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Building Better Relationships through Effective Communication. Objectives. Discuss the importance of effective communication Identify barriers to effective communication Learn how to be a good communicator Learn active listening skills Explore steps to conflict resolution

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Building Better Relationships through Effective Communication

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Building better relationships through effective communication

Building Better Relationships through Effective Communication



  • Discuss the importance of effective communication

  • Identify barriers to effective communication

  • Learn how to be a good communicator

  • Learn active listening skills

  • Explore steps to conflict resolution

  • Discuss assertive communicating

Why is communication important

Why is Communication Important

"Seek first to understand, then to be understood" - Stephen Covey

Barriers to communication

Barriers to Communication

  • Language

  • Emotions

  • Environment

  • Timing

  • Perception

  • Filtering

Communication pointers listening

Communication Pointers: Listening

  • Focus on what the other person is saying

  • Use body language

  • Use confirming responses

  • Restate

  • Ask questions

  • Listen to what isn’t being said

  • Summarize

  • Respond constructively

  • Respond appropriately

eSlide - P4065 - LifeCare

Communication pointers talking

Communication Pointers: Talking

  • Get on the radar

  • Use “I” phrases

  • Encourage open-ended conversation

  • Be open

  • Be specific

  • Be positive

  • Keep calm

  • Ask for a summary

  • Try to resolve conflicts, not to win them

Communicating pointers writing

Communicating Pointers: Writing

Plan Ahead

  • Why am I writing?

  • Who am I writing to?

  • What information am I trying to convey?

    Begin Writing

  • Opening or instruction

  • Main message

  • Information or action you’re seeking

  • Closing

Dealing with conflict

Dealing With Conflict

Personal issues

  • Different values

  • Different ethics

  • Conflicting personalities

    Work-related issues

  • Incompatible goals

  • Competition

  • Different work styles

    Poor Communication

Avoiding conflicts

Avoiding Conflicts

  • Respect differences

  • Treat others as you would like to be treated

  • Keep your opinions to yourself

  • Keep your distance

Resolving conflict

Resolving Conflict

  • Address early and in private

  • Speak directly to the person with whom you have the conflict

  • Expect discomfort

  • Focus on the outcome, not the problem

  • Stick to the point

  • Respect different opinions

  • Agree to solve the “problems”

  • Know your triggers

  • Know when to retreat

Mutual conflict resolution

Mutual Conflict Resolution

1. Identify purpose, importance, desire to solve

2. Take turns listening

3. Repeat what was said

4. Clarify questions

5. Find agreement areas

6. List all solutions

7. Star mutually acceptable solutions

8. Choose one

9. Set next steps and time to evaluate

Assertive communication

Assertive Communication

How assertive are you?

  • Are you comfortable saying “no”?

  • Do you feel the need to apologize for refusing a request?

  • Do you ask for help if you need it?

  • Do you ask questions when you are confused?

  • Are you comfortable speaking your mind?

  • If someone is behaving inappropriately to you, do you speak up about it?

  • Do you feel the need to please or defer to others?

  • Does conflict—even a minor disagreement—make you uncomfortable?

  • Do you feel like people take advantage of you?

Assertive communication con t

Assertive Communication (con’t)

The right to:

  • Act in own best interests

  • Stand up for self

  • Demonstrate self-respect and expect respect from others

  • Develop and expect trust and equality in relationships

  • Negotiate to a mutually acceptable compromise

Assertive communication con t1

Assertive Communication (con’t)

  • Verbalize a clear, confident message

  • Use confident, positive body language

  • Use a firm, pleasant, clear and audible tone of voice

  • State the issue and the outcome you would prefer

  • Stay focused

  • Validate the other person’s feelings/issues

Worklife4you resources

Daily Needs Web Service

Relationships Library

On the Job Web Service

Business Etiquette Library

Working with Others Library

Workplace Library

Interactive QuizzesTeam vs. Individual Orientation Test, Communication Skills Test, Emotional IQ Test, Patience Test, Anger Test

Audio Tips and PodcastsHow to Shine at Work: Pathways to Productivity

On Demand WebinarsBuilding Better Relationships Through Effective Communication, Understanding and Communicating with a Multigenerational Workforce, Diversity in the Workplace

WorkLife4You GuidesCommunication Skills for Healthy Relationships, Conflict Resolution, Dealing with Difficult People, Tips for a Healthy Marriage, Business Etiquette

Related Web Sites

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WorkLife4You Resources

WorkLife4You Web Site

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