1. Characteristics of a good listener
A good listener listens to the whole message, including the specific point the speaker is trying to make.
A good listener thinks about the speaker, not himself or herself.
A good listener pays attention to what is being said.
A good listener maintains eye contact

2. A good listener does not interrupt.
A good listener asks questions when appropriate.
A good listener is open to other points of view.
A good listener shares impressions with the speaker to confirm the message.
A good listener does not let personal beliefs or feelings interfere with listening to the message and understanding it.

3. Some one please read that paragraph.
Personal contacts
Some one please read that paragraph.

4. Communication break downs
Think of communication as process
1. a though or idea is encoded into words or actions
2. the “coded” message” is transmitted
3. the message is decoded and interpreted

5. During the decoding of the message or During the interpretation
B. Communications break downs can occur in all 3 steps of the process.
During the thought or
During the decoding of the message or
During the interpretation
Example…

6. C. Common hindrances to communication
Poor timing:
you are not paying attention
You are too busy
Disturbances, preoccupations
Doing something else
Multitasking

7. Poor communication skills
Suspicion
1.The way they look
2. You are scare
Dislike
Hostility
Intimidated
Poor communication skills
Other language
Unable to express ideas

8. Insufficient explanation
Preconceived notions
You already know what they are going to say ( yea, yea yea, he or she always….)
Stereotypes
Insufficient explanation
Do not Ask questions
Do not know the whole story

9. Too many people involve
He said
She said
The more people involved the less accurate the information.
Remember there are always 3 sides to a story
Your
Theirs
And the truth
Failure to acknowledge another's point of view.
Is my way or …..

10. Methods for preventing communicating breakdowns
Send a clear message (think before you speak)
Get the facts (ask questions)
Minimize environmental distractions (timing is everything)
Increase the likelihood of your message being received and interpreted correctly (use different types of communication)
Emotions mean as much as facts (do not let your emotions take the best of you)
Defensive behavior is less conductive to communication than supportive behavior

11. Defensive behavior Evaluating Controlling Strategy Superiority
Blame others
Negative
Always right

12. Supportive behavior Descriptive Positive Problem solver understanding
Empathy
Equality
Open minded
Sensitive
Good listener
Eye contact

14. You have the right to remain silent

15. Take responsibility for your own communication (don’t blame others)
Establish a common goal (look for the other person’s wants and needs as well as your own.
Truly care.
Build rapport by matching:
Tone of voice
Key words and phrases
Body language

16. 5. Solve problems by working together.
Let the problem the goal and the solution unfold by asking questions.
Ask, don’t tell!

17. Handling difficult situations effectively
When an angry individual confronts you, try to get that person settled down as quickly as possible
Calm the person down
Let them talk (offer them something to drink)
Take notes
Paraphrase what they are saying
If possible have someone else there as witness

18. Immediate response or commitment to action I not necessary.
You do not have to give them an answer right away.
Ask them for input, what would they like done.
Investigate the real cause of the problem, then deal with the real issue.
Ask questions
What is it that you really need?
Who?, where? ,when?, how?

19. Fallow up
Either with a letter or
Phone call
Make sure you document how the situation was solved
B. most of the same techniques can be use if an angry individual calls on the phone.
c. It is never acceptable to listen to abusive or obscene language in person or on the phone

20. When dealing with confrontations.
Recognize your own shortcomings:
In conclusion
When dealing with confrontations.
Calm the person down
Express desire to help
Listen, do not argue
Respond with positive decisions or actions
Fallow through.
Above all remain …..
Calm and professional