Effectively

Communicating

with our

BusinessesSarah CrossEnvironmental Health Officer

Explore the impact regulators have on a business

Understand the impression we create

Enable us to get our message across and ‘sell’ compliance

The Objectives

This training is not intended to

address businesses who are

unlikely to ever comply.

Scope

THE PROBLEM....

Perception ………….. Stereo-typical enforcement = barriers Reinforcement in media: Newspaper reports TV documentaries

EACH TIME WE VISIT A BUSINESS

Introduction Interview /question Train Motivate Coach Advise / support

Have you ever been on the other

side?

Can we put ourselves in their shoes?

FIGHT or FLIGHT…

Emotions influence business

WHO ARE YOU DEALING WITH?

manager

parent

psychologist

colleague

teacher

student

friend

son / daughter

mentor

profession

Our many roles influence how we

behave

DIFFERENT TYPES OF PEOPLE?

DISC Theory - 4 PATTERNS in people

TASK oriented

PEOPLE oriented

ACCEPT environment

CHANGE environment

CONTROLLERDecision Making

TaskRisk

StatusWinningControl

FormalityTime

ANALYSERProfits

AnalysisDetail

NumbersCaution

Getting it RightPerfection

Time Management

PROMOTERFun

Promoting StuffTaking the Easy Option

CharismaCentre of attention

Success

SUPPORTERSupport

Help othersBehind the scenes person

OrganisedQuiet

Likes People

The Quadrant of Communication

WHERE DO OUR BUSINESSES BELONG IN THE QUADRANT OF COMMUNICATION?

10

CONTROLLER

Typical business owner:

•CEO•MD•Bespoke small business

ANALYSER

Typical Business Owner:

•Accountant•Solicitor•Financial Director

PROMOTERTypical Business Owner:

•Taxi Company•Market Trader•Lifestyle – beauty, health, fun etc

SUPPORTERTypical Business Owner:

•Community led business•Care Home•Charity

TAILOR YOUR COMMUNICATION – TALK ABOUT:

11

CONTROLLER

Better managementWinning more business

Increase their profitsBe more effective / save time

ANALYSER

Minimise riskBottom line Avoid issues

‘Getting it right’Be organised – one step ahead

Up to date guidance

PROMOTER

Make their life easier Save them the effort later

Free their time upEnjoy being compliant

Give their customers the best

SUPPORTER

Stay safeHelp their customers

Help the businessBe organised

Help the team stay in good order

USE YOUR VOTING BUTTONS- WHICH PART OF THE QUADRANT DO THESE CELEBRITIES FIT IN

TO?

OPRAH WINFREY MOTHER THERESA ANDY MURRAY SIMON COWELL

CONTROLLERDecision Making

TaskRisk

StatusWinningControl

FormalityTime

ANALYSERProfits

AnalysisDetail

NumbersCaution

Getting it RightPerfection

Time Management

PROMOTERFun

Promoting StuffTaking the Easy Option

CharismaCentre of attention

Play full outSuccess

SUPPORTERSupport

Help othersBehind the scenes

personOrganised

QuietLikes People

COMMUNICATION

"Two-way process of reaching mutual understanding, in which participants not only exchange information but also create and share meaning."

Mehrabian, A. (1981) Silent messages: Implicit communication of emotions and attitudes.

Communication

Words 7%

Tone of voice38%

Bodylanguage 55%

WHAT IS EFFECTIVE COMMUNICATION? The best communicators are............

The best LISTENERS

INATTENTIVE LISTENING HABITS

What we say:• Finishing someone else’s sentences

• Interrupting

• Rapid- one way talking

• Losing your train of thought

Body language:

•Slouching

•Crossed arms

•‘tutting’ or rolling eyes

ACTIVE LISTENERS Use supportive words in correct tone

“go on” “I understand”

Have inviting NATURAL posture

Maintain eye contact

Acknowledge and accept

others views

OVERCOMING BARRIERS Use simple terms and words

Talk in a logical sequence

Use pictures, mime and written instructions

Check understanding and repeat if necessary

Summarise regularly

Avoid continually asking closed questions

Language barriers

•If difficulties exist – speak clearly, slowly and don’t raise your voice•Consider the benefit of an interpreter

HOW CAN WE BE BETTER?

No pre-judgement

Ready to listen and rapport

Limit distractions

Ask open ended questions

Don’t rush

Clarify Voice tone

Where is the emotional pull?

Promote the benefit

Create a ‘win-win’ situation

‘Selling’ compliance

 Yes/No

Self Assessment

  1. I like to multi-task and think about other things when people are talking

   1. If people aren’t going to take my advice, they shouldn’t

waste my time telling me their problems  

  1. I’m usually bored when the conversation doesn’t centre around my interests

   1. When someone is slow to get a point across, I interrupt to get

things moving 

  1. When people speak to me, they most often have to compete with a number of distractions

   1. I tend to be involved in a lot of misunderstandings

   1. A person’s appearance , grammar, or style of speaking affect

how much attention I give them 

  1. I have trouble keeping a confidence 

  1. I usually feel that making my case is more important than someone else's feelings

   1. When I don’t understand something, I will often fake it and

smile instead of asking questions  

  1. I’m good at looking like I’m listening when I’m not. Most people don’t notice

   1. I tend to talk when I should be listening

   1. I trust my intuition and it serves me well

   1. I can usually tell when people aren’t being honest with me

   1. I am good at soothing conflict situations and finding win-win

solutions 

 Yes/No 

Questions of PerceptionDoes this ‘listener...’

  1. often multi-task or seem distracted when you are talking?

   1. become annoyed when you don’t take his/her

advice?  

  1. seem bored when the conversation doesn’t centre around his/her interests

   1. frequently interrupt?

   1. allow interruptions or distractions (such as

taking calls) when you wish he/she wouldn’t? 

  1. seem to be involved in a lot of misunderstandings (with you and/or others)?

   1. seem to allow the speakers appearance,

grammar, or style of speaking affect how much attention he/she will give a person?

   1. show that he/she can be trusted to keep a

confidence 

  1. bulldoze over other’s feelings to make a point?

   1. show genuine interest and ask questions

when discussing issues that are complex or especially important to you?

   1. ever seem to be pretending to listen?

   1. seem impatient and quick to draw

conclusions? 

  1. tend to talk when he/she should be listening? 

Listening Skills Activity

In packs:

•Self assessment questionnaire•Audit questionnaire to give a family member or colleague