Development Journey

Communication and
Interpersonal Skills
Workshop 1
Version 5.0 October 2013

Introductions
Your Name
Department and business area
Time with BGR

One thing that you like about your role

Workshop Objectives
By the end of this session you will:
Be able to describe the factors that can impact effective
communication.
Be able to describe what can be done to build rapport.
Identify methods for improving communication with
different customer profiles.
Be able to use a range of methods to ensure balanced
conversations.
Be able to use a range of techniques to handle difficult
situations or conversations.

The Agenda
Defining Communication
Project Sign Lines
Communication model

Developing Rapport
3 minute experiment
3 Vs

Colourful Communication
Customer profiles

The Conversation Cycle

Questioning & listening
Skills practice

Dealing with Difficult

Situations
Transactional analysis

Self reflection & Action

Planning

Project Signlines
The objective of the task is to place the cards in the
correct place on the grid
Each card has only one correct position on the grid
Cards may not be shown or passed between team
member
Nothing may be written down
Teams have a maximum of 20 minutes planning time
The team will be given one timed attempt of 30
seconds to assemble the cards on the grid correctly
Cards may not be placed on the grid at any other time

What is Communication?

Sender

Receiver
Message
Feedback

Think about your message

and how the person will receive it

Be receptive, think about it

and confirm your understanding

Effective Communication
Communication flows up, down and across teams

Poor communication can have a significant impact on

the team, the team leader and the organisation
Feedback is essential for effective communication

Lots of things can get in the way of effective

communication!

Rapport
It is commonality of perspective, being in "sync", being on

the same "wavelength" as the person with whom you are

talking
A relationship of mutual trust and respect

A feeling of connection and trust established between

people

Three communication fundamentals

Building rapport
Use every sense available

Questioning
Influencing through Qs

Listening
Practice active listening

When people are in rapport

Communication seems to flow
Their bodies as well as their words match each other
They tend to mirror and match each other in posture,

gesture and eye contact

Their body language is complimentary

Communication; the whole picture

Verbally

The words we use

Individual
Sentences

Vocally

The way we use words

Tone
Pitch
Pace etc

Visually

What people see

Behaviour
Body language
Source: Albert Mehrabian 1972

7%

38%

55%

Opening the door to communication

Increased awareness of self and

the effect that we have on others
Increase in personal effectiveness
Increased communication,
understanding & appreciation

Communicating by Colour
Thinking
Blue
(Cool)
Cautious and
Precise

Red
(Fiery)
Challenging and
Direct

Introvert

Extrovert
Green
(Steady)
Relaxed and
Thoughtful

Yellow
(Sunshine)
Optimistic and
Trusting

Feeling

How you might see yourself

Precise
Careful
Reserved
Logical
Rational

Exacting
Efficient
Determined
Direct
Decisive

Warm
Approachable
Patient
A team player
Friendly

Energetic
Creative
Open
Optimistic
Takes action quickly

How others might see you (on a bad day)

Stubborn
Nit picker
Perfectionist
Pedantic
Over-analytical

Autocratic
Critical
Demanding
Insensitive
Domineering

Over-sensitive
Wastes time
Lacks goals
Indirect
Slow to decide

Pushy
Superficial
Exaggerates
No follow-through
Over-confident

accurate, cautious,
bold, aggressive,
detailed, precise,
driving, direct,
perfectionist, orderly, competitive, decisive
meticulous, factual
determined
deliberate, steady, enthusiastic, trusting
patient, habitual,
sociable, chatty,
methodical, relaxed optimistic, persuasive
reliable, steady
trusting, outgoing

Party Poster!

Devise a poster to advertise

a forthcoming event to
appeal to your opposite
profile

The Conversation Cycle

Advise

Affirm

Ask

Assure

Basic questioning
Open Questions

Closed Questions

What

Do

Why

Did

When

Have

How

Can

Where

Are

Who

Shall

The Question Funnel

Open

Probing
Direct

Reflective
Hypothetical
Closed

Active & Passive Listening

Assure
(Passive Listening)
Give them air time
Listen without interruption
Verbal nods

Affirm
(Active Listening)
Repetition
Summarise
Paraphrase

Levels of listening
Level 6

Emphatic

Hear occasional selective words but offer no response

Level 5

Active

Hear occasional word and occasional response with

uh-huh, I see

Level 4

Attentive

Listen to words with own agenda, plans what to say

next and seeks opportunity to interrupt

Level 3

Selective

Listen to words, do not interrupt, encourage but still

respond based on own interests

Level 2 Responsive

Listen to the answers, watch body language and tone.

Questions come from their answer not own agenda

Level 1

Listens with intent to understand, imagine yourself in

their shoes

Passive

Match Mis-Match
A chance for some skills practice;
Flexing style to suit different colours
Use of questions
A

Building rapport

B
A

B
B

Listening skills

Transactional Analysis
Helping, guiding,
censoring

Unemotional
information handling

Emotional, energetic,
creative

Parent

Copied attitudes
and behaviours store

Adult

Data processor and

store

Child

Feelings, wants and

wishes store

Parent
N
P
Nurturing Parent

C
P
Controlling Parent

Sympathetic

Limit setting

Comforting and protecting

Censoring

Caring

Pre-judging and moralising

Rewarding

Punishing and over-demanding

Child
NC
Natural Child
Uncensored, fearful
Affectionate, impulsive
Curious and fun-loving
Self centred
Self Indulgent
Loud and aggressive

A
C

Adapted Child
Compliant
Approval seeking
Procrastinating
Courteous
Sharing
Polite

Adult

Adult
Active listening
Relevant information collecting
Relevant information giving
Reality testing against evidence
Considering consequences
Estimating probabilities

Action Planning
Complete your Commitment to Action plan on the template
provided in your Learning Log.