How to Communicate to Persuade and
Accomplish What Matters Most
Developed and Prepared for:
Statewide Operations
Field Administrative Workshop
Developed and Facilitated by:
Jan Dwyer Bang, MBA, CSP
Lake Sammamish State Park
Columbia Plateau Trail State Park
Deception Pass Park
After attending this session, you will be able to:
Identify your own style of communication
and recognize ways to tap into the strengths
of others
Discover practical ways to increase your
persuasive communication
Learn simple, intuitive ways to make lasting
improvements in building relationships
After attending this session, you will be able to:
Understand and more fully value the
communication preferences of different people
Discover how to better deal with conflict
Identify practical productivity tools to better
manage your workload
What is your communication challenge?
Biggest challenge
 Juggling different personalities
 Lack of having non-office hours
 Balancing customer service with administrative
 Small amount of staff
 Communication in the rural areas
 Distance between parks
 Typing!
 Getting any training from my direct supervisor
 Volume of the work
 Organization of existing files
#1 Topic
 How to communicate to different personality types
 How to encourage honest communication in others
 How to deal with employees that are hard to work with
 Some discussion from the 7 Habits material
 Improve my time management
 Improve my collaboration with other colleagues in my
position to improve my task efficiency
 How do I do more with less
Basic Principles for using words well
 Be direct
 Be clear
 Be human
 Be flexible
Resources
www.jandwyerbang.com/persuade
Common Language
Non-threatening
Non-judgmental
Safe for everyone to use
Administering the DiSC
Preview Assessment
 It is not a test.
 You cannot pass or fail.
 There are no right or wrong
answers.
 There is no one style that is better
than another.
Purpose
•DiSC® Preview helps us identify the
different ways we behave so we
can:
• Minimize potential
conflict with others
• Maximize our
potential for success
A Day in the Life
Page 5
Describe what it is like
to be your style
Use your profile and
experience
Consider the questions
on the handout
Use words, statements,
pictures, etc.
Active
Thoughtful
Questioning
Accepting
Active
Questioning
Accepting
Thoughtful
Active
Dominance
Direct, results-oriented
Influence
Expressive, Relationship
Questioning
Analytical, Deliberate
Conscientiousness
Accepting
Supportive, Cooperative
Thoughtful
Steadiness
My Value to the
Organization
Preferred Work
Environments
Conflict and Stress
Tends to:
ASSERT
D
i
C
S
Tends to:
SUPPRESS
Responses to Conflict
Focuses on:
D
i
LOGIC
Focuses on:
FEELINGS
C
S
DEMAND
Goal: Victory
Tends to:
ASSERT
EXPRESS
Goal: Acknowledgement
Focuses on:
Focuses on:
LOGIC
FEELINGS
WITHDRAW
Tends to:
Goal: Justice
SUPPRESS
COMPLY
Goal: Harmony
Introduction to People Reading
Remember That…
There are no good or bad styles.
There is no best style.
All styles have strengths and limitations.
All styles can be more or less effective.
People are a mixture of styles.
Observable Behavior
• Body Language
• Posture
• Use of hands
• Facial expressions
• Tone
• Pace
• Inflection
• Volume
• Words
Review
People reading is not designed to label people
People reading can help us interact
more effectively with others
No one has a “pure style”
Step 1:
Recognize
People have different
communication styles.
Step 1:
Recognize
Step 2:
Understand
People have different
Goals
Fears
Motivations
Ways of seeing the world
Step 1:
Recognize
Step 2:
Understand
Develop productive
interactions by adapting
as needed.
Step 3:
Adapt
DD
i
C
C
S
S
Is there a predominant style that describes
your team?
D culture – quick decisions, direct answers and a
competitive atmosphere. Interpersonal communication
may suffer in this environment and those less assertive
may feel overwhelmed
i culture – energetic atmosphere, a focus on
innovation, and lots of time spent in meetings or social
gatherings. Those less people-oriented may be
frustrated by the focus on group activities and poor
planning and lack of details may prevent an I culture
from implementing any ideas
Is there a predominant style that describes
your team?
