Brian Smith-PLD Brian Smith-PLD http://briansmithpld.com http://briansmithpld.com 1 Put Your Strengths Put Your Strengths To Work For You To Work For You Understanding Behaviour & Understanding Behaviour & How it Impacts Performance How it Impacts Performance
50
Embed
Understanding behaviour & how it impacts performance
I believe we are born a certain style - a certain style of behaving which influences are ability to communicate and interact effectively with others. A strength overused or used in the wrong situation can become a weakness. Learn to modify your behavior to get a more positive result. .
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 11
Put Your Strengths Put Your Strengths To Work For You To Work For You
Understanding Behaviour & Understanding Behaviour & How it Impacts Performance How it Impacts Performance
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 22
AgendaAgenda
Motivation Equation & Attitude Motivation Equation & Attitude Self-Assessment: Dimensions of Self-Assessment: Dimensions of
BehaviourBehaviour Understanding Behaviour & How it Understanding Behaviour & How it
Impacts Performance Impacts Performance The The Art Art of Communicatingof Communicating The 5-Steps to The 5-Steps to Active Active ListeningListening Developing Your Action Plan Developing Your Action Plan
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 33
EQ vs. IQ EQ vs. IQ
Worth Remembering …Worth Remembering …
““We are being judged by a new We are being judged by a new yardstick; not just how smart we are, yardstick; not just how smart we are, or by our training and expertise, but or by our training and expertise, but also by how well we handle ourselves also by how well we handle ourselves and each other.”and each other.”
- Daniel Goleman Ph.D. Harvard- Daniel Goleman Ph.D. Harvard
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 44
Motivation is Inside Out Motivation is Inside Out
Worth Remembering …Worth Remembering …
““The common wisdom is that … The common wisdom is that … managers have to learn to motivate managers have to learn to motivate people. Nonsense – Employees bring people. Nonsense – Employees bring their own motivation”their own motivation”
- Tom Peters - Tom Peters
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 55
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 66
AttitudeAttitude
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 77
The Attitude Challenge The Attitude Challenge
Question:Question:
Who is in control of your attitude?Who is in control of your attitude?
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 88
Attitude is a ChoiceAttitude is a Choice
Worth Remembering …Worth Remembering …
““Everything can be taken away from Everything can be taken away from man but one thing – to choose – man but one thing – to choose – one’s attitude in a given set of one’s attitude in a given set of circumstances, to choose one’s own circumstances, to choose one’s own way.”way.”
- - Viktor FranklViktor Frankl * Mans Search For Ultimate Meaning * Mans Search For Ultimate Meaning
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 99
The Attitude ChallengeThe Attitude Challenge
Everybody has oneEverybody has one No two are exactly the sameNo two are exactly the same It’s 100% in your controlIt’s 100% in your control It’s a matter of choiceIt’s a matter of choice How would the people you work with How would the people you work with
and interact with rate your attitude?and interact with rate your attitude?
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1010
Letting Go & Moving On Letting Go & Moving On
Worth Remembering …Worth Remembering …
““Change what you can … influence what you Change what you can … influence what you
will … and give up the rest” will … and give up the rest”
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1111
BehaviourBehaviour
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1212
Understanding Behaviour Understanding Behaviour
Worth Remembering …Worth Remembering …
““Humans are the only creatures who refuse Humans are the only creatures who refuse
to be who they are.”to be who they are.”
- Albert Camus - Albert Camus
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1313
What Do You See?What Do You See?
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1414
Who Do You See?Who Do You See?
Perception or Reality Perception or Reality
Worth Remembering …Worth Remembering …
““We do not deal in reality only We do not deal in reality only
perception – theirs not yours. “perception – theirs not yours. “
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1515
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1616
Why Behaviour?Why Behaviour?
Behaviour is:Behaviour is:
Observable 20%Observable 20% Situationally-basedSituationally-based FlexibleFlexible DynamicDynamic Based on your Based on your
thoughts and thoughts and beliefsbeliefs
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1717
The Rules About OthersThe Rules About Others
Different is just Different is just that, that, Different.Different.
There is richness in There is richness in diversitydiversity
By understanding By understanding yourself better you yourself better you will learn to will learn to understand othersunderstand others
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1818
DISC Behavioural StylesDISC Behavioural Styles
An Ah-Ha MomentAn Ah-Ha Moment
AwarenessAwareness
Brings Brings
Effectiveness Effectiveness
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 1919
Different StrokesDifferent Strokes
DominantDominant: Quick action, power and : Quick action, power and authority, prestige and challenge. authority, prestige and challenge.
