2. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP1 Communication Skills Seminar Part I

3. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP2 Seminar Goals 1.Define & Improve communication 2.Identify basic skills 3.Listening & responding skills 4.Inappropriate communication 5.Communicating personal & professional goals 6.Motivational communication 7.Action steps to improve communication to reach your goals

4. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP3 Why Communicate? 1.To survive in the ever-changing world dependent on connectivity. 2.Organizational performance can be measurably improved by communicating effectively.

5. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP4 Shared information that leads to understanding and action toward a specific goal. “Do these men look goal oriented?” What is effective communication?

6. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP5 Basics of good communication 1.Purpose statement 2.Clarity of word selection 3.Brevity 4.Request feedback from listener(s)

7. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP6 Communication Blocks 1.Do you listen to people with differing backgrounds, views or opinions? 2.Do you discount the person? 3.Do you discount the problem? 4.Do you discount solutions?

8. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP7 Inappropriate communication Customer service is about being mindful of what you say and having good boundaries. Coworker loyalty is about never blaming another department or member of your company.

9. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP8 Listening Skills 1.Information gathering 2.Remove pre-judgments 3.Remove distracting thoughts 4.Remove distracting feelings 5.Open up to others’ input 6.These require a strong sense of Self.

10. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP9 4 Ways to Respond Respond with 1.Clarification a)“Tell me more.” b)“How can I help?” c)“What do you want?” d)“When is it due?” 2.Yes 3.No 4.I’ll think this through and get back with you.

11. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP10 Communication to avoid at work 1.Gossip 2.Profanity 3.Pettiness 4.Inappropriate emails 5.Excessive socializing 6.Too much attitude 7.Being “too sensitive” 8.Other examples

12. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP11 Leaders Communicate to Motive Leaders lead, they do not try to make anyone do anything. Leaders communicate to motivate, encourage and invite people to connect the dots from their goals to the organization’s goals.

13. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP12 What are your personal goals? List and communicate 3 personal goals Examples Health/fitness Lifestyle Marriage/Children House Where do you see yourself in 1-3 years?

14. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP13 What are your organization’s goals? List and communicate 3 professional goals that support the organization. Examples Career advancement Income Work environment Education Where do you see yourself in 1-3 years?

15. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP14 Motivation to reach your goals 1.What will motivate you to achieve your goals? 2.Who will motivate you? 3.When will you connect with your motivators? 4.What will you do during challenging & difficult times?

16. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP15 Brick Walls & Icebergs 1.What brick walls or icebergs have you hit? 2.How have they effected you? 3.What did you do about it? 4.What are you doing today as a result? 5.Who supports and encourages you?

17. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP16 What communication changes will you make? 1.Be mindful of what you say to others 2.Take time to resolve conflicts quickly 3.Work better with _________ (Who) 4.Complain less 5.Other important actions I will take…

18. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP17 Action plan What will you do to accomplish your communication goals? Set a date? What resources will you need? How will you manage your motivation?

19. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP18 Coaching 1.Who will encourage you? 2.Who will help you stay on track? 3.Who will offer directions? 4.Who will clarify expectations? 5.Who will help you set higher goals? 6.Who will be your coach?

20. Copyright 2009 Ken Scroggs, LPC, LCSW, LMFT, CEAP19 EAP Works Performance Coaching Employee Assistance Programs Counseling Seminars Critical Incident Stress Debriefing, CISD Organizational Development Evaluaiton & Consultation Ken Scroggs, LPC, LPC, LMFT, CEAP 770-449-1111