PDP

Making all the pieces fit.

Developing Effective Communication Skills
Facilitator Guide
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Objective .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..v
Invitation.Guidelines .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...vi
Checklist.for.Workshop.. . . . . . . . . . . . . . . . . . . . . . . . . . ..vii
Do.I.Really.Do.This?... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Speaking.for.Results. .. . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Bridge.for.Communication.. . . . . . . . . . . . . . . . . . . . . . . . . 4
Personal.Communication.StyleWhats.Mine?.. . . . . . . . . . . . . . 6
Communicate.for.Best.Response.. . . . . . . . . . . . . . . . . . . . . 8
They.Said.Words.Couldnt.Kill.. . . . . . . . . . . . . . . . . . . . . . . 10
Building.Bridges.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Skills.to.Develop.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Building.Bridges.Action.Plan .. . . . . . . . . . . . . . . . . . . . . 15,.17
Evaluation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Building.Bridges.Action.Plan.(Master).(also.on.resource.CD)
Developing.Communication.Skills.(insert)
The table
of contents
Pre-requisite.for.participating.in.this.PDP

.PowerApp

.Workshop
. Complete.a.ProScan

.Survey.within.last.6.months.and.receive.a.Confirmation.Feedback.and/or.
. Participate.in.a.previous.PowerApp

.Workshop

FA C L T A T O R NO T E S
Objectie
The.goal.of.PDP

,.Inc.is.to.help.build.quality.working.relationships.within.
your.organizationat.all.levels.We.have.developed.the.PowerApp

.
series.for.that.purpose.
Introduction to Facilitators Guide
The frst pages of this guide are designed to help the facilitator prepare
to.effectively.lead.the.PowerApp

.Workshop.entitled,.Developing
Effective Communication Skills..
Facilitator Preparation
Schedule, send invitations, receive confrmations.
Prepare.visual.aids:.

. Facilitators.own.reports.and.completed.exercises

. Review.Elevator.Video.from.CD.for.optional.set-up.and.use
Determine groups and/or sharing partnerships (specifc pages will
indicate.which.sharing.group.is.appropriate):.

. If.8.or.more.participants,.plan.to.divide.for.work.group.sharing

. Regardless.of.number.of.participants.or.work.groups,.select.
partnerships.within.each.group.for.other.exercises..
Print.the.following.reports:.

. Trait.Intensity.Chart

. Data.Sheet..

. (Optional).Team.Communication.Report.(Note.on.page.8)
Print.copies.of.the.Farmer/Attorney.joke.from.the.CD

. Option.1:.Print.three.copies.of.Farmer/Attorney.joke.During.the.
break,.select.two.participants.to.read.the.dialogue.Provide.each.of.
them.with.a.copy.to.prepare.for.presentation.on.page.10.Keep.the.
third.copy.for.yourself

. Option.2:.Print.one.copy.Plan.to.read.or.tell.the.joke.without.
participant.involvement
Prepare Certifcate of Participation awards.
Set.up.facility.and.gather.supplies:

. Projector.for.PowerPoint

Whiteboard or fip chart and pens

Plan.for.follow-up.workshop.in.30.days..This.will.allow.participants.to.
evaluate.their.success.in.Building.Bridges.of.communication.and.to.set.
some.new.action.plans
Participant Preparation
Complete.a.ProScan

.Survey.within.the.last.6.months
Receive a Confrmation Feedback
Suggestions to prepare for handling challenges
Accept.the.persons.concern.
Minimize.comparison.with.other.profile.tools
Agree.there.can.be.differences.between.tools.
Suggest.discussing.any.concerns.during.a.one-on-one.at.the.end.of.
the.session
Assure.the.person.youll.get.an.answer.quicklythen.do.your.homework
Interrupt.discussions.if.they.become.arguments.or.are.non-productive
Note
Available.on.the.attached.
Facilitators.Guide.CD.are.the.
following:

. Action.Plandoc

. .Agendadoc

. Certificate.of.Participationdoc

. Checklist.for.Meetingsdoc

. Developing.Effective.
Communication.Skillsppt

. Elevator.Video

. Farmer.and.Attorney.Jokedoc

..Invitationdoc

Planning.Worksheetdoc
The.PowerApp

.can.be.held.as.a.
single.2-hour.session.or.as.a.two-
session.workshop..Determine.length.
of.time.by.number.of.participants.
Estimated.times.below.are.for.a.
group.of.6-8.attendees
Session 1.-..Pages...1-7. 75-90.min
Session 2 -..Pages...8-15. 75-90.min

