Dale Carnegie - Effective Communications and Human Relation

ISO-404-PD-EV-0705-V6.1
The Dale Carnegie Course®
Effective Communications
and Human Relations

• Learn methods to connect with
others
• Familiarize ourselves with the Five
Drivers of Success
• Expand our capacity to achieve
our vision by committing to
breakthroughs
— Rosabeth Moss Kanter
Build a Foundation for Success 1A
Learning Objectives
“A vision is not just a picture of what could be; it is an appeal to
our better selves, a call to become something more.”

Break the Ice in Business Relationships

“My Name is …”
(“First Name”)
(“Last Name”)
StatingYour Name with Impact
Pause
Part
Punch

Cycle of Performance Improvement
KnowledgeTrap
Need
Want
Can
WillAttitude
Know HowPractice
Skill
Feedback
Accountability
Support
Practice
with
Coaching
Fundamental
Concepts &
Principles

Memory Linking Technique
The mind has the ability to
think in terms of pictures.
The more exaggerated the
picture, the easier it is to
remember.
Linking pictures maximizes
retention.
1
2
3

1 Stop
Communication Fundamentals for Building Trust
Be a good listener
Look
Listen

Name
Use conversation
“links”
Home & Family
Work
Travel
Hobbies
Ideas
2

Who
Show genuine interest
What
Where
When
Why
How
3

Program Objectives
Build Greater Self-Confidence
Strengthen People Skills
Enhance Communication Skills
Develop Leadership Skills
Reduce Stress and Improve our Attitude
—Jack Welch
“Giving people self-confidence is by far the most important thing that
I can do. Because then they will act.”

Create aVision
(3-6 months from now…)
“I am…”
Powerful
Language
Present
Tense
Positive
Images

— Dale Carnegie
Recall and Use Names 1B
Learning Objectives
“Remembering names is only an offshoot of the desire to remember
the people behind the names. Otherwise remembering names
becomes a kind of gimmick, merely to prove our prowess…”
• Focus on people as individuals
• Create positive first impressions
• Use methods for remembering names

Name Remembering Formula
Look and Listen
Impression
Repetition
Association
L
I
R
A

Name Remembering Tools (1)
Person
Action
Color
Exaggeration
P
A
C
E

Name Remembering Tools (2)
Business
Rhyme
Mind Picture
Similar Name
B
R
M
S
A
M
Appearance
Meaning

• Apply a process for memory
improvement
• Become familiar with the
principles for improving human
relations
• Identify opportunities for
improving business relationships
— Mother Teresa
Build on Memory Skills
and Enhance Relationships 2A
Learning Objectives
“Kind words can be short and easy to speak, but their echoes are
truly endless.”

Peg Words 1-9
Run
Zoo
Tree
Door
Hive
Sick
Heaven
Gate
Wine
One
Two
Three
Four
Five
Six
Seven
Eight
Nine

Permanent Peg Memory System
Concept
• PPN
• PPW
• PPP
Memory
Constants
ACME
Glue

Enhance Relationships Principles (1)
Don’t criticize, condemn, or complain.
Give honest, sincere appreciation.
Arouse in the other person an
eager want.
Become genuinely interested in
other people.
Smile.
1
2
3
4
5

Enhance Relationships Principles (2)
Remember that a person’s name is to that person the
sweetest and most important sound in any language.
Be a good listener. Encourage
others to talk about themselves.
Talk in terms of the other
person’s interests.
Make the other person feel
important – and do it sincerely.
6
7
8
9

Enhance Relationships
DesiredResult
OppositeEffect
Focus
Resentment
Compliance
Indifference
Enhance
Relationships
Rapport
Influence
Lead
Gain
Cooperation
Be a
Leader

My Relationship Map
Me
I Report to
Peers
People who
report to me
My
Suppliers
Customers
Community
Business
Community
Family

Commit to Enhance Relationships
Person at work with whom I want a stronger relationship
How this relationship is
important to my goals
The breakthrough I desire
Principles that will help
What I will do differently
Impact on my vision

• Use our experiences to
communicate more confidently
• Communicate with clarity and
conciseness
• Discover how past experiences
influence behavior
— Dale Carnegie
Increase Self-Confidence 2B
Learning Objectives
“Your purpose is to make your audience see what you saw,
hear what you heard, feel what you felt.”

• Plan and prepare to reach
breakthrough enthusiasm goals
• Demonstrate how changing our
attitudes can alter behaviors
• Understand how enthusiasm helps
us achieve our visions
— William James
Put Enthusiasm to Work 3A
Learning Objectives
“Action seems to follow feeling, but really action
and feeling go together.”

