ISO-404-PD-EV-0705-V6.1. Learn methods to connect with others Familiarize ourselves with the Five Drivers of Success Expand our capacity to achieve our.

ISO-404-PD-EV-0705-V6.1

The Dale Carnegie Course®

Effective Communications

and Human Relations

• Learn methods to connect with others

• Familiarize ourselves with the Five Drivers of Success

• Expand our capacity to achieve our vision by committing to breakthroughs

— Rosabeth Moss Kanter

Build a Foundation for Success 1A

Learning Objectives

“A vision is not just a picture of what could be; it is an appeal to our better selves, a call to become something more.”

Break the Ice in Business Relationships

“My Name is …”

“My Name is …”

(“First Name”)(“First

Name”)

(“Last Name”)(“Last

Name”)

Stating Your Name with Impact

Pause

Part

Punch

Cycle of Performance Improvement

Knowledge Trap

NeedWantCanWillAttitude

Know HowPractice

Skill

FeedbackAccountabi

litySupport

Practice with

Coaching

Fundamental

Concepts &

Principles

Memory Linking Technique

The mind has the ability to think in terms of pictures.

The more exaggerated the picture, the easier it is to remember.Linking pictures maximizesretention.

1

2

3

1 Stop

Communication Fundamentals for Building Trust

Be a good listener

Look

Listen

Name


Use conversation

“links”

Home & Family

Work

Travel

Hobbies

Ideas

2

Who


Show genuine interest

What

Where

When

Why

How

3

Program Objectives

Build Greater Self-Confidence

Strengthen People Skills

Enhance Communication Skills

Develop Leadership Skills

Reduce Stress and Improve our Attitude

—Jack Welch“Giving people self-confidence is by far the most important thing that I can do. Because then they will act.”

Create a Vision

(3-6 months from now…)

“I am…”

Powerful Language

Present Tense

Positive Images

— Dale Carnegie

Recall and Use Names 1BLearning

Objectives

“Remembering names is only an offshoot of the desire to remember the people behind the names. Otherwise remembering names becomes a kind of gimmick, merely to prove our prowess…”

• Focus on people as individuals

• Create positive first impressions

• Use methods for remembering names

Name Remembering Formula

Look and Listen

Impression

Repetition

Association

L

I

R

A

Name Remembering Tools (1)

Person

Action

Color

Exaggeration

P

A

C

E

Name Remembering Tools (2)

BusinessRhyme

Mind PictureSimilar Name

BR

M

S

A

M

AppearanceMeani

ng

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Apply a process for memory improvement

• Become familiar with the principles for improving human relations

• Identify opportunities for improving business relationships

— Mother Teresa

Build on Memory Skills and Enhance Relationships 2A

Learning Objectives

“Kind words can be short and easy to speak, but their echoes are truly endless.”

Peg Words 1-9

Run

Zoo

Tree

Door

Hive

Sick

Heaven

Gate

Wine

One

Two

Three

Four

Five

Six

Seven

Eight

Nine

Permanent Peg Memory System

Concept

• PPN• PPW• PPP

Memory Constants

ACME

Glue

Enhance Relationships Principles (1)

Don’t criticize, condemn, or complain.

Give honest, sincere appreciation.

Arouse in the other person an eager want.

Become genuinely interested in other people.

Smile.

1

2

3

4

5

Enhance Relationships Principles (2)Remember that a person’s name is to that person the sweetest and most important sound in any language.

Be a good listener. Encourage others to talk about themselves.

Talk in terms of the other person’s interests.

Make the other person feel important – and do it sincerely.

6

7

8

9

Enhance Relationships

Des

ired

Res

ult O

pposite Eff

ect

Focus

Resen

tmen

t Com

plian

ce

Indiff

erence

Enhance Relationship

sRap

por

t In

fluen

ce

Lead

Gain Cooperatio

n

Be a Leader

My Relationship Map

Me

I Report to

Peers

People who

report to me

My Suppliers

Customers

Community

Business Communi

ty

Family

Commit to Enhance Relationships

Person at work with whom I want a stronger relationship

How this relationship is important to my goalsThe breakthrough I desirePrinciples that will helpWhat I will do differently

Impact on my vision

• Use our experiences to communicate more confidently

• Communicate with clarity and conciseness

• Discover how past experiences influence behavior

— Dale Carnegie

Increase Self-Confidence 2BLearning

Objectives

“Your purpose is to make your audience see what you saw, hear what you heard, feel what you felt.”