S culture – stability, predictability, and friendliness.
Values strong teamwork and a management work-life
balance. Stagnation may be a risk in this culture and
efforts to move the organization forward may met with
hesitation
C culture – quality, accuracy, and order. Cynical
toward new ideas and trust usually has to be earned.
The group may miss opportunities because it spends so
much time analyzing and may resist growth for fear of
lowering its standards
Enhancing Team Effectiveness
What is your communication style?
 What happens when you are stressed?
 Identify what you need from the team to be effective.
 As a team, talk about how you can work together.
Persuasive Communication
…Any message that is intended to
shape, reinforce, or change the
responses of others. Anytime you are
presenting your ideas, building
relationships or earning trust, you are
using a persuasive approach.
Leadership – is
what we do, not
what position we
hold. Leading is
influencing others.
It seems rather incongruous
that in a society of super
sophisticated communication,
we often suffer from a shortage
of listeners.
- Erma Bombeck
Overload
Activity overload
Change overload
Choice overload
Commitment overload
Competition overload
Debt overload
Decision overload
Information overload
Expectation overload
Fatigue overload
People overload
Technology overload
Problem overload
Work overload
From Margin, Richard A. Swenson, M.D
What is your Biggest Time Barrier?
“Whether the value is family,
teamwork, hard work, or fun, the
truest measure of what leaders
deeply believe is how they spend
their time.”
-The Leadership Challenge, Kouzes & Posner
Connect your goals with your mission!
Write a mission statement by asking yourself:
◦What’s most important?
◦What gives your life meaning?
◦What do you want to be and to do in your
life?
7 Habits of Highly Effective People, Stephen Covey
Laser Focused Goals
Why do I want this goal?
What will the goal look like when it is
completed?
How will I feel like when the goal is
completed?
GOALS
M=Measurable
T= Time Bound
SAMPLE GOALS
th
30 ,
By December
I will
have my office filing
system completed.
WHY?
By creating an organized space in my
office by eliminating unwanted paper
and by designing a system that works, I
will feel more productive and energized
in my work.
Goals
•Business
•Career
•Mental/Learning
•Physical
Goals
•Spiritual
•Emotional
•Relational
•Financial
Plan Weekly
Review your “why”
Schedule your “big rocks”
Schedule the week
From 7 Habits of Highly Effective People, Dr. Stephen Covey
Systems
Create a series of activities that you do on a daily/weekly
basis
Set up benchmarks that will help you reach your goals
Tickler files (43 folders- 31 daily (1-31); and 12 more labeled
with the months)
Daily calendar/Daily tickler folder
Action lists
Accountability: Actions
toward or involving
others that reflect the
integrity of the person
you want to be.
Follow through
To press on in an activity
or process; especially to a
conclusion
Follow-Through
Just do it!
Start now
Set a timer
Recognize your own barriers
Myths of Time/Life Management
Time can be managed.
More and faster is better.
 People and circumstances can
make us act in certain ways.
Life Management Principles
 Time must be budgeted.
 Your ability to make decisions on your use of time
should be based on your life mission, goals, and
responsibilities.
You need to understand your own limits.
Life Management Principles
You can seize time when you schedule it far in
advance.
The ability to apply assertive communication and say
“no” is critical to managing your schedule and your life.
You must know your own natural rhythms of
maximum effectiveness.
Barriers
Paper
 Priorities
 People
 Other

Quadrant 2 Living
URGENT
NOT URGENT
IMPORTANT
NOT
IMPORTANT
Crisis
Preparation/True
Recreation
Interruptions?
Trivia, busywork
How to Prioritize
•Is this a High Value Activity?
•What am I doing this morning to reach
my goal(s)?
•What am I doing this afternoon to reach
my goal(s)?
Ideas for Just Doing it!
1.Kitchen timer
2.Delayed gratification
3.Be accountable to someone else
4.Use technology for reminders
Action
Planning
How to Communicate to Persuade and
Accomplish What Matters Most
Developed and Prepared for:
Field Administrative Workshop
Developed and Facilitated by:
Jan Dwyer Bang, MBA, CSP