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COMMUNICATION & LISTENING TOPICS:  Communication Model  Self assessment * Responsibility of the sender the sender  Five Principles of Communication  Listening Assessment * Responsibility of * Responsibility of the receiver the receiver  Listening guidelines  Communication Barriers  Case Studies OBJECTIVES:  Understand the communication model  Determine how well you communicate  Learn how to send a clear and concise message  Determine how well you listen  Enhance your learning skills using best practices  Overcome barriers  Practice your communication skills 2

Noise Sender Idea Encode TransmissionReception Decode Understanding Feedback Noise COMMUNICATON MODEL Begin 3

RESPONSIBILITIES OF THE SENDER A. Beware of your own thoughts, feelings perceptions and attitudes B. Anticipate the person’s reaction C. Have a clear understanding of what you want the listener to comprehend D. Ask the receiver what support they need from you E. Reduce or eliminate distractions F. Speak at the listener’s level G. Check for understanding H. Be aware of your non verbals Read the responsibility and match the statement on page 5 that is most closely associated with it. 5

5 PRINCIPLES OF A CLEAR MESSAGE 1. Relevance 2. Simplicity 3. Definition 4. Repetition 5. Emphasis. 6

COMMUNICATION BARRIERS  Physical  Semantic  Perceptual  Psychological. 10

IMPROVEMENT SIGNS  Express support  Checking for understanding (Not asking “Do you understand”)  More specific instructions (avoiding words that may cause confusion i.e.”a litte bit”, “a couple”)  Repeat or paraphrase  Use appropriate body language  Putting themselves in people’s shoes  Managing feelings

ROLE OF A LEADER TOPICS:  What Leaders Do  Why Leadership is important Best Practices of a Leader OBJECTIVES:  Identify the differences of Leaders and Employees  Provide Instruction  Helping employees know what is expected  Providing support to team members  How to be a Role Model

WHY LEADERSHIP IS IMPORTANT It is not how hard people work that determines organizational performance, but how smart they work.

BEST PRACTICES DO’S & DONT’S OF LEADERS Do 1. Show respect to all employees 2. Listen carefully to all employees needs 3. Treat all employees fairly 4. Remain calm in all situations 5. Show empathy and sympathy when necessary 6. Maintain the employees` self esteem 7. Defuse gossip 8. Support the employees 9. Keep an open mind Don’t 1. Embarrass employees 2. Participate in gossip 3. Play favorites 4. Place blame on others 5. Speak negatively about an employee to other employees 6. Spread rumors whether true or false 7. Discuss an employees` personal matters with other employees 8. Be inconsistent when applying policies 9. Listen without judging

IMPROVEMENT SIGNS Not allowing bias association Treat all employees equal Be open minded Show patience