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Effective Communication at Work: Achieving Results & Enhancing Relationships

Effective Communication at Work: Achieving Results & Enhancing Relationships. With Dr. Janet Mills. A good example of a bad example. People have memories—and mouths. People happy with you People unhappy with you. Three stages of interaction . Greeting. Three stages of interaction .

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Effective Communication at Work: Achieving Results & Enhancing Relationships

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  1. Effective Communication at Work: Achieving Results & Enhancing Relationships With Dr. Janet Mills

  2. A good example of a bad example

  3. People have memories—and mouths • People happy with you • People unhappy with you

  4. Three stages of interaction • Greeting

  5. Three stages of interaction 2. Transaction

  6. Three stages of interaction 3. Parting

  7. 4 Things people want from YOU 1. Attention

  8. 4 Things people want from YOU 2. Acceptance

  9. 4 Things people want from YOU 3. Assertion

  10. 4 Things people want from YOU 4. Appreciation

  11. 1. Attention S = face person SQUARELY O = Adopt an OPEN posture L = LEAN forward slightly E = Maintain EYE CONTACT R = RELAX

  12. 1. Attention

  13. Lousy listeners

  14. 1. Attention Verbal Following Mary was a sensible and giddy young lady, wise and silly beyond compare. She was a slight and small creature, yet so large that everyone who knew her loved her. She felt rather lonely, because she lived in a Townwith no other houses or people for miles around.

  15. 1. Attention Multi-channel Nonverbal Following Percent of impact in face-to-face comm: • Verbal = 8% • Facial = 54% • Vocal = 38%

  16. 1. Attention Multi-channel Nonverbal Following

  17. 1. Attention Back-channeling

  18. 2. Acceptance Affirm the Nature of the Relationship • Hierarchical indicators Who’s up? Down? • Immediacy indicators How close or far? • Basic respect “I see you” • Earned respect High esteem

  19. 2. Acceptance Developing and Maintaining Rapport • Posture echo • Vocal echo • Interaction synchrony

  20. 2. Acceptance Responding Verbally to Accept Messages • Paraphrase ideas • Paraphrase feelings • Express empathy • Prompt and probe • Summarize

  21. Defensiveness The NUMBER ONE PROBLEM in communication at work

  22. Defensiveness

  23. 3. Assertive & supportive communication Focus on problems Not people

  24. 3. Assertive & supportive communication Be congruent Not incongruent Ver Verbal comm Nonverbal comm Thoughts & feelings Match these!

  25. 3. Assertive & supportive communication Be descriptive Not evaluative

  26. 3. Assertive & supportive communication Validate Don’t invalidate

  27. 3. Assertive & supportive communication Be specific Not global

  28. 3. Assertive & supportive communication Be conjunctive Not disjunctive

  29. 3. Assertive & supportive communication Own your Don’t ►Deny what you’ve said ►Blame others for what you did ►Stuff your feelings ►Ignore what you want ►Forget your needs ►Statements ►Actions ► Feelings ► Wants ► Needs

  30. 3. Assertive & supportive communication Make it two-way Not one-way

  31. Assertive Skill 1: Clear Message Format Use to: • State a complaint or problem • Request a change of behavior, policy or procedure • Express hopes, wishes, desires

  32. Tool 1: Clear Message Format Elements: • Describe • Interpret • Express/Own • Consequences • Intentions

  33. Tool 2: Responding to feedback that is ON TARGET Use: To respond non-defensively to feedback that is accurate and true

  34. Tool 2: Responding to feedback that is ON TARGET Elements: • Listen actively • Acknowledge your error or fault • Seek more information • Create plan for positive action • Appreciate the other

  35. Tool 3: Responding to feedback that is OFF TARGET Use: To respond non-defensively to feedback that is inaccurate or untrue

  36. Tool 3: Responding to feedback that is OFF TARGET Elements: • Listen actively • Fog the criticism • Assert • Appreciate

  37. 4. Appreciation Forms of appreciation

  38. Dr. Janet Mills Thank you!

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