Baraboo Public Library Inservice December 4, 2008

’Scuse Me, While I Kiss This Guy Communication Matters!

Getting Started Getting Started Communication Process Communication Process Communication Styles Communication Styles Communication Methods Communication Methods Conflict Conflict Wrap up Wrap up AGENDA

What is Communication? Information Information Sender Sender Receiver Receiver Medium Medium

Why is it important? Living Living Working Working Relationships Relationships Disaster Disaster

Internal Communication Teamwork Teamwork Trust Trust Relationships Relationships “Home is where the heart is” “Home is where the heart is”

Communication Process Sender has idea Sender transmits message Receiver gets message Receiver understands message Receiver is affected by message Receiver sends feedback Channel

Body Language 7% words 7% words 38% tone 38% tone 55% body language 55% body language Albert Mehrabian, 1971

Communication Styles DominanceSociabilityContinuums Dominance Sociability HDLD HS LS

Communication Styles HS LS LDHD Emotive DirectorReflective Supportive

Emotive (HS + HD) Expressive Expressive Excitable Excitable Social Social Informal Informal Emotional Emotional Spontaneous Spontaneous

Emotive Appears active, restless Appears active, restless Takes social initiative Takes social initiative Encourages informality Encourages informality Expresses emotional opinions Expresses emotional opinions Examples Anybody you know?

Director (HD + LS) Frank Frank Demanding Demanding Aggressive Aggressive Very determined Very determined Direct Direct Serious Serious

Director Focused Focused More comfortable talking than listening More comfortable talking than listening Serious, businesslike, impersonal Serious, businesslike, impersonal Strong opinions Strong opinions Likes to control Likes to control Examples Anybody you know?

Reflective (LD + LS) Precise Precise Deliberate Deliberate Cautious Cautious Serious Serious Questioning Questioning

Reflective Controls emotions Controls emotions Orderly Orderly Measured opinions Measured opinions Formal Formal Examples Anybody you know?

Supportive (LD + HS) Reserved Reserved Patient Patient Sensitive Sensitive Relaxed Relaxed Passive Passive Warm Warm

Supportive Appears quiet, reserved Appears quiet, reserved Listens attentively Listens attentively Avoids use of power Avoids use of power Thoughtful decisions Thoughtful decisions Examples Anybody you know?

Communication styles Beware of labels Beware of labels Beware of bias Beware of bias Pros and cons of each style Pros and cons of each style Develop flexibility Develop flexibility

Communication Tips Empathize Empathize Positive Positive Listen Listen Interpret Interpret Share Share Trust Trust Connection Connection

Communication Medium Help receiver distinguish: Help receiver distinguish: –Important or Urgent –Trivial or Irrelevant Burden is on Sender Burden is on Sender Choose correct medium for message Choose correct medium for message

Communication Medium Face to Face Face to Face Telephone Telephone Meeting Meeting Letter / Memo Letter / Memo Manual Manual Web page, blog, wiki Web page, blog, wiki Bulletin Board Bulletin Board

Considerations Repetition Repetition Timing Timing Need for acknowledgement Need for acknowledgement

Communication Methods Downward Downward Downward and Upward Downward and Upward Horizontal Horizontal Diagonal Diagonal

Downward Bureaucratic Bureaucratic Down chain of command Down chain of command Efficient, fast, easy Efficient, fast, easy No way to verify No way to verify

Downward Simple messages Simple messages General info General info Action from receiver not required Action from receiver not required When to use:

Downward and Upward “Two way” “Two way” Information flows in both directions Information flows in both directions Receivers chance to verify message Receivers chance to verify message Chance to express opinions Chance to express opinions Some managers may block flow Some managers may block flow

Downward and Upward When to use: Performance reviews, grievances Performance reviews, grievances Decisions that affect duties and responsibilities Decisions that affect duties and responsibilities Suggestions for improving services Suggestions for improving services

Horizontal Regular department meetings Regular department meetings Peer to peer Peer to peer Morale Morale Problem solving Problem solving Time Time

Horizontal When to use: Discuss ways to improve services Discuss ways to improve services Don’t limit to just selected staff Don’t limit to just selected staff

Diagonal Cross functional work groups Cross functional work groups Task forces Task forces Teams Teams Most open model Most open model Time Time Personal agendas? Personal agendas? Right people? Right people?

Diagonal When to use: Decision will have significant effect Decision will have significant effect

Conflict Open communication Open communication Air feelings, opinions Air feelings, opinions Driven underground Driven underground Resentment Resentment Fury Fury OR

Conflict and Communication Be specific Be specific Don’t get involved in other’s conflicts Don’t get involved in other’s conflicts Depersonalize Depersonalize Listen, paraphrase Listen, paraphrase “Take it outside.” “Take it outside.” Limit complaints Limit complaints It’s not all about you. It’s not all about you. “11 Communication Tips for a Healthy Workplace” MedicineNet.com

FISH! Play Play Make their day Make their day Be there Be there Choose your attitude Choose your attitude

Kiss the Sky! Process Process Body language Body language Styles Styles Which medium when? Which medium when? Methods Methods Conflict Conflict Practice!

Closing Stories Stories Humor Humor Lessons learned Lessons learned Questions? Questions? Cheryl Becker