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ii
FA C L T A T O R NO T E S
Checklist for Workshop
Presentation
prepared.agenda
defned objectives
confrmed attendance with participants
ensured.all.surveys.have.been.completed.
printed.reports
prepared certifcation awards
Materials
tested.computer.and.projector.for.Power.Point
prepared.visual.aids.and.PowerApp

.workbooks
gathered.tools.(pencils,.note.paper)
prepared/ordered.water,.coffee.and/or.snacks
Names of Partners or Sharing groups

Note
The.workshop.has.individual.
and.group.exercises.When.you.
know.who.will.be.attending,.select.
partner.groupings,.either.to.match.
individuals.who.work.together.
or.to.match.different.traits.They.
should.retain.these.partnerships.
throughout.the.workshop.If.there.
is.an.odd.number,.select.a.group.
of.3.and.include.those.who.tend.
to.work.quickly
30.minutes

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FA C L T A T O R NO T E S
2
Purpose
To.focus.on.understanding.the.value.of.speaking.for.results.
Introduction to page 2
Picture.communication.as.a.bridge.over.which.the.speaker.sends.a.
purposeful.message.and.receives.back.a.response.According.to.the.
quote, Richard Nixon may have had some diffculty with his bridge of
communication.His.audience.did.not.return.to.him.the.expected.results
Nixon.said....(read.quote)
Introduction to page 3
Bruce.M.Hubby,.founder.of.PDP.was.a.gifted.communicator.Whenever.
he.taught.others.he.used.descriptions.to.bring.every.concept.to.life.Lets.
look.at.one.of.his.favorite.words,.ProScan.
What.is.ProScan?....(read.answer)
(Optional) Show Video
Short.Intro:.The.video.shows.how.the.Basic/Natural.Self.is.demonstrated.
by.a.persons.communication.style
Watch.how.each.individual.communicates.his.or.her.Basic/Natural.
behavior
5-10.minutes
Developing Effective Communication Skills
I know you believe you understand what you think I said, but I am
not sure you realize that what you heard is not what I meant.
Richard M. Nixon
AUDIENCE
and
RESULTS
SPEAKER
and
GOAL
Developing Effective Communication Skills

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FA C L T A T O R NO T E S

Purpose
To.understand.how.the.individuals.traits.form.his/her.Personal.
Communication.Style
Introduction
Your.Comprehensive Report defned the Communication Style of your
highest.trait.Using.the.descriptions.on.this.page,.you.will.be.able.to.
determine.how.your.other.traits.impact.that.primary.style
Instructions
Read instructions from page 7 and confrm that each individual
understands the exercise. Do not discuss until all have fnished. The
sample.will.help.clarify.the.assignment
If.you.have.completed.your.own.concise.summary,.you.may.read.it.
prior.to.having.them.complete.theirs
For.listening.to.Communication.Styles.of.Others,.have.them.read.their.
statements.and.record.key.point.they.learn.about.others
Optional instructions for Break
If.planning.to.use.participants.for.the.Farmer/Attorney.joke,.select.
them.during.the.break.Give.each.person.
a.copy,.assign.roles.and.have.them.
prepare.for.presentation.on.page.10
Note
Give.instructions.first.Have.
everyone.share.together.if.the.
group.is.not.too.large.and.there.
is.plenty.of.time.If.time.is.limited,.
divide.into.predetermined.smaller.
groups.for.sharing.
20.-.30.minutes
HIGHEST TRAIT LOW TRAIT(S) OTHER HIGH TRAIT(S)
HIGH DOMINANCE
Teller/Authoritative
Direct, concise
Like saying things only once
Speak forcefully, frankly
Compete, debate, sound decisive
HIGH EXTROVERSION
Seller/Persuasive
Positive, optimistic
Enjoy talking, presenting
Inspire, motivate
Show empathy, encouragement
HIGH PACE
Casual/Careful
Friendly, easy-going
Show patience, accommodation
Wait for others, circumstances,
results
Hold things within, react calmly
HIGH CONFORMITY
Guarded/Cautious/Exacting
Concerned, sincere,
conscientious
Focus on accuracy, quality
Present details, clear directions
Point out negative impact
HIGH DOMINANCE
Focus on results
Show competitiveness
Speak with intensity, authority
HIGH EXTROVERSION
Encourage participation
Create enthusiasm
Articulate ideas
Respond to praise
HIGH PACE
Persistent and deliberate
Take time to listen
Mediate, diffuse confrontation
HIGH CONFORMITY
Speak with accuracy, details
Value giving input prior to
changes
Organize comments
LOW DOMINANCE
Support others and their
ideas
Collaborate
Avoid confrontation
LOW EXTROVERSION
Reserved, private
Communicate when at ease
with others
Observe interactions
LOW PACE
Show urgency for action
Promote change
Sound impatient
LOW CONFORMITY
Resist controls
Question traditions
Pursue alternative option
Personal Communication StyleWhats Mine?
Developing Effective Communication Skills

