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Can We Talk? (about something really important)

Posted on February 15, 2018 by Jean Eaton in Blog, Guest Post

Can We Talk? (about something really important)

A Guest Post by Grant Ainsley of Grant Ainsley, Inc.

One of the things I like about Saturday Night Live is, not only are some of its skits really funny, but they also make you think about society. A great example came last Saturday when Will Ferrell was part of a skit that featured a few couples having dinner when one of the women brought up the real-life story about actor Aziz Ansari, who hosted SNL last fall. I chuckled as each time someone in the skit started to talk about the sexual nature of the story, somebody would express alarm or take offence, regardless of how softly a statement was made.

That happens in real life. It's part of the change in society to be less judgmental, understanding and what some would call politically correct. That's why having an important conversation with somebody in the workplace has become so challenging.

We need to have difficult conversations though to move organizations forward, so here's a five-step plan to go through before you have your next important discussion.

Why Communication With Your Boss Sucks

I wrote a blog last week called Why Communication With Your Boss Sucks. It was very well read, according to my numbers from Google. I like to think it’s because the content was really strong, but it may just have been the catchy title. Either works I guess. The blog basically looked at two workplace surveys. One was a survey of employees and it showed the top three things people don’t like about their jobs relate to communication. Number one was poor communication with the boss. The other survey involved managers and it revealed almost 70% of managers feel uncomfortable communicating with employees when they have to do performance reviews and other managerial tasks. Those two surveys clearly show why workplace communication is such a problem. I made a couple of suggestions how I thought communication could be improved, but I didn’t have the space to go into detail about what people should do before they have an important conversation. Today I will.

My 5-Step Process

I believe before a manager speaks to an employee about something important, or vice versa, or before anyone has a crucial conversation with somebody from outside their organization, they should take a few minutes and go through a process to be prepared to get the most out of the conversation. My five-step process is built around five words – Plan, Practice, Listen, Counter and Close. This video tells the story quite well.

Plan

There are a few things the video didn’t cover, so let me provide a few more details. When you plan your crucial conversation, think about the one thing you want to get out of it. Doing that really helps you focus on the most important outcome of the discussion.  Let’s say you’re a boss and want to change an employee’s behavior. If you decide that’s what you need to get out of the conversation, it becomes much easier to deal with the uncomfortable nature of the discussion, because knowing what you want becomes much like a goal. It also helps you measure the success of the conversation.  Did you get what you wanted out of it, or to put it another way, were you successful in changing behavior?

Practice

Although it may be awkward, verbalize what you plan to say during the conversation.  Say the words out loud. Do it in your office with the door closed, or under your breath at your desk if you don’t have a private space. You’ll find when you know what you plan to say, before you say it, you will say it better and much more confidence and conviction.

Listen

Listening is something you can’t do as you prepare, because it obviously needs to occur during the conversation. However, you can prepare some questions for the other person and then plan to allow the other person to speak. Questions control conversations.  Just make sure you’re prepared to listen to the answer.

Counter

Take a moment to consider objections that the other person will likely make as a result of what you have to say. Hopefully the other person will agree with what you’re saying, or at least not have a problem with it. Unfortunately though, that’s not always human nature. It’s easier for people to blame someone or something else for a problem, or suggest that somebody else is a bigger offender than they are. Make sure you keep the discussion on track and not about something else.

Close

Don’t make the mistake of trying to wrap up the meeting as quickly as possible. Make sure you and the other person are crystal clear on what was discussed, what the plan of action is, dates to meet again are penciled in and anything that that allows both of you to fully understand where you stand. You have gone to the effort to prepare properly for the meeting and go through a difficult discussion, so take a little extra time to make sure you know what was agreed to. Plan, practice, and counter before the meeting and make sure you listen and close during the meeting and you’ll get a lot more out of crucial conversations. It might not be fun, but it should be beneficial.