InterpersonalInterpersonal: Entertaining, being : Entertaining, being optimistic, participating in a group.optimistic, participating in a group.
SteadySteady: calm, patient, loyal, a good : calm, patient, loyal, a good listener, specialized skills.listener, specialized skills.
ConscientiousConscientious: Attention to detail, : Attention to detail, very analytical, checks for accuracy. very analytical, checks for accuracy.
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2020
Strengths Become WeaknessesStrengths Become Weaknesses
D:D: who is good at directing and who is good at directing and deciding, may become autocratic.deciding, may become autocratic.
I: I: who is good at promoting and who is good at promoting and persuading, may oversell.persuading, may oversell.
S: S: who is steady and agreeable, may who is steady and agreeable, may give in despite their needs.give in despite their needs.
C:C: who is good at analyzing and who is good at analyzing and checking, may become indecisive.checking, may become indecisive.
Preferred Environment Preferred Environment
Dominant:Dominant: Direct answers, freedom, Direct answers, freedom, many new and varied activities many new and varied activities
Interpersonal:Interpersonal: Popularity, social Popularity, social recognition, gatherings outside work recognition, gatherings outside work
Steadiness:Steadiness: Status quo, predictable Status quo, predictable routines, minimal conflict, balance routines, minimal conflict, balance
Conscientious:Conscientious: Cleary defined Cleary defined expectations, business atmosphereexpectations, business atmosphere
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2121
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2222
Good Habits = Good ResultsGood Habits = Good Results
Worth Remembering …Worth Remembering …
““Excellence is not an act but a habit. Excellence is not an act but a habit.
The things you do the most are the The things you do the most are the
things you do the best.”things you do the best.” - Marva Collins - Marva Collins
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2323
New Beginnings New Beginnings
CC – Commit to a new beginning – Commit to a new beginning
HH – – Habits. Stop one, start another Habits. Stop one, start another
AA – – Action not words Action not words
NN – – Never give upNever give up
GG – – Goal oriented. Set targetsGoal oriented. Set targets
E E – – Evaluate your planEvaluate your plan
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2424
There are no Silver BulletsThere are no Silver Bullets
Change the habit – change the resultChange the habit – change the result
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2525
The The Art Art of of
CommunicatingCommunicating
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2626
The The ArtArt of Communicating of Communicating
Worth Remembering …Worth Remembering …
““No one has ever harmed their No one has ever harmed their stomach by swallowing evil words stomach by swallowing evil words unsaid.”unsaid.”
- Sir Winston Churchill- Sir Winston Churchill
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2727
The The ArtArt of Communicatingof Communicating
Question:Question:
On a percentage basis how much do On a percentage basis how much do you think we communicate by the you think we communicate by the actual words we say?actual words we say?
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2828
The The ArtArt of Communicating of Communicating
Answer:Answer:
1.1. Actual Words _____ %Actual Words _____ %
2.2. Voice Tonality _____ %Voice Tonality _____ %
3.3. Body Language _____ %Body Language _____ %
* Based on the work of Dr. Ralph Nichols – “Are You Listening?”* Based on the work of Dr. Ralph Nichols – “Are You Listening?”
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 2929
The The ArtArt of Communicating of Communicating
Worth Remembering …Worth Remembering …
““I know you believe you understand I know you believe you understand what you think I said, but I’m not what you think I said, but I’m not sure you realize that what you heard sure you realize that what you heard is not what I meant.”is not what I meant.”
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3030
The Communication ProcessThe Communication Process
The sender of the messageThe sender of the message The message itselfThe message itself The channel used to deliver the The channel used to deliver the
messagemessage The receiver of the messageThe receiver of the message
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3131
The Decoding ProcessThe Decoding Process
1.1. Sensing or becoming aware of the Sensing or becoming aware of the message;message;
2.2. Interpreting and understanding the Interpreting and understanding the meaning and purpose;meaning and purpose;
3.3. Evaluating to respond or act upon;Evaluating to respond or act upon;
4.4. Responding by performing an Responding by performing an action, changing a behaviour or action, changing a behaviour or sending a message.sending a message.
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3232
The The Art Art of Communicatingof Communicating
You cannot You cannot not not communicatecommunicate Whenever contact is made Whenever contact is made
communication occurscommunication occurs Meanings are in people not in wordsMeanings are in people not in words All types of communications are All types of communications are
received but 70 to 90% are screened received but 70 to 90% are screened out or changed by the receiver. out or changed by the receiver.
