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Page 1: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Communication Communication WorkshopWorkshop

Page 2: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

OutlineOutline Who are you?Who are you?

Good Communicators Vs. Poor CommunicatorsGood Communicators Vs. Poor Communicators

Communication: Basic PrinciplesCommunication: Basic Principles

Activity #1 and DebriefActivity #1 and Debrief

Verbal MessagesVerbal Messages

Non-Verbal MessagesNon-Verbal Messages

Listening Skill QuestionnaireListening Skill Questionnaire

Listening: Barriers and TipsListening: Barriers and Tips

Activity #2 and DebriefActivity #2 and Debrief

What are you going to do about it?What are you going to do about it?

Page 3: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Who Are You?Who Are You?

Page 4: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

What Makes Someone either a Good What Makes Someone either a Good or a Bad Communicator?or a Bad Communicator?

Your ThoughtsYour Thoughts

Page 5: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Basic PrinciplesBasic Principles

Talking openly about ideas and Talking openly about ideas and sharing with others can be scary at sharing with others can be scary at first but if this open sharing never first but if this open sharing never occurs, people will never learn to occurs, people will never learn to appreciate and understand other appreciate and understand other people’s lives and perspectives, and people’s lives and perspectives, and never experience meaningful and never experience meaningful and constructive communication.constructive communication.

Page 6: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Basic PrinciplesBasic Principles

The very best way to shut the door The very best way to shut the door to open and meaningful conversation to open and meaningful conversation is to be negative or judgmental is to be negative or judgmental

Never miss out on opportunities to Never miss out on opportunities to lift others by telling them you lift others by telling them you appreciate them (this will make appreciate them (this will make them feel good and hopefully inspire them feel good and hopefully inspire them to pass it on – why not make them to pass it on – why not make yourself and others feel good!)yourself and others feel good!)

Page 7: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Basic PrinciplesBasic Principles

Discuss issues early on before they Discuss issues early on before they escalate into major problemsescalate into major problems

You always have a choice – you can You always have a choice – you can choose to communicate positively choose to communicate positively with others or you can choose to with others or you can choose to remain closed and negative and miss remain closed and negative and miss out on opportunities to learn about out on opportunities to learn about yourself and from othersyourself and from others

Page 8: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Activity #1Activity #1

Cup StackingCup Stacking

Stack the cups provided into a pyramid Stack the cups provided into a pyramid

(5 on bottom row, four on second row…)(5 on bottom row, four on second row…)

You CAN’T touch the cups with your handsYou CAN’T touch the cups with your hands

Each person needs to hold one piece of Each person needs to hold one piece of stringstring

Page 9: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Activity #1: DebriefActivity #1: Debrief(Answer is small group then share)(Answer is small group then share)

What did your group do really well?What did your group do really well?

What didn’t your group do so well?What didn’t your group do so well?

If your group had to do this activity If your group had to do this activity again, would you approach it any again, would you approach it any differently? Explaindifferently? Explain

Page 10: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Verbal MessagesVerbal Messages

Think of how you can say something in a Think of how you can say something in a positive way before delivering your messagepositive way before delivering your message

It helps people to understand what you are It helps people to understand what you are saying if you express to them why you are saying if you express to them why you are sharing with them (ie. Because I care about sharing with them (ie. Because I care about you … Or… I know you’re really interested you … Or… I know you’re really interested in…)in…)

By evaluating the intent of your own By evaluating the intent of your own message, you can have a better idea of message, you can have a better idea of whether or not there is a meaningful reason whether or not there is a meaningful reason to share your thoughtsto share your thoughts

Page 11: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Things to Consider When Delivering Your Things to Consider When Delivering Your MessageMessage

The Receiver: The responsibility for good The Receiver: The responsibility for good communication lies not only in the hands communication lies not only in the hands or ears of the receiver – the speaker must or ears of the receiver – the speaker must also take responsibility for sending a clear also take responsibility for sending a clear message. message.

