Download - MD AND Speak Up Stamey Annual Meeting/2015...1. I enjoy speaking and training before an audience. 2. I feel comfortable and confident when delivering training sessions and presentations.

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Speak Up!

Enhancing Professional Communication Skills

Jamie Stamey, MS, RDN, LDN, CP-FS

Distinguished Toastmaster

HealthyAndSafeFood.Com

© 2014, Jamie Stamey www.HealthyandSafeFood.com

My 30-Second Commercial

• How do you represent WHO you are in casual conversation?– “It is good to meet you. Tell me about your self.”

• How do you communicate the VALUE of our profession or the business you represent?– “What does a Dietitian do? Tell me about it.”


Communication Goals

• Inform

• Teach

• Coach

• Persuade

• Inspire

• Reassure

• Confirm

• Advise

• Evaluate

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Your Target Audience

• Upper management

• Medical staff

• Employees

• Clients

• Students

• Sales

• Media


Today’s Goals

• Categorize communication types and skills.

• Appraise personal communication skills.

• Identify PDP opportunities to enhance YOUR competence and skill in professional communication.


Types of Daily Communication

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Types of Daily Communication

• Verbal– Daily job skills

• Clients, students• Medical staff• F&N staff• OTJ/informal training• Phone calls

– Planned/formal• Business events• Media

• Non-verbal– Eye contact, gestures– Facial expressions

• Written– Chart notes– Reports, evaluations, SOPs– E-mail & correspondences– Manuals, books, articles

• Listening


Communication Styles

• Donna Beegle, PhD.

– Oregon Environmental Health Specialist Network (EHS-Net) Communication Study Oct 2004

– FDA Satellite Broadcast Nov 2006


Print-Culture

• Are literate, educated

• Knowledge is “outside” the knower– Get information through reading

– Receive info in detached, “linear” style

• Use lecture format and little interaction

• Value time as a priority over developing trust– Say what you have to say and move on

• Examples?

• MDs, RNs, RDs, management staff, media, government, some clients

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Print-Culture

• You don’t understand me or my job

• You talk over my head or down to me– Use big, fancy words

• You don’t take time; never listen

• You tell me only once and don’t show me

• You never look at me

• You are only here to “police” & “catch” me

The “Oral-Culture” Perception


Oral-Culture Socioeconomics

• 62% <$15K income, 22% $15-25K

– Federal Poverty Guideline $18,800

• 42% GED, 28% HS diploma

• Typically read:– 29% Tabloids– 18% Comics– 5% Newspapers


Oral-Culture Socioeconomics

• Achieving Results

• My Job = Food & Rent

Self-Actualization NeedsMorality and problem solving

Self-Esteem NeedsConfidence, achievement, respect for self and others

Belonging & Love NeedsAcceptance by family, friends and peers

Safety NeedsSecurity of employment, health, family and property

Basic Physiological NeedsFood, water and shelter

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Oral-Culture

• Receive most information by – “Word-of-mouth”. – When I need to know I “ask”– Struggle with literacy

• The knowledge & knower are one– Valued when I trust you or live it daily– All else is short term memory

• Rote memorization to “pass the test”• If not used in daily life, it is discarded

• Examples?• Many clients, some food handlers & staff,

media ‘target’ audience


Oral-Culture

• “The information is there; they are just too lazy.”

• “They don’t care.”

• I see my boss do the task incorrectly.

• I get reprimanded when I take the time to do it right.

• When it is busy I can’t do it by the book.

• I need someone to show me, not tell me.

“Print Culture’s” Perception

“Oral Culture’s” Perception


Most likely to value a message when

• Given by someone they trust

• Information given verbally

• Familiar words & examples relate to “lived” experiences

• Told in vivid, emotionally impactful story

• Behavior is shown and repeated often

• Recognized and rewarded

Each Communication Type

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Self-Assessment

• Rate yourself as a communicator


Self-Assessment

1. I enjoy speaking and training before an audience.

2. I feel comfortable and confident when delivering training sessions and presentations.

3. I prepare thoroughly for every speech or training event including development of clear learning objectives.

4. I always consider the audience’s diverse learning styles and perspectives when planning a training event.

5. I plan for audience interaction and new skill practice.

6. I am able to organize my thoughts in a clear, logical order.


Self-Assessment

7. I am able to deliver sessions without depending heavily on notes.

8. I speak with sincerity and enthusiasm.

9. My speech delivery is free of distracting filler words, such as frequent ah’s or um’s.

10. I am able to think quickly and respond clearly during question and answer sessions.

11. My gestures, body movements, eye contact, and facial expressions are natural and appropriate.

12. I am confident of my knowledge on each training topic, and on relevant industry-related information.

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Communication Skills

T Trust and relationship building

R Relate to the context of my world

U Understandable language

S Show me

T Tribute: reward and recognize


T - Trust

Trust & Relationship building: – 80% of communication is non-verbal

TRUST

80-90% of communication is non-verbal


Body language builds trust.

