1. Karen Sutherland Scottsdale PD Communications Operations Manager ksutherland@scottsdaleaz.gov

2.   Current Communications Manager for Scottsdale PD  Previous LE in Metro Detroit area since 1982  Bachelors Criminal Justice Administration, Concordia University, Ann Arbor, MI  Masters Organizational Leadership and Administration, Concordia University, Ann Arbor, MI  Currently enrolled in RPL (Registered Public Leader) class through APCO  Married, 4 children, 1 granddaughter Short Bio

3.  At the end of this class, the participant will be able to:  Understand some of the barriers to good communication  Plan for tough conversations  Recognize when communication is in trouble  Change the course of conversation to improve communication Today’s Goals

4. “We tend to judge others by their behavior and ourselves by our intentions” Albert F. Schlieder

5.  Communication Barriers  External Barriers  Time  Deadlines  Distractions  Noise Internal Barriers  Competing Interests  Trust  Strong Emotions  Personality Styles  Respect for Authority  Past Experiences  Life History

7.  Everyone Stars in the Motion Picture of Their own Life

8.   Ability to listen without interrupting  Respect for others  Considerate  Compassionate  Focus on others Good Communication Skills

9.   Begin with the goal  Document your facts  Consider the other person (if I were going to hear this, how might I react?)  Prepare for the reaction – reduce surprise attacks  Know your own triggers  Bring your notes  Stick to the goal – do not get side tracked Plan Your Conversation

10.  Signs of Distress RetreatAggression

11.  “No one cares how much you know, until they know how much you care” Theodore Roosevelt