1. Communication

2. Parts of communication Body Language WordsTone 7%38% 55% Congruence

3. Basic of model for effective communication Push Assertive My Agenda Your Agenda Pull Responsive Energy

4. Assertive Being assertive is: –using your energy to move another person towards an outcome that you believe is right. Key: –clear purpose –Language clear and concise –Express idea/emotion/expectation first Reason later

5. Responsive Being responsive is: –about using your energy to respond to another person, understand them & their problems –letting them know that you are listening Key: –Putting aside own ideas –Genuine interest –Actively listening –Questioning to understand them –Working at their pace –Letting them do most of the talking

6. If you are being assertive what would they be like? Words T one Body Language

7. If you are being responsive what would they be like? Words T one Body Language

8. Responsive Words T one Body Language Can you tell me more about….? Where is it we disagree? In what way? What happened next? Which did you find worked best? Reflect & Summarise Reflecting that of the speaker Softer, rather than forceful Use of silence to enable thinking “Uh huh” etc. to encourage further disclosure Reflecting that of the speaker Good eye contact, maybe sitting rather than standing Nodding to encourage further speech Paying full attention to speaker

9. Listening activity The robber

10. Questioning What types of questions can you use?

11. Types of useful questioning Open Probing Closed In what way is my homework not good enough? What would I need to do better? So if I change that it will be good?

12. Listening & questioning activity

13. Assertive Being assertive is: –using your energy to move another person towards an outcome that you believe is right. Key: –clear purpose –Language clear and concise –Express idea/emotion/expectation first Reason later

14. Assertive Words T one Body Language Typically starting with I/My … My view is …/I strongly recommend … /I’m devastated about…. because/I want us to have reached a decision by……. Concise State idea first…..before any reason Calm & natural pace – not over fast Using level of emotion appropriate to your statement Natural rise and fall Strong volume Firm even stance – think of string Strong level eye contact Feet firmly planted on floor Free large gestures & movement

15. Assertive activity

16. “My name is…and I’ve got something to say” Words T one Body Language

17. The bus tour