Posts Tagged ‘donor trust’

Silence is Golden

April 4, 2011

Doug Van Dyke

Listening can be a powerful skill in your development toolbox if you only know how to employ the proper techniques.  Improving Listening Skills was the topic of the March AFP Suncoast Chapter membership meeting as Doug Van Dyke, President of Leadership Simplified, shared the 5 keys of great listening and how to apply them in a manner that boosts professional results.

According to Van Dyke, the 5 Keys of Great Listening are:

  • Full Attention – square-up your shoulders to connect
  • Body Language – have terrific body language
  • Don’t Interrupt – it’s an issue; we go into solution mode
  • Capture the Essence – the meaning of what they’re saying
  • Capture the Emotion – the feeling they’re experiencing

Words account for 7%, tone 38%, but body language is 55%.  Here are 10 Body Language Tips:

  1. Eye Contact
  2. Fingers on Chin
  3. Facial Expressions
  4. Lean Forward (slightly)
  5. Lean Backwards (relaxed)
  6. Neck Rubbing (your own)
  7. Gestures – horizontal (warm & welcoming); vertical (alarming)
  8. Attending – little nods of affirmation
  9. Crossed Arms – interpret as closed off
  10. Postural Echoing – doing something similar

The “Sounds of Silence” can best be summarized as:

1.)     Capture the essence and emotion of what was said – repeat back in different words

2.)    Great Repoire Builder – through communication techniques & listening skills

3.)    Be a Fantastic Listener

“Great listening is the lynchpin of great communication.”  “There is power in silence,” concluded Van Dyke.

Van Dyke is the author of Leadership Simplified – The Field Guide for Savvy Leaders.  For more information about Doug Van Dyke, visit

Jay Goulart asks, “Are you capturing emotion?”

February 28, 2011

The Florida Suncoast  Chapter of the Association of Fundraising Professionals (AFP) held their monthly meeting on February 15, 2011 at the Centre Club, Tampa.  The AFP Suncoast Chapter serves over 250 members in the greater Tampa Bay area.

The Chapter meeting luncheon speaker was Jay Goulart, Director of Advancement, Academy at the Lakes, who addressed the topic, “Designing Organizational Focus,” to the assembled audience of more than a hundred. Goulart later led a roundtable discussion of about 20 individuals and answered participants’ questions.

His presentation focused on the importance of taking responsibility for confronting fundraising efforts by board members and key stakeholders by delineating a clear and concise purpose.  Having them concentrate on the proper tasks will allow the fundraising professionals to continue to build a long-term, successful endeavor.

Goulart said that FAR – Find, Ask and Retain, was the fundamental principle in any development-related activity.  He stated that emotions drive behavior, and the critical nature of valuing trust.  He outlined the “Key Elements of Trust”:

  1. Competence
  2. Reliability
  3. Integrity
  4. Communication

According to Goulart, open and honest communications is also a significant factor for internal staff and external messaging in helping to design and customize the donor experience.  “Capturing the emotion is essential to a successful fundraising effort and our overall, continued success,” concluded Goulart.

Recommended Reading:

  • Orbiting the Giant Hairball by Gordon MacKenzie