1. BCCO PCT #4 PowerPoint AND UNIT FOUR Supervisors Leadership (24hrs) TCOLE Course # 3737

2. Learning Objective Learning Objective 4.1 Learning Objective 4.1 :The participant will be able to discuss the importance of verbal / nonverbal communication skills, (which include the art of listening, and the processing of information.)

3. UNIT FOUR importance of verbal nonverbal communication skills, (which include the art of listening, and the processing of information.) COMMUNICATION: importance of verbal nonverbal communication skills, (which include the art of listening, and the processing of information.)

4. 4.1 Importance of Verbal & Non-Verbal Communications Skills A.Verbal/Nonverbal Communication Skills 1. 1. Definition: a. ) Verbal b. ) Non-Verbal

5. A.Verbal/Nonverbal Communication Skills 2. 2. Purposes of communication (The importance of mastering communication skills is essential to one's success as a supervisor.) 4.1 Importance of Verbal & Non- Verbal Communications Skills

6. B.Art of Listening 1. 1. Importance of developing good listening skills 2. 2. Ability to listen 3. 3. Interpret 4.1 Importance of Verbal & Non- Verbal Communications Skills

7. B.Art of Listening – Cont’d 4. 4. Understand the meaning of others 5. 5. Barriers to good listening 6. 6. Strategies to improve 4.1 Importance of Verbal & Non- Verbal Communications Skills

8. C.Citizen/Officer Conflict Resolution 1. 1. It is the supervisor's responsibility to try to resolve complaints at this level 4.1 Importance of Verbal & Non- Verbal Communications Skills

9. C.Citizen/Officer Conflict Resolution – Cont’d 2. 2. Supervisor must be prepared at all times to resolve conflict 4.1 Importance of Verbal & Non- Verbal Communications Skills

10. C.Citizen/Officer Conflict Resolution – Cont’d 3. 3. Citizens and officers depend on the supervisor to resolve or rectify complaints 4.1 Importance of Verbal & Non- Verbal Communications Skills

11. C.Citizen/Officer Conflict Resolution – Cont’d 4. 4. Supervisor needs to be sensitive to the citizen's complaint as well as the officer's position 4.1 Importance of Verbal & Non- Verbal Communications Skills

12. C.Citizen/Officer Conflict Resolution – Cont’d 5. 5. Supervisor’s approach; remaining calm, sensitive, and understanding; will usually set the stage for resolution of conflict 4.1 Importance of Verbal & Non- Verbal Communications Skills

13. C.Citizen/Officer Conflict Resolution – Cont’d 6. 6. Verbal/nonverbal communication skills and ability to listen are necessary for success 4.1 Importance of Verbal & Non- Verbal Communications Skills

14. D. Rumor Control 1. control 1. Management expects supervisors to control rumors 2. negative 2. Rumors will have more of a negative than positive effect on morale 4.1 Importance of Verbal & Non- Verbal Communications Skills

15. D. Rumor Control – Cont’d 3. Sources 3. Sources should be investigated and stopped 4. resolvecontrol 4. The supervisor is in the best position, organizationally, to resolve / control rumors 4.1 Importance of Verbal & Non- Verbal Communications Skills

16. E. Public Speaking Skills 1. 1. Public speaking is a necessary part of supervision 4.1 Importance of Verbal & Non- Verbal Communications Skills

17. E. Public Speaking Skills Cont’d 2. 2. Supervisors are frequently called upon to represent the department at public meetings and give presentations 4.1 Importance of Verbal & Non- Verbal Communications Skills

18. E. Public Speaking Skills Cont’d 3. 3. Public speaking skills are not normally a natural ability but are learned and developed 4.1 Importance of Verbal & Non- Verbal Communications Skills

19. E. Public Speaking Skills Cont’d 4. 4. Public speaking courses are available at community colleges 4.1 Importance of Verbal & Non- Verbal Communications Skills

20. F. Press Relations 1. SOP 1. Supervisor's responsibility to provide information to the press may be dependent on agency policy & procedure or SOP 4.1 Importance of Verbal & Non- Verbal Communications Skills

21. F. Press Relations – Cont’d 2. 2. Review of Texas Open Records requirements and other legal requirements 4.1 Importance of Verbal & Non- Verbal Communications Skills

22. F. Press Relations – Cont’d 3. 3. Rights of press at the scene of a disaster 4.1 Importance of Verbal & Non- Verbal Communications Skills

23. G.Dissemination of Information to the Public 1. 1. Review of legal requirements 4.1 Importance of Verbal & Non- Verbal Communications Skills

24. G.Dissemination of Information to the Public – Cont’d 2. 2. Rights of press versus the public 4.1 Importance of Verbal & Non- Verbal Communications Skills

25. G.Dissemination of Information to the Public – Cont’d 3. 3. Confidentiality of records is a very complex topic and failure of a agency or supervisor to comply with the law can lead to civil ramifications 4.1 Importance of Verbal & Non- Verbal Communications Skills

26. Questions?

27. 27 DEFINE & PROCESS Process: Define 2.0: Define 2.0: Explain the

28. TAKE A 15-MINUTE BREAK

29. SOURCES All Course Sources and/or Resources are listed in your Participant Handout Bexar County Constable Office PCT#4 First-Line Supervisor LEADERSHIP TCOLE Course # 3737

30. “Knowledge is “POWER” Stay informed, stay SAFE, stay Vigilant & stay Alive”