Interswitch - INTERNAL

STRATEGIC AND
EFFECTIVE
COMMUNICATION
AND INFLUENCING
SKILLS.
Philip Livingstone-Emmanuel
JUNE 2021
 PROFESSIONAL RESOURCE

Philip Livingstone-Emmanuel

A Professional Project Manager, a member of Project

Management Institute USA (PMI) ), a holder of Chartered Institute
Of Environmental Health – CIEH certificate, and a Certified Lean
Six Sigma Yellow and Green Belt Professional with almost Fifteen
(15) active and consistent years of experience in hands-on
project delivery, operations, training interventions and consulting
for personnel in the Oil and Gas (upstream and downstream),
Power and Energy, Government, Construction, Information
Technology, Real Estates, Hospitality, FMCG, Manufacturing,
Ports, Telecommunication, Arts, Health, Safety and Environment,
Banking and Allied Industries.

He is also part of the faculties for a number of learning

organizations and ministries in Africa and across the globe. In
curriculum development, training facilitations and professional
development mentorship.

A graduate of Ladoke Akintola University of Technology, with

B.tech degree in Electrical/Electronics Engineering and a MBA in
Strategic and Change Management at Strategic Business
School/European-American University. He has attended and
facilitated many conferences, trainings and workshops.
 LEARNING OBJECTIVES

 Strategic And Effective Communication Overview.

 The Six Steps Communication Process.
 Personality Types – Engagement Tools.
 The Nature Of Charisma – Develop Your Own
Personal Power.
 Non-Verbal Language – Body Language.
 Effective Team Communication Techniques.
 Understanding The Barriers Of Effective
Communication.
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Effective Communication is an essential

component of organizational success at any level.
UPLINE

DOWNLINE
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Effective Communication

01 The ability to interchange

thoughts, opinions or
information between two or
more parties, with a
corresponding feedback.

# Vision dies when

there is division –
Di-vision,
2 Visions.
Another Agenda.
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An Effective Communicator must be able to:

CONVINCE DISPEL
MINDS THOUGHTS

UNITE CONVEY
IDEOLOGIES THOUGHTS
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Strategic And Effective Communication Overview.

90% of the time of everyone in an

organization is engaged in some
form of communication or the other..
90% Intra-teams

Inter-teams

Cross functional

MACHINES
Even with machines
 Communication Media Types And Methods
 Interactive communication
 Push Communication
 Pull Communication

Formal

Informal Communication Written

Media

Verbal
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Personality Types – Engagement Tools.

INTROVERTS – RESERVED/SHY

C - Conscientiousness S - Steadiness

PEOPLE ORIENTED
TASK ORIENTED

MELANCHOLICS PHLEGMATICS

CHOLERICS SANGUINES

D - Dominance I - Influence

EXTROVERTS – OUTGOING/ACTIVE

DISC
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Cholerics Characteristics D

MELANCHOLIC PHLEGMATICS
Decisive, tough
Strong-willed
CHOLERICS SANGUINES
Competitive, demanding
Independent, self-
confident

Aggressive, blunt
Self-centered
Overbearing
Exceeds authority
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Sanguine Characteristics I

Sociable
MELANCHOLIC PHLEGMATICS
Talkative, open
Enthusiastic,
SANGUINES
energetic
CHOLERICS
Persuasive

Flamboyant, frantic
Careless,
indiscreet
Excitable, hasty
Loses sense of
time
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Phlegmatics Characteristics S

MELANCHOLIC PHLEGMATICS
Calm, steady
Careful, patient
CHOLERICS SANGUINES
Good listener, modest
Trustworthy

Resists new ideas

Does not express
Stubborn
Does not seek change
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Melancholic Characteristics. C

MELANCHOLIC PHLEGMATICS
Precise
Follows rules
CHOLERICS SANGUINES
Logical, careful
Formal, disciplined

Withdrawn, shy
Does not express
opinions
Gets stuck in details
Does not take risks
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The Choleric Summary

D
How to identify a Choleric
 Often Interrupts You
 Speaks On Telephone At The Same Time
 Is Often In A Hurry And Has Many Projects
 Does not always appear polite

How to communicate with them.

Do: Don’t:
• Be brief, direct, and to the • Ramble
point • Repeat yourself
• Remember they desire • Waste time
results • Make statements without
• Answer “what”not “how” support
• Focus on task, cut small talk
• Identify
opportunities/challenges
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The Sanguine Summary

I
How to identify a Sanguine
 Excited, open and friendly
 Expresses when agrees with you
 Emphasizes the positive side of issues and things

How to communicate with them.

Do: Don’t:
• Allow Social Time • Skip Introductions
• Give Them The Opportunity
To Talk • Do All The Talking
• Show Excitement • Give Lots Of Details
• Involve
Brainstorming/Creativity • Answer “Who”, Not
• Ask Feeling/Opinion “What” Or “How”
Questions
• Help Transfer talk to action
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The Phlegmatics Summary S

How to identify a Phlegmatic?
 Secure and stable
 proceeds carefully

How to communicate with them.

Do:
 Go Slow And Easy/Be
Patient Don’t:
 Earn Trust  Rush Decision
 Show Genuine Interest  Be Pushy, Vague,
 Draw Out Their Opinion Demanding Or
 Provide Confrontational
Reassurance/Show  Be Vague/general
Benefit
 Answer all questions
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The Melancholics Summary C

How to identify a MELANCHOLY
 Things In Order
 Focuses On Details
 Polite in diplomatic way

How to communicate with them?

