23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS...

23D QUARTERMASTER BRIGADE23D QUARTERMASTER BRIGADE

““THE CORPS STARTS HERE!THE CORPS STARTS HERE!””

EFFECTIVE COMMUNICATIONIN THE WORKPLACE

CH JOE HUGHES

Fort Sam Houston



• WHY TEACH COMMUNICATIONS?• DEFINITION• BASIC ELEMENTS• DISTRACTORS• THE COMPLETE MESSAGE• KEYS TO LISTENING• TALKING SKILLS• SUMMARY• CONCLUSION

AGENDAAGENDA

Fort Sam Houston



• IT IS EXTREMELY IMPORTANT• WHEN DIALOGUE STOPS, RESENTMENT AND HATE ARE BORN• BAD COMMUNICATION IS EASY

GOALWHY TEACH COMMUNICATION?

WHY TEACH COMMUNICATION?

Fort Sam Houston



COMMUNICATION DEFINITION

COMMUNICATION DEFINITION

COMMUNICATION IS...

A PROCESS (EITHER VERBAL OR NON-VERBAL) OF SHARING INFORMATION WITH ANOTHER PERSON IN SUCH A WAY THAT HE OR SHE UNDERSTANDS WHAT YOU ARE SAYING”. TALKING, LISTENING, AND UNDERSTANDING ARE ALL INVOLVED IN THE PROCESS OF COMMUNICATION.

Fort Sam Houston



BASIC ELEMENTS OF COMMUNICATIONS

BASIC ELEMENTS OF COMMUNICATIONS

•ABILITY TO LISTEN

•LISTENING SKILLS

Fort Sam Houston



LAWS OF COMMUNICATION

• The Law of the First Impression: “How people perceive you is how they react to you.”

• The Law of Harvest: “You reap what you sow.”• The 2nd Law of Thermodynamics: “Anything

left to itself goes to pot.”• The Law of the Golden Rule: “Do unto others

as you would have them do unto you.”

Fort Sam Houston



DISTRACTORS TO COMMUNICATIONDISTRACTORS TO COMMUNICATION

• DAY-DREAMING• DETOURS• DEBATES• SELF-BRIEF

Fort Sam Houston



THE COMPLETE MESSAGETHE COMPLETE MESSAGE

•ACTUAL WORDS 7%•TONE OF VOICE 38%•NONVERBAL COMMUNICATION 55%

Fort Sam Houston



THE KEY TO LISTENINGTHE KEY TO LISTENING

TO GAIN UNDERSTANDING BEFORE MOVING INTO ACTION: *PUTTING YOUR OWN CONCERNS

ON HOLD TEMPORARILY *FOLLOWING RATHER THAN

LEADING

Fort Sam Houston



THE CHALLENGE OF TELEPHONE MANAGEMENT

• 96% of all dissatisfied callers will never complain about the way you treated them.

• 90% won’t call back.

• Each of the 90% will tell at least 9 others how you treated them.

• 13% will tell 20 or more how you treated them on the phone.

Fort Sam Houston



WHAT DOES THE CALLER (SOLDIER) EXPECT?

• Reliability: Dependable, accurate, and consistent information

• Responsiveness: Helpful, prompt service• Assurance: Knowledgeable, courteous, and

confident assistance• Tangibles: A system that works; professional

leadership• Empathy: Individualized attention: someone who

will listen

Fort Sam Houston



It’s All About People

• Remember what business you’re in• Identify all the possible scenarios that

could be presented by the soldier• Make it easy for the caller to communicate

with you• Listen• Periodically evaluate your communication

skills

Fort Sam Houston



ROADBLOCKS TO COMMUNICATION

• Unfulfilled Expectations

• Unfulfilled Needs

• Loss of Job Focus

• Personal Attitude

• Lack of Understanding

Fort Sam Houston



Fort Sam Houston

The Challenging Caller• The Sherman Tank ( “Attack!”)

• The Sniper (“Gottcha!”)

• The Exploder (“Fire For Effect!”)

• The Recruit (“What was the FAX#?”)

• The Whiner (“Waah…snivel, snivel”)



Fort Sam Houston

THE MOMENT OF TRUTH (MOT)“The point when the expectancy

level of the customer contacts the service delivery level of an

organization.”

