THAT S NOT WHAT I MEANT. Being an Effective Communicator

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Bruno Stevenson
6 years ago
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1 THAT S NOT WHAT I MEANT Being an Effective Communicator

2 Cost Of Poor Communication Source: TheHolmesReport - The-Cost-Of-Poor-Communications Lost Revenue Due To Poor Communication 37,000,000,000 BILLION $26,041 per worker, per year some is COMMISSION! V Your ability to communicate with others will account for fully 85% of your success in your business and in your life. Brian Tracy TODAY How to be a more effective communicator with your clients, customers everyone involved in your real estate transaction! WE COMMUNICATE THROUGH OUR WORDS TONE BODY LANGUAGE

3 1. Your name? 2. Your company? 3. How long in the real estate business? 4. Your take away from this course. Course Ground Rules: no calls/texts/ s during training don t leave the workshop unless an emergency share in the discussion Break every hour Have some fun The Goal Of Any Communication is for the sender to have their message interpreted as they intended! AGENCY RELATIONSHIP + ETHICS RESPONSIBILITY extremely important your message is interpreted correctly the first time.

Communication Related RE Claims Source: LawPRO Communications Errors Fall Into 3 General Categories: 1. FAILURE TO INFORM the client or obtain the client s permission. 2.

4 Communication Related RE Claims Source: LawPRO Communications Errors Fall Into 3 General Categories: 1. FAILURE TO INFORM the client or obtain the client s permission. 2. FAILURE TO FOLLOW CLIENT INSTRUCTIONS. 3. POOR COMMUNICATION with the client- Intentional & Unintentional. 10 Most Common Real Estate Problems Fraud Breach of Duty Breach of Contract Negligence Bodily Injury / Property Damage Misrepresentation- Condition of Property Consumer Protection Act Earnest / Escrow Money Dispute Misrepresentation- Flooding / Leaks Misrepresentation- Value of Property At The Root Of Misrepresentation Is Often UNINTENTIONAL MISCOMMUNICATION How can I say what I want to say and be sure my message is correctly understood? EFFECTIVE COMMUNICATION BEGINS WITH CONSIDERING WHAT YOU WANT TO SAY.

5 WHAT I HEARD! WHAT I SAID Exercise Time SOUNDS EASY ENOUGH SO WHY DO YOU THINK COMMUNICATION IS SO CHALLENGING? PROCESS INFORMATION

6 SEEING 65% When Your Message Is After 3 Hours After 3 Days JUST WORDS... 70% 10% When Your Message Is JUST VISUAL... When You Message Is WORDS & VISUAL..... Remembering The Message Source: Sales Management Magazine When Your Message Is JUST WORDS... easier to MISunderstand RETENTION 72% 20% 85% 65%

7 SPEAK TO ME SHOW ME ENGAGE (VERIFY) WITH ME Touch Eyes Hearing How We COMMUNICATE Smell Taste Exercise Time How Our Senses Impact Our Communication What % (1%, 2%, 3%, 11%, 83%) represents which of the sense s impact on our communication. Eyes Touch % Hearing % % Smell % Taste %

8 BODY LANGUAGE Eyes WORDS TONE Our communication is INTERPRETED through our - WORDS - TONE - BODY LANGUAGE EFFECTIVE COMMUNICATION WHAT I HEARD! WHAT I SAID

9 Our communication is INTERPRETED through our - WORDS - TONE - BODY LANGUAGE How Our Message Is Interpreted 55% 7% 38%

10 WHAT WE SAY IS LESS IMPORTANT THEN HOW WE SAY IT! Body Language Expressing our - FEELINGS, - EMOTIONS, - THOUGHTS, - ATTITUDE THROUGH - Facial Expressions - Eye Contact - Gestures - Posture - Appearance Caution A SINGLE EXPRESSION of body language DOES NOT reflect the feelings, emotions, thoughts or attitude of the individual- IT S WHEN YOU OBSERVE SEVERAL EXPRESSIONS that you are able to more accurately interpret the individual s body language.