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FA C L T A T O R NO T E S

Purpose
To.understand.how.to.communicate.for.the.Best.Response.from.others
Introduction
All.of.us.are.aware.that.the.manner.in.which.people.communicate.with.
us.may.get.in.the.way.of.their.message.The.way.we.communicate.with.
them.may.also.distract.them.from.our.message.These.exercises.are.
designed.to.help.us.understand.how.to.speak.to.others.and.what.to.say.
to.foster.the.best.responses.from.them.
Instructions
Read.the.exercise.instructions.from.page.9.Encourage.brief.answers.
to.the.questions
If.group.is.large,.for.sharing.have.them.remain.in.the.smaller.groups.
already selected. If profles are the same or similar, include secondary
high.traits.to.help.balance.the.lists.and.make.the.descriptions.more.
meaningful..
Options
Read.From the Founder note.
Hand.out.Team Communication
Reports.for.personal.reference

From the

Founder

Bruce M. Hubby, 1933-2003
Speak to a persons high
trait.
Up.to.70%.of.a.persons.
behavior.is.driven.by.his/her.
highest.trait,.with.another.
20%.coming.from.the.
lowest.trait.If.you.start.by.
understanding.and.speaking.
to.a.persons.high.trait.a.
lot.of.progress.to.bridge..
communication.can.be.
achieved
Note
Many.people.have.more.than.one.
high.trait.If.their.high.traits.are.
nearly.equal,.they.may.Respond.
best.to.one.style.with.a.spouse.
and.another.with.a.co-worker.
Mid-line.profiles.might.relate.
to.all.styles.For.the.exercises,.
suggest.those.with.mid-line.profile.
pick.one.or.two.traits.that.they.
perceive.are.most.important
1530.minutes
HIGH EXTROVERSION
Responds best to
Opportunities to promote ideas, personal
skills
Friendly affrmation, recognition
Being included in team discussion
Avoid
Disrespectful or harsh comments
Negativism, rejection
Technicalities and specifcs
Disregard for suggestions or feedback
Acting disinterested
HIGH DOMINANCE
Responds best to
Concise, direct messages
Problem-solving for results
Focus on goals, winning
Avoid
Repetition, small talk
Focusing on past ways
Unclear messages, fowery speech
Embellishment, not getting to the point
Overemphasis on process or details
HIGH PACE
Responds best to
Time to process upcoming change
Agreement on agenda, time frame
Consistent, clear directions, priorities
Avoid
Confict, unjustifed pressure
Sudden change without warning
Expectation of quick response
Arrogance, exaggeration
Constant interruption
HIGH CONFORMITY
Responds best to
Proven procedures, written guidelines
Respectful language and tone of voice
Importance and impact of change
Avoid
Criticism
Vague, unclear messages
Pressure to take high-risk actions
Belittling tone, questioning character
Invading personal space, getting to close
Being distracted, not making eye contact
Communicate for Best Response
Developing Effective Communication Skills

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START SESSION 2 of 2: 50-75 minutes

