Communication Skills for Administrators and Board Members Dr. Derek Keenan Vice President for Academic Affairs Derek_keenan@acsi.org

Communication is: 1. Dynamic 2. Complex Bandler/ Grinder’s Neurolinguistic Programming (NLP) Three primary types of perception when it is linked to communication: Auditory - Sounds (pitch, tone, pace) orient communications - Words and voices are focus - Use words as “sound or sounds like” or “hear” Feeling/ Motive - Feelings and “vibes” oriented - Tactile, contact oriented - Use words such as “feel,” “get a handle,” or “touch” Visualizer - Thinks in pictures - Sensitive to visual environment - Use words such as “see” and “look”

Maltz / Borker Study of Gender and Communication 3. Personal Maltz / Borker Study of Gender and Communication Women seem to regard questions as a way to maintain a conversation. Women tend to connect “bridges” between what their conversational partner has just said and what they have to say. Women are more likely to share feelings and secrets. Women may interpret a man’s conversation about abstract topics as talking down to them. Women tend to share their problems with one another. Men view question as requests for information. Men do not follow this rule. They often appear to ignore the proceeding comment by the women in a conversation. Men like to discuss less intimate topics, such as sports or politics. Men may be threatened by the sharing of feelings Men tend to interpret such conversation as a request for solutions.

4.Methodological Communication Codes Written and spoken words (Language) The way that we use words (Para-language) Behavior and symbols (Non-verbal messages)

The relational context of communication is the critical component to its effectiveness!

The BIG Two: Trust Respect

Relationships are either: Building Eroding

Roles are: 1. Accepted 2. Rejected 3. Agreed upon

Perceptions are not negotiable! Perceptions have a defining role in context. Estimations are the way people judge the role.

Landmarks are the indelible, relatively permanent events that mark a relationship. 1. Traditions 2. Celebrations 3. Images

How to Invest Make a deposit for the future Context for investing Commitment to invest

What to Invest Self 2. Time/effort 3. Affectives

Investing Goal Deeper relationships Clarified perceptions Trust- respect

ASSESSING ORGANIZATIONAL COMMUNICATIONS ETHICS To what degree does the school practice its biblical, legal, professional, ethical and moral standards in its communications? CLIMATE What is the perception within and without the school about the organization’s willingness to be open, receptive, timely and responsive in communications?

ASSESSING ORGANIZATIONAL COMMUNICATIONS CHANNELS Does the school have a plan for communicating with its internal and external staff and constituencies? (With emphasis on sensitive, crises, or critical information.) METHODS To what degree does the school match its methods with message of the communications?

ASSESSING ORGANIZATIONAL COMMUNICATIONS CONTENT The school communications system includes relevant, appropriate and focused messages. TIMING Does the frequency, circumstances and spacing of messages appear to be appropriately timed?

ASSESSING ORGANIZATIONAL COMMUNICATIONS FEEDBACK The school’s communication system and methods allow for a response from the recipients. RELATIONSHIPS Each of the structural relationships within the school is characterized by an effective communications system.

Listening skills Consider the following thoughts about listening as you evaluate your listening skills: *True communication occurs when the listener hears what the sender intended

Listening skills Active listening is hard work; it takes a great deal of energy to listen intently. Adrenaline causes the heartbeat to accelerate, the breathing rate to increases, the body temperature to rise, the muscles to contract, etc.

Listening skills The message sender seeks indications from the listener that the message is being received. This feedback process consists of both verbal and nonverbal behaviors. When the receiver asks questions, this usually indicates interest in the sender’s message

Listening skills Full listening is a psychological compliment to the message sender. You are telling him or her that the message is important enough to receive your complete attention.

The vehicle that is chosen to carry the message. Communication Medium The vehicle that is chosen to carry the message. General Rule: The channel that allows the most codes to be used is more likely to increase the Impact (communicate effectiveness) of the message sent.

Communication Medium Practical Rule: The selection of a issues: How important is the message How complex is the information How much time is available to get the message out How large is the population to be addressed Example of Codes/Medium: Memo = Language Code Telephone Call = Language and Para-Language Conference = Language/Para-Language - Non-Verbal Message

Asking the Right Questions A good question should include the following: It should have a focus. It should be direct and to the point. It should emphasize only one point at a time. It should seek a definite response. It should minimize guessing. It should lead to another question.