Managing Issues Seek to Understand (communications) Process of sending and receiving messages

Review Question What are the two forms of communications?

Review Answer Verbal- talking Non verbal- any other communications

Review Question Which form of communications is used the most?

Review Answer Non verbal communication

Brainstorm forms of Non Verbal communications

Body Language Meanings Slouching Stiff shoulders Drum fingers Arms across chest Tap foot Fast speaking High pitch voice Not making eye contact

Body Language and their meanings activity Body Language charades

People do not believe words when their bodies send a different message. Communication Messge

Communication Message Communication is different among different cultures. Be aware of the culture.

Parts of communications Sender Receiver The message

Guidelines for effective Verbal Communication Speak for yourself Use I statements (make it personal) Avoid speaking for others Be clear and to the point Be aware of the listener and surrounding issues Ask questions for clarity

Is there a difference between hearing the message and listening to the message? Discussion Question

Steps to being a better Listener Use eye contact Give your full attention Concentrate don't anticipate Show interest Listen to non verbal clues Avoid judgments Give feedback only when asked Paraphrase what has been said to you back to the speaker Ask for more information

Listener Activity On the screen watch the video. Answer the questions after watching the video asked by the teacher.

Steps to being a good communicator Speak clearly and loud enough to be heard Speak at a good tempo Be a good listener Give examples to support your views Take turns speaking Match understanding of language levels with listener Only give your opinion when asked

Communication Activity Break into groups of two. Put your backs together and then follow the teachers instructions.

How to break through a communication roadblock Use I messages Focus on problem not the person Be willing to compromise Don't be defensive Look for the “good” in the situation Stay calm Realize that you may be wrong Deal with your emotions

Tips to dealing with your emotions Admit how you feel Talk about your feelings Write out your feelings Work off your feelings Cool off before communicating

The root of poor communications Stereotypes Racism Prejudice discrimination Image formed in advance about a group of people Belief that a certain race is inferior Like or not like a person without a good reason Deny some people rights or benefits that others have

Sample Stereotypes All blonds are dumb Left handed people are creative People that wear glasses are smart Males can't cook Remember, stereotypes are false.

Discussion Questions Why might some people not be aware of their prejudices? What can you do to make sure that you do not act on prejudice? How do people become prejudice?

Discussion Question What is the most negative emotion that causes Roadblocks in communications?

Discussion Question? Is it ok to feel anger? What problems can lead to uncontrolled anger? As you aged, has your anger triggers and reactions to anger changed?

The emotion Anger Facts on Anger What makes one person angry may not make another person angry. Some act before they think. Anger #1 reason for conflict. Some people do not realize that they are angry. Anger can help people accomplish things.

Causes of Anger Stress Frustration Feeling threatened Disrespected Treated as a stereotype other

How to handle Anger Deny the anger Turn the anger inward Avoid the anger Blame others Tackle the anger problem

Conflict Resolution Ways to successfully solve problems in a socially approved manner.

Hints to conflict resolution Walk in the others' shoes Empathize Be aware of feelings Find the real problem Explain yourself Encourage calmness Be prepared Be alert to aggressive messages

When all else fails Peer Mediation Everyone must want to solve the problem. Each person shares the problem and then repeats what they hear. Find out what each person wants from the other. See if each will accept. If not, compromise.