Before sending your message, Before sending your message,

Ask yourself: Ask yourself: – What is this person’s involvement? What is this person’s involvement? – What do they What do they needneed to know? to know? – How should it be said to this person?How should it be said to this person?

Page 12: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Things to Consider When Delivering Things to Consider When Delivering Your MessageYour Message

Use more than one medium to convey your Use more than one medium to convey your message if this will help the receiver message if this will help the receiver remember and understand what you want remember and understand what you want them to know (memos, emails, diagrams, them to know (memos, emails, diagrams, verbal reminders)verbal reminders)

Don’t try and sound too technical if the Don’t try and sound too technical if the receiver doesn’t speak the same “language”receiver doesn’t speak the same “language”– Get rid of non-essential wordsGet rid of non-essential words– Use words the receiver will understandUse words the receiver will understand– Use pictures and examples if appropriateUse pictures and examples if appropriate

Page 13: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Non-Verbal MessagesNon-Verbal Messages So much of what we “say” isn’t said with So much of what we “say” isn’t said with

wordswords

Voice – reading other’s emotions even Voice – reading other’s emotions even when we can’t make out the wordswhen we can’t make out the words

Appearance – others’ will be influenced by Appearance – others’ will be influenced by how pleasant you look and how how pleasant you look and how appropriately you are dressedappropriately you are dressed

Face/Eyes – Your eyes can give you away Face/Eyes – Your eyes can give you away (Confused? Understood? Bad time!)(Confused? Understood? Bad time!)– Eye contact shows your involvement – don’t Eye contact shows your involvement – don’t

want to stare but want to show you are want to stare but want to show you are interestedinterested

Page 14: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Non-Verbal MessagesNon-Verbal Messages Posture – forward leaning (comments being Posture – forward leaning (comments being

received well) – pulling back (something not received well) – pulling back (something not being received so well)being received so well)

- Standing tall (assertive, confident)- Standing tall (assertive, confident)

- Slouching (submissive, passive)- Slouching (submissive, passive)

Personal Space/Distance – want both people Personal Space/Distance – want both people to feel comfortableto feel comfortable– Too far can seem unfriendly or bearing bad newsToo far can seem unfriendly or bearing bad news– Too close can seem confining or invadingToo close can seem confining or invading– If someone keeps retreating don’t keep getting If someone keeps retreating don’t keep getting

closercloser

Page 15: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Listening!!!!Listening!!!!

Why is listening so important?Why is listening so important?

(Examples)(Examples)

Page 16: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

ListeningListening Poor listening skills can result in Poor listening skills can result in

disastrous consequences for relationships disastrous consequences for relationships and organizationsand organizations

Many people spend a greater part of their Many people spend a greater part of their day listening than they do reading, day listening than they do reading, writing, or speakingwriting, or speaking

Listening to others helps build rapport, Listening to others helps build rapport, identify needs, and shows that you really identify needs, and shows that you really carecare

Page 17: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Empathic ListeningEmpathic Listening

““Seek first to understand, then to be Seek first to understand, then to be understood”understood”

Page 18: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Barriers to ListeningBarriers to Listening

What are they?What are they?

Personal Experiences?Personal Experiences?

Page 19: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Barriers to ListeningBarriers to Listening

Hearing Problems – some people Hearing Problems – some people have actual hearing loss – others’ have actual hearing loss – others’ need to be sensitive to thisneed to be sensitive to this

Rapid Thought – Listeners can Rapid Thought – Listeners can process 500wpm while most speak process 500wpm while most speak at 125wpm – leaves a lot of extra at 125wpm – leaves a lot of extra processing space in the listeners processing space in the listeners head which can explain why we head which can explain why we “wonder” sometimes“wonder” sometimes

Page 20: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Barriers to ListeningBarriers to Listening Physical Distractions (noises, stuffy room, Physical Distractions (noises, stuffy room,

other conversations)other conversations)

Message Overload – can only remember Message Overload – can only remember so much information – especially if it so much information – especially if it involves instructions for a new taskinvolves instructions for a new task

