Good Communication

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Good Communication

• Building Trust and Confidence Among Staff

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We have about 105 minutes

• A lot to cover
• Several workshops
• Need to participate
• Need to be brutally honest with yourself
• Get some paper out.

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To get the most from this talk

• Take Notes
• Look for Key Points
• Write Action Steps
• Ask Questions

The 3 most important questions
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Ask Yourself

• What can I do with this ?
• How can I apply these ideas to my life and
  my career at the Florida Park
  Service?
• How can I make this work for me ?

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It all starts with you

• To become an outstanding leader of others, you
  must first become an outstanding leader of

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1. TRUST
Question
Why is trust so important in the workplace?
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Trust

• Although trust often seems invisible, it is the
  result of continuous attentiveness and activity.
• Trust is dynamic, it involves personal
  responsibility, commitment and change.
• Trust is a social practice, not a set of beliefs.
  It is an aspect of culture and a product of
  civilization not just a matter of attitude.
• How we think about trust makes trust possible,
  difficult or even impossible. Trust is a highly
  subjective idea open for multiple
  interpretations.

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Trust

• Thinking and talking about trust will not only
  influence our beliefs but also change our
  behavior towards trust.
• Breaches of trust do not mark the end of trust,
  but are part of the process of trusting.
• Trust(ing), not trustworthiness, is the issue.
  The question is HOW to trust not WHO can be
  trusted.

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Trust

• Trust is not only earned but must also be
  given.
• Trust is a matter of reciprocal relationships.
  Not of prediction, risk and reliance.
• Trust is a matter of of making and keeping
  commitments, and the problem of trust is not a
  loss of confidence but the failure to cultivate
  commitment making.

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Trust

• Trust is a matter of mood and emotional skills, a
  function of the imagination as well as a product
  of communication, negotiation and understanding.
• Our moods and emotions are skillful practices,
  not mere feelings. They do not just happen to us.
  We are not victims of our moods and emotions we
  create them.

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Trust

• Trust involves sincerity, authenticity,
  integrity, virtue and honor.
• It is NOT a neutral character trait, not just a
  cultural pattern or a product of simple good
  judgment.
• The worst enemy of trust are cynicism,
  selfishness, and a naïve conception of life where
  one expects more than one is willing to give.

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Trust

• Self-trust is the most basic and most often
  neglected from of trust. Distrust is typically a
  projection of missing self-trust.
• Trust goes hand in hand with truth. Lying is
  always a breach of trust.
• Authentic trust can never be taken from granted,
  but must be continuously cultivated through
  commitments and truthfulness.

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Trust

• True leadership, whatever else it may be, can be
  based on nothing less than authentic trust.

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TRUST 4Cs
Consistency
Communication
TRUST
C o n c e r n
Affection
Dis-trust
Respect
Competence
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Competency

• Job skills
• Leadership skills

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Competency job skills

• You dont have to be able to do everybodys job
  but you must be highly competent in your
  specific job duties and getting better at them
  each and every day.
• What are three specific things you can do right
  away to become more competent in your job?

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Competency Leadership
What do successful leaders do
SET DIRECTION (Vision Customers - Future)
Demonstrate Personal Character (habits,
integrity, trust, analytical thinking)
Mobilize Commitment (engage others, share power)
Enhance Capability (build teams, manage change)
Leadership Attribute Framework
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Most Admired Leaders

• Clear Values
• Integrity
• Trust
• Listening
• Respect for Followers
• Responsibility for Self

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5 Practices of Leadership

• Challenge the Process
• Inspire a Shared Vision
• Enable Other to Act
• Model the Way
• Encourage the Heart

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300 CEOs of Fortune 500 and 5,000 of their
employees

• Attention through Vision
• Meaning Through Communication
• Trust through Positioning
• Development of Self

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25,000 leaders, managers, employees - on 4
continents

• Four Critical Characteristics of Admired
  Leaders
• 1 Honest (98)
• 2 Forward-looking
• 3 Inspiring
• 4 Competent

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5 Year Study of 100 Top Leaders

• Guiding Vision
• Passion
• Integrity
• Trust
• Curiosity
• Daring

Self-Aware
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Competency Leadership

• What specific attributes are your trying to build
  your leadership style on? What is your personal
  leadership competency model?
• What are three specific things you can do right
  away to become more competent as a leader in the
  Florida Park Service?