Enthusiasm
Set and
Accomplish
Goals
The Little Recognized Secret of Success
Practice Better
Human Relations
Control Stress
Feel Better–
More Confident Become More
Results-Oriented
Develop
Leadership Ability Accomplish More
Each Day

• Improve attitudes by acknowledging
our successes
• Focus on our strengths and the
strengths of others
• Enhance our professional
communication skills
— Thomas Edison
Recognize Achievements 3B
Learning Objectives
“If we all did the things we are capable of doing,
we would literally astound ourselves.”

Exhibit Guidelines
Pick up your exhibit only when you are ready to use it.
Hold your exhibit high
enough so all can see it.
Hold your exhibit so it does
not hide your face.
Talk to the audience,
not the exhibit.
When you are finished with your exhibit, put it aside.

Fundamentals of Communication
Earned the rightE ...through study and experience
ExcitedE ...with positive feeling
about your subject
EagerE ...to project the value to your listener

The Magic Formula
Time: 2 minutes
Incident
1 minute, 50 seconds
Action
5 seconds
Benefit
5 seconds

• Recognize the impact negative
stress has on our results and
effectiveness
• Commit to using concepts and
principles to better handle stress
• Discover more effective ways for
business professionals to prepare
for and address challenges
“Those who do not know how to fight worry die young.”
4A
Learning Objectives
Put Stress in Perspective
— Dr.Alexis Carrel

Managing Stress Principles
Discussion:
1. Which principles will work best in my
environment (work/home/school)?
2. Which do you believe will provide the “best
return on investment” when properly
applied?
3. How can applying these principles help us
deal with stress levels more effectively?

Fundamental Principles for Overcoming Worry
Live in “day-tight compartments.”
How to face trouble:
Ask yourself,“What is the worst that
can possibly happen?”
Remind yourself of the exorbitant price you can pay
for worry in terms of your health.
1
2
3
Prepare to accept the worst.
Try to improve on the worst.

Basic Techniques in Analyzing Worry
Get all the facts.
Weigh all the facts—then come to a decision.
Once a decision is reached, act!
1
2
3
Write out and answer the following questions:4
What is the problem?
What are the causes of the problem?
What are the possible solutions?
What is the best possible solution?

Break the Worry Habit Before It BreaksYou
Keep busy.
Don’t fuss about trifles.
Use the law of averages to
outlaw your worries.
1
2
3
Cooperate with the inevitable.4
Decide just how much anxiety a thing may be worth
and refuse to give it more.
Don’t worry about the past.
5
6

Cultivate a Mental Attitude that
Will BringYou Peace and Happiness
Expect ingratitude.
1
2
3
4
Do not imitate others.
Try to profit from your losses.
5
6
Fill your mind with thoughts of peace, courage, health and hope.
Never try to get even with your enemies.
Count your blessings—not your troubles.
Create happiness for others.7

Manage Stress
The PerfectWay to Conquer Worry—Pray
Remember that unjust criticism is
often a disguised compliment.
Don’t Worry About Criticism
1
2
3
Do the very best you can.
Analyze your own mistakes and
criticize yourself.

Prevent Fatigue and Worry and
KeepYour Energy and Spirits High (1)
Rest before you get tired.1
2
3
Learn to relax at your work.
Protect your health and
appearance by relaxing at home.

Prevent Fatigue and Worry and
KeepYour Energy and Spirits High (2)
Put enthusiasm into your work.5
6 Don’t worry about insomnia.
When you face a problem, solve it then and there if you
have the facts necessary to make a decision.
Learn to organize, deputize and
supervise.
4 Apply these four good working habits:
Clear your desk of all papers except those relating to
the immediate problem at hand.
Do things in the order of their importance.

• Persuasively communicate in a
clear and concise way so people
are moved to action
• See how consistent application of
the Human Relations Principles
improves results
• Discover how relationships help
us advance toward our goals
Motivate Others
and Enhance Relationships 4B
Learning Objectives
— Dale Carnegie
“Excitement radiates through your eyes, your face, your voice,
your soul, and your whole personality.”

Human Relations Award
Demonstrates by preparation, content and delivery,
the effective application for the assigned
HR Principles (1-9);
Reports on results of a commitment made during
the training (Session 2);
Motivates you to continue to practice the principles

Gain Willing Cooperation
DesiredResult
OppositeEffect
Resentment
Compliance
Indifference
Rapport
Influence
Lead
Focus
Enhance
Relationships
Gain
Cooperation
Be a
Leader

Gain Willing Cooperation (1)
The only way to get the best of an argument is to avoid it.
Show respect for the other
person’s opinion. Never say,
“You’re wrong.”
If you’re wrong, admit it
quickly and emphatically.
Begin in a friendly way.
10
11
12
13