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T - Trust

• Open, approachable body stance & gestures

• Make eye contact and smile

• Small talk (Greeting/Acknowledgement)

– Establish common ground

– Non-punitive, to “help you”

• Polite, pleasant and professional

• Verbal tone– “We” replaces “You should”

TRUST


R - Relate to Me

• Relate to the context of my job/life– Real experiences, real people

– Stories, examples and sayings

• Emotional impact

• Tabloids

• Have an “Oprah moment”– Relate to “WIIFM”

– Usable in daily life

– FDA Oral Culture Learner Project

TRUST


Based on a real outbreak…

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U - Understandable Language

• Use simple, familiar words– Technical jargon ► everyday words

• Pathogens ► “Germs”

• Hypertension ► “high blood pressure”

• Time/Temp Abuse ► “hot food hot, cold food cold”

• State simply

• Reword, rephrase

• Repeat (in as many ways as possible)

TRUST


S - Show Me!

• Interactive learning

• Demonstrate the behavior

• “Chunk” or group procedures

• Allow hands-on practice to apply the skill

• Model best practices– Coaching

TRUST


T - Tribute

• Tribute: Reward and recognize– Words of praise

• “Terrific”, “That’s great”, “Well done”

– Brag to their boss

– Pat on the back (with caution!)

TRUST

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T.R.U.S.T. Summary

• Establish caring rapport

• Provide usable, memorable content

• Use simple language

• Use demonstrative gestures

• Use conversational voice

• Show me!


Communication Skills

T Trust and relationship building

R Relate to the context of my world

U Understandable language

S Show me

T Tribute: reward and recognize


What about a speaker makes their message seem valuable?

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Use of Speaker Techniques

• Movement

• Posture

• Facial Expression

• Body Language

• Gestures

• Eye contact


Elements of Vocal Delivery

Enthusiasm & Passion

• Pitch

• Pace

• Pause

• Volume

Pronunciation and Articulation

Bueller?Bueller?


Let’s Practice!

• Voice quality

• Eye contact

• Gestures

Mary had a little lamb. It’s fleece was white as snow.

And every where that Mary went, the lamb was sure to go!

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Enhancing Your Skills

“Oral communication skills count.” Tom Peters

author of In Search of Excellence and

The Pursuit of WOW


PDP Opportunities

• Goal: “Expand professional presentation, communication, counseling & training skills:

Learning need codes:

– 1000 Professional Skills

• 1090 Media skills

• 1130 Verbal communication/presentations

– 6000 Education, training & counseling

• 6020 Counseling, therapy & facilitation skills

• 6080 Training, coaching & mentoring

– 7040 Consultation

– 7150 Negotiation

– 7210 Sales


CPE Opportunity

• Professional Development Portfolio-PDP– “Sponsored Independent Learning Contract”

– Local, Academy and national groups, seminars, self-study & workshops.

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Sponsored Independent Learning Contract

• Described in Step 4 of CPE Log

“Toastmasters has played a tremendous role in building my self‐confidence & communication skills.”

Tom Peters author of In Search of Excellence and

The Pursuit of WOW


What is “Toastmasters”?

• A world-wide non-profit organization– 292,000 members in 14,350 clubs

in 122 countries

• A proven – and enjoyable! – way to practice and hone communication and leadership skills.

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The Typical Meeting

• Table Topics (impromptu speaking)

• Prepared Speeches

• Evaluations


Meeting Roles

Speaking Skills• Toastmaster (emcee)

• Speakers

• Table Topics Master

• Table Topics Speakers

• Joke/Tip Master

• Evaluators

Feedback & Listening• Grammar roles

• Counter

• General Evaluator

• Evaluators

• Timer

Also Vitally Important!• The Audience


Competent Communicator

Ten prepared speeches build key skills

• #1: The “icebreaker”

• Speech organization

• Gestures & eye contact

• Vocal variety

• Persuasive speaking

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Sponsored Independent Learning Contract

Competent Communicator (CC)

• 10 speech projects in manual– 10 meetings as speaker

• Development/rehearsal

– 10 – 20+ CPEs

– Manual & contract signed by club VP-Education

– CC issued by Toastmasters International


Jamie’s PDP Activity Log

For a Sponsored Independent Learning activity, CDR requires you to list the Sponsor name and contact information (phone #, email, & mailing

address) on the Log under "Activity Title".


TI’s Educational System

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Advanced Communication

• Speeches by Management

• Persuasive Speaking

• The Professional Speaker• Speaking to Inform• Facilitating Discussion• Technical Presentations• Specialty Speeches• Public Relations• Interpersonal

Communication

• Communicating on TV

• Humorously Speaking

• Storytelling

• Entertaining Speaker

• Special Occasion Speeches

• Interpretative Reading

What is your interest or passion?


Leadership

• Serve in various club meeting or state leadership roles to build– Listening & critical thinking

– Time management

– Organizing & delegating

– Motivating people

– Mentoring & feedback

– Team building


TI’s Educational System

Jamie on July 1, 2010

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Enhancing Your Skills

• www.Toastmasters.org - find a club!

– Competent & Advanced Communicator

• Professional Development Portfolio-PDP– “Sponsored Independent Learning Contract”


www.Toastmasters.org


www.Toastmasters.org

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Questions?


Key Points

• As Nutrition Professionals we can

– Communicate in a meaningful & confident way

– Enhance & practice our skills using inexpensive and local resources.

– Use PDP opportunities and fulfill CPEs in professional communication


Contact Information

Jamie Stamey, MS, RDN, LDN, CP-FSFood Safety, Training, Applied Nutrition

[email protected]

704.576.7302www.HealthyAndSafeFood.com

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Communication Styles

• V – Visual (seeing)

• A – Auditory (hearing)

• K – Kinesthetic (doing)