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Plan and prepare to reach breakthrough enthusiasm goals

• Demonstrate how changing our attitudes can alter behaviors

• Understand how enthusiasm helps us achieve our visions

— William James

Put Enthusiasm to Work 3ALearning

Objectives

“Action seems to follow feeling, but really action and feeling go together.”

Enthusiasm

Set and Accomplish

Goals

The Little Recognized Secret of Success

Practice Better Human

Relations

Control StressFeel Better–

More Confident Become More Results-Oriented

Develop Leadership

Ability Accomplish More Each Day

• Improve attitudes by acknowledging our successes

• Focus on our strengths and the strengths of others

• Enhance our professional communication skills

— Thomas Edison

Recognize Achievements 3BLearning

Objectives

“If we all did the things we are capable of doing, we would literally astound ourselves.”

Exhibit Guidelines

Pick up your exhibit only when you are ready to use it.Hold your exhibit high enough so all can see it.Hold your exhibit so it does not hide your face.

Talk to the audience, not the exhibit.

When you are finished with your exhibit, put it aside.

Fundamentals of Communication

Earned the rightE ...through study and

experience

ExcitedE ...with positive

feeling about your subject

EagerE

...to project the value to your listener

The Magic Formula

Time: 2 minutes

Incident1 minute, 50 seconds

Action5 seconds

Benefit5 seconds

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Recognize the impact negative stress has on our results and effectiveness

• Commit to using concepts and principles to better handle stress

• Discover more effective ways for business professionals to prepare for and address challenges

“Those who do not know how to fight worry die young.”

4ALearning

Objectives

Put Stress in Perspective

— Dr. Alexis Carrel

Managing Stress Principles

Discussion:1. Which principles will work best in

my environment (work/home/school)?

2. Which do you believe will provide the “best return on investment” when properly applied?

3. How can applying these principles help us deal with stress levels more effectively?

Fundamental Principles for Overcoming Worry

Live in “day-tight compartments.”

How to face trouble:

Ask yourself, “What is the worst that can possibly happen?”

Remind yourself of the exorbitant price you can pay for worry in terms of your health.

1

2

3

Prepare to accept the worst.Try to improve on the worst.

Basic Techniques in Analyzing Worry

Get all the facts.

Weigh all the facts—then come to a decision.

Once a decision is reached, act!

1

2

3Write out and answer the following questions:4

What is the problem?

What are the causes of the problem?

What are the possible solutions?

What is the best possible solution?

Break the Worry Habit Before It Breaks You

Keep busy.

Don’t fuss about trifles.

Use the law of averages to outlaw your worries.

1

2

3

Cooperate with the inevitable.4

Decide just how much anxiety a thing may be worth and refuse to give it more.

Don’t worry about the past.

5

6

Cultivate a Mental Attitude that Will Bring You Peace and Happiness

Expect ingratitude.

1

2

3

4

Do not imitate others.

Try to profit from your losses.

5

6

Fill your mind with thoughts of peace, courage, health and hope.

Never try to get even with your enemies.

Count your blessings—not your troubles.

Create happiness for others.7

Manage Stress

The Perfect Way to Conquer Worry—Pray

Remember that unjust criticism is often a disguised compliment.

Don’t Worry About Criticism

1

2

3

Do the very best you can.

Analyze your own mistakes and criticize yourself.

Prevent Fatigue and Worry and Keep Your Energy and Spirits High

(1)

Rest before you get tired.1

2

3

Learn to relax at your work.

Protect your health and appearance by relaxing at home.

Prevent Fatigue and Worry and Keep Your Energy and Spirits High

(2)

Put enthusiasm into your work.5

6 Don’t worry about insomnia.

When you face a problem, solve it then and there if you have the facts necessary to make a decision.

Learn to organize, deputize and supervise.

4 Apply these four good working habits:Clear your desk of all papers except

those relating to the immediate problem at hand.Do things in the order of their importance.

• Persuasively communicate in a clear and concise way so people are moved to action

• See how consistent application of the Human Relations Principles improves results

• Discover how relationships help us advance toward our goals

Motivate Others and Enhance Relationships 4BLearning

Objectives

— Dale Carnegie

“Excitement radiates through your eyes, your face, your voice, your soul, and your whole personality.”

Enhance Relationships

Des

ired

Res

ult O

pposite Eff

ect

Focus

Resen

tmen

t Com

plian

ce

Indiff

erence


sRap

por

t In

fluen

ce

Lead

Gain Cooperatio

n

Be a Leader

Fundamentals of Communication

Earned the rightE ...through study and

experience

ExcitedE ...with positive

feeling about your subject

EagerE

...to project the value to your listener

The Magic Formula

Time: 2 minutes

Incident1 minute, 50 seconds

Action5 seconds

Benefit5 seconds

Human Relations Award

Demonstrates by preparation, content and delivery, the effective application for

the assigned HR Principles (1-9);

Reports on results of a commitment made during the training (Session 2);

Motivates you to continue to practice the principles

Enhance Relationships Principles (1)

Don’t criticize, condemn, or complain.

