LEAD WITH EFFECTIVE COMMUNICATION Angie Garfield Customer First

LEAD WITH EFFECTIVE COMMUNICATION Angie Garfield Customer First Success, Inc.

Who would be a Project Manager? n n n Observed skill sets? Learned about their values? Are they competent? Possess Leadership Qualities? How do they communicate with others? How do they like to be communicated with?

Communication n n Internal/External Customers What benefits do you provide your customers?

Know Your Purpose Know your Purpose, Understand your Role Create Value

Communication Styles n n n Behavior – Communication Understanding Behavior Styles leads to better communication What Behavior/Communication Style are you?

Behavior Styles 1 of 4 Talker Outgoing Enthusiastic Approachable Friendly

Behavior Styles 2 of 4 Doer Productive Pioneer mentality Wants results Quick decision making

Behavior Styles 3 of 4 Controller Systematic Logical Accuracy/Quality of results Facts

Behavior Styles 4 of 4 Supporter Easygoing Dependable Detail-minded Slow to make decisions

Behavior Styles Talker Doer Controller Supporter

Working with Different Behavior Styles Talker n Be interested in them n Help them prioritize, keep track of details n Use more descriptive words n Focus on the positive

Working with Different Behavior Styles Doer n Help them follow rules, expectations n Help them explain reasons for decisions n Be prepared, organized n Clearly defined goals, objectives n Be professional, to the point

Working with Different Behavior Styles Controller n Help them to share their expertise n Help them to interact with others…include them in activities n Be prepared with facts/organized n Avoid pushing for a decision

Working with Different Behavior Styles Supporter n Help them see efficiencies in the process n Help them track time lines n Explain changes thoroughly n Offer assurances of progression

Working with Different Behavior Styles n n n No one Behavior Style is better People have more than one Style Stress - Behavior Style is more dominant Effective teams - different styles Each style has strengths/weaknesses

Law of Psychological Reciprocity Attitudes, feelings, motives we give out to people tend to come back to us

Reflective Listening, Restating, Clarifying A Level Above Listening

Unspoken Communication Body Language Eye Contact Facial Expressions Personal Space Low Energy

Open Environment for Communication n n n Location Prepare Agenda Mentally prepare – Behavior Styles Prepare to Listen Seek to be fair/consistent Be specific!

Lead with Effective Communication n n Working within a group is a learned skill Practice looking for Behavior Styles Specific and clear team goals/objectives Teach, provide feedback, reward

Lead with Effective Communication Good is the Enemy of Great!

Thank You! Angie Garfield www. customer 1 stsuccess. com