This document summarizes a webinar about staff communication presented by Lori A. Hoffner. The webinar discusses control in communication, the filters people use in communication like language and experiences, and different generations' communication styles. It also talks about the difference between rationale and emotional leadership, and provides tips for successful communication and dealing with conflict, like choosing a positive atmosphere and actively listening. The goal is to help participants understand how to improve communication at work by being aware of filters, leadership styles, and communication best practices.

1. presented by
Lori A. Hoffner
Speaker ~Trainer ~ Consultant
Supporting CommUnity, Inc.
Littleton, CO
Phone720-353-2863
www.SupportingCommUnity.com
Lori@SupportingCommUnity.com
Welcome to our April Webinar:
Staff Communication:
Control, Filters and Perceptions
1. Please sign in with your
Agency Name and the
number of people
attending the webinar
from your agency today.
2. Have you downloaded and
printed a copy of your
handouts?

2. Communication – the human
connection – is the key to
personal and career success.
Paul J. Meyer

3. Control
Filters
Perceptions

4. Control

6. Leadership
The meaning of leadership:
The word “lead” originally
meant “to set in motion”, “to
accompany someone”

7. Communication - Control
Directive - Makes Decisions
Cooperative - Shares in
Decisions
Non-Directive - Delegates
Decisions

9. FILTER FILTER
SENDER RECEIVER
BEHAVIOR

10. Filters

11. Neuro-Linguistic Programming
Delete
Distort
Generalize

13. FILTER FILTER
SENDER RECEIVER
BEHAVIOR

14. What Are the Filters?
1. Language
2. Memories
3. Values
4. Attitude
5. Life
Experiences
6. Beliefs
7.
8.

15. Culture Filter

16. Generation Filter

17. 4 Generations
Leadership Challenges
Individuals are
natives to their own
generation and
immigrants to the
other three.

18. Traditionali
st
1930-1945
Boomers
1946 - 1964
Gen X
1965 - 1979
Millennials
1980 - 1996
CUSPERS 1942 - 1947
CUSPERS 1961 - 1966
CUSPERS 1976 - 1981

19. Silent or Traditionalist (1930 – 1945)
3% of the current workforce

20. Communication:
“loose lips sink ships”
Information was one way -
“I write a memo, send a letter, listen to a
speech, and call a meeting.”
 formal  hard copy  face-to-face
 authority  gender

22. BOOMERS
Baby-Boomers (1946 – 1964)
35% of the current workforce

25. Communication:
Started to learn through mass media
and entertainment, have always used a
phone.
“I write a memo, pick up the phone, and
set a meeting”
 in person  team oriented  optimistic
 prefer questions to work toward
solutions  open to communication
alternatives

28. Generation X (1965 – 1979)
29% of the current workforce

29. Communication:
What are memos? I send an email or
instant message, search online for a
summary of the speech and meet
virtually.”
 skeptical  independent  direct
Work to Live

30. Gen Y/Millennials (1980-1996)
33% of the current workforce

32. Communication:
“I send a text message (vowels are
optional) or instant message, replay the
speech online, or connect on a social-
networking site. You really just left me a
voicemail?”
 texting  participative  creative  email
(maybe)  want to be included
work, live… whatever

33. Millennials
A MUST for communication
success with Gen Y is to make
certain expectations are
explicit versus implicit.
L.A. Hoffner

34. Perceptions

36. Every communication consists of a
factual and a relationship level.
The successful outcome of a
conversation depends on appreciation
at the relationship level.

37. Factual Level
Relationship Level
FILTERS

38. Four “Ear” Communication Model
Factual
Self-Revealing
Affiliation
Appeal

39. Factual Level
Relationship Level
FILTERS

40. Leadership
Rationale Based Leadership
versus
Emotional Based Leadership

41. Rationale
 Transactional and competitive
Emphasis on salary over
appreciation
Managing versus Leading

42. Parasitic relationship – feeding off
of each others lifeblood. “as long
as I’m getting something for this”

43. The Boomers were the last
generation that responded to
management; Gen Xers and
Millennials respond to
leadership.

44. Emotional Based
Work /life success
Establishing trust through relationships
Understanding of and employees self
realization in all aspects of life

45. Mutualistic relationship – when one
person benefits, everyone
benefits.

46. Basic Four Areas of Leadership
Goal Setting
Communication
Trust
Accountability

47. Basic Four Areas of Leadership
Goal Setting
Communication
Trust
Accountability

48. Take Ownership
Holding Each Other Accountable

49. Control

50. Communication Success
Concise
Complete
Conversation
al
Clear
Considerate
Confidence
Check
Are there filters in place?

51. Communication and Conflict

52. "When dealing with people,
remember you are not
dealing with creatures of
logic, but creatures of
emotion."
~ Dale Carnegie

53. Conflict Communication Action

54. Conflict Communication Action

55. Conflict
Choosing Success
1. Choose Atmosphere
2. Avoid Obstacles
3. Heed Nonverbal’s

56. Body Language

57. Communication and
Conflict
Choosing Success
1. Choose
Atmosphere
2. Avoid Obstacles
3. Heed
Nonverbal’s
4. Listen Actively
5. Focus On
“I-Statements”
6. Opt For
Detachment
Are there filters in place?

58. Communication Action Plan
1.
2.
3.
…

60. Lori A Hoffner
Supporting CommUnity, Inc.
Lori@SupportingCommUnity.com