Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone...

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?