Grant Ainsley is a former award-winning journalist and public relations professional who now works with politicians, business executives, association leaders and others to help refine their messages. He has spoken across the country about the news media, spending much of his time conducting media training sessions for organizations. He also does workshops for executives to improve their communication skills. Ainsley spent almost three decades in the news media, public relations and association management. His first career was in radio and for the majority of that time he was News and Public Affairs Director of 96 K-Lite Radio in Edmonton. In addition to managing the newsroom and assignments for reporters, he handled morning news anchor duties and either hosted or produced a daily talk show. Later, he was in charge of Public Relations for the City of Edmonton’s Public Works department and its 1,500 employees. While there, he was responsible for communications as Edmonton launched Canada’s first curbside waste recycling program. Ainsley then moved into association management and for over a decade was CEO of the Alberta branch of the Canadian Home Builders’ Association. In all three careers, he won national awards for his work. During his time in the media, Ainsley interviewed some of the most prominent names in Canada at the time, including Wayne Gretzky, John Chretien, John Candy, Rick Hansen and many others. He’s the author of the book The Honest Spin Doctor about media relations and lives in Edmonton, Alberta where he was born and raised.

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Communication Tips for Difficult Conversations

Posted on October 13, 2015 by Jean Eaton in PMN Replay, PMN Stitcher

Join us for the free webinar,

Talk Like a Leader – How To Make Difficult Conversations a Win-Win

Does the thought of having a difficult discussion with

  • an employee for performance review or
  • an employee for disciplinary action
  • a vendor to negotiate terms of contract
  • a patient who is abusive with your employees

Leave you feeling uncomfortable and . . . squirmy?

Grant Ainsley will help us understand the key steps to prepare for those difficult conversations.

In this FREE 30-minute Practice Management Nugget Webinar Grant Ainsley will help us prepare for difficult conversation with a vendor, with an employee, or with a patient.

It’s simply impossible to be a great leader without being a great communicator. Excelling in communication is consistently one of the highest rated traits of great leaders, but unfortunately communication skills are not inherited, or taught in business school.

Grant Ainsley says, “People won't care about how much you know until they know how much you care.”

Grant Ainsley is the author of The Honest Spin Doctor, a book that provides a road map to effective media relations for people who speak to the news media and the companies they work for. Grant_Ainsley_Photo_Communications_Talk_Like_A_Leader

Grant makes people think about the importance of communication and how they can immediately get better at a skill they use every day.

 

Join us for Practice Management Nugget Webinar

Talk Like a Leader – How To Make Difficult Conversations a Win-Win

hosted by Jean Eaton of Information Managers Ltd.

Download this Learning Resources Guide

 If you are a clinic manager or healthcare provider who wants to know the important tips to manage difficult conversations with a vendor, with an employee, or with a patient with confidence, then you need to register for this webinar right away. Immediately take your communication skills to the next level and learn to talk like a
leader.

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The replay of this interview is now available as a member benefit.

Try out a Trial Membership to Information Managers Network to access this Practice Management Nugget interview and other webinar replays and resources. And if you’re already a member, just log-in and enjoy!
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Sponsors

Posted on October 21, 2014 by Jean Eaton in Blog

We’re tickled pink that these fine partners are Sponsors of the 15 Day Privacy Challenge!

Group of Rogues

The Group of Rogues is an Edmonton based company, who specialize in Marketing and Advertising strategies.

“Customers make decisions about buying your product based on their needs, not yours. With a customized team of elite creative and strategic minds, we learn who your customers are, what they want and how you can solve their problems. Then we develop campaigns with the right tools to be where your customers are when they need what you have to offer.

We help you create smart, meaningful marketing that resonates with your customers.”

Check out their website here!

Grant Ainsley Logo

Grant Ainsley has become one of Canada’s most popular media trainers. He works with CEO’s, politicians, association leaders and others to refine their messages when they speak with the media. He also speaks and conducts training locally and at conferences across the country about media relations, crisis communications and social media.  Grant Ainsley is the author of The Honest Spin Doctor: Navigating the Media Maze

Check out his website here!

ITPG-logo

ITPG is a Global Leader in Providing Professional Education, training, delivery fulfilment and IT professional services.  They provide association management; awareness, training, and education curriculum development and delivery; certificate and certification program optimization; and event management expertise. One area of specialty is Cyber Security Services.