Do: Don’t:
 Prepare in advance  Answer
 Use facts/be specific Questions
 Address pros and cons Vaguely/Casually
 Use logical/organized  Socialize
approach  Rush
 Be patient, persistent, and  Forget
diplomatic documentation
The Nature Of Charisma – Develop Your Own Personal Power.

The ability to make people feel good

CHARISMA is: when they are around you.
Presence - The ability to light up a room.

 It could be natural to a
few, but developed by
most.
 It’s your personal power – some call
it Charm or Grace.
 Develop Your Own Personal Power.

 How do you create your own power?

 Give them money!!!

 Just Kidding…
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Consider this:

Charisma starts from your Face, your Gaze and your Gait.

FACE
FACE YOUR SMILE DOES
THE MAGIC

CHARISMA

GAZE GAIT GAIT

GAZE
HOW YOU WALK SAYS
HOW YOU LOOK INTO
A LOT ABOUT YOUR
FACES DOES THE CONFIDENCE
CONNECTION
 Develop Your Own Personal Power.

 Get people to talk about themselves and whatever they think

is awesome about themselves.
 Give good compliments and genuine appreciation.
 Listen to people way more than you talk.
 Don’t practice selective hearing.
 Always put your stuff away to give full attention.
 Shine your spotlight on others
 Choose your attitude and your words.
 Be humble enough to admit your mistakes and failings.
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Non-Verbal Language – Body Language

The Total Impact of a Message

Words

7%

Tone of Voice
38%

Body Language
55%
 4 Ways We Have Contact.

 How we look - The first impression they get, and it

takes 4 seconds to start making first impression

 What we do – Body language.

 What we say – Verbal.

 How we say – Tone.

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Types of Non-Verbal Symbols

The Face Status

Gestures The Eyes
and Symbol
Head

Posture
Territory

Touch Walking
 Effective Team Communication Techniques.

1. Be an Effective Communicator – Refer to slide 6.

2. Be a Communications Expediter - Bring people

together and initiate relationships. He must develop
communication channels and eliminate
communication blockers whilst encouraging new
ideas.
 Effective Team Communication Techniques.
3. Make Meetings Effective.

Meetings are essential for building teams, making group

decisions, solving group problems, and achieving a group
consensus. The team lead should adhere to the following
guidelines for ensuring effective meetings that hold the attention
and interest of all team members:

Establish a meeting policy

 Only call a meeting when there is a real need
 Make the purpose of the meeting very clear
 Prepare an agenda
 Follow the agenda
 Encourage participation and Include a team-building element
Issue minutes
Follow up on all task assignments and action items
Poor meetings are usually a result of poor preparation and an
inept chairperson.
Effective Team Communication Techniques.
4. Eliminate Communication Blockers

Communications blockers are negative responses

that kill or inhibit innovative ideas. For example:

 "It will never work."

 "Its never been done before."
 "Let's be realistic.“
Understanding The Barriers Of Effective Communication.

With one line, make IX a 6

 Barriers Of Effective Communication

 There can be many barriers to communications. Messages

can be blocked or distorted, and as a result, their meaning
can be changed considerably.

 Distorted Perceptions – receivers, frame of mind, mood, old

information, e.t.c.
 Distrusted Sources – perception of the source
 Transmission Errors – Language, Culture, e.t.c.
 Values And Attitudes – Generational Gaps.
 Barriers Of Effective Communication
 Emotional barriers and taboos.

 Lack of attention, interest, distractions, or irrelevance to the

receiver.

 Physical disabilities such as hearing problems or speech

difficulties.

 Physical barriers to non verbal communication.

 Language differences and the difficulty in understanding

unfamiliar accents and use of jargons.

 Expectations and prejudices which may lead to false

assumptions or stereotyping.

 Differences in perception and viewpoint, cultural differences.

Achieving Effective Communication – Role Play
Conversation 1
• Rose : Hi John
• John : hi Rose
• Rose : I saw your report, you must prepare it again
and that too today itself
• John : but why ??
• Rose : I am not getting any results from it.
• John : I am not going to do it again, and that too
today is impossible !!!
• Rose : John !! Try to understand I need it today.
• John : No!! I don’t have time
• Rose : You must.
• John : I already told you no.
Finally they depart without any conclusion.
Achieving Effective Communication – Role Play
Conversation 2
• Rose : Hi John, how are you?
• John : Hi Rose, fine
• Rose : I saw your report, I think we missed some analysis in it. We may have
to prepare it again
• John : but why ??
• Rose : We are not getting any cost analysis from it and the meeting is for
cost analysis.
• John : I am not going to do it again, don't have time for it. I have enough to
do now.
• Rose : John !! It is a requirement from the customer, otherwise whatever we
are doing now will also be of no use, I know you put in your best efforts into
that report.
• John : sorry, today it’s not possible. to do it alone so quick also is not
possible.
• Rose : I will send Vijay also to help you, and then time permits I will also
join.
• John : No need of you, if you can send Vijay then I will try to finish it today it
self
• Rose :Thank you John
• John : it’s my job.
Finally they depart with positive conclusion
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3 Major Listening skills

Avoiding Distractions
Listening Skills
Attention Paying

Active Listening