1. 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

2. 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

3. 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

4. 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 voic 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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:
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

14. 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

15. 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

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