Enhancing Your Communication Skills: Getting Results & Managing

Conflict

Facilitator: Heather Dudley, MS

Brookhaven HospitalDirector of Administrative Services

Heather Dudley, MSDirector of Administrative Services

Brookhaven HospitalCEO/Owner of ULead Consulting

OSU Masters of Science: Teaching Learning and Leadership Emphasis: Occupational Education

•Alcohol Beverage Law Enforcement (ABLE) Commissioned Facilitator & Trainer•DiSC® Behavioral & Communication Assessment Administrator•Franklin Covey’s Signature Series of 7 Habits of Highly Effective People Certified Facilitator•Hogan Personality Inventory Assessments Administrator

(HPI, HDS, MVPI)•Hogan Leadership Forecast Series for Development/Coach•Hogan Leadership Forecast Series for Team Development•Managerial Readiness Profile (MRP) Online Assessment Administrator•OC Tanner Orange Revolution Certified Facilitator

Objectives

•Increase Effectiveness

•Reduce Stress

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Agenda for Today…

•Explore trust in communication •Discover your communication style •Provide an overview of each style•Recognize the conflict responses in each style

Exploring Trust How many of you in this room feel you are trustworthy?

CREDIBILITYSkill, knowledge,

experience

COMMUNICATIONManaged expectations

CONSISTENCYHistory

1. Unconscious, thoughtless or misinterpreted acts undermine existing trust.

2. Some are reluctant to risk trusting others.

If everyone is trustworthy, then why is there so little trust?

Trust:

How well do you deliver on the 3 factors that inspire trust?

•What level of credibility do you hold?

•How consistent are you in your actions & decision making?

•How well do you communicate to build confidence & reassurance within your team?

Communication: why do we do it?

•To solve problems•To give information•To get information (understanding)•To cultivate a relationship

Purpose of Understanding Styles

Help us identify the different ways we behave so we can:

Minimize potential conflict with others

Maximize our potential for success

Discover Four Styles of Behavior and Explore the General Preferences of

Your Communication Style

Introduction to the Styles

Thoughtful Steadiness

Accepting

Influence

Accepting

Steadiness

Active

Questioning

Dominance

DiSC® ModelInfluence

Active

Dominance

Questioning Questioning

Conscientiousness

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DiSC® Model

Perceives Self as Less Powerful than the Environment(ADAPT)

Perceives an Unfavorable Environment

(DETACH)

Conscientiousness

Dominance

Perceives a Favorable

Environment(AFFILIATE)

Steadiness

Influence

Perceives Self as More Powerful than the Environment (CONTROL)

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D — DOMINANCEEmphasize: shaping the environment by overcoming opposition

and challenge

Tendencies: getting immediate results, taking action, accepting challenges, seriousness

Motivated by: challenge, power and authority, direct answers

Fears: loss of control in their environment; being taken advantage of

You will notice: self-confidence, decisiveness, direct eye-contact, and risk-taking

Limitations: lack of concern for others, impatience

i — INFLUENCEEmphasize: shaping the environment by persuading and

influencing others

Tendencies: involvement with people, making a favorable impression

Motivated by: social recognition, group activities, relationships, fun, and self-expression

Fears: social rejection, disapproval, loss of influence

You will notice: enthusiasm, charm, sociability, creativity, animated, and gestures

Limitations: impulsiveness, disorganization, and lack of follow through

S — STEADINESS

Emphasize: achieving stability, accomplishing tasks by cooperating with others

Tendencies: calm, patient, loyal, good listener

Motivated by: infrequent change, stability, sincere appreciation, cooperation, and clear goals & steady progress

Fears: loss of stability, the unknown, change, unpredictability, and feeling pressured

You will notice: patience, a team player, stability, methodical approach, calm

Limitations: overly willing to give, putting their needs last

C — CONSCIENTIOUSNESSEmphasize: working within circumstances to ensure quality and

accuracy

Tendencies: attention to standards and details, analytical thinking, and taking their time

Motivated by: clearly defined performance expectations, quality and accuracy being valued

Fears: criticism of their work, slipshod methods

You will notice: behavior that is cautious, precise, diplomatic, restrained, and little or few facial expressions

Limitations: overly critical of self and others, indecision because of desire to collect and analyze data

Learn About Your Behavior When You Are in Conflict With Others

Learn About Your Behavior When You Are in Conflict With Others

Conflict and Stress

Objectives

Discover what your style experiences when in conflict with others

Discover

Learn Learn how to maximize your effectiveness when you are under this kind of pressure

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Tell Assertive

(Fast)

Ask Assertive

(Slow)

