Learning 2006 Recaps: Arch Lustberg
Arch Lustberg was a keynote speaker at Learning 2006, but I also attended his smaller session. Arch’s topic was radically different than most of the topics at the conference. Arch spoke about improving your face to face communication, whether in a group or one on one. Why was it so different? It was one of the few (if not the only) session that didn’t involve using technology.
Arch has several tips for personal communication, including:
- The art of the pause/effective use of silence
- Making eye contact
- Using information
- Maintaining an open face
- Optimizing gestures
Likability, states Arch, wins every time. This is most often seen in politics and sales. Arch said some great things, and my notes are detailed after the jump. However, I most appreciated what he had to say about information.
Information should be honest, positive, caring, easy to understand, and memorable. People remember stories and anecdotes. I believe this concept of information applies not only to personal communication, but to other means of communication as well, including technical writing and most importantly, learning.
Quick notes from Arch’s session:
There are four elements to communication: mind, face, body, and voice.
The Importance of Pause
Don’t say the first thing that comes to your mind.
Remain silent as opposed to "intellectual dysentery" (you know, like, um, uh … )
Eye contact. It’s okay to "fake" eye contact by looking at the person’s forehead or mouth. But maintain eye contact (even "faked" eye contact) when you pause.
Rephrase negative statements and questions into positives.
Example: Why is training a waste of money? rephrased as What is the value of training?
Information should be
- Honest
- Postive
- Caring (Don’t use any of these statements more than once per conversation.)
- – I’m sorry that you feel that way …
- – I can understand how you reached that conclusion …
- – Let me explain what the facts really are …
- – If I understand your question, what you are really asking me is …
- – I’m proud to be able to tell you that …
- Easy to understand. (Simple, clear, concise) Short words are best.
- Memorable
- – Stories are memorable. Audiences respond to a well-told story.
- – Anecdotes, examples, figures of speech, words that inspire visuals.
Closed face versus an open face
Closed face might mean that you are deep in thought, worried, or angry. Be aware if you are sporting a closed face. A neutral face states that you don’t care about your audience. An open face shows that your are caring, friendly, explaining. However, an open face can be inviting but not require a smile. Smiles should always be sincere.
Gesture is the communication equivalent of a hug or a handshake. Use open gestures. Do not speak with your hands in your pockets, behind your back, in front of you and clasped, or your arms crossed.