11 Body Language WHAT OUR EYES SAY?? Other Than eyes, what other differences do you see?

12 how would you interpret the body language? HOW WOULD YOU RESPOND IF THESE WERE YOUR PROSPECTS? YOUR CLIENTS? What can looking down on another person convey? Man to Man

Interacting - maintain regular intervals of eye contact; Constant eye

13 What can looking down on another person convey? Man to Woman What can looking down on another person convey? Woman to Man 6 1 Tall 5 5 Tall Interested & Actively Interacting - maintain regular intervals of eye contact; Constant eye contact can be seen as trying to intimidate the other person.

14 Body Language WHAT OUR HANDSHAKE SAYS What s In A Handshake DOMINANCE PALM FACE DOWN What s In A Handshake SUBMISSION PALM FACE UP

15 Israel Prime Minister Who is DOMINANT? Palestinian Leader DOMINANCE What s In A Handshake EASY!! VICE GRIP I really don t want to shake your hand! LIMP GRIP What s In A Handshake LACK OF CONFIDENCE

16 What s In A Handshake FIRM, EQUAL GRIP CONFIDENCE, WARM, FRIENDLY Body Language WHAT OUR POSTURE SAYS 4 Basic Posture Modes Open Forward Back Closed

17 Open and Leaning Forwardthe person is actively accepting Forward Open Back Closed Interpretation Open and Leaning Forwardthe person is actively accepting Forward Open Engaged, Ready To Agree - Leaning Forward - Open Body/Open Arms - Closes Papers Back - Pen Down/Takes Pen - Hands Flat On Table Closed Interpretation Open and Leaning Forwardthe person is actively accepting Forward Open Open and Leaning Backthe person is interested and reflective Back Closed

18 Open and Leaning Forwardthe person is actively accepting Forward Open Closed Interpretation Open and Leaning Backthe person is interested and reflective Back Listening, Attentive, Evaluating - Regular Eye Contact, - Nodding, - Smiling Open and Leaning Forwardthe person is actively accepting Forward Open Closed Open and Leaning Backthe person is interested and reflective Interpretation Back Closed and Leaning Back- the person is not engaged Interpretation Open and Leaning Forwardthe person is actively accepting Forward Open Bored, Defensive - Staring Into Space/Looking Around/Head Down - Frowning Closed - Doodling - Arms Folded Open and Leaning Backthe person is interested and reflective Back Closed and Leaning Back- the person is not engaged

19 Forward Open and Leaning Forwardthe person is actively accepting Closed and Leaning Forwardthe person is actively resistant, may be angry or critical Open Closed Open and Leaning Backthe person is interested and reflective Closed and Leaning Backthe person is not engaged Interpretation Back Forward Open and Leaning Forwardthe person is actively accepting Open Open and Leaning Backthe person is interested and reflective Closed and Leaning Backthe person is Closed and Leaning Forwardthe person is actively not engaged resistant, may be angry or critical Defiant, Aggressive, Lying - Glaring Closed - Touching Face/Hand To Mouth/Pulling Ear - Eyes Down/Glances At You - Finger Pointing/Clenched Fist Interpretation Back Exercise Time Body Language Quiz

20 10 LAWS TO BE AN EFFECTIVE COMMUNICATOR WITH YOUR CLIENTS Laws Of Being An Effective Communicator With Clients LAW: 1 BE CONCIOUS OF YOUR WORDS, TONE & BODY LANGUAGE. Laws Of Being An Effective Communicator With Clients LAW: 2 BE SURE YOU HAVE THEIR UNDIVIDED ATTENTION. Right Time- Timing Is Everything - Am I Fully Prepared - Is This A Good Time For My Client Right Place - Free Of Distractions and Interruptions (Cell, Kids, Pets)

21 Laws Of Being An Effective Communicator With Clients LAW: 3 IF YOU DON T KNOW- TELL THEM. (DON T LIE OR MISINFORM) If You Don t Know The Answer- Tell Them You Don t Know- Then Find Out And Give Them The Correct Answer. I sure hope I m right. I am sure the property line goes to the trees! Laws Of Being An Effective Communicator With Clients LAW: 3 IF YOU DON T KNOW- TELL THEM. (DON T LIE OR MISINFORM) Yes to those trees! Lying Or Uncertainty Is Not Easy To Hide; Our Body Is More Honest Than Our Words Intentional Lying includesomission! Common Signs of Lying: - Touching Face, - Forced Smile, - Looking Distracted, - Hesitant Speech (thinking about what to say next), - Shifting Weight

Our Body Is More Honest Than Our Words Normally adults blink 6 to 8 times per minute WATERGATE LEWINSKY up to 68 per minute up to 92 per minute Fraud Breach of Duty Breach of Contract Negligence

Property 10 Most Common RE Problems Source: Lana Schroeder, Esq., Claims Specialist for Rice Insurance Services Company, LLC AVOID MISREPRESENTAION.

