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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

Better Communication at Work

Karen Sutherland

Scottsdale PD Communications Operations Manager

ksutherland@scottsdaleaz.gov


Short bio
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


Today s goals
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


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


Communication barriers
Communication Barriers

  • External Barriers

  • Time

  • Deadlines

  • Distractions

  • Noise

Internal Barriers

  • Competing Interests

  • Trust

  • Strong Emotions

  • Personality Styles

  • Respect for Authority

  • Past Experiences

  • Life History



Good communication skills
Good Communication Skills

  • Ability to listen without interrupting

  • Respect for others

  • Considerate

  • Compassionate

  • Focus on others


Plan your conversation
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


Signs of distress
Signs of Distress

Retreat

Aggression