Presentation on theme: "Course Objectives Interact with others in an effective and appropriate manner Identify when to use formal and informal communication styles Employ techniques."— Presentation transcript:
0 Effective Communication Bring: Prizes, boxes, Back-up videos (Tape 4…Assert. Skills), Magic of Conflict (Tape ___), tape, markers, candy?Materials check: video links, post-pre tests, Kilmann inventories, index cards,FC’s: Agenda (add break and lunch time after you ask), Joan contact info, No cell/pager, Want AD…Looking for 7 individuals to take on roles in role play, dialogue provided, fabulous prizes for volunteers.(index cards on tables, boxes on tables, phrase for Gossip game on paper slips),Total time: 45 mins. Including next two slides (objectives)Welcome, introductions, housekeeping issues, agenda, breaks, boxesPretest (Not looking at individual results, but cumulative. If want test back put test # in lower right hand corner)Effective Communication
1 Course ObjectivesInteract with others in an effective and appropriate mannerIdentify when to use formal and informal communication stylesEmploy techniques in using written communication to achieve effective resultsCommunicate effectively within the department without having to follow traditional lines of commandDistribute information in a manner that addresses issues at all levels of the organization
2 What Do We Mean by Communication? The process of transmitting information from the sender to the receiverEffective Communication“Passing relevant information, in a style and form that is clearly understandable, to the right person at the right time.”Source:
9 Learning Retention 75% Practice by doing 90% By teaching others 50% Group Discussion30% Demonstration20% Audio Visuals10% Reading5% Lecture/Telling
10 Communication Realities You cannot not communicateWhenever contact is made, communication occursMeanings are in people, not in words
11 The Communication Model SenderBarriersInternal and ExternalBarriersInternal and ExternalReceiverInformation sent by senderResponse to sender’s message
12 Characteristics of Non-verbal Communication Facial ExpressionGesture and PostureVocal CharacteristicsPersonal AppearanceTouchingUse of Time and Space
13 Exercise: Identifying Non-verbal Cues Work with your table teamMake a list of non-verbal cues that you’ve encounteredWith each cue, list some of its possible meaningsBe ready to share with the group
14 Components of Successful Intercultural Communication Cultural Awareness(Recognizing differences)Cultural Flexibility(Overcoming ethnocentricity)CULTURAL SENSITIVITYEFFECTIVE INTERCULTURAL COMMUNICATIONCOMMUNICATION SKILLCultural Technique(Developing written/oral skills)Cultural Languages(Overcoming barriers)Cultural Exposure(Studying other cultures)
16 Eliminating Gender Bias ManWoman doctor, Male nurseThe average parole agent...heThe teacher...sheGov. Schwarzenegger and Mrs. SchwarzeneggerPerson, HumanDoctor, NurseThe average parole agent...he or sheTeachers...theyGov. Schwarzenegger and Maria Schriver
17 MBTI® Preferences Extraversion Introversion Sensing INtuition Where do you prefer to focus your attention?Where do you get energy?Sensing INtuitionHow do you prefer to take in information?Thinking FeelingHow do you prefer to make decisions?Judging PerceivingHow do you like to structure your world?
18 Type Review Everyone has a preferred/dominant Type Although we all use a blend of TypeType shows up in behaviorNo Type is better than any other TypeWe can learn to flex our Type to communicate more effectively togetherWe can create an environment that allows each Type to flourishRespect is the foundation
19 The Function Pairs Sensing Types iNtuitive Types Introvert Types Extravert Types
20 Function Pair Communication Exercise NFContributions to Effective SupervisionCommunication ImplicationsPitfalls to Effective SupervisionCommunication Implications for us as Supervisors
21 “To effectively communicate, we must realize that we are all different in the way we perceivethe world and use thisunderstanding as a guide to ourcommunication with others.”Anthony Robbins
22 Listening ...is a consensual activity ...tends to be untaught and untrained…generally shows up as the No. 1 communication malady...is the least practiced skill in America today
23 Listening Skills Assessment Rate yourself on each specific skill on page 19. (Ask for clarification if needed)Team up with one or two others to answer the questions on page 20Be prepared to share your ideas with the group
24 Feedback is a way to let people know how effective they are in what they are trying to accomplish, or how they affect you. It provides a way for people to learn how they affect the world around them, and it helps us to become more effective. If we know how other people see us, we can overcome problems in how we communicate and interact with them.From an article by Phil Rich, Ed.D., MSW online at
25 The Skill of Questioning Closed EndedOpen EndedFactualPrecisionReflectiveBroadeningJustifyingHypothetical
26 Listening and Checking Perception A: Talker4-5 sentences about any topicB: ListenerAt the end, repeat back what you’ve heardUse perception checking to make sure you got itC: Observer:Take notes on page 23Evaluate B’s use of perception checkingSwitch
27 Giving Positive Feedback Make it timely.Align it to receiver’s Communication Style.Be specific and descriptive.Tell them what they did right.Tell them how it affects you, the team, and/or the organization (family, group,etc.).Encourage them to continue the behavior.
28 Receiving Positive Feedback Don’t explain it awayJust say thank youAsk for more specific information if applicable
29 Feedback, like rain, should be gentle enough to nourish a Person’s growth without destroying their roots.Adaptation of a quote by Frank A. Clark
30 Giving Corrective Feedback Make it timelyAlign it to receiver’s Communication StyleBe specific and descriptiveDescribe what you observed (what they did, said, etc.)Tell them what the expectations were (what they were expected to have done, said, etc.)Tell them how what they did affects you, the team, and/or the organizationAsk them to identify corrective action they will takeWork with them to develop action ideas, if necessaryEncourage them and ask them what you can do to support them
31 Receiving Corrective Feedback AnticipateDon’t become defensiveAsk questionsGet as much information as you canTry to find something to agree withAnalyzeObjectively consider the information and the sourceUse the feedback you solicit
32 Practice in Giving Corrective Feedback Think of a situation in which you need(ed) to give corrective feedbackMake notes on page 28 to guide you through the steps listed on page 27Role play giving the feedback to your partnerSwitch
33 When Providing Corrective Feedback… Guiding rule:Attack the problem not the person.Self test:Why am I giving this feedback?
34 Written Communication Before: Be preparedDuring: Be organized Be clearAfter: Follow Up
35 Writing Your Leadership Credo Read the background on page 30Write a memo for your staff that describes your supervisory credoCollaborate with your partner to review your credoTake your credo back to your unit and share it with your staff
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