Effective Communication Skills The People Side of Food Safety Stan - - PowerPoint PPT Presentation

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CASA’s 102nd Annual Educational & Training Seminar “Back to Basics”

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Effective Communication Skills

“The People Side of Food Safety”

Stan Cherkasky Comprehensive Food Safety, LLC

April 26, 2018

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“Do unto others as they would like done unto them.”

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• There are four primary styles of people.
• Our population is evenly divided among the

four styles.

• Each person has a dominant style.
• There are no good or bad styles.

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• There is no best style.
• All styles have strengths and limitations.
• The behavioral patterns of one style tend to

trigger stress in the other three styles.

• People are a mixture or blend of styles.

CFS People are as different as cats and dogs…

CFS But they are

PREDICTABLY different!

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The perceived freedom with which a person shows his or her feelings or emotions, or responds to the feelings of others.

Two Keys to Understanding People

Assertiveness (Directness): Responsiveness (Openness):

The degree to which one’s behaviors are seen by

• thers as being forceful or directive, or the perceived

effort a person makes to influence others.

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Behavioral Style Grid

1 2 3 4 D C B A

Indirect Slower Paced Self-Contained—Guarded Task Oriented Open People Oriented Direct Faster Paced

Openness Scale Directness Scale

CFS D C B A Indirect Behaviors Direct Behaviors

Slower Pace Asks More, Patient Less Assertive Emphasis on Quality Less Competitive Risk Averse Follow Rules Slow to Make Decisions Faster Pace Tells More, Less Patient More Assertive Emphasis on Quantity More Competitive Risk Taking Spirit of Interpretation Quick to Act, Impulsive

More Less

CFS Self-Contained Guarded Behaviors Open Behaviors 1 2 3 4

Task Oriented Disciplined, Methodical Emotionally Controlled Time Conscious Verbally Precise Rational Decision Maker Non-contact Oriented Decisions Based on Facts People Oriented Time Flexible Openly Share Feelings Informal, Casual Communicates Easily Impulsive, Spontaneous Builds Relationships Decisions Based on Feelings

Less More

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Indicators of Assertiveness (Directness)

Less Assertive More Assertive Amount of Talking Rate of Speaking Voice Volume Body Movement Energy Expressed Posture Gestures Less More Slower Softer Less, Slower Leans Back Less Faster Louder More, Faster Leans Forward More Less More

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Indicators of Responsiveness (Openness)

How much facial animation? How much voice variation? How “flowing” are their gestures? Less Responsive More Responsive Less Less Less More More More

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Behavioral Style Grid

1 2 3 4 D C B A

Indirect Slower Paced Self-Contained—Guarded Task Oriented Open People Oriented Direct Faster Paced

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Self-Contained—Guarded Task Oriented Open People Oriented

Behavioral Style Grid – The Whole Picture

Direct Faster Paced Indirect Slower Paced

Expressive Analytical Amiable

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Self-Contained—Guarded Task Oriented Open People Oriented

Behavioral Style Grid – The Whole Picture

Direct Faster Paced Indirect Slower Paced

Expressive Analytical Amiable

CFS Driver

Self-Contained—Guarded Task Oriented Open People Oriented

Behavioral Style Grid – The Whole Picture

Direct Faster Paced Indirect Slower Paced

Expressive Analytical Amiable

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Self-Contained—Guarded Task Oriented Open People Oriented

Behavioral Style Grid – The Whole Picture

Direct Faster Paced Indirect Slower Paced

Expressive Analytical Amiable

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Strengths Overused Independent Results-Oriented Candid Pragmatic Poor Collaborator Impersonal Abrasive Shortsighted

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Articulate Fast-Paced Visionary Fun Loving Poor Listener Impatient Impractical Distracting Strengths Overused

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Diplomatic Dependable Supportive People-Oriented Conflict Avoider Dependent Permissive Inattentive to Task Strengths Overused

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Prudent Painstaking Task-Oriented Systematic Indecisive Nitpicky Impersonal Bureaucratic Strengths Overused

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Driver Analytical Amiable Expressive

Controls too much Analyzes too much Agrees too much Talks too much

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• The _____ walks up, gets on the elevator, and

pushes the button that closes the door.

• The __________ lets others in

and will make friends with other passengers by the time they reach their floor. Driver Expressive

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• The _______ says “Always room for one more,”

and “Come in, you’re going to be late; we’ll wait for you!”

• The ________ will get on the

elevator, count the number of people and, if the number is

• ver the limit, gets off to take

the next car. Amiable Analytical

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What we’ve got here is a failure to communicate!

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The 3 V’s

Verbal Vocal Visual 7% 38% 55%

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Verbal Channel 7% Effective

MEMO

CFS Verbal Vocal Visual

Vocal Channel 38% Effective

CFS Verbal Vocal Visual

Visual Chanel 55% Effective

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Style Flex (Adaptability)

Don’t be the chameleon who had a heart attack trying to cross the Scotch Plaid!

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Driver Analytical Amiable Expressive

Ideal Vehicle

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Driver Analytical Amiable Expressive

Animals

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Analytical Amiable Expressive

Favorite Song

Driver My Way You’ve Got a Friend in Me Celebrate Nachtmusik

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Thank you!