Reframing Reframing Communication Communication

forforPositive ResultsPositive Results

About The PresentersAbout The Presenters

Margaret Macmillan, Certified Margaret Macmillan, Certified Executive CoachExecutive Coach

MLS, Mus. Bac., Manager, Markham MLS, Mus. Bac., Manager, Markham Public LibraryPublic Library

Paula Smith-Nadin, Senior Services Paula Smith-Nadin, Senior Services Specialist – Customer Experience, Specialist – Customer Experience, Toronto Public LibraryToronto Public Library

Agenda

Welcome and Introductions Staff Engagement The Case for Coaching (what is happening

at Markham Public Library and Toronto Public Library)

Core Coaching Skills Action Future Networking

Communication and Communication and RapportRapport

55% body language55% body language 38% tonality, timbre and tempo38% tonality, timbre and tempo 7% words7% words

What signals are you communicating?What signals are you communicating?

Excellence as InnovationExcellence as Innovation ““High performance organizations see excellence as a High performance organizations see excellence as a

way to boost customer satisfaction, employee way to boost customer satisfaction, employee productivity and profitability while cutting costs and productivity and profitability while cutting costs and reducing waste.”reducing waste.”

““Excellence is about a transformation of thinking. It Excellence is about a transformation of thinking. It requires collaboration and teamwork. Excellence is requires collaboration and teamwork. Excellence is about heart, relationships and how people about heart, relationships and how people (customers/employees) treat and communicate with (customers/employees) treat and communicate with each other.” each other.”

Adam Stoeher, VP, Educational Services, National Adam Stoeher, VP, Educational Services, National

Quality Institute.Quality Institute.

Coaching’s real impact is in building leadership and employee engagement.

Staff EngagementStaff Engagement

What is it?What is it?What needs to happen in order to achieve it?What needs to happen in order to achieve it?

What would be the impact on your What would be the impact on your organization?organization?

““We are at our very best and we are happiest when we are We are at our very best and we are happiest when we are fully engaged in work we enjoy on the journey toward the fully engaged in work we enjoy on the journey toward the goal we’ve established for ourselves.” goal we’ve established for ourselves.” Earl NightingaleEarl Nightingale

Staff Engagement

An engaged employee is a person who is fully involved in, and enthusiastic about his or her work; willing to go beyond the call of duty.

Staff Engagement 50 % of work satisfaction is determined

by the relationship workers have with their bosses.

70% of people leaving cited poor supervision or management relationship as a top reason for leaving an organization.

Study of the Emerging Workforce, Saratoga Institute

It’s All About Building Trust

“The birth of a good society comes when people start to

trust each other, to share with each other, and to feel

concerned for each other.”…Jean Vanier

What is a “Coach What is a “Coach Approach”?Approach”?

A communication process A communication process A supportive partnership based on A supportive partnership based on

active listening, open and honest active listening, open and honest dialogue and powerful questioningdialogue and powerful questioning

Seeking to discover the best in othersSeeking to discover the best in others Opening a person to expand and to Opening a person to expand and to

learn what is possible for themselveslearn what is possible for themselves Building staff engagementBuilding staff engagement

Value of CoachingValue of CoachingStaff TestimonialsStaff Testimonials

““I have received the positive benefit of continuous I have received the positive benefit of continuous encouragement and support as well as acknowledgement of encouragement and support as well as acknowledgement of successes. Coaching has also been of tremendous value in successes. Coaching has also been of tremendous value in fostering a new team at TC and bonding of new staff members.” fostering a new team at TC and bonding of new staff members.” (MPL staff)(MPL staff)

““Being ‘coached’ really makes you think harder about your own Being ‘coached’ really makes you think harder about your own decisions and makes you look at things from different angles. decisions and makes you look at things from different angles. You often end up coming up with solutions you may never have You often end up coming up with solutions you may never have considered before. Coaching also builds self-confidence which considered before. Coaching also builds self-confidence which has helped me become more assertive as a leader.” (MPL staff)has helped me become more assertive as a leader.” (MPL staff)

““I think you have challenged me to be more honest and open.” I think you have challenged me to be more honest and open.” (YWCA ED)(YWCA ED)

““I cannot tell you how much you have helped me to come to a I cannot tell you how much you have helped me to come to a place of being able to take what has been difficult and put into place of being able to take what has been difficult and put into a place of opportunity.” (YWCA ED)a place of opportunity.” (YWCA ED)

Core Coaching SkillsCore Coaching Skills“How You Need to Coach”“How You Need to Coach”

ListeningListening Encouraging/AcknowledgingEncouraging/Acknowledging Powerful QuestioningPowerful Questioning Action PlanningAction Planning

ListeningListening

Take Time To ListenPositive communication is about listening Positive communication is about listening

beneath the words...beneath the words...