Give honest, sincere appreciation.

Arouse in the other person an eager want.

Become genuinely interested in other people.

Smile.

1

2

3

4

5

Enhance Relationships Principles (2)Remember that a person’s name is to that person the sweetest and most important sound in any language.

Be a good listener. Encourage others to talk about themselves.

Talk in terms of the other person’s interests.

Make the other person feel important – and do it sincerely.

6

7

8

9

Gain Willing Cooperation

Des

ired

Res

ult O

pposite Eff

ect

Resen

tmen

t Com

plian

ce

Indiff

erence

Rap

por

t In

fluen

ce

Lead

Focus


s

Gain Cooperatio

n

Be a Leader

Gain Willing Cooperation (1)

The only way to get the best of an argument is to avoid it.

Show respect for the other person’s opinion. Never say, “You’re wrong.”

If you’re wrong, admit it quickly and emphatically.

Begin in a friendly way.

10111213


Get the other person saying “yes, yes” immediately.

Let the other person do a great deal of the talking.

Let the other person feel the idea is his or hers.

Try honestly to see things from the other person’s point of view.

14151617


Be sympathetic with the other person’s ideas and desires.

Appeal to nobler motives.

Dramatize your ideas.

Throw down a challenge.

18192021

Peg Words 10-21TenElevenTwelveThirteenFourteenFifteenSixteenSeventeenEighteenNineteenTwentyTwenty-one

DenFootball ElevenShelfHurtingSortingLiftingLickingMovie ScreenWaitingShiningHorn of PlentyDueling Gun

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Recognize that including action in our communications releases nervous energy

• Become more natural when communicating with others

• Become more animated to energize and engage others

— Anonymous

Energize Our Communications 5A

Learning Objectives

“Actions speak louder than words.”

I Know People ...

I know people in the ranks,

who are going to rise in the ranks.

Why? I’ll tell you why!

Simply because they use their abilities to get

things done!

Language easily understood

Illustrations to clarify

Organize thoughtsNarrow subject to key points

Make Our Ideas Clear

LIONS Approach

Summarize key points

L

I

O

N

S

Exhibit Guidelines

Pick up your exhibit only when you are ready to use it.Hold your exhibit high enough so all can see it.Hold your exhibit so it does not hide your face.

Talk to the audience, not the exhibit.

When you are finished with your exhibit, put it aside.

• Display increased levels of courage, confidence, and conviction

• Effectively tap our reserve power

• Develop a greater freedom for self-expression

— Dale Carnegie

Unleash Our Full Potential 5BLearning

Objectives

“History has repeatedly been changed by people who had the desire and the ability to transfer their convictions and emotions to their listeners.”

Crashing Through Award

Demonstrates courage, flexibility and risk-taking

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Demonstrate clarity when giving directions

• Learn to present information in a logical sequence

• Reinforce the value of demonstrations when explaining information

— Tracy Gross

Make Our Ideas Clear 6ALearning

Objectives

“If you are going to reinvent your organization, then in order to succeed, you must reinvent yourself.”

Language easily understood

Illustrations to clarify

Organize thoughtsNarrow subject to key points

Make Our Ideas Clear

LIONS Approach

Summarize key points

L

I

O

N

S

• Communicate effectively in impromptu situations

• Apply methods that assist in communicating with clarity and conviction

• Recognize the value of presenting our ideas with confidence

Think On Our Feet 6BLearning

Objectives

— Dale Carnegie

“The more such practice (impromptu speaking) a person gets the better he will be qualified to meet the real situations that may arise when he has to speak “for keeps” in his business and social life.”

Topic

Impromptu Speaking Process

Experience

Speak

Mid-Point Evaluation

Are you making progress toward your vision?Why or why not?

What will you do throughout the rest of the training to continue to work toward your vision?

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Influence people through trust and respect

• Achieve cooperation versus compliance

• Discover the power of finding points of agreement

Gain the Willing Cooperation of Others 7A

Learning Objectives

— Patrick Lencioni

“… teamwork begins by building trust. And the only way to do that is to overcome your need for invulnerability.”

