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Better Communication at Work

Better Communication at Work. Karen Sutherland Scottsdale PD Communications Operations Manager ksutherland@scottsdaleaz.gov. Short Bio. Current Communications Manager for Scottsdale PD Previous LE in Metro Detroit area since 1982

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Better Communication at Work

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  1. Better Communication at Work Karen Sutherland Scottsdale PD Communications Operations Manager ksutherland@scottsdaleaz.gov

  2. Short Bio • Current Communications Manager for Scottsdale PD • Previous LE in Metro Detroit area since 1982 • Bachelors Criminal Justice Administration, Concordia University, Ann Arbor, MI • Masters Organizational Leadership and Administration, Concordia University, Ann Arbor, MI • Currently enrolled in RPL (Registered Public Leader) class through APCO • Married, 4 children, 1 granddaughter

  3. Today’s Goals At the end of this class, the participant will be able to: • Understand some of the barriers to good communication • Plan for tough conversations • Recognize when communication is in trouble • Change the course of conversation to improve communication

  4. “We tend to judge others by their behavior and ourselves by our intentions”Albert F. Schlieder

  5. Communication Barriers • External Barriers • Time • Deadlines • Distractions • Noise Internal Barriers • Competing Interests • Trust • Strong Emotions • Personality Styles • Respect for Authority • Past Experiences • Life History

  6. Everyone Stars in the Motion Picture of Their own Life

  7. Good Communication Skills • Ability to listen without interrupting • Respect for others • Considerate • Compassionate • Focus on others

  8. Plan Your Conversation • Begin with the goal • Document your facts • Consider the other person (if I were going to hear this, how might I react?) • Prepare for the reaction – reduce surprise attacks • Know your own triggers • Bring your notes • Stick to the goal – do not get side tracked

  9. Signs of Distress Retreat Aggression

  10. “No one cares how much you know, until they know how much you care”Theodore Roosevelt

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