Janie S. Torain By Janie S. Torain 3/6/2012 1.02 Interact with others in a way that is honest, fair, helpful, and respectful By Janie S. Torain 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Types of Communication Janie S. Torain 3/6/2012 Types of Communication Verbal Non-Verbal Listening Speaking Reading Writing Gestures Posture Facial Expressions 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Analyze Components of Effective Communication. Janie S. Torain Analyze Components of Effective Communication. 3/6/2012 Sender/encoder Message Channel Voice Written text Visual images Receiver/decoder Feedback FSTW pages 82-83 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Communication through Voice Mail When you leave messages, be sure to: Speak clearly and say each word carefully Give your name and telephone number twice, at the beginning and the end. Keep your message brief, but explain the reason for your call Give the date and time of your message (even though many voice-mail systems do that automatically) Let the person know the best time to reach you. (Littrell, Lorenz, and Smith 101) 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Effective Listening Skills Concentration Avoiding distracters Avoiding interruptions Asking for clarifying details Giving feedback 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Barriers to Listening Interruption Prediction of message Blocking message due to personal views Inability to hear Distracting mannerisms Non-understanding Wandering thoughts 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Components of Effective Communication Sender/encoder Message Channel Voice Written text Visual images Receiver/decoder Feedback 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Constructive & Destructive Feedback Private Addresses behavior Specific Prompt Positive Suggests actions to solve the problem Public Addresses personal characteristics General Delayed Negative No solutions offered 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Routes of Constructive Criticism Importance of Constructive Criticism Prevents costly mistakes or accidents Provides opportunity for improving work performance Routes of Constructive Criticism Oral Verbal Written evaluations Visual 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Steps to Provide Constructive Feedback Tact The ability to say and do things in a way that will not offend another person Sandwich Technique Compliment Criticism Compliment Criticism Compliment Tact 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Positive & Negative Response to Feedback Make sure that you understand the feedback Identify the solution(s) Take action Defensiveness Denial Emotional display 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Steps in Managing Conflict Know when to intervene Address the conflict Identify the source and the importance of the conflict Identify possible solutions Develop an acceptable solution Implement and evaluate (Littrell, Lorenz, and Smith 75,) 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

I feel … When you … Because … And I want … Janie S. Torain 3/6/2012 Communicating with “I” Statements 'I-statements' contribute to effective communication and effective conflict resolution. I feel … When you … Because … And I want … When we state something as a fact that is really just our subjective viewpoint (opinion) it can have the following impacts upon ourselves and others: It can alienate people from us because their experience may not be the same as ours. For example: If I say: Coming to Person High School is whack. Learning in this place is impossible, no teacher will help you and the students that go here are so snobbish. If, instead I were to use 'I-statements', I could say it this way: I find it really difficult being a student here at Person High School, I think that some things don't get done that need to be done and I'm worried about not fitting in. Source: http://www.communicationandconflict.com/i-statements.html 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Conflict Resolution Model Define the Problem Suggest possible solution(s) Evaluate the possible solution(s) Compromise Seek mediation/arbitration if the conflict cannot be resolved 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Techniques to Positively Manage Anger Self awareness Understand others Empathy Tact Management strategies 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Sources Askew, Deana, Connie Burgess, and Rebecca Leary. Public Schools of North Carolina. Department of Public Instruction. Career Development 6145 Career Management Objective 2.01. Raleigh: State Board of Education, 2006. Print. Littrell, J. J., James. Lorenz, and Harry Smith. From School to Work. Tinley Park: The Goodheart-Willcox Co. Inc., 2004. 75, 101. Print. Communication & Conflict: Using “I” Statements http://www.communicationandconflict.com/i-statements.html 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful