliance.” Bruce Lee
Getting the basics right Presentation basics 1. Audience
to be engaged and won over
2. You
to tell and sell the story
3. Visuals
to support your story
Presentation checklist
Great Presentations Barriers to communication
Presenter
Message
Audience
Background
z
In the mid-1950s, granules similar to those found in endocrine gland cells were observed in endocardial cells from the atria. This was the first indication that the heart also can function as an endocrine organ.
z
Scientists had searched for a long time for “Third Factor,” the factor in addition to GFR and Aldosterone that controlled fluid balance.
z
In 1981, a product of cardiac secretion, atrial natriuretic peptide (ANP) was first described and was subsequently shown to induce natriuresis and vasodilation. It is also an antagonist of the renin-angiotensin-aldosterone system.
z
In 1988, a molecule of the same family was discovered in pig brain and was named BNP (Brain Natriuretic Peptide). This was later found to be produced by ventricular myocardial cells.
z
In 1990, a third peptide, CNP, was discovered in the nervous system and vascular epithelium.
z
Recently, a fourth peptide called DNP has been reported.
Background
BNP
Heart as an Endocrine organ
ANP
CNP
DNP
1950
1981
1990
2004
GFR and Aldosterone plus?
1988
Sir Martin Sorrell – Group CEO - WPP
“””Internal Communications” ”
Sir Ken Robinson
“””…schools killCreativity and Innovation”
You the Presenter ••How
do you look? •Clothes •How do you sound? •What is your body language saying? •Pitch •Tone •Pace
Planning communication
“ Q & A”