Oleg Afanasyev. Efficient communication. Training. 2013
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This document outlines an agenda for a two-day training on improving psychological competence in business communications. The training will cover several topics to help managers communicate more effectively, including analyzing communication effectiveness, understanding differences between business and personal communication, developing rapport skills, and resolving conflicts. The schedule provides details on session topics, activities, and models that will be covered each day to help participants enhance their communication skills and relationships with colleagues and partners.
Oleg Afanasyev. Efficient communication. Training. 2013
- 1. Speaker: Oleg Afanasyev Participant: ________________ September 22-23 Training studio Business Systems The village of Schastlivoye - 2013
- 2. Purpose: To improve psychological competence of managers who participate in business communications Tasks: • Analyses of effectiveness of business communications with people determining the result of training participant’s activity • Shaping the understanding of key differences between business and personal communication • Determining of basic targets of communication between people • Determining of factors showing successful communication • Developing of skills for coming into emotional contact with interlocutor , research of needs and interests of a communication partner, search for mutually acceptable decisions • Help in assimilation of new technology for stressful and conflict situations’ solving • Forming of atmosphere of effective cooperation while solving cognitive tasks in the area of communication psychology . www.businessystem.com 2
- 3. 4. 3. Technology of negotiations 5. Key skills for effective cooperation Nature and prevention of conflicts 2. 6. Peculiarities of business communication Technology of conflicts resolution 1. Program for enhancement of communication efficiency 7. Effective communicator www.businessystem.com Program of personal communicative effectiveness’ development 3
- 4. Day 1. 10.00 Introduction into training: coming together, expectations of participants, objective and tasks of training, rules of the group. 11.30 Coffee break. 11.45 Topic 1. Program for enhancement of communication efficiency Analyses of business communications’ effectiveness. “Virtual” team. “Closed” and “open” channels of cooperation Personal program targeted to improve relationship between colleagues and partners determining the result of activity. 13.00 Dinner. 14.00 Topic 2. Peculiarities of business communication Difference between business and personal communication. Objectives of negotiations. Criteria and stages of successful business communication . 15.30 Coffee break. 15.45 Topic 3. Key skills for effective cooperation Calibration of emotional states of interlocutor. Techniques of coming into emotional contact with an interlocutor . 17.15 Coffee break. 17.30 Model Т.О.Т.Е. – art of getting of nonverbal “feed back” and change of emotional state of a partner . Technique of adding of an emotional resource. Model of successful communication in NLP: Objective – Sensibility – Flexibility . Objective : Modeling as a technology of detailing and specification of senses put into words of interlocutor. 18.30 19.00 Results of the day. Completion of work. www.businessystem.com 4
- 5. Name, position Typical problems in business communication 1. 2. 3. 4. 5. Typical tasks for enhancement of relationship effectiveness My expectations for this training 1. 2. 3. 4. 5. www.businessystem.com 5
- 6. Only one speaks Ladder Autumn Shoulder straps I - statement Piece of Pie Cup of Tea www.businessystem.com 6
- 8. Topic 1. Program for enhancement of communication efficiency “Virtual” team www.businessystem.com 8
- 10. WHO ARE THE PEOPLE TO URGENTLY ESTABLISH RELATIONSHIP WITH? www.businessystem.com 10
- 13. Topic 2. PECULIARITIES OF BUSINESS COMMUNICATION Awareness and Goal orientation www.businessystem.com 13
- 19. MOTIVATION TO ACT MAINTENANCE OF RELATIONS EMOTIONAL RESULT INFORMATION EXCHANGE EMOTIONS EXCHANGE www.businessystem.com 19
- 20. PERSONAL CONTACT AGREEMENT LOGICAL RESULT COLLECTION OF INFORMATION SEARCH OF DECISIONS www.businessystem.com 20
- 21. Are logical … AGREEMENT SEARCH OF DECISION COLLECTION OF INFORMATION PERSONAL CONTACT www.businessystem.com 21
- 22. AGREEMENT SEARCH OF DECISION COLLECTION OF INFORMATION PERSONAL CONTACT This is like flirting… www.businessystem.com 22
- 23. WHY? AGREEMENT SEARCH OF DECISION COLLECTION OF INFORMATION PERSONAL CONTACT Also we cannot always hit the goal… www.businessystem.com 23
- 28. FEAR Psychological traumas of the past (emotions) DOUBT REGRET GUILT HURT www.businessystem.com 28
- 30. Transpersonal “I” Collective unconscious Super conscious Middle unconscious Personal “I” Field of conscious Lower unconscious Collective unconscious www.businessystem.com 30
- 31. Higher “Self” Assagioli suggested the following approach for achievement of balanced inner integration, understanding of true “I” and forming of correct relations with other people: 1. Deep understanding of own personality. 2. Control of component parts of own personality. 3. Understanding of own “Higher self” (see the model) – disclosure or creation of consolidation center. 4. Psychosynthesis: forming or reconstruction of personality around a new center. www.businessystem.com 31
