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Interpersonal Communication
Is the very basis of our relationships with others. Clearly identify and understand their own communication style and the styles of others. Able to communicate on different levels Practice Active Listening Identify & overcome communication barriers
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Introduce Yourself
Personal Analysis of Leadership Style
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Describe the Communication Process List the elements of communication List the responsibilities in communicating clear messages Identify barriers in communicating with staff
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Identify communication style Identify communication style of staff Identify listening skills for improvement Demonstrate active listening
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Minimize barriers to effective listening Provide positive and productive feedback using a three-part method
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Effective Communication
Definition: The means through which people exchange information, feelings, and ideas with each other.
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Communication Model
Sender Message (information) is sent by the sender Receiver Receives the message and responds to message (feedback)
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Is communication what a person says (or thought he/she said)? Or is it what the listener hears (or thought he/she heard)?
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Develop the awareness that our perceptions can direct how and what we communicate.
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Perception Filters
Perception is the process of gathering information through our senses, organizing and making sense of it.
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Current situation
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All people do not "see" the same thing when looking at a visual image.
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Influences on Perception
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How information is interpreted to create meaning for an individual is also influenced by his/her unique make-up and background.
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Perception Exercise
Pair-Up One person will draw the picture the other person is holding The person with the picture will give directions to the drawer as to how to draw the picture The drawer cannot ask questions, just follow directions
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Perception Exercise
What did you draw? Why? What types of miscommunication are represented? Are misunderstandings often the result of differences in perception?
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Tell me
Once in a a Lifetime
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There were 6 Fs
Finished files are the result of years of scientific study combined with the experience of many years.
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Discussion Questions
Why do we tend to perceive only certain things? How could this tendency influence communication?
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Questions
Question 1:
The senator was elected to office by an overwhelming majority. What percentage of the vote did he/she receive?
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Questions
Question 2:
My 17-year old is of average height. How tall is he?
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Questions
Question 3:
Jane really isnt a brain, but she is a good student. What is her grade point average?
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Questions
Question 4:
Uncle Ned is a moderate smoker. How many cigarettes a day does he smoke?
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Questions
Question 5:
Although this friend of mine is not wealthy, he earns a comfortable living. How much does he/she make a year?
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Discussion Questions
Why were the answers to each of the questions different? What are other areas we might have different perceptions about?
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38% Ability to understand comes from the way you say the words or excitement in your voice.
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Vocal Examples
Im bored and not interested in what you are saying. Im depressed and want to be left alone. Im enthusiastic about the subject.
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Vocal Examples
Abrupt Speed and Very Loud High Pitched and Slow Speed
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Pitch
High or low; speech experts say low is desirable because it projects and is more pleasant to the employee.
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Pitch Inflection
Avoid speaking in a monotone use feelings to express an idea or mood. Emphasize key words.
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Its not what you say, but how you say it. Your voice can reflect sincerity, interest, understanding, and sarcasm.
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Posture
You communicate numerous messages by the way you talk and move. Standing erect and leaning forward communicates to listeners that you are approachable, receptive and friendly. Interpersonal closeness results when you and the listener face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest.
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Hand Gestures
If you fail to gesture while speaking you may be perceived as boring and stiff. A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding.
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Facial Expressions
Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to listen more.
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Eye Contact
This helps to regulate the flow of communication. It signals interest in others and increases the speaker's credibility. People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility.
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Space
Cultural norms dictate a comfortable distance for interaction with others. You should look for signals of discomfort caused by invading the other person's space. Some of these are: rocking, leg swinging, tapping, and gaze aversion.
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Welcome Back!
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Todays Agenda
Homework Review Listening Providing Feedback
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Being a Supervisor
Shifts in behavior
Doing the work Assuring others get the work done
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What was your Communication Issue? What is your dominant communication style? How did you determine your employees communication
style?
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Listening 101
Think of a time when you believe you have not been heard .
Wh
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Listening 101
Hearing is simply the act of perceiving sound by the ear. If you are not hearing-impaired, hearing simply happens. Listening, however, is something you consciously choose to do. Listening requires concentration so that your brain processes meaning from words and sentences. Listening leads to learning
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Good Listening skills make workers more productive. The ability to listen carefully will allow you to:
Better understand assignments and what is expected of you; Build rapport with co-workers, bosses and clients;
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Good Listening skills make workers more productive. The ability to listen carefully will allow you to:
Show support Work better in a team-based environment Resolve problems with customers, coworkers, and bosses
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Good Listening skills make workers more productive. The ability to listen carefully will allow you to:
Answer questions Find underlying meanings in what others say
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Listening Assessment
Page 18 Evaluate your current listening skills 15-Minute Break
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Making up your mind in advance that the subject is uninteresting or unimportant Focusing on a speakers looks and delivery instead of on what he/she is saying Paying only partial attention to what someone is saying because you are busy thinking about what you are going to say next.
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Listening is Affected by
Selective Attention
We decide on what we FOCUS on, or What we give our ATTENTION.
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Listening is Affected by
Selective Interpretation
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SIBAXNLAETNATESRS
SIBAXNLAETNATESRS
S BAXN AE NAT SR I L T E S
Listening is Affected by
Selective Retention
We make conscious and unconscious decisions on which incoming sounds to invest our concentration energy (attention) We put our spin to the message We make decisions as to whether there are pieces of this information we need to keep and for how long such as
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Listening is Affected by
Selective Retention
STORY RE: The bus driver from the Park Lane Elementary School
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Information Sharing
2 Lines One person facing another One person will provide information and the other person will listen The other person will provide information and the other person will listen Switch
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Crossword Puzzle
Complete crossword puzzle Break Complete puzzle & break in 15 minutes
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Crossword Puzzle
Puzzle answers How did you do? This exercise was designed to reinforce what was taught last week, And, to gauge your ability to listen again to this information and retain it.
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Active Listening
Active listening is a structured form of listening and responding that focuses the attention on the speaker. The listener must take care to attend to the speaker fully, and then repeats, in the listeners own words, what he or she thinks the speaker has said. The listener does not have to agree with the speaker--he or she must simply state what they think the speaker said. This enables the speaker to find out whether the listener really understood. If the listener did not, the speaker can explain some more.
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Show interest in what the other person is saying Ask questions to clarify what you have heard Let the other person know what you understand DO NOT TAKE NOTES!
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Participant #2 will be taking the day off and will need to explain to the other participant exactly what he/she will need to do to complete that persons job in his/her absence.
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SPEAKERS:
How well did you feel you were being listened to? What were the indications?
LISTENERS:
Do you feel you were listening differently than you normally do?
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FYI
After Listening to a 10 minute presentation the average person understands and remembers only half of what was said;
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Giving Feedback
Verbal modifiers to consider page 23 Red Flag Phrases page 24
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Performance-Based Coaching
Observations of present job performance What is the desired job performance?
Be specific!
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Easel Pad
What are the key training objectives the group should know? One piece of advice to be successful communicator One mistake you wouldnt want to repeat?
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Homework
Provide Feedback Coach performance
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