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Day 9 Perkin Elmer

Corporate Communication Training

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26 views38 pages

Day 9 Perkin Elmer

Corporate Communication Training

Uploaded by

nikkie detaro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Online Business

Communication

Perkin Elmer- American Day 9


Practice asking question
Practice Assertiveness

Show empathy

Actively Listen using RELAX

Say NO

Use positive language

GOALS- Day 9
House Rules
• Stick to English
• Come on time
• Take a break (10:55- 11:00)
• Keep distractions to a minimum
• Be open to new ideas
• Participate (shuffle team leader/representative)
• Have fun!
homework
• Knowledge - Remembering

Can you list down….


Can you select….
Can you recall…
What are the..
• Comprehension

Explain the
Describe…
Summarize…
Identify…
• Application

How will you solve the…


Can you predict the…
How can you apply the…
• Analysis

What assumptions do you have when…


What were your conclusions after…
Can you identify the…
• Evaluate

Can you justify the…


• Create

• What alternative would you suggest for ___?


• What changes would you make to revise___?
• How would you generate a plan to ___?
What questions did you ask?
What did you learn about the person?

How can asking effective questions


build relationships at work?
Saying “No”
• Never have I ever rode a motorcycle
• Never have I ever broken a bone
• Never have I ever really liked a song by Justin
Bieber.
• Never have I ever escaped from class.
• Never have I ever cheated on a test.
• Never have I ever used a fake ID
• Never have I ever broken up with someone
• Never have I ever got seriously hungover
• Never have I ever been in love with my
teacher in college.
• Never have I ever lied to my parents about
where I’m going.
• Never have I ever got on the wrong train or bus
• Never have I ever went on a solo vacation
• Never have I ever ate an entire pizza by myself
• Never have I ever fallen asleep in the cinema.
Never have I ever ridden an animal.
• Never have I ever faked my sickness
• Never have I ever got a tattoo
• Never have I ever wanted to be on a reality TV
show
• Never have I ever left gum in a public space
• Never have I ever ran a marathon
• Never have I ever had a paranormal
experience.
• Never have I ever lied about my age
• Never have I ever disliked something that I
cooked
• Never have I ever danced in an elevator.
• Never have I ever tried to cut my own hair.
• Never have I ever wanted to be in PBB
No=Negative
Do these statements use positive language?
Good morning. Our lines have been busy and so we can’t talk
to everyone at once. What’s your account number?
This is the wrong department for that concern.
Unfortunately, we close at 4:30. You should have come
earlier.
You should have known that we needed written permission
before we could send that document.
That’s the policy. If you call before 3:00, we can process your
request the same day. It’s 3:05.

I don’t have time to answer your questions now.


Is NO really negative?
Watch a video
NO X Negative
NO= POSITIVE
NO YES
YOU Statements

You are very disorganized.


You always transfer my call.
You are talking way too fast.
You don’t make sense.
You never solve my problems.
You sent the wrong information.
YOU
Observe
I think it would be better if work stations are
organized as…
I feel disrespected when I am cut off when I’m
trying to present my ideas
I am trying my best to explain the situation so…
I’m finding it difficult to follow what you’re
saying. Can you please slow down?
Practice changing these “You” statements into “I” statements.
• You are very disorganized.
• You are always interrupting me.
• You don’t understand.
• You are talking way too fast.
• You don’t make sense
• You are very noisy.
• You are so inconsiderate of people’s time.
• You always disturb me when I am working.
• You don’t take my recommendations into consideration.
• I think it would be • You are very
better if work stations disorganized.
are organized as…

• I feel disrespected
• You are always
when I am cut off
when I’m trying to interrupting me.
present my ideas
• You don’t
• I am trying my best to understand.
explain the situation
so…
The i- Phrases
moving the conversation forward
“I’m sorry if …”

“ I understand that …”

“I think we can talk about this. I need to know


why it happened and how we can keep it from
happening again.”

“I’m happy we could resolve this.”

“I’m glad we talked this out. Now I’m


confident we can work through any problem.”
“I realize that you didn’t do it on purpose…”

“ I understand that you didn’t mean to sound that way…”

“I’m sure you were just excited when you started


talking…”

“I’m certain you didn’t mean to take credit for my idea…”

“I know you well enough to know that you wouldn’t


knowingly do that to me…”
“I feel that we need to talk this out so it doesn’t
happen again.”

“Let’s go somewhere in private and try to resolve


this.”

“Let’s talk this over and find a suitable compromise.”

“Let’s talk about this. I need to know why it happened


and how we can keep it from happening again.”
Constructive
Empathetic
Effective
i Accusations
Verbal attack

you
The Power of iPhrases

incredible
in- control
Remember

Assertiveness

• Active Listening
• The power of Empathy
• R.E.L.A.X.
• Saying NO
• You to “I”
Assertive language
SCENARIO ASSERTIVE RESPONSE
You want to go to the department meeting.
Your manager says to you: “John, as
everyone can’t go to the meeting, would
you mind staying and answering the phone.”
You do mind.

Your boss comes up and says: “I’ve been


waiting a week now for that analysis report
you were doing. Can’t you cope with your
workload?”

At a daily briefing with the team, Cherry


(your manager) comes up with an idea
which you yourself had mentioned to her
only 3 days ago. The problem was that she
indicated that it was her idea. You are
annoyed about this, and want to tackle her
after the briefing.
Assertiveness

• Active Listening
• The power of Empathy
• R.E.L.A.X.
• Saying NO
• You to “I”
Put the person at
ease Small Talk
Build rapport

Bridge difficult
conversations
Strangers
Meeting new
people

fear
Respect for Self
and Others
Assertiveness
Active Listening
(RELAX)

Empathy (Saying
No, iPhrases) Accusations
Verbal attack

you

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