BOLT: Bulls, Owls, Lambs and Tigers -

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1 BOLT: Bulls, Owls, Lambs and Tigers - Looking Through Your Communication Lens A presentation by: Dr. Debbie Phillips, CPM

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3 Areas of Exploration Mental Framing & The Power of Intention BOLT Communication Strategies for Effective Teams Ten Commandments of Communication Using Emotional Intelligence to Strengthen Teams

4 Visualize Your Best Self

5 You create your future with the power of intention. Intention is simply the conscious act of determining your future now.

6 Understanding BOLT

7 BOLT Break-down Bull Bottom line, Get to the point. Somewhat abrasive personality. Owl Extremely analytical, Detail oriented. Person who corrects everything you do. Lamb Tiger The person who wants to please everybody. Takes forever to make up their mind. Fun & exciting type of person. The kind of person with whom you can t get a word in edgewise.

8 B U L L Likes the bottom line - Get to the point (not A-Z, just Z). Fast to decide. Fast-paced. Neat type of messy. Results-oriented. Need to control a situation. Prestige & status are more important than security. Likes challenges. Likes freedom from control. Business first, then social.

9 O W L Likes detail and full presentation from A Z. Takes time to decide and is slow-paced. Very conscientious and early for appointments. No mistakes (yours or theirs). Does not like over excitement or emotionalism. Security is more important than prestige and status. Likes order and is more neat neat. Likes being alone, solitude. Business first, then social.

10 L A M B Be their friend, give direction, and show support. Slow to decide and often change their minds (high buyer s remorse). Slow-paced and is messy type of neat. Understands your mistakes and feels badly about their mistakes. Very emotional. Security is more important than prestige and status. Avoids conflict. Wants protection and peace. Social first, then business.

11 T I G E Not into details - prefers others to take care of the details. Fast to decide and is messy messy. Fast-paced and is often late for appointments. Loves recognition - emotional, likes excitement. Prestige & status are more important than security. Social relationships are important. Social first, then business. R

12 Emotions & Assertiveness Does Not Show Emotion Not Very Social Very Poker-Faced & Stone-Walled Tell-Oriented Bossy Ask-Oriented ASSERTIVENESS MOST Assertive Non-Bossy LEAST 1 Assertive E M OT I O NS L O W A B C H I G H Shows High Emotion Very Social D

13 Driving Force For the Bull... For the Owl For the Lamb For the Tiger...

14 Identifying Communication Styles Assertiveness & Emotional Level Body Language Handshake Voice Level Speed of Voice Their Responses to Your Questions The Questions They Ask Messy vs. Neat Decision Making Risk Taking Awareness of Being on Time

15 Follow-up For The Bull Give them a reason to buy now. When you phone or write get to the point or the reason of the call. Business first, then social. Wants to know how this product will help or affect them only. Loves to negotiate and has to feel that they received a one of a kind product, price, or deal. Frequency of follow-ups should be limited as well as content. State your purpose for writing or calling in your first remarks.

16 Follow-up For The Owl After a very detailed presentation from A to Z, an Owl can be sold on the spot if they have been looking for sometime. An Owl will be early for follow-up appointments. Stick to business and cover any mistakes. Make triple sure that you dot your i s and cross your t s. They do not appreciate mistakes. Keep things non-emotional. Explore the practical reasons to buy the product. Owls buy with logic and justify with logic (they do not buy on emotion).

17 Follow-up For The Lamb Above all, be their friend, give direction and show support. Lambs are very concerned about how their purchase will affect others. Talk emotionally about how much their family and friends will enjoy this new product. They will need to be reassured over and over again about the warranty and on-site service department, should anything go wrong. Security of the purchase is extremely important to them. They want to know that there have been many satisfied customers before them; not just to this company, but also to this product or service Avoid pressure sales. Follow up should be emotional and non-assertive. Frequency and content can be high.

18 Follow-up For The Tiger A Tiger wants social then business. Make notes about their families, hobbies, etc... They are fast decision makers and buy when they are excited about a product. The attention span of a Tiger is short. A Tiger would prefer letter writing with visual words and pictures of the product. Tigers enjoy the limelight and recognition. Remind them how great their friends will think they are because of the new product. Tigers prefer frequent follow-up via tailored letter and phone calls. Telephone follow-up should be visual and exciting.

19 Being Intentional How we communicate sets the tone for the relationship.

20 Words are like toothpaste: It s hard to put back once the message is out.

21 The Problem with Communication The greatest problem with communication is the illusion that it has been accomplished. - George Bernard Shaw

22 What is your default?

23 Six Ways to Increase Likability 1 Become genuinely interested in other people. 2 Smile! 3 Remember their name. 4 Be a good listener. Encourage others to talk about themselves. 5 Talk in terms of other persons interests. 6 Make the other person feel important and do it sincerely.

24 Levels of Communication and Trust

25 Becoming a Person of Influence Time: Take time to listen and give feedback. Respect: Give the person respect and he will return it with trust. Unconditional positive regard: Show acceptance of the person. Sensitivity: Anticipate the feelings and needs of the person. Touch: Give encouragement a handshake, high five or pat on the back.

26 Modes of Persuasion Aristotle is one of the founding fathers of communication theory. Logo Ethos Credibility DataLogic Statistics Pathos Appealing to Emotions

27 Non-Verbal Communication 7% Words 38% Tone of Voice 55% Body Language

28 Communicate Effectively A summary of tips from experts: Words have power. Lower pitched voices have more authority. Speak clearly, people who mumble are perceived as shy. Do not try to use big words; they seldom impress anyone. Maintaining eye contact increases credibility.

29 10 Commandments of Communication 1. Know what you want to say before you say it 2. Keep it simple 3. Use bullet points 4. WIIFM (What's in It For Me?) 5. Don't get bogged down 6. Call to action 7. Edit 8. Spell check 9. Take 10 minutes before hitting send 10. Follow up

30 Staying On Message Consistent Professional Responsive Solution Oriented Action Steps

31 Like it or not, we are all in the business of words!

32 Emotional Intelligence At Work Understanding self-awareness increases effectiveness.

33 What is Emotional Intelligence? The ability to perceive emotions, to access and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth. - Mayer & Salovey

34 What percentage of the results you achieve can be attributed to IQ? 10-25%

35 Why is EQ Important? EQ is at the core of relationships Impacts absenteeism and productivity Rules for work are changing Out of control emotions can make smart people weak The Human side of the Equation

36 The Science of EQ Top 5 Amygdala Triggers in the Workplace: Condescension and Lack of Respect Being Treated Unfairly Being Unappreciated Feeling that you are not being listened to or heard Being held to unrealistic deadlines

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38 The Emotional Competence Framework Personal Competence how we manage ourselves * Self Awareness * Self Regulation * Motivation Social Competence how we handle relationships * Empathy * Social Skills

39 Self - Regulation Time Management Focus on Priorities Control Anger Build Trust Embrace Diversity and Break Stereotypes Calmly Respond to Crises Balance Work Life

40 Emotional Intelligence At Work What will you do to: Become more aware of your emotions? Better regulate your ineffective behaviors? Be more empathetic? More effectively manage relationships?

41 Developing EQ at All Levels Emotional Intelligence: Where have I been? Where am I going? How can I get there? Who s going with me? How can I make the change stick?

42 I ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. Maya Angelou

43 Connect with me on: Contact: Debbie Phillips, Ph.D., CPM Facebook: Dr. Debbie Phillips, CPM - Twitter: Dr. Debbie Phillips@drpsuccess Instagram: drdebbiephillips