"SUCCESS MANTRA" # 105

TOPIC :COMMUNICATION DYNAMICS

DOES YOUR AUDIENCE UNDERSTAND?

How we communicate - face-to-face, in colour, in writing, one-to-one, in three seconds or minutes, or whatever other way we decide - can have a dynamic impact on others. But understanding is the prerequisite. How often have you heard someone exclaim in frustration, ‘I just don’t get it’?

Communication must be defined by all those who are party to it:

● If the intent and content of a message are not understood, that message is not fully received - and communication is lacking or incomplete

● It is not what you (the messenger) understands that matters; the receiver is the person who confers meaning and understanding on any message received

● The medium or media used by the communicator can aid or hinder understanding

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"SUCCESS MANTRA" # 104

TOPIC :FACILITATION SKILLS

LEARNING THEORY

MIND SET

Faced with inevitable and totally natural problems of mind set, we trainers must help our

trainees to overcome the discomfort caused by cognitive dissonance. Like Shakespeare’s

Mark Antony, we must start from their point of view (‘Brutus was an honorable man’) and

find a WIFT (What’s In it For Them?) to help them change their minds.

By concentrating on WIFTs we help them to justify changing their skills, knowledge or

attitudes by providing a real need to do so.

Example: Faced with a salesperson whose mind set is ‘I should be out selling, not listening

to this nonsense’, you should concentrate on how your course can help her sell more.

Exercises:

● Think of one of your own courses. What WIFTs can you think of for a ‘dinosaur’ trainee

whose mind set is ‘our present system has worked very well up to now’?

● How could you find WIFTs to overcome the following mind set:

‘What can this upstart teach me; s/he’s half my age!’?

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"SUCCESS MANTRA" # 103

TOPIC :PLANNING TO INFLUENCE

5 EASY STEPS TO INFLUENCE

Here are the five main steps to effective influential communication. Make this pattern

second nature, leaving you to concentrate on the detail.

1. Gain rapport

Be on their level; recognize their beliefs and values; match their behaviour patterns and blend your personality characteristics with theirs.

2. Ask questions

Elicit needs and different responses;probe to identify their motives,attitudes and feelings.

3. Listen actively

Demonstrate that you are listening;listen with all your senses;suspend judgement.

4. Stress pertinent benefits

Summarize how specific benefits of your proposal accurately reflect their needs.

5. Work towards a decision

Ask questions which will force a decision (or rejection); test interest through hypothetical

questions; make positive statements which assume their acceptance.

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