People FocusTask Focus

Focus on Logic Focus on Feelings

Tends to Suppress

Tends to Assert

EXPRESSGoal: Acknowledgement

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D

ComplyGoal: Harmony

WITHDRAWGoal: Justice

DEMANDGoal: Victory

D - DEMAND

•Goal: VICTORY

•Becomes aggressive and autocratic

•Creates win/lose outcomes•Refuses to bend•Overpowers with force

i - EXPRESS

•Goal: ACKNOWLEDGEMENT

•Wants to be heard•Glosses over tension initially•Verbalizes feelings impulsively•Personally attacks

S - COMPLY

•Goal: HARMONY

•Avoids aggression•Tries to save relationships•Accommodates or gives in•Simmers beneath the surface

C - WITHDRAW

•Goal: JUSTICE

•Becomes defensive•Strategizes in a controlled fashion

•Resists passive-aggressively•Overpowers with logic and facts

Dealing with Conflict

•How do others react to your behavior?•How do you think it affects others?•What should your style focus on in

conflict?

•We all use ineffective behaviors when we are under pressure. Consider alternatives for better outcomes.

Adapting Your Style

DISSATISFIERS:Routine, mundaneLack of authorityLack of respect

TONE OF VOICE:Strong, clear, confidentDirectFast pace

WORDS/CONTENT:WinLead the fieldResultsNow, ImmediateBottom lineChallenge

ENERGIZERS:ChallengesOpportunities to leadTough assignments

BODY LANGUAGE:Keep your distanceStrong handshakeLean forwardDirect eye contact

DO’S AND DON’TS:Be clear, specific and to the point Don’t waste timeStick to business Present facts logicallyBe prepared and packaged Ask specific “what” questionsProvide alternative choices Don’t offer guarantees you can’t keepTake issue with the facts, not the person Provide a win/win opportunityLet it be his/her idea

WORKING WITH THE

CORE STYLE

D

DISSATISFIERS:Social rejectionSkepticismNegativity

TONE OF VOICE:EnthusiasticModulationsPersuasive, colorfulFast pace

WORDS/CONTENT:FunI feelSocialize, recognitionExcitingPicture thisPeople

ENERGIZERS:People interactionsSocial recognitionInspiration

BODY LANGUAGE:Get closeSit next toSmile, relax, have funFriendly eye contactExpressive gestures

DO’S AND DON’TS:Support their dreams Allow time for socializingTalk about people and their goals Don’t drive for facts, figuresAsk for opinion Put details in writingProvide ideas for implementing actions Provide testimonials – “important” peopleDon’t talk down Offer incentives for risksMake them feel special

WORKING WITH THE

CORE STYLE

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Adapting Your Style

Adapting Your Style

DISSATISFIERS:Loss of securityLack of closureSurprisesNo “home” base

TONE OF VOICE:Warm, soft, calmSteadyLow tone, volumeSlow pace

WORDS/CONTENT:Step-by-stepHelp me outGuarantee, promiseThink about it, take your time

ENERGIZERS:Defined territory, SecurityClosureTeam HarmonyOpportunity to serve

BODY LANGUAGE:Relaxed, calmMethodicalLean back, don’t rushFriendly eye contactSmall gestures

DO’S AND DON’TS:Start with personal connection Show interest in them as a personListen! Don’t force a quick response – patiencePresent your point logically, non-threateningly Don’t interruptLook for hurt feelings Provide personal assurances/guaranteeDon’t mistake willingness for agreement Allow time to think/make decisionsProvide information

WORKING WITH THE

CORE STYLE

S

DISSATISFIERS:Personal criticismMoving too fastDecisions without dataIrrational feelings/emotions

TONE OF VOICE:Controlled, directThoughtful, preciseLittle modulationsSlow pace

WORDS/CONTENT:Here are the factsThe data showProvenTake your time, no riskAnalyzeGuarantees

ENERGIZERS:InformationQuality StandardsCompliance to rulesAnalysis, research

BODY LANGUAGE:Keep your distanceSit across fromFirm postureDirect eye contactLittle/no hand gestures

DO’S AND DON’TS:Prepare your case Don’t be disorganized Approach in straightforward way Don’t be casual, informal or personalProvide policies/rules to follow Build credibility – look at all sidesGive time for decisions Present specificsBe conservative, don’t over promise Help them do things “right”Take time, but be persistent Be fair and consistentProve with facts Loyalty

WORKING WITH THE

CORE STYLE

C

Adapting Your Style

Control

Detach Affiliate

Adapt

Review

•We all communicate differently based on our natural style (DiSC®).

•Sometimes differences can cause conflict and stress…awareness of your style’s strengths and challenges is the first step in overcoming conflict.

Questions?

Thank you for your participation!

Resources

•DiSC® Model, Inscape Publishing, Inc., Minneapolis, MN

•DiSC QuickDiSC®, Inscape Publishing, Inc., Minneapolis, MN

•Indra DiSC®, Inscape Publishing, Inc., Minneapolis, MN