TED: Tell Me More; Explain; DescribeTED: Tell Me More; Explain; DescribeEye contactEye contactNon-verbal comments (Non-verbal comments (mmmmmm or nodding) or nodding)Brief phrases (Brief phrases (of courseof course or or say more…)say more…)Reframing by paraphrasing (Reframing by paraphrasing (What I am hearing What I am hearing

isis …) …)Ask questions (Ask questions (What does that mean?)What does that mean?)Total focusTotal focus

WAIT: The Sound of WAIT: The Sound of SilenceSilence

WAIT: Why Am I Talking?WAIT: Why Am I Talking? Silence is a key to the questions we ask. Silence is a key to the questions we ask.

Give them room to think and answer.Give them room to think and answer.

Encouragement

“The deepest principle in human nature is the craving to be appreciated.”

William James (American psychologist and philosopher)

EncouragingYes you can do it!! Go for it!Yes you can do it!! Go for it!

You’re doing just great!You’re doing just great!

You are on the right track. Keep You are on the right track. Keep going!going!

AcknowledgementAcknowledgement Why is it so difficult to give and Why is it so difficult to give and

receive positive feedback?receive positive feedback?

Powerful Questions

Are You Telling or Asking?

Ten Powerful QuestionsTen Powerful Questions What is going well?What is going well? What support do you What support do you

need?need? If this challenge were If this challenge were

solved, what would open solved, what would open up for you?up for you?

What is really getting in What is really getting in the way?the way?

What could be the first What could be the first step?step?

What is the opportunity What is the opportunity with this change?with this change?

What would be the What would be the easiest way to do this?easiest way to do this?

What would a What would a successful outcome successful outcome look like to you?look like to you?

What’s the worst thing What’s the worst thing that could happen?that could happen?

What do you want to What do you want to focus on today so that focus on today so that you can go away feeling you can go away feeling that you have reached a that you have reached a positive outcome?positive outcome?

From Low Energy to High From Low Energy to High EnergyEnergy

What’s the problem? What’s the problem? toto

Do you really think you Do you really think you can do that on your can do that on your own? toown? to

Is this challenge too Is this challenge too much for you to cope much for you to cope with? to with? to

Why do you give up so Why do you give up so easily? easily?

How do you think you How do you think you can get all of that done?can get all of that done?

What is going well?What is going well? What support do you What support do you

need?need? If this challenge If this challenge

were solved, what were solved, what would open up for would open up for you?you?

What is really getting What is really getting in the way?in the way?

What could be the What could be the first step?first step?

Action Planning Coaching is only a conversation without action planningCoaching is only a conversation without action planning..

WHOWHO is accountable? is accountable?WHATWHAT are they accountable for? are they accountable for?WHENWHEN is it due? is it due? WHATWHAT support or resources are support or resources are

required?required?

To Be “Coach-like” To Be “Coach-like” MeansMeans

A Shift In AttitudeA Shift In Attitude Reframing Your WordsReframing Your Words A Shift In Tone of Voice and A Shift In Tone of Voice and

EmphasisEmphasis A Shift In Body LanguageA Shift In Body Language Being Agenda-Free Being Agenda-Free Being Curious, a Neutral ObserverBeing Curious, a Neutral Observer

Reframing Your ApproachReframing Your ApproachFROMFROM Making a person Making a person

wrongwrong TellingTelling HierarchicalHierarchical JudgmentJudgment ReactiveReactive Solving their problemSolving their problem Why did you do that?Why did you do that?

TOTO Supporting the person’s Supporting the person’s

strengthstrength ListeningListening CollaborativeCollaborative EndorsementEndorsement ProactiveProactive Empowering the other Empowering the other

person to find own person to find own solutionsolution

What can you do What can you do differently?differently?

ActionAction What are you taking away from this What are you taking away from this

session?session? What exactly are you committed to doing What exactly are you committed to doing

differently?differently? Where do you think you can use “a coach Where do you think you can use “a coach

approach” in your workplace?approach” in your workplace? What will be the biggest support in What will be the biggest support in

making this work?making this work? Where will you start?Where will you start? How will you be accountable for doing it?How will you be accountable for doing it?

Communicate to Connect!

Networking – sign-up if you would like to continue to share ideas about “Reframing Your Communication for Positive Results”.

For more information about coaching contact:

Margaret Macmillan, Branch ManagerMarkham Public Librarymmacmill@markham.library.on.ca905-513-7977 ext. 3572