Effective business communication between a company’s personnel and with its customers has never been more crucial. The success of team building, quality improvement, and customer service enhancement programs is almost entirely dependent on communication. The Influencing with Integrity® course is designed to build skills that enable people to influence others during the communication process in ways that nurture relationships based on mutual agreement and trust. Training principles are derived from the fields of psychology, linguistics, and confluent learning. The focus is on interpersonal communication skills and relationships as they apply in the business environment. The flagship textbook for the course is Influencing with Integrity by Dr. Genie Z. Laborde. In the book Dr. Laborde describes how Neuro-linguistic Programming can enhance our ability to communicate.
Who should take this course? Managers, salespeople, technicians, and administrators are all candidates for this training. More than 5000 IBM personnel from all of the above areas have taken this training.
What you will learn. After completing this course you should be able to:
- Understand how human beings process information and how it influences our thoughts and behavior.
- Read other people’s subtle nonverbal cues to better understand and influence their behavior.
- Recognize through observations of others when rapport has been established.
- Use advanced techniques to establish and maintain rapport.
- Dovetail your outcome with others to create win-win situations.
- Use “anchors” during presentations to better ensure recall of important ideas or issues.
- Break old habits during the communication process to increase options and flexibility.
- Use stimulus-response to enter a resourceful “State of Excellence.”
Training concept. Practice ensures that new skills become part of your behavior. Most of the seminar hours are devoted to practice. The sequence is:
- Introduction of a new concept learned from watching master communicators.
- A 12-minute video demonstrating the concept/skill.
- Role-playing in groups of three or four to practice the skill.
- Discussion of how this skill will be useful in your job.
- The new concepts learned in the seminar become skills as they are integrated into your natural behaviors. The concepts/skills are organized in as follows:
- The six hidden processes of communication
- The content of communication
- Peak performance state
- Indirect communication
- The win-win philosophy
Learning theory. The training makes extensive use of “pattern interrupt” techniques that are known to facilitate learning through the cycle of “initial confusion – receptivity – reorganization.” We also use the learning technique of association. Various visual and auditory stimuli are introduced as the student moves through a cycle of knowing (old information) – now knowing (new information) – knowing (learning the new information). In addition, much of the learning process is sensory-based. This is one of the most effective techniques to show students how to see, hear, and feel the effect of new skills, information, and desired outcomes. Other learning techniques in the training design include demonstration, examples, repetition, symbols, metaphors, humor, and enhanced-learning music.
Module 1: Perception in Communication
- We introduce the idea that each of us has a perceptual preference: seeing, hearing, or feeling and this perceptual preference influences our thoughts, decisions, and actions.
- Build skills in listening for the words one uses, which often reflect the sensory modality being used at a moment in time.
Module 2: Audible and Visible Signs of Internal Processes
- Build skills in recognizing the primary sensory modality of someone else by noticing their eye movements, gestures, and postures and by listening to their voices.
- Develop sensory awareness of the patterns of the other person(s) in any communication interaction.
Module 3: Outcomes
- Build skills to enable participants to state outcomes which are specific and sensory-based.
- Introduce the concept of dovetailing (win-win) outcomes as an intrinsic step toward gaining agreement.
Module 4: Maps of Reality
- Acquaint participants with how people delete, distort and make generalizations about information and the consequences.
- Increase understanding of communication by acknowledging that each of us is operating from our own unique map of reality.
Module 5: Sensory Acuity
- How to interrupt your usual patterns of communication in order to try out new behaviors.
- Practice seeing new patterns in your communication partner.
- Bring to the conscious level useful information which may have previously been overlooked.
Module 6: Rapport
- Build specific verbal and nonverbal skills so students can gain and, if necessary, regain rapport during an interaction.
- Give students a conceptual understanding of what to do at the beginning of an interaction so that a high quality information exchange will result.
Module 7: Synergy of Six
- Review the information covered in the first six modules.
- Build skills in recognizing, matching, and translating sensory expressions.
- Build skills in recognizing and matching voice qualities to build rapport.
- Experience the cumulative effect of using several different skills in communicating.
- Acquire flexibility in behaviors during the communication process.
Module 8: Super Questions
- Learn to recognize low quality information during the communication process.
- Acquire a series of super questions to uncover, recognize, and handle important information appropriately to further the purpose and process of the communication session.
Module 9: Stimulus-Response
- Build a conceptual understanding of Stimulus-Response as a natural process of the brain.
- Develop an understanding that our life experiences have set up patterns which can be changed by the Stimulus-Response mechanism.
- Build sensory acuity in order to be able to recognize nonverbal patterns for acceptance, rejection, confusion, and understanding.
Module 10: State of Excellence
- Build skills in moving from a state of low resourcefulness to a state of high resourcefulness.
- Give students an understanding of the use of nonverbal associations when presenting information and build skills for incorporating them into verbal presentations.
- Build skills in planning a presentation so that both verbal and nonverbal skills are used effectively.
- Develop a new response to stressful situations so that stress becomes a stimulus for a State of Excellence.
Module 11: Metaphor
- Build skills in analyzing situations and constructing metaphors for indirect communication.
- Build skills in using additional verbal techniques in presenting information.
Module 12: Dovetailing
- Give students an understanding of negotiating and influencing based on concepts and principles developed from masters of these processes.
- Build skills for utilizing these concepts and principles in specific business situations.