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3333
The The ArtArt of Communicating of Communicating
Worth Remembering …Worth Remembering …
““If the essence of communication is to If the essence of communication is to send the message and have it received send the message and have it received as it was intended; then you must keep as it was intended; then you must keep in mind that you’re not the most in mind that you’re not the most important person in the conversation.”important person in the conversation.”
- Brian Smith - Brian Smith
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3434
Green Light ResponseGreen Light Response
OKOK HmmmHmmm I understandI understand Uh huhUh huh YesYes NodNod
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3535
Yellow Light ResponseYellow Light Response
Reflective Listening – “So if I Reflective Listening – “So if I understand you correctly, …”understand you correctly, …”
““Tell me more about …”Tell me more about …” Other probing questions which help Other probing questions which help
you to understand and which let the you to understand and which let the receiver knowreceiver know
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3636
Red Light ResponseRed Light Response
““Based on what you’ve said, I Based on what you’ve said, I recommend …. Would you like me to recommend …. Would you like me to proceed? (Gets a Yes or No and proceed? (Gets a Yes or No and promotes dialogue)promotes dialogue)
““Am I making myself clear?” or Am I making myself clear?” or “Have I explained that properly?” “Have I explained that properly?” (Gets a Yes or No and promotes (Gets a Yes or No and promotes dialogue)dialogue)
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3737
ActiveActive Listening Listening
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3838
ActiveActive Listening Listening
Worth Remembering …Worth Remembering …
““We have two ears but only one We have two ears but only one mouth. Some people suggest that’s mouth. Some people suggest that’s because we should spend twice as because we should spend twice as much time listening as opposed to much time listening as opposed to talking. Others suggest it’s because talking. Others suggest it’s because listening is twice as hard.”listening is twice as hard.”
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 3939
* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening” * Based on the research of Dr. Ralph Nichols. Author of “Are You Listening”
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 4040
ActiveActive Listening Listening
A recent survey revealed:A recent survey revealed:
Individuals listen about 25% of the Individuals listen about 25% of the timetime
Most people recall only 50% of what Most people recall only 50% of what they hearthey hear
70% of all misunderstandings 70% of all misunderstandings happen because people do not listen happen because people do not listen to each otherto each other
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 4141
We We AllAll Suffer From Tune-Out Suffer From Tune-Out
We have the ability to listen at a rate We have the ability to listen at a rate of ___ to ___ words per minute. of ___ to ___ words per minute.
We can speak at a rate of ___ to ___ We can speak at a rate of ___ to ___ words per minute. words per minute.
That means we can tune-out up to That means we can tune-out up to ___ words per minute.___ words per minute.
* Based on the research of Dr. Ralph Nichols. Author of “Are You Listening?” * Based on the research of Dr. Ralph Nichols. Author of “Are You Listening?”
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 4242
Are You Listening?Are You Listening?
Take out six letters and it will reveal Take out six letters and it will reveal a very popular word.a very popular word.
What word did it reveal? What word did it reveal?
SBXNIAELTASREANTSSBXNIAELTASREANTS
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 4343
Listening StylesListening Styles
Which one are you?Which one are you?
1. The Presumer: Jumps to conclusions
2. The Selective: Zeros in on a word or phrase
3. The Partial Attender: Focuses on what they are going to say.
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 4444
Good Listening HabitsGood Listening Habits
1.1. Patience: Patience: Be patient with yourself Be patient with yourself and the speaker. Do not interrupt.and the speaker. Do not interrupt.
2.2. Focus: Focus: Send verbal and non-verbal Send verbal and non-verbal cues to the sender.cues to the sender.
3.3. Open-mindedness: Open-mindedness: Don’t become Don’t become emotional. React and respond to emotional. React and respond to what is being said, not the speaker. what is being said, not the speaker.
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 4545
Active Active ListeningListening
Worth Remembering …Worth Remembering …
““There is no such thing as a bad There is no such thing as a bad listener … There is only a person with listener … There is only a person with
FF – – Friendly: Smile and say helloFriendly: Smile and say hello
OO – – Observant: Help people in needObservant: Help people in need CC – – Confident/Competent: Be a ProConfident/Competent: Be a Pro UU – – Understanding: See it from their sideUnderstanding: See it from their side
SS – – Sincere: Be genuine – show interestSincere: Be genuine – show interest
EE – – Energized: Be enthusiasticEnergized: Be enthusiastic
DD – – Dependable: Mean what you say Dependable: Mean what you say
Thank You Thank You
Did you get your WIIFM?Did you get your WIIFM?
Brian Smith-PLD Brian Smith-PLD http://briansmithpld.comhttp://briansmithpld.com 5050