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Concern

• What does it take to show your staff that you
  truly care for them both as employees and as
  individuals?

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820,000 Hours 100,000,000 Questions

• Clear idea of job requirements
• Tools and authority
• Praise every 7 days
• Opportunity for growth
• Using top skills every day
• Best friend at work

National Gallop Poll 250,000 workers
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100 Best Companies Study1,183 Companies / 35
states
Family
Trust
Fair
Fun
Pride
Freedom
Atmosphere Issues
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Friendly Place

• Friendliness is one of the distinguishing
  characteristics of good workplaces where
  people seem to enjoy each others company.
• This is NOT an insignificant issue.

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No Politics

• At good workplaces, employees dont seem
  concerned about backstabbing. People arent
  constantly jockeying for position, trying to
  curry favors, or looking over their shoulder.

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Fair Shake

• Most companies offer little in the way of basic
  citizenship. Good workplaces offer a dramatic
  contrast to business as usual in America, where
  being fair to employees is considered optional.

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More Than A Job

• Work is one of the principal means through which
  life becomes meaningful.
• We often define our personal identity by our
  work.
• Lots of responsibility, important work, a sense
  of accomplishment and contribution.

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Just Like Family

• Caring, nurturing environment.
• Long-term commitment.
• Were all in it together.
• Partnership.

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To Sum Up

• From an employee viewpoint, a great workplace is
  one in which you trust the people you work for,
  have pride and confidence in what you do, and
  enjoy the people you are working with.

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Concern

• What are three specific things you can do right
  away to clearly demonstrate that you have genuine
  concern for your staff?

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Is it time for a 10 minute break??
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4 Cs of TRUST

• Competence
• Concern
• Consistency
• Communication

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Consistency

• A cornerstone of trust
• People need to be able to count on you and your
  reactions.
• They need some level of certainty and
  reliability.
• Inconsistency creates tremendous stress and
  anxiety

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Communication

• Courage
• Candor
• Clarity
• Timeliness

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2. Confidence
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The core principles of confidence

• Confidence is an attitude
• Anxiety is an ally
• Worry well
• Understand your fear take action
• Dont try- do!
• Courage is acting with fear
• What is the worst thing that could happen?

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The core principles of confidence

• We need to make mistakes
• But you are NOT your mistakes
• Success is most usually a string of failed
  attempts on the way to getting it right
• Focus on solutions
• Take control let go of trying to control
• Knowledge Strategy Action
• Chance favors the prepared mind

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To build confidence in others

• Must have your support and confidence
• Must have the ability and training
• Must have time to master the new skills
• Must have positive role models
• Must have mentors / coaches
• Must get positive constructive feedback
• Must be free to fail
• Must be rewarded for mastery

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Information
Family Friends School Church Society
Advertising Work
Assumptions
Attitudes
Reactions
Other People Friends Society
Rules Beliefs Mental Maps
Actions
Behaviors / Focus / Attention
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For some people

• Attempting new skills and duties can be a very
  stressful situation

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• 00- 10 Asleep
• 10- 20 Passive activity
• 20 - 30 Engaged in task
• 30 - 40 Excelling at task
• 40 - 50 ZONE / Flow
• 50 - 60 Anxious - physical reaction
• 60 - 70 Fear - fight / flight
• 70 - 80 Physical shutdown
• 80 Psychosis / death

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Explanatory Style

• Permanence
• Pervasiveness
• Personalization

Analyze Behavior Change
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The Stages of Life Change
Stage Characteristics 1
Precontemplation No specific plans to change
Im not doing it 2
Contemplation Action will be taken to change
Ill do it soon within 6 months
3 Preparation Specific plans to
change nowIm going to do it now 4
Action Change in behavior occurs Im doing
it now 5 Maintenance New behavior is a
permanent part I always do
it of ones life/relapses to old
behavior are resisted
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How to Increase Persistence The Five Factors
most important to moving through
the Life Change Stages
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Confidence

• What are three specific things you can do right
  away to help your staff build more confidence?

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Summary

• 4 Cs of Trust
• Leadership Competency Model
• Atmosphere issues
• Consistency
• Information / People
• Support training coaching support
• SUDs Scale
• 3 Ps
• 5 building blocks for persistence

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Questions?