Get the other person saying “yes, yes” immediately.
Let the other person do a
great deal of the talking.
Let the other person feel
the idea is his or hers.
Try honestly to see things from
the other person’s point of view.
14
15
16
17

Be sympathetic with the other person’s ideas and desires.
Appeal to nobler motives.
Dramatize your ideas.
Throw down a challenge.
18
19
20
21

Peg Words 10-21
Ten
Eleven
Twelve
Thirteen
Fourteen
Fifteen
Sixteen
Seventeen
Eighteen
Nineteen
Twenty
Twenty-one
Den
Football Eleven
Shelf
Hurting
Sorting
Lifting
Licking
Movie Screen
Waiting
Shining
Horn of Plenty
Dueling Gun

• Recognize that including action in
our communications releases
nervous energy
• Become more natural when
communicating with others
• Become more animated to energize
and engage others
— Anonymous
Energize Our Communications 5A
Learning Objectives
“Actions speak louder than words.”

I Know People ...
I know people in the ranks,
who are going to rise in the ranks.
Why? I’ll tell you why!
Simply because they use their
abilities to get things done!

Language easily understood
Illustrations to clarify
Organize thoughts
Narrow subject to key points
Make Our Ideas Clear
LIONS Approach
Summarize key points
L
I
O
N
S

• Display increased levels of courage,
confidence, and conviction
• Effectively tap our reserve power
• Develop a greater freedom for self-
expression
— Dale Carnegie
Unleash Our Full Potential 5B
Learning Objectives
“History has repeatedly been changed by people who had
the desire and the ability to transfer their convictions and
emotions to their listeners.”

Crashing Through Award
Demonstrates courage, flexibility
and risk-taking

• Demonstrate clarity when giving
directions
• Learn to present information in a
logical sequence
• Reinforce the value of
demonstrations when explaining
information
— Tracy Gross
Make Our Ideas Clear 6A
Learning Objectives
“If you are going to reinvent your organization,
then in order to succeed, you must reinvent yourself.”

• Communicate effectively in
impromptu situations
• Apply methods that assist in
communicating with clarity and
conviction
• Recognize the value of presenting our
ideas with confidence
Think On Our Feet 6B
Learning Objectives
— Dale Carnegie
“The more such practice (impromptu speaking) a person gets the
better he will be qualified to meet the real situations that may arise
when he has to speak “for keeps” in his business and social life.”

Topic
Impromptu Speaking Process
Experience
Speak

Mid-Point Evaluation
Are you making progress
toward your vision?
Why or why not?
What will you do throughout
the rest of the training to
continue to work toward your
vision?

• Influence people through trust and
respect
• Achieve cooperation versus
compliance
• Discover the power of finding
points of agreement
Gain the Willing
Cooperation of Others 7A
Learning Objectives
— Patrick Lencioni
“… teamwork begins by building trust. And the only way to
do that is to overcome your need for invulnerability.”

• Understand the principles to
demonstrate leadership
• Explore methods to minimize
resistance
• Discover how to coach for
improved performance
Commit to Influence Others 7B
Learning Objectives
— J.C.Watts
“Everyone tries to define this thing called character. It’s not hard.
Character is doing what’s right when nobody’s looking.”

Demonstrate Leadership
DesiredResult
OppositeEffect
Resentment
Compliance
Indifference
Enhance
Relationships
Rapport
Influence
Lead
Gain
Cooperation
Focus
Be a
Leader

Demonstrate Leadership Principles (1)
Begin with praise and honest appreciation.
Call attention to people’s mistakes indirectly.
Talk about your own mistakes before criticizing the
other person.
Ask questions instead of giving direct orders.
22
23
24
25
26 Let the other person save face.

Demonstrate Leadership Principles (2)
Praise the slightest improvement and praise every improvement.
Be “hearty in your approbation and lavish in your praise. ”
Give the other person a fine reputation to live up to.
Use encouragement. Make the fault seem easy to correct.
Make the other person happy about doing the thing you suggest.
27
28
29
30

• Concentrate on the strengths of
others
• Develop skills in giving and
receiving positive feedback
• Discover the value of sincere
appreciation
Build Others Through Recognition 8A
Learning Objectives
— William James
“The deepest principle in human nature is the craving
to be appreciated.”

Positive Feedback
Some ThingT
A Accomplishment
P Personality trait
E Use Evidence

Expressing Positive Feedback
Be Sincere not manipulative
Be Specific provides meaning
Be Brief for clarity
Be Quiet allows recipient to accept it

Receiving Positive Feedback
First response should be,
“ThankYou”
Some don’ts
Non-verbal body language
and facial expressions

• Realize that we are responsible for
our attitudes
• Use positive “self-talks” to
increase our confidence
• Discover the benefits of being
proactive
Realize the Power of Enthusiasm 8B
Learning Objectives
— William Lyon Phelps
“One of the chief reasons for success in life is the ability to
maintain a daily interest in one’s work, to have a chronic
enthusiasm.”

