The Essentials of

Communicating with
Diplomacy and
Professionalism
Elliott Institute

Friday, November 14, 2008

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 Vision Statement
Increase Your Credibility to
Become a Great Leader!

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 Goal and Objective
You will be able to pinpoint and
eliminate your personal communication
snags.
Being able to communicate under
pressure provides the following
benefits:
Credibility
Professionalism
Reliability
Relationships
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 Today’s Situation
What are some Snags and
Solutions?
Controlling emotions
Prejudice
Fear
Body language

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 Instant Solutions to the
Most Common
Communication Problems:
Remain Objective
LISTEN
ASK Questions
Concentrate on common ground
Create common ground

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 Other Available
Communication Solutions:
Know your level of Credibility
Make sure your instructions are clear
and understood
Handle disagreements in five steps
Break the habit of excuses
Respond to questions “on the spot” with
five proven steps
Say “No” with U.S.A. Method
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 Listening will bring you
great POWER!
List all factors that prevent effective
listening…then Tune In
Turn away from distractions
Ask, “What is it we are going to talk about?”
Ask Questions: Ask for an overview statement
Notice, but don’t take delivery style (body
language; eye contact; proximity) too seriously
Repeat the message back—in your own words
Take a moment to consider before responding

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Getting a rambler to cut to
the chase:
1. Agreement up front
“Yes, I have __minutes before I have to ___.
Use honestly to manage time.
2. Advance warnings
Say, “We need to get to the topic early.”
3. Topic focus
Say, “I’m having trouble focusing on your message…can
we zero in?”
Write questions down for the Rambler.
4. Interruptions
Bring them back
Ask modifying questions
Say: “Is this critical to the solution?”

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 Managing conflict Vs. Solving
conflict

“Being Unconditionally
Constructive Is the Key to
Your Success”

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 Where Do Most Problems
Come From?
1. Information (facts and data):
2. Methodology (how to solve):
3. Priorities: (What gets done first? For
whom?)
4. Goals: (Lower expenses OR increase
advertising)
5. Values:
Ethics
Work
Personal
Political
Gender
Racial
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 All We Want is a Little
Respect
Emphasize
Listen
Be a model of diplomacy
Your Benefits are:
Decreased conflict
Increased Productivity
Stronger relationships

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 Four Types of Questions
Closed Ended Questions
FACTS only
Yes/no/a figure
Closed information Questions
FACTS only
Time something arrives/takes
Open Information Questions
Rapport building
Ways I/they can help
Open Ended Question
Rapport building
Ideas/opinions/other ways to approach this?

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 The #1 Motivator Listed
by Most Employees?
Appreciation:
“ I am proud of you.” ---James K. VanFleet
Praise desired actions – Focus on the
positive

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 Encourage Respect
Preventative
Techniques
Build Relationships (Vs.
defensiveness)
Be a role model (Ask for
help Vs. saying: “I need
this or that now.”)
Insist on Respect
Don’t let wounds go
untreated
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 Giving Constructive
Feedback
When you (do something)…
I feel…(response: {my reaction
is})…
Because I…(give short response)…
Pause…(for feedback)…
I would like…(to do differently)…
Because…(Benefit to listener)…
What do you think?…(listen)
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 Take Note!
Watch your thoughts;
they become your
words
Watch your words;
they become your
actions
Watch your actions;
they become your
habits
Watch your habits;
they become your
character
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Watch your
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 Behavioral Style
Four Styles of Workers:
Seven Body
Relater
Language Signs to Open
Watch For Indirect
Resistance Socializer
Interest Open
Indifference Direct
Thinker
Impatience
Guarded
Fear Indirect
Puzzlement Director
Surprise Guarded
Direct

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