“The SCIPP EUSA Certificate Program provides end-users with the world’s most up-to-date, internationally-recognized, effective, and efficient security awareness program for end-users of organizational enterprise networks.”

Check out their website here!

GREAT_Job_Nelson_ScottNelson Scott

Through his writing and presentations, Nelson Scott provides managers, supervisors and other leader with tips, tools and techniques to enable them to hire the right person every time and to use high-value, low-cost staff recognition to improve retention, boost morale and increase engagement. To learn about Nelson's presentations and workshops, to read more articles on staff recognition and interviewing, or to purchase copies of his book, Thanks! GREAT Job!, visit www.GREATstaffrecognition.com

 

TELUS_EN_PURPLETELUS WISE® is a unique educational program focused on Internet and smartphone safety to help keep families safer from online criminal activity such as financial fraud and cyberbullying. This program is available free of charge to all Canadian adults/parents, kids, teachers, policing services and community groups (e.g. sports groups). Canadians can participate in TELUS WISE via two unique programs:

TELUS WISE is a program for parents, educators and groups which provides access to:

o  Seminars – TELUS WISE Ambassadors host one hour public seminars engaging participants in a discussion about Internet and smartphone safety and security. These seminars are also available upon request for TELUS business customers, community investment partners, parent groups and community associations.

o  A WISE virtual community – www.telus.com/wise is a secure website that provides users with ongoing access to great resources, articles and training around Internet and smartphone safety and security for their families.

o  TELUS WISE tip sheets are also available in Chinese simple, Chinese traditional, English, French and Punjabi.

o  TELUS Learning Centres – Learning Specialists in more than 225 of our exclusive TELUS locations, provide personalized, one-on-one guidance to customers on Internet and smartphone safety and security as a part of our TELUS Learning Centre program.

TELUS WISE footprint is an online digital citizenship program for kids ages eight through 16.  This program provides a multi-faceted experience for Canadian teens and tweens to learn how to become good digital citizens and keep their digital footprint clean – e.g. kids can visit TELUS WISE footprint to take the ‘footprint challenge’.  Upon request TELUS visits schools and engages students in engaging digital footprint discussion. There are also some great ways for kids to earn dollars for their school’s digital literacy programs while they learn.

 

Dave Rodwell logo #2   Dave Rodwell entered the field of private investigation and security consultation work  upon retiring from he RCMP. For the last number of years, he has helped companies and individuals by conducting investigations in the following areas:      internal thefts,insurance investigations, motor vehicle accident investigations, unfair business practices, wrongful dismal, sexual harassment, pre-employment screening, and missing persons.

He has helped a number of companies with an assessment of their security needs, and provided written procedural manuals to meet their company needs.  Dave's client base includes law firms, large and small companies, Federal and Provincial governments, municipalities, educational institutions, and individuals.

Checkout Dave's website here!

 

Rebecca Herold, The Privacy Professor, is an information privacy, security and compliance consultant, author and instructor who has provided assistance, advice, services, tools and products to organizations in a wide range of industries during the past two decades. Rebecca is a widely recognized and respected information security, privacy and compliance expert.  Checkout Rebecca's website here!

 

Are you ready to accept the 15 Day Privacy Challenge?  Registration is still open!

Dave Rodwell, Grant Ainsley, Group of Rogues, ITPG, Nelson Scott, Practical Privacy Coach, privacy, Privacy Professor, security, TELUS WISE, trainingGrant Ainsley

Protected: Good news, Bad news. How to talk with the media: Replay

Posted on March 17, 2014 by Jean Eaton in Kindle bonus no membership, Practice Management Nugget Interview

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Grant Ainsley, media training, Practice Management Mentor, Practice Management Nugget

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It is a rare privilege to work with an authentic expert who fulfills their role of consultant and coach with curiosity and respect for the specific nature of their client's unique enterprise. Jean Eaton was always prepared, sat every meeting on time, listened to an endless barrage of questions and answered every one with patience, grace, and wise counsel. The end product Information Managers Ltd provided ECHO Health was exceptional; their ongoing support will be a large measure of our success going forward. I highly recommend their services.

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