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FA C L T A T O R NO T E S
14
Purpose
To.select.Skills.to.develop.that.help.each.individual.communicate.more.
effectively.
Introduction
Skills.to.develop.are.steps.that.help.individuals.transform.natural.
responses.and/or.limitations.into.achievable.goals.By.taking.simple,.
practical.steps.it.is.possible.to.train.ourselves.to.become.more.effective.
in.communicating.with.others.
Instructions
Review.participant.instructions.for.What.can.I.learn?
Be.sure.that.instructions.are.understood.The.participant.sample.may.
be helpful. Discuss briefy.
Emphasize.that.each.individual.should.complete.the.action.plan.
without.discussion.Explain.that.the.focus.is.on.What.can.I.do.better,.
not.on.what.I.want.others.to.learn.about.me
Options
Have.individuals.share.1.or.2.skills.they.selected.They.do.not.need.
to.share.details.of.the.person.they.named.However,.to.develop.
accountability,.encourage.them.to.share.their.action.plan.with.the
Discuss.follow-up.to.the.workshop.
as.an.opportunity.to.score.personal.
success,.to.renew.commitments,.and.
to.develop.new.action.plans.
Read.From the Founder note
Ask.for.comments.about.the.sessions.
Discuss.follow-up.to.the.workshop
Ask.the.group.to.complete.the.
evaluation.form.before.leaving
Thank.everyone.for.participating.and.
distribute Certifcates of Participation.
From the
Founder

Bruce M. Hubby, 1933-2003
Learn new Skills
Most.things.in.moderation.are.fine,.
but.too.much.of.a.good.thing.can.
be.overpowering.When.you.know.
and.value.your.strengths,.you.are.
able.to.learn.new.skills.Practice.
making.the.most.of.your.strengths.
by.recognizing.limitations.and.
by.sharpening.your.edge
510.minutes
HIGH DOMINANCE
Listen to others
Encourage team discussion
Soften comments
Affirm others appropriately
HIGH EXTROVERSION
Organize thoughts before speaking
Keep message focused
Listen without interrupting
Ask for ideas of others
HIGH CONFORMITY
Soften judgmental comments
Think of options before denying possibilities
Lessen negative reaction
Ask questions to clarify concerns
HIGH PACE
Express ideas and opinions
Confront others immediately
Give true feelings
Agree and commit to justifiable change
Skills to Develop
What can I learn?
1. Ask yourself: Would I be a more effective communicator if I learned some of the skills
listed above?
2. From your high trait(s), select the Skills to develop that you feel are important for you
to learn.
3. Write two Skills to develop and the names of individuals with whom you need to use
these skills.
4. From page 8 describe how to get the best response from the person and what to avoid.
5. From page 13 select or adapt BRIDGE statements to use.
Developing Effective Communication Skills
14
ProScan

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Note
Watch.the.clock.Schedule.the.
exercises.with.adequate.time.
to.ask.for.the.evaluation.to.be.
completed
person.later,.and.to.ask.for.his.or.her.
input.and.assistance

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PowerApp

Deeloping Effectie Communication Skills
Acknowledgments
Course Deelopers. Eleanor.Guderian,.PhD. Brent.W.Hubby
Course Contributors. Dr.Bonnie.D.Bass. Joe.Dowd
Copyright Notice
Copyright.2003,.Rev.2008.by.PDP

,.Inc.All.rights.reserved
No.part.of.this.publication.may.be.copied.or.distributed,.transmitted,.transcribed,.stored.in.a.retrieval.system,.or.translated.into.any.human.or.computer.
language.in.any.form.or.by.any.means,.electronic,.mechanical,.magnetic,.manual,.or.otherwise.or.disclosed.to.third.parties.without.the.express.
written.permission.of.PDP

,.Inc,.13710.Struthers.Road,.Colorado.Springs,.CO.80921.USA..Anyone.infringing.can.be.liable.for.actual.damages.plus.
additional.profits.of.the.infringer.or.statutory.damages.and.could.be.held.liable.for.injury.to.business.reputation.or.the.dilution.in.value.of.the.copyright.
or.trademark.as.well.as.the.costs.and.attorneys.fees
Trademarks
ProScan

,.PDP

,.PDP

.logo,.Professional.DynaMetric.Programs

.and.PowerApp

.are.registered.trademarks.of.PDP

,.Inc.. Facillitator_v4