Connecting4Success Advice Guru Virtual Training 2011 4/25/2017 1:06 AM Connecting4Success Advice Guru Virtual Training 2011 Module 2 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Overview- Module 2 Effective Interpersonal Communication Attention skills Listening skills Self Assessment Empathetic understanding Interchangeable responses

Introduction To be an excellent Advice Guru, you must learn and demonstrate appropriate attending skills, active listening techniques, empathy, and interchangeable responses Advice Guru’s must remain nonjudgmental and genuinely enjoy assisting their mentee with his/her transition to university In order to develop and establish a helping relationship high levels of trust, respect and warmth are necessary

“About 70 percent of an average person’s waking hours are spent communicating.” WISC-Online

Attention Skills Physical Attention You body should be communicating nonverbally that you are really interested in what your mentee is saying E.g. sitting down, good eye contact, providing supportive expressions of warmth and caring You should not be displaying behaviors that may be distracting to the person seeking help E.g. no fidgeting, distracting movements, ignoring cell phone, or judgmental facial expressions

Attention Skills Psychological Attention Focusing on the whole person (E.g. feelings, thoughts, intentions), while being attentive Trying to enter the other persons world, seeing and experiencing the world as they do

Listening Skills As an Advice Guru, listening skills are critical Common Problems/ Barriers in Listening Environmental distractions Cell phones, noise, temperature, odors, other people talking Pride Taking over the conversation because we think that they have nothing to learn from our mentee Close mindedness Don’t assume that you have all the right answers Keep an open mind for effective listening

Listening Skills Thought Speed The human mind can process a lot of information in a short period of time Don’t jump to conclusions Avoid letting your mind stray while you are meeting with your mentee Defensiveness Defending is a primal response to feeling attacked, threatened, misunderstood or disrespected Don’t view comments and criticisms as a personal attack

Active Listening Skills: Self Assessment Please click the following link to complete the Self Assessment: http://www.mhhe.com/business/management/buildyourmanagementskills/updated_flash/topic13b/quiz.html If you cannot click on the link, please copy and paste the link into your browser.

What were your results? What was your score on the self-assessment? What are some of your listening strengths? What are some of your listening weaknesses? How do you plan on improving upon your weaknesses? Hint: You may see these questions again on the Module 2 Quiz

Empathic Understanding Empathy is a critical dimension to interpersonal communication Empathy is the capability to share another being’s emotions and feelings (Wikipedia, 2011). Putting yourself in your mentee’s shoes Empathy is not sympathy In other words, you can understand why someone feels the way they do, but you don’t necessarily have to: A. Feel the same B. Think the same…in order to have empathy with them

Interchangeable Responses How do you demonstrate that you are listening intently and understanding the problem you are hearing? Interchangeable Responses Paraphrase what your mentee has told you Mentee: “I can’t believe the time I wasted this morning. Dr. Jones and I had an appointment to discuss my winter class schedule and I waited an hour and he never showed up. This is the second time he has done this to me” Appropriate interchangeable response… Mentor: “It seems that you’re really annoyed because Dr. Jones failed to show for your advising appointment. Being the second time this has happened makes it even more irritating to you”. This interchangeable response captures both the context and feelings expressed by the student and allows the student to continue to self explore the problem.

Congratulations. You have almost completed Module 2 Congratulations! You have almost completed Module 2. Now it’s time to take the quiz! Please click on the following link. http://app.fluidsurveys.com/surveys/danielle-w/module-2-quiz/?TEST_DATA If you cannot click on the link, please copy and paste the link into your browser.

References McShane, S. (2000). Active listening skills self assessment. McGraw Hill. Retrieved from: http://www.mhhe.com/business/management/buildyourmanagementskills/updated_flash/topic13b/quiz.html lifetofullest.com. (2011). 5 effective listening barriers. Retrieved from: http://lifetofullest.com/effective-listening-barriers/ mowgli=mentoring. 2009. Exploring empathy in mentoring. Retrieved from: http://mowgli.org.uk/913/exploring-empathy-in-mentoring.html” Ender, S., Newton, F. (2000). Students helping students. San Francisco: Jossey-Bass Publishers.