1. Building Better Relationships through Effective Communication

2. Objectives Discuss the importance of effective communication Identify barriers to effective communication Learn how to be a good communicator Learn active listening skills Explore steps to conflict resolution Discuss assertive communicating

3. Why is Communication Important "Seek first to understand, then to be understood" - Stephen Covey

4. Barriers to Communication –Language –Emotions –Environment –Timing –Perception –Filtering

5. 506/29/2007 2:30pmeSlide - P4065 - LifeCare Communication Pointers: Listening Focus on what the other person is saying Use body language Use confirming responses Restate Ask questions Listen to what isn’t being said Summarize Respond constructively Respond appropriately

6. Communication Pointers: Talking Get on the radar Use “I” phrases Encourage open-ended conversation Be open Be specific Be positive Keep calm Ask for a summary Try to resolve conflicts, not to win them

7. Communicating Pointers: Writing Plan Ahead Why am I writing? Who am I writing to? What information am I trying to convey? Begin Writing Opening or instruction Main message Information or action you’re seeking Closing

8. Dealing With Conflict Personal issues –Different values –Different ethics –Conflicting personalities Work-related issues –Incompatible goals –Competition –Different work styles Poor Communication

9. Avoiding Conflicts Respect differences Treat others as you would like to be treated Keep your opinions to yourself Keep your distance

10. Resolving Conflict Address early and in private Speak directly to the person with whom you have the conflict Expect discomfort Focus on the outcome, not the problem Stick to the point Respect different opinions Agree to solve the “problems” Know your triggers Know when to retreat

11. Mutual Conflict Resolution 1. Identify purpose, importance, desire to solve 2. Take turns listening 3. Repeat what was said 4. Clarify questions 5. Find agreement areas 6. List all solutions 7. Star mutually acceptable solutions 8. Choose one 9. Set next steps and time to evaluate

12. Assertive Communication How assertive are you? Are you comfortable saying “no”? Do you feel the need to apologize for refusing a request? Do you ask for help if you need it? Do you ask questions when you are confused? Are you comfortable speaking your mind? If someone is behaving inappropriately to you, do you speak up about it? Do you feel the need to please or defer to others? Does conflict—even a minor disagreement—make you uncomfortable? Do you feel like people take advantage of you?

13. Assertive Communication (con’t) The right to: Act in own best interests Stand up for self Demonstrate self-respect and expect respect from others Develop and expect trust and equality in relationships Negotiate to a mutually acceptable compromise

14. Assertive Communication (con’t) Verbalize a clear, confident message Use confident, positive body language Use a firm, pleasant, clear and audible tone of voice State the issue and the outcome you would prefer Stay focused Validate the other person’s feelings/issues

15. WorkLife4You Resources Daily Needs Web Service –Relationships Library On the Job Web Service –Business Etiquette Library –Working with Others Library –Workplace Library Interactive Quizzes Team vs. Individual Orientation Test, Communication Skills Test, Emotional IQ Test, Patience Test, Anger Test Audio Tips and Podcasts How to Shine at Work: Pathways to Productivity OnDemand Webinars Building Better Relationships Through Effective Communication, Understanding and Communicating with a Multigenerational Workforce, Diversity in the Workplace WorkLife4You Guides Communication Skills for Healthy Relationships, Conflict Resolution, Dealing with Difficult People, Tips for a Healthy Marriage, Business Etiquette Related Web Sites HTML Articles WorkLife4You Web Site www.WorkLife4You.comwww.WorkLife4You.com

16. 16 Let WorkLife4You Make Your Life a Little Easier! Contact WorkLife4You 24/7: 1-877-WL4-NOAA (1-877-954-6622) (TTY 800-873-1322) http://www.worklife4you.com Look for the “Already a member?” box — Not a member yet? Follow the “Register” link and enter Registration Code: NOAA