45. Because of the furious pace of change in
business today, difficult to manage
relationships sabotage more business
than anything else - it is not a question
of strategy that gets us into trouble;
it is a question of emotions.
John Kotter, Harvard Business School
46. People who feel stress, threatened or put at risk
beyond their control,
47. People who feel stress, threatened or put at risk
beyond their control, lose up to 80% of their
ability to process information.
69. Perceptions not reality determine the
direction and intensity of one’s
reactions and behaviors.
Organizations should learn to
manage the perceptions they give.
70. Your Turn
How does
Perceptions = Reality
impact your member messaging
when dealing with change?
70
72. 3 Key Messages For Communication
G=T+C
Goal = Trust + Credibility
73. Goal is to produce informed stakeholders
that are involved, interested, reasonable,
thoughtful and solution oriented.
74. Goal is to enable two-way conversation
based on trust and open exchange of
dialogue.
75. Grounded on knowledge & understanding
of stakeholders’ perceptions.
Means organizations should learn to
manage the perceptions they give.
76. Grounded on knowledge & understanding
of stakeholders’ perceptions.
Credibility is difficult to build and can be lost
quickly. Once lost, the most it can learn to
Means organizations should be
regained is 80%.
manage the perceptions they give.
77. Grounded on knowledge & understanding
of stakeholders’ perceptions.
Credibility is difficult to build and can be lost
quickly. Once lost, the most it can learn to
Means organizations should be
regained is 80%.
manage the perceptions they give.
Most important factor of credibility – can
source be trusted? If not, perception or risk
increases 2,000 times.
95. Non-verbal communication
when trust low & concerns high
50%-75% of message content
Is intensely noticed
Is interpreted negatively
Overrides verbal communication
103. Answering difficult questions
1. Express empathy or concern
2. Provide facts
2a. Start with conclusion
Be positive, address underlying issue
104. Answering difficult questions
1. Express empathy or concern
2. Provide facts
2a. Start with conclusion
Be positive, address underlying issue
12-15 word soundbite
106. Answering difficult questions
1. Express empathy or concern
2. Provide facts
2a. Start with conclusion
2b. Provide two facts
1 involves 3 rd party endorsement
107. Answering difficult questions
1. Express empathy or concern
2. Provide facts
2a. Start with conclusion
2b. Provide two facts
1 involves 3 rd party endorsement
Includes a story
108. Answering difficult questions
1. Express empathy or concern
2. Provide facts
2a. Start with conclusion
2b. Provide two facts
2c. Repeat the conclusion
109. Answering difficult questions
1. Express empathy or concern
2. Provide facts
2a. Start with conclusion
2b. Provide two facts
2c. Repeat the conclusion
Same as first conclusion
111. Answering difficult questions
1. Express empathy or concern
2. Provide facts
3. Describe future action
3a. Describe commitment to improve
112. Answering difficult questions
1. Express empathy or concern
2. Provide facts
3. Describe future action
3a. Describe commitment to improve
3b. How to get more info
126. Assumptions about conflict.
Not about right or wrong.
Conflicts & disagreements develop. It’s how
we understand, resolve and learn from
them that is important.
128. Assumptions about conflict.
Some can be minimized.
Using risk communication can prevent
conflicts from ballooning into unnecessary
and less manageable sizes.
134. Conflict is constructive when it:
Clears up important issues.
Results in the solution to problems.
135. Conflict is constructive when it:
Clears up important issues.
Results in the solution to problems.
Increases a person’s involvement in issues.
136. Conflict is constructive when it:
Clears up important issues.
Results in the solution to problems.
Increases a person’s involvement in issues.
Results in open communication.
137. Conflict is constructive when it:
Clears up important issues.
Results in the solution to problems.
Increases a person’s involvement in issues.
Results in open communication.
Serves as a release to anxiety & stress.
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