Close Channels, Build Trust
The more I teach and use perceptions, parts and channels, the more I wonder if these may be the most cellular building blocks of trust. However grand you care to define trust, it all boils down to, and starts with, closing channels and matching perceptions.
Why do we communicate, and what are we looking for?
According to the Process Communication Model (PCM), there are five main channels, Interventive (protecting), Directive (telling), Requestive (asking), Nurturative (caring), and Emotive (playing). Humans communicate and are in relationship with each other by protecting, telling, asking, caring, and playing. And, logically, there can only be five channels because a) there are only five parts that initiate a channel, and b) if more than one channel was initiated by the same part, they wouldn’t be behaviorally distinct and distinguishable. Can you even comprehend how delighted it makes a Workaholic that PCM is so astonishingly logical?
The Rule of Communication
PCM trainers have taught the diagram hundreds of times - all five channels on one page, easy to see which parts go together, what personality type prefers each channel, and how to distinguish those channels that do double-duty. A great one-stop visual to summarize the Rule of Communication.
Trust at the most basic level
Here’s what enamors me; the Parts that close Channels. Scanning the right side of this diagram, notice that only two parts do all the work – the Emoter and Computer. Every Channel is closed by one of these two. I’m leaving out the Interventive channel since it’s not personality-specific. “Obviously,” you might be saying to yourself. It wouldn’t work or make any sense for the other parts to close a channel. Yeah, I know…I get that. Stick with me…
If the purpose of communication is to tell, ask, care, and play, then what is the end goal of communication? Based on the parts that close channels – there are only two end goals; safety and execution – “Am I safe with you?” and “Can I count on you?” My Emoter transparently shows you how what you’ve just said is resonating with me – where you stand with me. It fosters psychological safety by being transparent while providing the initiator with candid, non-attacking signals about where they stand. The Computer executes – does stuff, plain and simple.
Closing the Nurturative and Emotive channels with the Emoter sends the message “You are safe with me.” Closing the Directive and Requestive channels with the Computer sends the message, “You can count on me.”
From this cellular starting point we can begin building the larger context of trust in relationships, organizations, and communities.
Close Channels, Build Trust
Closing channels builds trust one interaction at a time. This is why we tell our clients that trust is made or broken from here forward. Trust begins now.
2010 July E-News
“As a facilitator and advisor to nonprofits, my clients rely on my communications skills daily to move their organizations forward. The training I received through Next Element has taken those skills to a new level! The time spent with Next Element has been invaluable.”
- Ranlyn Tilley Hill, JD, President
Benevolent Vision, Counsel to Nonprofits, Los Angeles, CA
PCM NUGGET
“I use the (PCM) tools daily. I had a 30-minute conversation with my 25-yr old son by using complimentary gestures, tones and body language and being attentive to his – the longest talk we’ve had in years!” (click here to read the rest of the story.)
NE CORNER
We invite you to read Jamie’s latest blog post on Chapter 5 of Daniel Pink’s book, “DRIVE.” We think you’ll get a kick out of it. Some of you may even resonate with her pain! And on your next coffee break, check-out this fun, and educational video by RSA Animate on Drive: The surprising truth about what motivates us.
BOOK RECOMMENDATION
Our friend, Judy Young, founder of Laughter Links , shares her review of “DELIVERING Happiness, A Path To Profits, Passion and Purpose,” by Tony Hsieh. Hot off the press, just published 30 days ago, and already on the New York Times Bestseller List! An easy quick read, with a simple message offering great results. (Click here to read Judy’s complete review on our website.)
WHITE PAPER
In the theme of employee motivation and engagement, we invite you to read Nate’s White Paper titled, “The Five Drivers of Employee Engagement.”
FREE IS GOOD
One of our free services is called an Executive Leadership Team Assessment. An NE trainer will visit your workplace to observe one of your team meetings and administer two short surveys to your staff. Then, we offer you an accurate assessment of your strengths and liabilities along with simple recommendations for improvement. NO CHARGE, and NO STRINGS ATTACHED, honest. Why free? Because knowing our customers needs and building relationships always come first. Call or e-mail us for details. We look forward to meeting your team!
UPCOMING EVENTS
Process Facilitation Seminar – July 19 – 21, in Lincolnshire, IL (Greater Chicago area)
Advanced PCM® Conflict Resolution Seminar – August 11 – 12, in Frankenmuth, MI
PCM® Core Competency Training – October 11 – 13, in Newton, KS
Advanced PCM® Conflict Resolution Seminar – October 14 – 15, in Newton, KS
Process Facilitation Seminar – November 8 – 10, in Newton, KS
Facilitating Self-Efficacy – November 11 – 12, in Newton, KS
PCM® Trainer Certification – November 15 – 19, in Newton, KS
HOT WING UPDATE
No hot wings this month. However, I was able to taste a scorpion at the Typhoon Restaurant in the Santa Monica Airport, during a training in the LA area. I’d give them a 5 out of 5 for uniqueness. Not much taste, lots of crunch, definitely original. And, prior to the scorpions, I ate a plate of crickets – equally unique. – JK
WHERE WE’LL BE
Jamie will be in the Chicago, IL area in July for an open-enrollment seminar. Jeff will be providing an open-enrollment advanced PCM training in Frankenmuth, MI in August. Jeff and Nate will also be training in Malibu, CA in August. We hope you’re having as much fun this summer as we are!
“The longest talk we’ve had in years!”
“I use the (PCM) tools daily. I had a 30-minute conversation with my 25-yr old son by using complimentary gestures, tones and body language and being attentive to his – the longest talk we’ve had in years! Usually he just grunts a reply and walks away! And, the conversation was about cleaning his room and moving furniture around – amazing! Also, I used PCM today with a member of our staff team, to wonderful results. Although I was frustrated, I used the Requestive Channel and her body language showed me it worked! I am able to better delegate to my team now, and let go of the need for perfection. The result..better performance. THANK YOU, Next Element!”
- J.J. Sweeting, Executive Assistant for Suzy Amis-Cameron (wife of James Cameron), Malibu, California
“resolving issues”
As a facilitator and advisor to nonprofits, my clients rely on my communications skills daily to move their organizations forward. The training I received through the Process Communication Model (PCM) has taken those skills to a new level! Through PCM I am able to speak to every person in the room in a way that resonates with them and allows them to participate in resolving the issues at hand. The time spent with Next Element has been invaluable.
Ranlyn Tilley Hill, JD
President
Benevolent Vision, Los Angeles CA
Counsel to Nonprofits