-Tom Winninger, SAS1) The call to ARPERSCOM

2) The connection to a career manager

3) The 5-10 minute conversation; (MOT)

4) The disconnection

5) The soldier makes an important decision



CONCLUSIONCONCLUSION

“CONFLICT DOES NOT HAVE TO DESTROY YOU, BUT IT CAN PROVIDE THE MOMENTUM TO BRING POSITIVE CHANGE AND

GROWTH WITHIN A RELATIONSHIP”

Fort Sam Houston



Fort Sam Houston

ANGER CONTROL

CH Joe Hughes



Fort Sam Houston

AGENDA• WHY ANGER CONTROL

• DEFINITION OF ANGER

• IMPACT OF ANGER

• EXAMPLE OF IMPACT OF ANGER

• WHERE DO EMOTIONS COME FROM

• WHO IS IN CHARGE OF YOUR ANGER

• REASONS FOR ANGER

• KEYS TO CONTROLLING YOUR ANGER

• RESPOND – DON’T REACT

• TAKING CONTROL OF YOUR ANGER

• SUMMARY & CONCLUSION



Fort Sam Houston

WHY ANGER CONTROL?

•ANGER CAUSES STRESS

• ANGER CAUSES ABUSE OF ALL TYPES

• ANGER CAUSES PAIN



Fort Sam Houston

DEFINITION OF ANGER:

“A feeling of great displeasure or hostility toward someone or

something caused by a sense of injury or wrong; rage; wrath.”



Fort Sam Houston

IMPACT OF ANGER

• FIRST COMES THE INCIDENT OR EVENT

• SECOND IS THE INDIVIDUAL’S VALUES OR BELIEFS ABOUT THE INCIDENT

• THIRD IS THE INDIVIDUAL’S EMOTIONAL RESPONSE



Fort Sam Houston

EXAMPLES OF ANGER’S IMPACT:

• SOLDIERS GOING TO A BATTALION ORGANIZATIONAL DAY AND THEY ARE WAITING FOR ONE SOLDIER

• SOLDIERS BECOME ANXIOUS

• THEY GET ANGRY WITH THE SOLDIER WHO IS LATE



Fort Sam Houston

WHERE DO EMOTIONS COME FROM?

• WHAT STEPS ARE NECESSARY TO MAKE YOU ANGRY?

• WHAT HAPPENS PHYSICALLY TO LET YOU KNOW YOU ARE ANGRY?

• WHAT MAKES YOU ANGRY?



Fort Sam Houston

WHO IS IN CHARGE OF YOUR ANGER?

• MY COMMANDER?

• MY SERGEANT?

• MY SPOUSE?

• MY FRIEND?

• ME?



REASONS FOR ANGER?REASONS FOR ANGER?

• WE THINK NEGATIVE THOUGHTS

• WE LOSE CONTROL OF THE SITUATION

Fort Sam Houston



KEYS TO CONTROLLING YOUR ANGER

KEYS TO CONTROLLING YOUR ANGER

• YOU ARE THE ONE TO CONTROL YOUR ANGER• ONLY YOU CAN CONTROL YOUR THINKING• NEGATIVE THOUGHTS = ANGER

Fort Sam Houston



STEPS IN CONTROLLING ANGER

STEPS IN CONTROLLING ANGER

• DON’T MAKE ASSUMPTIONS ABOUT OTHERS• DON’T THINK FOR OTHERS• DON’T INFLATE SITUATIONS• DON’T USE “SHOULD” STATEMENTS

Fort Sam Houston



RESPOND DON’T REACTRESPOND DON’T REACT

• STOP NEGATIVE FANTASIES

• THINK ABOUT POSSIBILITIES

• PUT THINGS INTO PERSPECTIVE

Fort Sam Houston



TAKING CONTROL OF YOUR ANGER

TAKING CONTROL OF YOUR ANGER

• ADMIT YOUR ANGER• THINK ABOUT THE END RESULTS• TALK ABOUT YOUR ANGER• LET GO OF YOUR ANGER• FORGIVE OTHERS

Fort Sam Houston



SUMMARYSUMMARY

• UNDERSTAND WHAT ANGER IS• KNOW WHY YOU GET ANGRY• WHO IS IN CHARGE OF MY ANGER• TAKE CONTROL OF MY ANGER

Fort Sam Houston



CONCLUSIONCONCLUSION

ANGER DOES NOT HAVE TO CONTROL YOU,

BUT YOU NEED TO CONTROLIT TO HAVE POSITIVE

RELATIONSHIPS IN LIFE.

Fort Sam Houston

23D QUARTERMASTER BRIGADE 23D QUARTERMASTER BRIGADE “ THE CORPS STARTS HERE! ” “ THE CORPS...

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