Birmingham Professional Conference
Confidence in Communication – Workshop 29th March 2012
Communication framework
External behaviour
Environment
External
Behaviour
Environment
Words
Place
Tone
Time
Expression
Conditions
Body Language
Listening
Internal State
Internal Processing
Internal
Processing
Internal
State
Thinking/Purpose
Feelings
Values and beliefs
Emotions
The Language that is used Identity
History
Birmingham Professional Conference
Confidence in Communication – Workshop 29th March 2012
Status?
TA (Transactional Analysis)
P
A
C
arent
dult
hild
P
A
arent
C
dult
hild
Birmingham Professional Conference
Confidence in Communication – Workshop 29th March 2012
Match Pace Lead?
Them
Match
Pace
Pace
Lead




You




Birmingham Professional Conference
Confidence in Communication – Workshop 29th March 2012
The Importance of Listening
We can really only take in 5 pieces of information (+ or – 2)
at any one time, so we tend to generalise, delete or distort information.
Generalisation:
‘Everyone says this never works!
‘I always wait ages to get through!’
‘ I never ever have good signal’
Deletion:
What type of information do you tend to delete?
What is the other person deleting?
Distortion:
Placing a different meaning on something, to that intended by
the speaker
Birmingham Professional Conference
Confidence in Communication – Workshop 29th March 2012
A Definition of Rapport
Taking a genuine interest in another person
Being curious about who they are and how they think
Being willing to see the world from their point of view
5 Tips for better rapport
1. Calibrate voice tone, speed, volume, language, beliefs and values
2. Take things at their pace
3. Understand their outcome
4. Diagnose cause rather than symptom
5. Lead to a positive close
Birmingham Professional Conference
Confidence in Communication – Workshop 29th March 2012
Confidence
You are a professional
5 Tips to build your self confidence
1. You know your subject - you have all the resources you need
2. If the subject is new to you prepare and be honest if you need to
check facts
3. Choose your status ‘act status appropriate’
4. ‘Anchor’ what feeling confident feels like for YOU
5. Build rapport & listen– everyone wants you to succeed!