1. Copyright © Vital Learning Corporation Essential Skills of Communicating PAULA BANZHAF, Facilitator Paula@teamapproach.com The TEAM APPROACH P O Box 70 Brownstown, PA 17508 717-656-0788 www.teamapproach.com ESC -1

2. Copyright © Vital Learning Corporation Essential Skills of Communicating Maintain or Enhance Team Member Self-Esteem Focus on Behavior Encourage Team Member Participation ESC-2 Essential Skills of Leadership Skill Point Review

3. Copyright © Vital Learning Corporation Objectives See that communication is a two-way process. Construct clear, concise messages in the interest of the receiver. Manage nonverbal behaviors to reinforce the intent of your message. Listen actively to improve communication. Create a climate of open communication which increases your team members’ motivation and commitment. ESC-3

4. Copyright © Vital Learning Corporation Communication Process SENDER RECEIVER MESSAGE FEEDBACK ESC-4

5. Copyright © Vital Learning Corporation Communicating Your Message Effectively 1. The message must be clear. 2. The receiver must pay attention to it. 3. The source (sender) must be credible. 4. The receiver must be willing and able to act. ESC-5

6. Copyright © Vital Learning Corporation Team Leader Actions that Build Trust Reliability Openness Acceptance Congruency – Walk the Talk ESC-6

7. Copyright © Vital Learning Corporation Tips for Creating a Climate of Open Communication 1.Interact with your team members openly and directly. 2.Discover your mutual need for information. 3.Keep your team members informed. 4.Practice the “open door” approach. 5.Don’t “shoot the messenger.” 6.Encourage team members to express contrary viewpoints. ESC-7

8. Copyright © Vital Learning Corporation Tips for Creating a Climate of Open Communication (cont.) 7. Encourage team members to share information among themselves. 8. Approach problems with a spirit of discovery and improvement. 9. Use a variety of tools to communicate. 10. Respond promptly to all who communicate to you. ESC-8

9. Copyright © Vital Learning Corporation Types of Communication Verbal + Tone + Non Verbal = 100% Words How you Say it Environment ESC-9

10. Copyright © Vital Learning Corporation What Makes a Message Clear? Language is always appropriate when you use: Short words Short sentences Specific terms Commonly understood & respectful words Messages are well organized when you: Summarize content at the beginning Arrange the contents in a sequence Avoid including too much information Omit unnecessary details End the message with a summary statement ESC-10

11. Copyright © Vital Learning Corporation Constructing an Understandable Message What will strike the receiver’s interest? OR What will be the benefit to the receiver? What does the receiver need to know about the subject? What does the receiver want to know? ESC-11 We are not suggesting that you analyze each team member’s self interest in every single message, just that you keep it in mind in general day to day communications

12. Copyright © Vital Learning Corporation Fact+ - = Opinion+ - = Fact+ - = Opinion+ - = Fact vs. Opinion ESC-12 Behavior Attitude Behavior: You can hear it or see it Attitude: You can think it or feel it Positive Negative Neutral

13. Copyright © Vital Learning Corporation Listening Listening is an Active process Hearing is a Passive process; you can hear without listening Listening is an interactive process; it requires you to react to the speaker ESC-13

14. Copyright © Vital Learning Corporation Active ListeningTechniques ESC-14 Reflecting “Mirroring” to Verify and Clarify Probing Ask Clarifying Questions to get new information Supporting Express Feelings/Understanding Advising Provide Facts Always reflect before you probe

15. Copyright © Vital Learning Corporation Analyze Video Segment 8 Did the team leader listen to the team member’s words & non-verbal message as well? How did the team leader respond? Does the team leader know why the team member was upset? Will the team leader’s response help solve the team member’s problem? Is this an example of using active listening techniques? ESC-15

16. Copyright © Vital Learning Corporation Analyze Video Segment 11 1.Greg bends back in chair 2.Greg covers eyes, rubs face 3.Greg fumbles around, looking thru papers 4.Jane is looking at papers 5.Jane is turned away 6.Jane stands up, leans forward 7.Amy points at herself, then Jane ESC-16

17. Copyright © Vital Learning Corporation Essential Skills of Communicating Skill Points Review Create a Climate of Open Communication Design clear, concise messages Manage non-verbal behavior effectively Listen to communicate ESC-17