1. Communication Avoiding the communication conundrum

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3. Non Verbal Communication Ways to show the speaker you are listening: Lean forward a little Show emotion Stay open (i.e. avoid crossing your arms and legs) Nod your head Maintain eye contact without staring

4. Active Listing Effective Listening requires: Your full attention Listening before developing a response Limiting advice giving Being patient Occasionally asking questions Showing the speaker that you are indeed listening

5. Possible Cultural Barriers to Effective Communication Often our culture determines what we may be willing to talk about and with whom. It is important for us to acknowledge that not all people communicate in the same way or may be willing to share to the same degree.

6. Being A Helping Person Students may have a need to talk. We can meet that need by demonstrating a willingness to listen and assisting them in processing the information. Part of being a helping person is offering to listen as we identify students who may need our help.

7. Being A Helping Person Behaviors to AVOID in a helping relationship: The Teller: “Here is what you are going through.” The Thinker: “Let me give you a rational analysis of why you feel bad.” The Feeler: “Let me cry on your shoulder and tell you how bad I feel.” The Stealer: “Look how sensitive I am … I am helping you.” The Cheerleader: “I am so afraid of pain, I will not let you hurt, lets go get ice cream.” The Martyr: “I will be strong for you, I will do everything for you so that you can heal.”

8. Communicating with a Group: Setting the Tone Setting a tone at the first floor meeting Start on time Be organized, use an agenda Provide needed information (rules and regulations) Talk about your role as a student staff member Speak clearly Answer any clarifying questions End on time Be firm! It is easy to start firm and then lighten up. However, it is almost impossible to start soft and then try to tighten things up later.

9. Questions to Ask Yourself Before Your First Floor Meeting What do I want to accomplish at the meeting? How should the agenda be organized? Am I prepared for the meeting? What actions will I take if some residents don’t show up? What questions should I anticipate? What should my demeanor be at the meeting? Should I invite anyone outside of my residence area to attend? Should there be a follow-up meeting?

10. Presenting and Facilitating Facilitating a discussion: Encourage the group to participate by: – Conducting an “ice breaker” activity – Asking a question everyone can answer – Being comfortable straying from the agenda – Not controlling the discussion – Encouraging real conversation – Modeling the behaviors you would like to see in your residents

11. Presenting and Facilitating Facilitating a discussion: Avoid the following: – Asking questions and then answering them yourself – Adhering rigidly to an agenda – Asking “yes” and “no” questions, rather than open-ended questions – Being overly uncomfortable with silence from the group – Controlling the discussions

12. Presenting and Facilitating Tips for presenting & public speaking: Organize your presentation Use a PowerPoint or other visual aid if possible Mix in a joke or two Avoid verbal quirks (i.e.“You Know” - “Like” - “Ummm”) Relax Paint a picture with your words Make your point Be clear Be yourself

13. Email Etiquette Things to remember as you compose your emails: Emailing is not Texting Don’t raise you electronic voice Be aware of your tone Think before you forward Don’t email to avoid a face to face conversation

14. Email Etiquette Remember these simple rules: Write like you speak Be concise Write in an active voice Be specific Keep it clean Be complete Check your work before you hit the send button

15. Social Networking Sites Please remember the following: Nothing posted on the Internet is private Don’t over-share your personal information Choose which sites you want to be associated with People, other than your friends, will see your postings People will make judgments about you based on your postings

16. Q/A & Discussion