1. Professional Communication

2. Personality and Communication Who we are directly impacts how we communicate. Becoming aware of ourselves allows to be better communicators.

4. Review and Analysis Take a moment to privately review your Personality test result, as well as the results of the communication style.   What pleased you?   What surprised you?   What disturbed you?

5. . What makes-up your mix? List 4 things that make-up who you are, that influences how you communicate with others?

6. Types of Communication   Verbal   Paraverbal   Body Language   Personal Space

7. Assertive and Expressive High AssertiveLow assertive High Expressive Low Expressive Tell Confident Task oriented Active Ask Process oriented Deliberate Attentive Focused Independent Private Versatile Sociable Demonstrative

9. Listening is the ability to accurately receive messages in the communication process  Listening is key to all effective communication  Listening is so important that many top employers give regular listening skills training for their employees.  This is not surprising when you consider that good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work. What is listening?

10. 5 Intents of Listening 1. To Win 2. To Persuade 3. To Learn and Understand 4. To Be Present 5. To Be

11. Active Listening Hear What People are Really Saying Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others. Given all this listening we do, you would think we'd be good at it!

12. Active Listening Skills  Attending A: Eye contact B: Posture C: Gesture  Paraphrasing  Clarifying  Perception Checking  Summarizing  Empathy

13. A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said.

14. Non-verbal communications  facial expressions  tone and pitch  gestures  body language  physical distance between communicators These non-verbal signals can give clues and additional information and meaning over and above spoken (verbal) communication

15. Communication Blocks

16. rite… right… write…

17. The Written Word Notes & Drafts Write to understand, then to be understood. Make sure you have spell and grammar check on. Set to the right language. Have it edited and proofed. Don’t be afraid to ask for help.

18. Cautions Professionalism in the Digital Age Don’t send things out when your angry. Difficult things should be addressed in person.

19. Keep your private life private and your professional life professional It is better to have private FB & Tweet accounts and separate professional ones. Everything lives in cyberspace forever!

21. Introduction to NVC  In Marshall Rosenberg’s own words.

23. Component Observation The concrete actions or behaviors Feelings How I feel in relations to the observed behavior Needs The need, values, desires that create the feeling Request The concrete we request in order to enrich our lives Components of Non-Violent Communication

24. ComponentResponse Observation The concrete actions or behaviors Feelings How I feel in relations to the observed behavior Needs The need, values, desires that create the feeling Request The concrete we request in order to enrich our lives Non-Violent Communication Method

25. Observing without Evaluating

26. Feelings: (1.5)

27. Empathic Listening ComponentResponse Observation What am I hearing? Feelings What are the feelings I’m hearing? Needs What is the need that is not being met? Request What request might I make, if I were in their place?

28. 5 Minute Break!!!

29. Crucial Conversations What is a crucial conversation? Any conversation that has the possibility of moving into tension or stress. Any conversation when the stakes are high.

30. Examples   Ending a relationship   Talking to a coworker about offensive behavior   Asking a friend to repay a loan   Giving the pastor feedback on his behavior   Talking to a boss that is breaking his own safety or quality policies   Critiquing a colleague’s work

31.   Asking a roommate to move out.   Resolving a custody or visitation issue.   Dealing with a rebellious teen.   Talking to a team member that isn’t keeping his commitments.   Confronting a loved one about substance abuse.   Giving unfavorable performance review.   Firing a volunteer.

32. A Strategy for Talking when Stakes are High   Start with the heart What do you want? What do you REALLY WANT? For yourself For others For the relationship

33. Learn to Look   Look for when a conversation becomes crucial.   Look for safety problems   Look for our own “style under stress.” (Know thy self)

34. Make it Safe   Apologize when needed or appropriate.   Clarify misunderstandings. (I don’t want…)   Check for mutual understanding (Bon Appétit).   Find mutual purpose.

35. Master My Stories   Separate fact from story.   Tell the rest of the story.

36. State My Path   Share your facts   Tell your story   Ask other’s for their story   Encourage testing…what if…

37. Explore Other’s Point of View   Ask   Listen   Listen with the heart   Summarize

38. Move to action   Decide how you will decide.   Document decision and follow up. Even with your family. Take notes. Check in. “We agreed on…”

39. Today’s Learnings What is the most important thing you learned today? What is one thing you will be able to use tomorrow?

40. References Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2002). Crucial conversations: tools for talking when stakes are high. New York: McGraw Hill. Rosenberg, M. B. (2003). Nonviolent Communication: A Language of Life. Center for Nonviolent Communication: cnvc.org All Clips downloaded from Youtube 11/2012