The Art of Communication A management consultants view
Dec 17, 2015
The Art of Communication
A management consultants view
Successful communication & conversation
“Without strong communication skills and solid business etiquette, you limit your potential, risk your image, jeopardize relationship that are fundamental to business success.”
Debunking the myth – Hairdressers and opticians?
Clients pay huge sums of money for highly paid magicians to appear and make problems go away with the wave of a wand…
Trusted advisors is engaged because of their ability to listen to a client’s problem,
deconstruct complex issues into tangible
terms and apply their experience to find a mutually beneficial solution. All of these rely on our ability to effectively communicate.
“ Seek first to understand then to be understood”
Franklin Covey
Preparing to communicate
“You cannot not communicate. Everything you do or say, don’t do or don’t say communicates something.”
- A very wise, but anonymous person
Preparing to communicate – pop quiz
WORDS 7%
HEAR 38%
SEE 55%
What's the most effective means of communication?
Words
Listening
Sight
Practice Viewpoint
• Be confident, creative and daring• Be inquisitive & love learning• Be engaging & insightful• Be Different• Read your audience• Be sympathetic to outcomes• Be experiential/anecdotal• Be ‘real’• Be prepared• Be flexible and like the challenge of uncertainty• Listen, listen… speak• Love what you do.. They’ll love who you are• Above all…. HAVE FUN!!!
No ‘I’ in team
F - FunI - IntelligentT - Team Player
When presenting
V - Variety of methodsI - InteractiveV – VisualE - Examples
A word from the wise – McKendry’s pearl
Do
“If you want to learn, take risks and don’t be afraid to try. You cant always do things you know well”
Don’t
“Make sure you manage expectations – don’t promise the universe and deliver an island. Your client comes first, whether that’s external or your manager, VP or colleague”
Preparing to communicate
60 second elevator pitch
Three steps:- Plan (what’s the goal of the meeting)- Prepare (what you want to say)- Preview (all supporting materials)
Successful communication & conversation
VERBAL• In Person/Phone• Volume/Intonation/Pace/Clarity
NON-VERBAL• Written (email, correspondence)• Presence and Body Language• Eye Contact & Handshake• Attire• Perfume/Cologne• Eating
Types of communication
Successful communication & conversation
Arrival
Building Rapport
Effective Listening
Body Language & Eye Contact
Honesty
Follow-up
Interviews
Successful communication & conversation
One Point of Contact
Respect the audience and their time
Confirm details in writing
Honor Your Commitments
Leaving voicemails
Be honest and be fair
Communicating with leadership
Successful communication & conversation
We speak at a rate of 120-150 words per
minute
Brain can process more than 500 words per
minute
Filtering what you hear
Consider speaker’s motivation
Eliminate distractions
Clarify messages with the speaker
Conversation includes listening
CConnect
Consider
Clarify
3
Successful communication & conversation
Cell Phone
Fast Speaking
Interruption
Slang
Eye Contact with Audience
Attire
Common pitfalls
Building relationship
Creating communication that is warm and sincere
establishes rapport and connects with people
Key is to be genuinely interested in getting to meet and
know others (even if only briefly)
It is called Net-work-ing
Networking
Building the relationship
Appropriate dress & hygiene
Business demeanor & manners
Smile, stay connected and upbeat
First to shake hands – firm but relaxed
Initiate & generate conversation
Open ended questions, keep conversation flowing
Remember who you have met
Remember you are a seller and a buyer
Networking Dos
Building the relationshipNetworking Don’ts
Talk too much, or too long to one person
Use poor humor
Check voice or email messages
Drink alcohol in excess
Sit down, flirt, or leave for a smoke
Look around while talking with someone
Approach with questions in restroom
Linger all night when the event is over
Action plans
Career center seminars and training sessions
Toastmasters
Youtube!
Questions?