Gain Willing Cooperation

Des

ired

Res

ult O

pposite Eff

ect

Resen

tmen

t Com

plian

ce

Indiff

erence

Rap

por

t In

fluen

ce

Lead

Focus


s

Gain Cooperatio

n

Be a Leader


The only way to get the best of an argument is to avoid it.

Show respect for the other person’s opinion. Never say, “You’re wrong.”

If you’re wrong, admit it quickly and emphatically.

Begin in a friendly way.

10111213


Get the other person saying “yes, yes” immediately.

Let the other person do a great deal of the talking.

Let the other person feel the idea is his or hers.

Try honestly to see things from the other person’s point of view.

14151617


Be sympathetic with the other person’s ideas and desires.

Appeal to nobler motives.

Dramatize your ideas.

Throw down a challenge.

18192021

• Understand the principles to demonstrate leadership

• Explore methods to minimize resistance

• Discover how to coach for improved performance

Commit to Influence Others 7BLearning

Objectives

— J.C. Watts“Everyone tries to define this thing called character. It’s not hard. Character is doing what’s right when nobody’s looking.”

Demonstrate Leadership

Des

ired

Res

ult O

pposite Eff

ect

Resen

tmen

t Com

plian

ce

Indiff

erence


sRap

por

t In

fluen

ce

Lead Gain

Cooperation

Focus Be a

Leader

Demonstrate Leadership Principles (1)

Begin with praise and honest appreciation.

Call attention to people’s mistakes indirectly.

Talk about your own mistakes before criticizing the other person.

Ask questions instead of giving direct orders.

2223242526

Let the other person save face.


Praise the slightest improvement and praise every improvement. Be “hearty in your approbation and lavish in your praise. ”

Give the other person a fine reputation to live up to.

Use encouragement. Make the fault seem easy to correct.

Make the other person happy about doing the thing you suggest.

27282930

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Concentrate on the strengths of others

• Develop skills in giving and receiving positive feedback

• Discover the value of sincere appreciation

Build Others Through Recognition 8A

Learning Objectives

— William James

“The deepest principle in human nature is the craving to be appreciated.”

Positive Feedback

Some ThingT

A Accomplishment

P Personality trait

E Use Evidence

Expressing Positive Feedback

Be Sincere

not manipulative

Be Specific

provides meaning

Be Brief

for clarity

Be Quiet

allows recipient to accept it

Receiving Positive Feedback

First response should be, “Thank You”

Some don’ts

Non-verbal body language and facial

expressions

• Realize that we are responsible for our attitudes

• Use positive “self-talks” to increase our confidence

• Discover the benefits of being proactive

Realize the Power of Enthusiasm 8B

Learning Objectives

— William Lyon Phelps

“One of the chief reasons for success in life is the ability to maintain a daily interest in one’s work, to have a chronic enthusiasm.”

Enthusiasm

Set and Accomplish

Goals

The Little Recognized Secret of Success

Practice Better Human

Relations

Control StressFeel Better–

More Confident Become More Results-Oriented

Develop Leadership

Ability Accomplish More Each Day

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Positively influence the attitudes of others

• Use positive approaches when coaching people

• Deal with challenging situations more effectively

Demonstrate Leadership 9ALearning

Objectives

— Lowell Thomas

“Do a little more each day than you think you possibly can.”

Demonstrate Leadership

Des

ired

Res

ult O

pposite Eff

ect

Resen

tmen

t Com

plian

ce

Indiff

erence


sRap

por

t In

fluen

ce

Lead Gain

Cooperation

Focus Be a

Leader


Begin with praise and honest appreciation.

Call attention to people’s mistakes indirectly.

Talk about your own mistakes before criticizing the other person.

Ask questions instead of giving direct orders.

2223242526

Let the other person save face.


Praise the slightest improvement and praise every improvement. Be “hearty in your approbation and lavish in your praise. ”

Give the other person a fine reputation to live up to.

Use encouragement. Make the fault seem easy to correct.

Make the other person happy about doing the thing you suggest.

27282930

Human Relations Champion

Opposite Eff

ectDes

ired

Res

ult

Resen

tmen

t Com

plian

ce

Indiff

erence


sRap

por

t In

fluen

ce

Lead Gain

Cooperation

Be a Leader

EvidenceDemonstrationsD

EF

EA

TS

Examples Fact

s Exhibits Analogi

es Testimonials Statisti

cs

Doubt

• Implement a wider range of communication skills

• Understand the power of risk-taking

• Become more open-minded to change and opportunity

Develop More Flexibility 9BLearning

Objectives

— Dale Carnegie

“Take a chance! All of life is a chance. The man who goes furthest is generally the one who is willing to do and dare. The “sure thing” boat never gets far from the shore.”

