leadership communication for the pocc: essential skills for dealing successfully with anyone...
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Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick ImportESI, Charlottesville, VA
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Agenda
11:00am-12:00pm………
12:00-1:00pm……………
1:00-2:00pm……………..
Understand First
Lunch
Be Understood
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
POCC Profile: Rick’s Perception
• Attention to detail• Efficient• Organized• Time efficient
• High standards• High expectations• Wears lots of hats• Wicked Awesome
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Today’s Goals
• Professional Side– Reduced conflict and stress – Increase accuracy– Consistent operator
compliance– Results without demanding– Faster solutions to
challenges– Develop people who want
to help
• Personal Side– Reduced conflict and stress– More willing compromise– More understanding– More open frank discussions
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
One-way vs. Two-way communication
• Quicker• Easier on the deliverer• Harder on the recipient• Results in less precise
results
• Takes more time• Harder for the deliverer• Easier on the recipient• Results in much more
precise results
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Our Impressions
• Based on our life’s experiences
• No two people with the same experiences
• We have different impressions of the same exact thing
• Impressions are based on our own perspectives
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Communication land mines
• When we make judgments too soon
• When we advise without knowing their perspective
• When we try to change someone’s perspective
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Communication 101
Listen without judging
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
How we respond
• We Evaluate: Agree or disagree• We Probe: Ask questions …from our
own perspective• We Advise: Also from our own
perspective• We Interpret: Figure out people’s
motives and behavior - also from our perspective
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Types of Listening
PretendingScene: Husband is reading paper at table, facingaway from doorway. Wife steps into doorway.………………Wife: Honey, does this dress make me look fat?Husband (Keeps reading): You betcha.Announcer: In the time it takes to pull out thesleep-sofa, you can get a free auto insurancequote from Geico.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Selective Listening
…………..Husband and wife in car.
Wife: While I work on the invitations, can you
Pick up 400 pounds of sugar, 76 bulbs of garlic,
and a couple of gallons of Pepto Bismol? Oh,
and get some chips and stuff for the game tonight.
Husband: What time’s the game?
Types of Listening
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Attentive ListeningYoung married couple in restaurant…………Wife: I got a lot done today, honey. I interviewed threepediatricians, put in for a leave in 9 months, and cleaned out the entire study. Honey, do you know what I’msaying?Husband, staring into her eyes: Yeah. You interviewedthree pediatricians, put in for a leave in 9 months, andcleaned out the entire study. You did get a lot done.Can you pass the salt?
Types of Listening
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Reloading:
Instead of listening, we’re thinking
about what we’re going to say.
Types of Listening
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Active Listening: Four phases1. Repeat the content
• Least effective, but gets you to listen.
2. Rephrase the content• You’re thinking about what they’ve said. They know
you’re listening
3. Reflect feeling• Right brain kicks in. Shows concern
4. Rephrase the content and reflect feeling• You’re sincerity shows, barriers disappear
Types of Listening
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Active Listening
• Mary’s Keys to successful communication– She showed she was engaged immediately– She didn’t judge – verbally or non-verbally.
This is absolutely essential.– She didn’t respond from her perspective.
This is all about Barbara.– She gave Barbara total freedom to speak
her heart.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Understand first, then be understood.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Lunch: Practice suggestions
For participants who have identifiedcommunication issues:• If you could resolve the issue, what would be the
ultimate goal?• How could the goal benefit the other person?
• Form Groups of three– Designate on person who will speak
to the other two
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
I’m not angry
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Hold on a second.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Bodyspeak
• Introductions
• Credibility
• The smile
• Deep Breath
• Eyes and you’s
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Your Words
• Not what you say
• Lead with “You”
• “Ummm, like wow”
• The end is near
• Sow some seeds for tomorrow’s communication
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Understand first, then be understood.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Questions?