Positive Communication: Making Our Interactions Work Presented by: MCPS Employee Assistance Program 240-314-1040

Outcomes Learn the STARR model for communicating in a positive way Understand the physiological impact of stress Know effective listening and speaking skills

STARR Power STOP and breathe THINK through your options ACT with positive communication RESPECT yourself and the other person RECHARGE take care of yourself

Stop Take a Deep Breath

Stop Think Before You Act Is this important ? Are you ready to listen ? Are you labeling the person ? How would you feel if you were in the other person’s shoes ?

Stop Think Act with Positive Communication Active Listening Skills combine listening and talking skills so that the other person feels understood

Pop Quiz Most of us are distracted about _____% of the time we think we are listening. Right after we listen to someone, we recall about ______% of what he or she has said. Long-term we recall ____% of what we hear. _____ % of our communication is conveyed non-verbally. *International Listening Association

Answers Most of us are distracted about _75% of the time we think we are listening. Right after we listen to someone, we recall about _50% of what he or she has said. Long-term, we recall 20% of what we hear. 70% of our communication is conveyed non-verbally *International Listening Association

Listening Exercise

Active Listening Skills Body Language Door Openers Paraphrasing Reflecting

“You” Messages vs “I” Messages Why did you…? You always or never . . . Yes, but you . . . It’s your fault! How come you…? You made me angry I hear . . . I feel . . . I want . . . I need . . . I don’t understand I’m wondering about…

Reframing “You” Messages You are always asking me to do extra work and it is making me fall behind.

Reframing “You” Messages You complain about every little thing I do and never seem satisfied with my work.

Respect Yourself and the Other Person Stop Think Act Respect Respect Yourself and the Other Person

Stop Think Act Respect Recharge!

Biodot Color Key More Relaxed Less Relaxed

MCPS EAP Assessment, short term counseling, and referral Confidentiality/records Other services: workshops, crisis response Access point for mediation

Thanks for coming! For more information about the EAP, contact us at 240-314-1040 or visit our website at www.montgomeryschoolsmd.org/departments/eap