How People View Us

What We Do How We Look

What We Say How We Say It

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Demonstrate a process to organize our thoughts in impromptu situations

• Communicate our ideas effectively even when we disagree

• Strengthen our personal opinions with evidence

Disagree Agreeably10ALearning

Objectives

— Winston Churchill

“One man with convictions will overwhelm a hundred who have only opinions.”

What do I think?Why do I think that?What evidence do I have?My example is…The evidence shows me that…Therefore, I believe…

Think

Speak

1-4 seconds for “reflection”

Responding Effectively in Impromptu Situations

CushionCushion Your

ResponseAvoid Using

I hear you saying …

I understand you said…

I appreciate your view on …

That’s an interesting point of view …

But …

However …

Nevertheless …

EvidenceDemonstrationsD

EF

EA

TS

Examples Fact

s Exhibits Analogi

es Testimonials Statisti

cs

Doubt

Disagree Agreeably

What do I think?Why do I think that?What evidence do I have?My example is…The evidence shows me that…Therefore, I believe…

Think

Speak

1-4 seconds for “reflection”

Cushion

BDisagree Agreeably

Cushion, Evidence, Opinion

(One Minute)

Disagree Agreeably—Practice

Trainer (State Topic)

AOpinion Giver

(15 seconds)

CCoach

(Feedback to both)

“Cushion” your

response


Opposite Eff

ectDes

ired

Res

ult

Resen

tmen

t Com

plian

ce

Indiff

erence


sRap

por

t In

fluen

ce

Lead Gain

Cooperation

Be a Leader

• Increase our ability to control worry and stress

• Learn from others how to confront our fears

• Recognize that we can triumph over adversity

Manage Our Stress10BLearning

Objectives

—Peter B. Myers

“Much of the stress in our world is a result of misunderstandings among generally well-intentioned people.”

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Form a habit of applying principles to win friends and influence people

• Inspire others to achieve similar results through application of the principles

• Champion human relations to increase productivity and efficiency

—Bernard Montgomery

Be a Human Relations Champion

11ALearning

Objectives

“Leadership is the capacity and the will to rally men and women to a common purpose and the character which inspires confidence.”


Opposite Eff

ectDes

ired

Res

ult

Resen

tmen

t Com

plian

ce

Indiff

erence


sRap

por

t In

fluen

ce

Lead Gain

Cooperation

Be a Leader

• Communicate with strong and powerful feelings

• Connect with others on an emotional level

• Inspire others to think and act differently

Inspire Others11BLearning

Objectives

— Dale Carnegie“Mix judgment with ambition and season it with energy. It makes a splendid recipe for success.”

Celebrate Achievements

What breakthroughs have I experienced?

What am I doing differently as a result of something I learned?

What have I done that I am proud of?

What progress have I made toward my vision?

Celebrate Achievements Report Structure:

First 20 seconds: Recap vision from beginning of course

2 minutes: Communicate major benefits derived from being active in the course (magic

formula structure—incident, action benefit)

Final 40 seconds: Segue into your vision for the next six months with the words “I am . . . . "

Renew Our Vision

Powerful Language

Present Tense

Positive Images

Invite Guests to the Next Session!

Celebrate your personal and

professional growth.

Be proud of your accomplishments.

We are proud of you!

Presented to the person who:

Demonstrates significant personal and professional development.

Exemplifies the principles of Dale Carnegie Training®

Highest Award for Achievement

ISO-404-PD-EV-0705-V6.1



and Human Relations

• Recognize breakthroughs resulting from this program

• Inspire and motivate others by communicating our visions

• Commit to continuous improvement

Celebrate Achievements and Renew Our Vision 12

Learning Objectives

— Joel Arthur Barker

“Vision without action is merely a dream. Action without vision just passes the time. Vision with action can change the world.”

Highest Award for Achievement

Presented to the person who:

Demonstrates significant personal and professional development.

Exemplifies the principles of Dale Carnegie Training®

Program Objectives

Build Greater Self-Confidence

Strengthen People Skills

Enhance Communication Skills

Develop Leadership Skills

Reduce Stress and Improve our Attitude

—Jack Welch“Giving people self-confidence is by far the most important thing that I can do. Because then they will act.”

ISO-404-PD-EV-0705-V6.1



and Human Relations

ISO-404-PD-EV-0705-V6.1. Learn methods to connect with others Familiarize ourselves with the Five Drivers of Success Expand our capacity to achieve our.

Documents

relationships principles

memory skills

use names

building trustbe

stopcommunication fundamentals

human relations17

peg words

attitudefive drivers