Enhancing Relationships Increasing Credibility Steve Bergeron Certified Dale

Enhancing Relationships & Increasing Credibility Steve Bergeron Certified Dale Carnegie Trainer ISO-404 -PD-EV-0908 -V 2. 0

WHAT’S IN THIS FOR YOU? • Become even more amazing with People • Enhance your communication • Increased credibility • You’ll get a warm smile, a handshake, and $500 cash from the person sitting next to you (maybe)

Cycle of Performance Change Habits Outcomes Behaviors Experiential Learning Practice with coach Results Attitude Skill Knowledge Need to Want to Can do Will do Fundamentals Concepts Principles

Cycle of Performance Change Habits Outcomes Behaviors Experiential Learning Practice with coach Results Attitude Skill Knowledge Need to Want to Can do Will do Fundamentals Concepts Principles

Example of Performance Change Model

Enhancing Relationships 1. Don’t Criticize, Condemn, or Complain 2. Give honest, sincere appreciation 3. Arouse in the other person an eager want 4. Become genuinely interested in other people 5. Smile

6. Remember and use people’s names “I’m terrible with names”

Question: What is on the back of the Ten or Twenty Dollar Bill? US Treasury White House

Enhancing Relationships 6. Remember and use people’s names 7. Be a good listener

How to be a great Listener Always listen with: Openness Intensity Empathy

Enhancing Relationships 6. Remember and use people’s names 7. Be a good listener 8. Talk in terms of the other person’s interest 9. Make others feel important– and do it sincerely

Enhancing Relationships Cooperation vs. Compliance

Human Relations Skills

Team Map Team Member Me Team Member

What people believe when Incongruent Words: üTone üBody Language üWords 7% Body language: 55% Tone of voice: 38%

Let’s Energize our Communication

Credibility Window How We Look What We Do • • • Talk from the heart Enthusiastic Eager Exited Keep Audience in Mind What We Say • • Credibility Window Clear Concise Talk in Terms of Others Interests Arouse an Eager Want • • • Gestures Facial Expressions Posture Stance Eye Contact How We Say It • • • Vocal Variety Dynamic Pacing Articulate Emotion

Today’s Key Points What we learned: • Nine People Skills for Enhancing Relationships • Importance of Remembering Names • How to become a better listener • How to increase credibility by energizing our communication • Four ways others perceive us • How to create a meaningful purpose

Action Plan • What is one thing I am willing to work on that will improve my interactions with others? • How will this benefit me personally and professionally? • By improving in this area, others will perceive me as someone who is _____ ?

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