HUH?!? WHAT?!? Techniques and tips to communicate and negotiate effectively as a GAL.
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Transcript of HUH?!? WHAT?!? Techniques and tips to communicate and negotiate effectively as a GAL.
Communication Basics
What types of communication do we use on a daily basis?
What type do you prefer? Why?
Activity!
Communication Basics
Who do you communicate with as a GAL? Building relationships through respect and
credibility Good communication requires self-
awareness, sensitivity, and skills Non-verbal cues and active listening
Communicating Effectively
Children– Trust– Rapport
A story of success? A story of struggle? How have you developed trust
respect and credibility? – Every child is different!
Communicating with Professionals
Understand the different roles Professionalism How do you build trust and respect
as a GAL with a professional? Getting a call back
Communicating Effectively
“Turf” issues– Everyone has an identity– SWs feel blamed or
criticized personally when we ask for services or call attention to delay
– When identities are threatened, it can be difficult to communicate and negotiate.
What to do– Separate the person from the
problem– Avoid triggering defensive
responses– Be aware of our own
defensive responses– Use “I” statements– Tone, voice, body language…
be congruent!
Negotiations/Dealing with Conflict
Take the test…what is your preference? Competitive Style
– The issue is important to you and you must get your way
– You feel confident you will win because you have the power or position to do so
– Very assertive and aggressive– Satisfy your concern at the expense of others– May exploit the other part’s weakness in
negotiation
Negotiations/Dealing with Conflict
The Avoidant Style– You are in a no-win situation or tensions are too high
and you feel a need to cool down– You don’t have enough information and have the
option of waiting– You believe the situation will resolve itself in time– You don’t attempt to satisfy your own or the other’s
concerns
Negotiations/Dealing with Conflict
The Accommodative Style– It is more important to maintain a relationship
than to get the decision– You wan to keep peace and harmony– The outcome is more important to the other
person– You work cooperatively with others without trying
to assert your own concerns – You try to help the other party even if it means
giving up your own needs
Negotiations/Dealing with Conflict
The Compromising Style– Neither party has the energy– You have mutually exclusive goals– You would rather have something than nothing at
all– Emphasis not on win-win, but rather on getting at
least something out of it– Give and take
Negotiations/Dealing with Conflict
The Collaborative Style– Parties are clear about the problem and what they
want– Parties are willing to work together as equals – The issues are important to all parties and no one is
wiling to let go entirely– Win-win– Search for new alternatives, build trust, relationship
grows– More complicated and takes longer, results are good
Principled Negotiation
Separate the people from the problem– Listen 80% of the time, talk 20%
Focus on interest, not positions– Ask, “why is that position important?”
Generate a variety of possibilities before deciding what to do
– Be open to options and brainstorming
Ensure that the results are based on an objective standard
– There should be some measure of success
Communicating to Conquer Conflict
Pay attention to non-verbal cues that suggest a discrepancy…bring them out in the open
Watch for hidden or incorrect assumptions- yours or theirs Have open channels of communication- say what you feel
diplomatically and offer that chance to them Be clear, ask for clarification, make sure everyone understands Learn to listen well. Show interest, concern, empathy, and
respect. Use reflective statements to show them you’ve listened!
Express yourself in a non-threatening way using “I” statements while avoiding “you” statements
Take Aways
Respect and credibility will determine if your commutation is receive the way you intend it
Be self-aware…know how you communicate in all manners and don’t be afraid to change
Rapport and trust with children will only be built through communication and consistency
Use different styles of conflict resolution!