22 Our Body Is More Honest Than Our Words Normally adults blink 6 to 8 times per minute WATERGATE LEWINSKY up to 68 per minute up to 92 per minute Fraud Breach of Duty Breach of Contract Negligence Bodily Injury / Property Damage Misrepresentation- Condition of Property Consumer Protection Act Earnest / Escrow Money Dispute Misrepresentation- Flooding / Leaks Misrepresentation- Value of Property 10 Most Common RE Problems Source: Lana Schroeder, Esq., Claims Specialist for Rice Insurance Services Company, LLC AVOID MISREPRESENTAION. PUT IMPORTANT CONVERSATIONS IN WRITING 2 People May Remember The Conversation Completely Differently USE A CHECKLIST (Deterrent To Miscommunication) BE SURE THEY UNDERSTAND WHAT YOU ARE SAYING. (Seeking their FEEDBACK is the key to verify they understood what you said- correct any misunderstanding) Laws Of Being An Effective Communicator With Clients LAW: 4 BE CONSCIOUS OF YOUR POSTURE. Sitting or Standing- Be Relaxed, Natural, and Sit/Stand Up Straight.

Laws Of Being An Effective Communicator With Clients LAW: 5

6-18 18-4 4-12 Over 12 Laws Of Being An Effective Communicator

Laws Of Being An Effective Communicator With Clients LAW: 7

23 Laws Of Being An Effective Communicator With Clients LAW: 5 RESPECT THEIR PERSONAL SPACE Over 12 Laws Of Being An Effective Communicator With Clients LAW: 6 SMILE. Laws Of Being An Effective Communicator With Clients LAW: 7 MAINTAIN GOOD EYE CONTACT. INTERESTED MAINTAIN REGULAR INTERVALS of eye contact; CONSTANT eye contact can be seen as trying to intimidate the other person.

24 Laws Of Being An Effective Communicator With Clients LAW: 8 BE CONSCIOUS WHERE YOU SIT. Laws Of Being An Effective Communicator With Clients LAW: 8 BE CONSCIOUS WHERE YOU SIT. HOW DO YOU CONTROL SEATING? Laws Of Being An Effective Communicator With Clients LAW: 9 DON T FIDGET.

25 Laws Of Being An Effective Communicator With Clients LAW: 10 LISTEN LISTEN LISTEN. 1. You LEARN what is important to your client 2. You SHOW them you are interested in THEM 3. You HELP them to Listen to what you have to say. GREAT LISTENERS - Have great eye contact - Don t interrupt - Ask questions to better understand What did you learn

BODY LANGUAGE TEST Below is a list of body language expressions. Each has been identified as either AGGRESSE, DEFENSIVE, NERVOUS, BOREDOM, or a POSITIVE expression.

26 BODY LANGUAGE TEST Below is a list of body language expressions. Each has been identified as either AGGRESSE, DEFENSIVE, NERVOUS, BOREDOM, or a POSITIVE expression. After reading the expression, place a in the box which you believe identifies the expression. The first expression has been identified to represent an example of completing this exercise. BODY LANGUAGE EXPRESSION Firm Handshake Invading Personal Space Nail Biting Poor Eye Contact Finger Pointing Standing Over Someone Drumming Fingers Slight Lean In Crossed Arms Or Legs Hunched Shoulders Blushing Face/Neck/Chest Glaring Stare Weak Handshake Looking Around Avoiding Eye Contact Head Nod Looking At Watch Yawning Hands On Hips Rubbing Face Good Eye Contact Overly Firm Handshake Leaning Away On The Same Level Excessive Swallowing / Coughing Confident Stance

Peer Support Meeting COMMUNICATION STRATEGIES

Peer Support Meeting COMMUNICATION STRATEGIES Communication Think of a situation where you missed out on an opportunity because of lack of communication. What communication skills in particular could have