• Positively influence the attitudes of
others
• Use positive approaches when
coaching people
• Deal with challenging situations
more effectively
Demonstrate Leadership 9A
Learning Objectives
— Lowell Thomas“Do a little more each day than you think you possibly can.”

Human Relations Champion
OppositeEffect
DesiredResult
Resentment
Compliance
Indifference
Enhance
Relationships
Rapport
Influence
Lead
Gain
Cooperation
Be a
Leader

Evidence
DemonstrationsD
E
F
E
A
T
S
Examples
Facts
Exhibits
Analogies
Testimonials
Statistics
Doubt

• Implement a wider range of
communication skills
• Understand the power of
risk-taking
• Become more open-minded to
change and opportunity
Develop More Flexibility 9B
Learning Objectives
— Dale Carnegie
“Take a chance! All of life is a chance. The man who goes
furthest is generally the one who is willing to do and dare.
The “sure thing” boat never gets far from the shore.”

How PeopleView Us
What We Do HowWe Look
WhatWe Say HowWe Say It

• Demonstrate a process to organize
our thoughts in impromptu
situations
• Communicate our ideas effectively
even when we disagree
• Strengthen our personal opinions
with evidence
Disagree Agreeably 10A
Learning Objectives
— Winston Churchill
“One man with convictions will overwhelm a
hundred who have only opinions.”

What do I think?
Why do I think that?
What evidence do I have?
My example is…
The evidence shows me that…
Therefore, I believe…
Think
Speak
1-4 seconds for
“reflection”
Responding Effectively in Impromptu Situations

Cushion
CushionYour Response Avoid Using
I hear you saying …
I understand you said…
I appreciate your view on …
That’s an interesting point of view …
But …
However …
Nevertheless …

Disagree Agreeably
What do I think?
Why do I think that?
What evidence do I have?
My example is…
The evidence shows me that…
Therefore, I believe…
Think
Speak
1-4 seconds for
“reflection”
Cushion

B
Disagree Agreeably
Cushion, Evidence, Opinion
(One Minute)
Disagree Agreeably—Practice
Trainer
(StateTopic)
A
Opinion Giver
(15 seconds)
C
Coach
(Feedback to both)
“Cushion” your
response

• Increase our ability to control
worry and stress
• Learn from others how to confront
our fears
• Recognize that we can triumph
over adversity
Manage Our Stress 10B
Learning Objectives
—Peter B. Myers
“Much of the stress in our world is a result of
misunderstandings among generally well-intentioned people.”

• Form a habit of applying principles
to win friends and influence people
• Inspire others to achieve similar
results through application of the
principles
• Champion human relations to
increase productivity and efficiency
—Bernard Montgomery
Be a Human Relations Champion 11A
Learning Objectives
“Leadership is the capacity and the will to rally men
and women to a common purpose and the character
which inspires confidence.”

• Communicate with strong and
powerful feelings
• Connect with others on an
emotional level
• Inspire others to think and act
differently
Inspire Others 11B
Learning Objectives
— Dale Carnegie
“Mix judgment with ambition and season it with energy. It
makes a splendid recipe for success.”

Celebrate Achievements
What breakthroughs have I
experienced?
What am I doing differently as a
result of something I learned?
What have I done that I am
proud of?
What progress have I made
toward my vision?

Celebrate Achievements Report
Structure:
First 20 seconds: Recap vision from beginning of course
2 minutes: Communicate major benefits derived from being
active in the course (magic formula structure—incident,
action benefit)
Final 40 seconds: Segue into your vision for the next six
months with the words “I am . . . . "

Renew OurVision
Powerful
Language
Present
Tense
Positive
Images

Invite Guests to the Next Session!
Celebrate your personal
and professional growth.
Be proud of your
accomplishments.
We are proud of you!

Presented to the person who:
Demonstrates significant personal and
professional development.
Exemplifies the principles of
Dale Carnegie Training®
Highest Award for Achievement

• Recognize breakthroughs resulting
from this program
• Inspire and motivate others by
communicating our visions
• Commit to continuous
improvement
Celebrate Achievements
and Renew OurVision 12
Learning Objectives
— Joel Arthur Barker
“Vision without action is merely a dream. Action without vision
just passes the time. Vision with action can change the world.”

Highest Award for Achievement
Presented to the person who:
Demonstrates significant personal and
professional development.
Exemplifies the principles of
Dale Carnegie Training®

Dale Carnegie - Effective Communications and Human Relation

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