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Topic 1:
Topic 1:
Using Motivational
Using Motivational
Communication Techniques
Communication Techniques
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Topics
Topics
◗
Communication and its importance
◗
Asking Questions is Motivational- or Just Plain
Irritating
◗
Evaluate emotion
◗
Invite Participation
◗
Ask Open Questions
◗
Listen More Than You Speak
◗
Remember to Ask Lots of Questions
◗
Pay Attention to the Nonverbal Stuff
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Stimulate Thinking
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Finding the time to Communicate Well

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The Target – Focus Technique
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Communication and its
importance
✦
Transmit and exchange of thoughts, messages or
information
✦
It creates trust and understanding.
✦
Communication plays critical place in relationships
both in business and daily life
✦
not simply listen and talk.
✦
Effective communication is much more involved
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Asking Questions is Motivational
- or Just Plain Irritating (chọc tức)
◗
Asking question is critical tool for motivation.
◗
It should be delivered in right way, right time and right
place.
◗
Eager to draw ideas from others may cause anger or
defense
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A Case in Point

A Case in Point
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Lawrence H. Summers became boss in Harvard
University in Mid- 2001.
◗
As an open executive, he always welcomes
communication. People can speak with him any time
without appointment.
◗
However, he did make a mistake that he was unwilling
to listen and caused people in Harvard shocked,
specially with professor William Julius Wilson.
◗
He more over put blunt (lỗ mãng) questions and
explained “I think the questioning is a mark of respect
for people”
◗
And he be believe everything must have its pros and
cons
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Evaluate your motivation
✦
You first evaluate your current state of emotion.
✦
If you are angry, tired, upset, or depressed, it will
show in your communication.
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Invite Participation
✦
Drawing people out and also drawing them in.

✦
Do not limit the number of people who are
affected the topic
–
Identify the participants
–
Asking open- ended questions
–
Listening more and letting others do more of the
speaking
–
Ask a lot of questions
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Invite Participation - Ask Open
Questions
✦
Opposite with closed or yes- no question, open-
ended questions designed to encourage a full,
meaningful answer using the subject's own
knowledge and/or feelings.
✦
In the other words, open ended questions can draw
answer’s participant in to the topic.
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Invite Participation - Ask Open
Questions
✦
They typically begin with words such as
–
Why?

–
Tell me about…?
–
What do you mean by?
–
Can you explain that to me?
–
What do you think went wrong?
–
How do you feel about this?
–
What do we do it that way?
–
Who is affected by this?
–
What do you think?
–
Could you come up with any alternatives we could
consider?
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Invite Participation - Ask Open
Questions
Example: In stead of asking “do you like HR
management subject ?”
–
Tell me why do you choose HR management subject?
–
What do you think the value of HR management in
today’s business environment?
–

Can you share with us how interesting HR management
subject is?
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Invite Participation - Ask Open
Questions
Examples of closed Questions
✦
Do you know what you are supposed to do?
✦
When do you think you will be done?
✦
Did you know?
✦
Are you willing to sign onto this team project
for next month?
✦
Who is responsible for this problem?
Do exercise 4-1 in text book
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Invite Participation - Listen More
Than You Speak
✦
Speak less haft the time
✦
Making effort by pausing and reminding
yourself to listen patiently
✦
Some mangers say “I don’t want any yes-
men around me, I want everyone telling me
the truth” but it doesn’t seem true in reality.

✦
Practice active listening to get to the root
cause of the problem by the Five Why's. Here
is an example:
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Example
✦
The stone of Lincoln Memorial was eroding (mòn)
quickly.
✦
The caretakers asked "Why".
✦
They found that they were washing the monument
too much
✦
so they asked "Why" they were washing it more.
✦
The answer was that a massive amount of birds were
defecating on the Memorial.
✦
So they asked "Why" there were so many birds
around, and found out that it was due to the lights
being shined on the Memorial at night.
✦
That was the root cause, and once they shut off the
lights, the problem solved itself.
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Invite Participation - Remember
to Ask Lots of Questions
✦

Before assigning several employees in to
different position, manager should ask them
what roles they think of.
✦
This approach leads employees participative
communication and build motivation for
performance.
✦
Simply ask them what they think and
encourage their discussion. But do not let
them feel their idea will control your decision
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Invite Participation - Remember
to Ask Lots of Questions
✦
Questions should focus on
encouraging them to think about the
same issues manager think and raising
additional issues.
✦
Paraphrase what they are saying to
you, and ask them to clarify what their
understanding of your communication
is.
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Facilities of communication and
the Nonverbal Stuff
✦
For an entire work force about a new policy, a
conference call, or priority email.

✦
If the issue is localized to one section or person, a
phone call or face-to-face would be more appropriate.
✦
Nonverbal stuff is expressed by body language, tone
on telephone, the way of writing email, place for
communication and communication medium
✦
38% of the emotional messages of verbal
communication are received through use of voice and
only 7% is the actual words you use
✦
Exercise for conflict solving page 58-9
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Facilities of communication and
the Nonverbal Stuff
✦
51-70% of our communication takes place
nonverbally such as facial expressions, your
posture (thái độ), where you are sitting in the
room, etc,
✦
Sitting with your arms crossed over your
chest, that is a sign of defensiveness.
✦
Maintain an open posture when with others,
lean forward a little to show interest,
✦
don't use your hands excessively as this will
show that you are excited.

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Stimulate Thinking
✦
Ask about the root causes of problems
✦
Encourage them to think of alternative
explanation.
✦
Help them to identify controllable causes
✦
It is helpful to ask employees to think creatively
and critically by these following questions.
–
The pros and cons of the option.
–
How to implement
–
Who is the best suited to do what
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Goal (time, amount, quality, etc.)
* Practice for critical thinking of Motivation
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Finding the time
to Communicate Well
✦
Communication is the powerful tool for motivate
employees.
✦
The more communication with employees the more
motivation managers make.

✦
In today’s business environment, managers are
under time pressure.
✦
Exercise pg 62
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The Target – Focus Technique
✦
Today, managers have little time to communication
with employees.
✦
Everyday, there are several mails, memos, phone
calls, faxes and meetings.
✦
They are no patient to listen to employees.
✦
Manager should try to focus on the most important
issue with them.
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The Target – Focus Technique
✦
Sharpen your message. According to research
cited by the
Society for Human Resource Management,
people normally remember only three to five
points from any communication. So keep it short
and sharp.
✦
This is especially true for e-mail or memo. "If
someone taped a $20 bill to the second page of

every memo in America," says Galbreath,
"nobody would ever find one."