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DALE CARNEGIE TRAINING
Building Relationships
ThroughEffective Communications
Jeff Shimer
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DALE
CARNEGIE
TRAINING
Janet the“Nice Auditor”
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DALE CARNEGIE TRAINING
Hierarchy of Needs
Survival
Security
Belonging
Importance
Self-actualization
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DALE CARNEGIE TRAINING
Interactive Communication
Interactivecommunicationtypically includes:
Phone callsGroup meetings
1 on 1 meetings
TeleconferencesVideo conferencing
Message
Feedback
ReceiverSender
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DALE CARNEGIE TRAINING
Strength-Centered Compliments
ThingsAccomplishments or Actions
Personal Traits
What To Compliment:
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DALE CARNEGIE TRAINING
Credible Praise
For the highest credibility, combine the
noting of specific accomplishments
with recognition of the person’s
personal qualities, strengths and
traits that made those
accomplishments possible
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DALE CARNEGIE TRAINING
Strength-Centered Compliments
Accomplishment or ActionPersonal Trait
Evidence
Ask a Question
How To Compliment:
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DALE CARNEGIE TRAINING
Showing Appreciation
“One strength or quality I see in you is…
The reason I say that is…”
Or
“You did ___ very well because….
The strength you have shown here is…”
Ask a question to get them talking
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DALE CARNEGIE TRAINING
Cushions
Build Rapport
Soften Resistance
Show Respect
Avoid “But”
& “However”
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DALE CARNEGIE TRAINING
Selling Your Ideas
A Quick Quiz
Ask Questions
Talk in Terms of Their Interests
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DALE CARNEGIE TRAINING
Levels of Listening
Ignore
Pretend
Selectively
Attentively
Empathetic
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DALE CARNEGIE TRAINING
LADDER to Listening
Look at the Other Person
Ask Questions
Don’t Interrupt Don’t Change the Subject
Express Emotion w/ Control
Respond Appropriately
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DALE CARNEGIE TRAINING
The Difference...
Listening to Learn
Lis tening to Respond
VS.
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DALE CARNEGIE TRAINING
People Support a WorldThey Help Create
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DALE CARNEGIE TRAINING
Strengthen Relationships
Don’t criticize, condemn or complain
Give honest, sincere appreciation
Arouse in the other person aneager want
Become genuinely interested in
others Smile
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DALE CARNEGIE TRAINING
Strengthen Relationships
Remember names
Be a good listener
Talk in terms of the other person’s
interests
Make the other person feel important
and do it sincerely.
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Maintaining Accountability
TheProcess
Usersof the
Process
Ownersof the
Process
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DALE CARNEGIE TRAINING
Holding People Accountable
Put it limbo
No decisions are made
Establish accountability Accountability is assigned to
another person
Buy it back
Delegation is negated
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Cycle of Accelerated Learning
Habit
Skill
Attitude
Knowledge
Need to
Want to
Can do
Will doShow me how
Right
with strong coaching
The knowledge trap
Fundamentals
Concepts
PrinciplesPractice
More coaching
Feedback
Follow-up
Accountability
MeasurementRecognition
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DALE CARNEGIE TRAINING
Today’s Business Reality
Time
QualityCost
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DALE CARNEGIE TRAINING
Tyranny of the Urgent
Urgent Not Urgent
Important
Not Important
ICrisis
DeadlinesMeetingsRepairs
II PlanningClarifying Values
RelationshipsVision
Process-Improvement
IIIPhone calls
InterruptionsMail
ReportsDrop-ins
IVTrivia
“Escapes” Junk Mail
Busy Work