1. Presented by: Dimetra K Hamilton, MPA October 25, 2011

2.  This workshop will offer tools to handle communication challenges and help you to: ◦ Express yourself ◦ Become solution-oriented ◦ Understand others and their communication styles ◦ Become more of a team-player and expand your influence and cooperation with others ◦ Use e-mail effectively

3. Workplace Communications Team InteractionsProjects Written Correspondence Telephone Conversations Customer Service to External Clients

4.  Speaking and Listening are the most basic ways of communicating with others.  In the workplace, strive to create mutual understanding by using: ◦ Assertive speaking ◦ Active listening

5.  Takes responsibility  Takes initiative  Listens actively  Speaks up, is direct and constructive  Shows sincerity  Is solutions focused  Assumes a confident voice and body language

6.  Look for ways to collaborate  Be flexible  Exercise self-control  Show continuous respect

7.  Be direct  Be concise as possible  Focus on main ideas first

8.  Face-to-Face Interactions ◦ Mimicking ◦ Say it Right!  Written Correspondence ◦ Avoiding Pitfalls  Take your time  Keep it simple  Read aloud  Hire an editor  Use technology to your advantage

9.  Emphasize what you can do instead of what you can’t  Emphasize what you will do  Describe problems from your perspective instead of projecting  Choose solution oriented language ◦ Option; Idea; Recommendation; Suggestion; Solution; Proposal  Learn to disagree without being disagreeable

10.  Aggressive  Non-Assertive  Passive-Aggressive  Assertive

11. October 13, 2002

12.  Dealing with the “A” word: ASSUMPTIONS  R-E-S-P-E-C-T—What does it really mean for the organization? ◦ Operating collaboratively ◦ Working to understand others ◦ Building long-term relationships ◦ Not playing the blame game

13. June 1, 1998

14.  Be positive  “Fake it until you make it”  Set the tone

15. December 26, 2010

16.  Keep it short  Be direct and concise  Be mindful of language and tone— write constructively  Using humor  Consider your audience  The “cc” faux pas: knowing who to copy on e-mails and when

17.  “The way we communicate with others and with ourselves ultimately determines the quality of our lives.”