- 32. Those speak ill of us who are worse than us Those who are better than us don’t care about us www.businessystem.com 32
- 34. Topic 3. KEY SKILLS FOR EFFECTIVE COOPERATION In search of perfection www.businessystem.com 34
- 37. MIRROR General topic Slang VAK Adding of a resource Project General task Business trip Collective recreation Collective business Words Action Body Manner www.businessystem.com Pose Gestures Breathing Distance Intonation Volume of sound Pace of speech Complexity of sentences 37
- 39. Model Т.О.Т.Е. is an art of nonverbal “feed back” and change of emotional states of a partner ENTER TEST ACTIONS TEST EXIT ADDING OF A RESOURCE www.businessystem.com 39
- 41. Internal representation Delete Distort Generalize External event State Physiology Time/space/energy Language Memories Decisions Meta programs Values and beliefs Attitudes Behavior www.businessystem.com 41
- 42. Meta modeling as a technology of detailing and specification of senses put into words of interlocutor. Speech Incomplete sentence Surface structure Complete sentence Deep structure Recording of experience VAK www.businessystem.com 42
- 43. Forms of meta model damage Examples of speech distortion Examples of appropriate specifying and correcting questions 1. Nominalization (describing of a process by a noun) My depression torments me. My anxiety makes me crazy What depresses you? (Transfer of a noun into a verb). What makes you anxious? 2. Nonspecific verb I experience, I feel How do you feel this? 3. Absent referent index This…some feeling What exactly? What feeling? 4. Simple sensation Absence of significant specification What? Who? When? Where? 5. Universal quantifier (super-generalization) Always…never Really never? 6. Modal operator (supposing absence of choice) I must do this. I cannot… What can happen if you do not do it? What stops you? 7. Damage of casual-andeffect link He makes me unhappy How does he do it to you? 8. “Reading of thoughts” (differs from intuitive statement “this could be” by the fact that “it is really so”) They must think that I am… What are the evidences that they think exactly this way? 9. Lost pre-formation (value judgment without specifying of evaluation standard) I did not do it well enough Comparing to what (to what standard)? www.businessystem.com 43
- 44. Day 2. 10.00 Topic 4. Technology of negotiations Model “Target oriented cooperation”. Rapport. Research of needs and interests of an interlocutor. 11.30 Coffee break. 11.45 Technique of “open” listening and getting of nonverbal “feed back” from an interlocutor. Cooperative search of mutually acceptable decisions. Control of emotional state of an interlocutor at the end of communication. 13.00 Dinner. 14.00 Topic 5. Nature and prevention of conflicts. Kinds of typical conflict situations arising at the place of work and ways of their settlement. Stages of conflict development. “Open” and “closed” conflicts. 15.30 Coffee break. 15.45 Topic 6. Technology of conflicts resolution. Factors of possibility of a conflict situation and practice of open confrontation’s prevention. Technique of constructive solution of open conflict “Problem sac”. 17.15 Coffee break. 17.30 Topic 7. Program of personal communicative effectiveness’ development Zones for improvement. Plan of personal skills’ development in successful business communication. 18.30 19.00 Results of the day. Completion of work. www.businessystem.com 44
- 45. Topic 4. TECHNOLOGY OF NEGOTIATIONS Application of communicative techniques www.businessystem.com 45
- 47. AGREEMENT SEARCH OF DECISION COLLECTION OF INFORMATION PERSONAL CONTACT www.businessystem.com 47
- 48. TARGET ENVIRONMENT AGREEMENT I CONTEXT SEARCH OF HE DECISION COLLECTION OF INFORMATION PERSONAL CONTACT www.businessystem.com 48
- 49. Speak Listen Open questions 20% 80% 50% Alternative questions Specifying questions 50% Closed questions 80% 20% www.businessystem.com 49
- 51. HIS FEELINGS OPEN LISTENING MY THOUGHTS HIS THOUGHTS CLOSED LISTENING MY FEELINGS www.businessystem.com 51
- 54. Topic 5. NATURE AND PREVENTION OF CONFLICTS Stress coping www.businessystem.com 54
- 56. MISUNDERSTANDING SUSPECT STRESS SCANDAL GENERALIZATION OF INTENT INTERPRETATION OF RELATIONSHIP AT THE NEW LEVEL www.businessystem.com 56
- 58. Topic 6. TECHNOLOGY OF CONFLICTS RESOLUTION Stress coping www.businessystem.com 58
- 59. Factors of conflict situation Methods of prevention www.businessystem.com 59
- 62. Topic 7. PLANNING OF TRAINING RESULTS’ IMPLEMENTATION Revision www.businessystem.com 62
- 64. To what extent my expectations of the training were met? My principal conclusion after the training? What can I wish the training team? www.businessystem.com 64
- 65. OLEG AFANASYEV Director of Business Systems, Managing Partner of Profiles International Ukraine (USA) Partner of Global Management Ukraine (Portugal) www.profilesinternational.com www.profilesinternational.com.ua www.businessystem.com www.gmcua.com www.gmc.in.ua www.ukrinnovation.com oooaaa.bs@gmail.com oleg@profilesinternational.com.ua (+38067) 401 31 71 skype: oleg.afanasyev2 www.businessystem.com 65