1. Fourth Conference of Ombuds and Deans of Students in Higher Education Australasia McPhee Andrewartha Pty Ltd Phone: (08) 8357 1800 Fax: (08) 8357 1811 www.mcpheeandrewartha.com.au University of South Australia Presenter: Graham Andrewartha April 2004

2. McPhee Andrewartha Pty Ltd Strategies for Self Care for Ombuds and Deans of Students

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4. Self-care Guidelines Follow the equal effort rule Accept everything you hear but don't bank on it Plan your emergencies Structure your time Know when to quit—before you need to Don't take it too seriously Watch out for repetitive routines

5. McPhee Andrewartha Pty Ltd Self-care Guidelines People are actually very strong Follow a procedure but be flexible Understand organisational learning

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7. At a very fundamental level all human understanding is unconscious and non-verbal. Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.

8. McPhee Andrewartha Pty Ltd Principles of Understanding  We don’t respond to what others say, we respond to the way they say it.  Learning to see how others say things helps us hear properly.  Saying things the way someone else expects to hear it helps us to be understood.  Being understood is essential for success.

9. McPhee Andrewartha Pty Ltd Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW. Perceptions are our meanings

10. McPhee Andrewartha Pty Ltd Six Tips for Better Understanding Six Tips for Better Understanding 1. Positive feelings help focus our understanding. 2. Negative feelings confuse our understanding. 3. Accept that we don’t always say what we mean, and we don’t always mean what we say. 4. The more important something is to you, the less you will understand or be understood. 5. What you expect is what you tend to get. 6. When you treat the other person (no matter who they are) as your most important friend, understanding flourishes.

11. McPhee Andrewartha Pty Ltd The Context Triangle OrganisationSelf Student

12. McPhee Andrewartha Pty Ltd The Conflict Triangle Critic roleHelper role Victim role

13. McPhee Andrewartha Pty Ltd Discounting Hierarchy

14. McPhee Andrewartha Pty Ltd Three Aspects of Communication Body language55% Voice tone38% Verbal content7%

15. McPhee Andrewartha Pty Ltd Eight Attributes of Supportive Communication Eight Attributes of Supportive Communication 1. Problem-oriented, not person-oriented 2. Congruent, not incongruent 3. Descriptive, not evaluative 4. Validating, not invalidating 5. Specific, not global 6. Conjunctive, not disjunctive 7. Owned, not disowned 8. Supportive listening, not one-way

16. McPhee Andrewartha Pty Ltd …emotion is central to problem-solving, understanding and decision-making. We know and recognise things by what we have already experienced emotionally. Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.

17. McPhee Andrewartha Pty Ltd Imitation or Matching The art of understanding is achieved through matching. Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.

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20. Carlopio, J., Andrewartha, G. & Armstrong, H. 2001, Developing management skills: a comprehensive guide for leaders, 2nd edn, Prentice Hall, Australia. Values Values are among the most stable and enduring characteristics of individuals. They are the basis for crucial decisions. An organisation, too, has a value system, usually referred to as its ‘organisational culture’. Research has found that employees who hold values that are congruent with their organisation’s values are more productive and satisfied.

21. McPhee Andrewartha Pty Ltd ID Profile for Richard Wood 23 November 2000 Timing: RAPIDGRADUAL Emphasis: UNDERSTATEEXAGGERATE Thinking: LINEARLATERAL Focus: DETAILCONCEPT Evaluation: SELFOTHER Relationship: INITIATERESPOND Perceptual System: VISUAL AUDITORY EXPERIENTIAL Understate Exaggerate Rapid Gradual Linear Lateral Detail Concept Self Other Initiate Respond Visual Auditory Experiential © Copyright 2001 McPhee Andrewartha Influence Dimensions