1. Professional Communication - VISTA Early Service Training - August 20, 2013

2. Agenda 1.Do’s & Don’t’s (small group) – 25 min 2.“On the Level” Communication – 30 min 3.Reflection / Inquiry / Advocacy (RIA) & Johari Window – 25 min 4.Questions – 10 min

3. Do’s & Don’t’s (small groups – see handout in workshop) a)Being a Public Spokesperson b)Email Protocol c)Social Media Protocol d)Interacting with Your Supervisor e)Communication Styles f)Intergenerational Differences g)Intercultural Communication

4. “On-The-Level” Communication by McLagan & Krembs, Berrett-Koehler Publications, 1995 Treating others with dignity and consideration for their thoughts, feelings, and opinions Stating honestly and openly what you know, think, feel or need Identifying what you want to accomplish and adjusting actions and words as needed to reach desired outcomes Ensuring two-way communication that focuses on achieving positive, mutually satisfying results

5. Another View of O-T-L Purpose

6. 6 Communication Skills Receptive Skills Observing Listening Empathizing Expressive Skills Questioning Describing Concluding

7. The “Observing Participant” Consciously being an Observing Participant helps you stay aware of what’s happening in a conversation while it’s going on, so that you can: 1.Remind yourself about the purpose of the interaction and then 2.choose the best communication skill(s) to keep the discussion on track.

8. Giving & Receiving Feedback: Common Problems “Sender” mistakes Vagueness Shutting Down Anticipation “Receiver” mistakes Expecting the worst Counterattacking Passiveness

9. Cross-purposes in delivering feedback Respect for feelings Directness Low High Buries the message “On The Level” Creates defensiveness

10. Delivering & Digesting Challenging Messages 1.Don’t wait. Discuss problems before they become crises. 2.Define your view of the problem or relationship before discussing it. 3.When receiving a tough message, focus on active listening. 4.Consciously use your “Observing Participant”. 5.Focus the discussion on the problem, not the person. 6.Make sure both sides are involved in developing an action plan.

11. “On-The-Level” Communication Treating others with dignity and consideration for their thoughts, feelings, and opinions Stating honestly and openly what you know, think, feel or need Identifying what you want to accomplish and adjusting actions and words as needed to reach desired outcomes Ensuring two-way communication that focuses on achieving positive, mutually satisfying results

12. Johari Window (individual work– see handout in workshop) Reflection (Think) The process of listening and reflecting about topics, issues or situations prior to reacting. Inquiry (Get Curious) The process of asking questions and probing for information and clarity in a curious, open way. Advocacy (Pose Your Point-of-View) The process of stating a point-of-view in a way that is clear and invites comments and input.

13. Conclusion Best practices guidelines (do’s & don’t’s) Four principles of On-The-Level 6 Communication Skills The “Observing Participant” Johari Window / RIA Practice!

14. Questions?