The Federal Credit Union July-August 2013 - (Page 66)
Change Your Communication
for Greater Influence
By Stacey Hanke
hen was the last time you
made a change in how
you communicate? What?
You’ve never had a need
to change? Perhaps you’ve heard or made
comments like these: “People tell me I’m
a good communicator.” “The boomers are
old school, and they need to learn how to
communicate with me via text.” “The Xers,
Y’s and millennials just don’t understand
how to communicate effectively.”
We operate in a diverse workforce; therefore the change I’m referring to requires
you to “click it” — tap into what’s important to your listeners and communicate
using their words and level of understanding. Click your idea to your listeners’
problem by using language in a way that
provides them with solutions. This is when
you’ll begin to build trust and rapport.
Who are your listeners? What do I want
them to know about my topic? How will
the action I want them to take benefit them? Why should my listeners be
interested in this particular topic? When
meeting with people for the first time, it
would be wise to expand on W in order
to tailor your communication by asking:
What preconceived notions do they have
of you? What has been their experience of
your product or your competition? What
do they want to change?
Before and during your next conversation, take five minutes to tailor your
message for your listener. The acronym
KNOW will help you conduct powerful
analysis in order to adapt your message
to each specific communication.
What do my listeners know about my
topic, and what is their experience?
Boomers will have a different perspective
on how to build a relationship than millennials, based on their experience.
What does my listener need to know to
take action in the amount of time I have
to present the message? Boomers may
want more detail to make a decision,
while Xers need only the takeaways.
What is my listener’s opinion on my subject?
Ask open-ended questions at the beginning
of the conversation in order to find out
exactly what your listeners know about you.
This line of questioning can help you choose
your opening words carefully. Within 30
seconds, your listeners should know what it
is you want them to do and exactly what’s in
it for them.
Taking the time to walk through KNOW
can make all the difference — whether it is
with regard to presentations or meetings,
or even the way you reply to emails.
Stacey Hanke is the founder and communication expert of Stacey Hanke Inc.
(www.staceyhankeinc.com) and author
of Yes You Can! Hanke helps individuals
eliminate the static that plagues communicative delivery to persuade, sell, influence
and communicate face-to-face with a clear
message. Hanke will be speaking at the
NAFCU Management and Leadership
Institute, Oct. 7–11 in Philadelphia. For
more information on the conference, go to
Changing your communication behavior
includes four steps: awareness, understanding, acceptance and taking action.
A prerequisite for making a change is
that you’re aware of your communication
strengths, weaknesses and impact on
others. To be truly aware, you need to ask
others to give you constructive feedback.
what you become aware of might be
unexpected and surprising.
This is the stage where you say, “Aha! I
understand what needs to be done to
make the change I want to make. ” you’ve
reached a stage where you stop denying
that this change is needed, and you
are willing to accept it. when the pain
is great enough, or if you haven’t seen
results in a while, make a change!
During this stage, you accept that you
can have a new and improved way
to communicate. you’re more openminded, more interested in making the
change and focused to move forward.
4. taking Action
This is where most people come to a
halt. Not tomorrow, not next week, but
today, begin making changes so that
one year from today you’re not stuck in
the same spot.
Put your commitment to yourself in
writing. Make a list of the changes
you’re encountering now. your list
should include changes you’ve chosen,
changes you look forward to and
changes you have some anxiety about.
which change on your list presents the
most difficult challenge for you? what
do you need to do differently?
The Federal CrediT Union July–August 2013
Table of Contents for the Digital Edition of The Federal Credit Union July-August 2013
Voices and Opinions
From the Chair
Fred Becker Leaves a Lasting Impression; Dan Berger Moves to CEO
Charting a Course
The 2013 NAFCU Award Winners
2013 Exhibitor Directory
Getting to Know...
Inside NAFCU Services
The Federal Credit Union July-August 2013