Preoccupation – hard to listen to others Preoccupation – hard to listen to others when there is something else really when there is something else really important on your mind (be honest with important on your mind (be honest with the other person and explain that you the other person and explain that you would like to hear what they have to say would like to hear what they have to say but that another time would be better)but that another time would be better)

Page 21: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Barriers to ListeningBarriers to Listening Egocentrism – my ideas are better and more Egocentrism – my ideas are better and more

important than yours – I have nothing to important than yours – I have nothing to learn from you, I’ll just use this time to learn from you, I’ll just use this time to prepare what I have to sayprepare what I have to say

Assuming Listening is Passive – listening Assuming Listening is Passive – listening doesn’t just equal not talking, Active doesn’t just equal not talking, Active listening means absorbing what is being listening means absorbing what is being said, processing it, paraphrasing to show said, processing it, paraphrasing to show your understanding and interest, and your understanding and interest, and asking questions when messages are asking questions when messages are unclearunclear

Page 22: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Barriers to ListeningBarriers to Listening

Cultural Differences – use of Cultural Differences – use of language, communication normslanguage, communication norms

Gender Differences – what is Gender Differences – what is appropriate, acceptable, respectfulappropriate, acceptable, respectful

Lack of Training – people just aren’t Lack of Training – people just aren’t taught how to listen or encouraged taught how to listen or encouraged to practiceto practice

Page 23: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

How do I Practice Listening?How do I Practice Listening? Every time you engage in conversation is an Every time you engage in conversation is an

opportunity to practice – try to make that opportunity to practice – try to make that person feel like he or she is the only and person feel like he or she is the only and most important person in the world to you most important person in the world to you during that encounter. People feel good during that encounter. People feel good when they feel heard and you may inspire when they feel heard and you may inspire them to treat you and others with the same them to treat you and others with the same respect. respect.

Adopt an attitude that says: “I’m here Adopt an attitude that says: “I’m here anyway, why not get the most out of this anyway, why not get the most out of this experience by learning through active experience by learning through active listeninglistening

Listening is a choice!Listening is a choice!

Page 24: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Activity #2Activity #2 One “speaker” describes to the rest of the One “speaker” describes to the rest of the

group how to arrange blocks so that they look group how to arrange blocks so that they look like the pattern that the speaker has on a like the pattern that the speaker has on a sheet of papersheet of paper

The catch: The speaker cannot see the blocks The catch: The speaker cannot see the blocks and the “arrangers” cannot see the sheet of and the “arrangers” cannot see the sheet of paper or the speaker.paper or the speaker.

You can both ask questions, talk lots, and You can both ask questions, talk lots, and listen lots!listen lots!

(Think about what we have discussed today)(Think about what we have discussed today)

Page 25: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Activity #2: DebriefActivity #2: Debrief

What made this task challenging?What made this task challenging?

What skills did you use to What skills did you use to accomplish the task?accomplish the task?

Were you more aware of anything in Were you more aware of anything in particular as a result of the particular as a result of the principles discussed in this principles discussed in this workshop?workshop?

Page 26: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Steps to Better CommunicationSteps to Better Communication

How would you like to be able to How would you like to be able to communicate with others?communicate with others?

What can you do everyday to get closer to What can you do everyday to get closer to being able to communicate the way you being able to communicate the way you want to?want to?

Act on your everyday plan/goalsAct on your everyday plan/goals

Evaluate yourself (daily, after Evaluate yourself (daily, after conversations, asking yourself what’s conversations, asking yourself what’s working, what could be better)working, what could be better)

Page 27: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

Thanks!Thanks!

Page 28: Communication Workshop. Outline Who are you? Who are you? Good Communicators Vs. Poor Communicators Good Communicators Vs. Poor Communicators Communication:

ReferencesReferences Adler, R. & Marquardt Elmhorst, J. (1995). Adler, R. & Marquardt Elmhorst, J. (1995). Communicating Communicating

at workat work (5(5thth ed.). United States of America: McGraw-Hill. ed.). United States of America: McGraw-Hill.

Blundel, R. (1998). Blundel, R. (1998). Effective business communicationEffective business communication. . Hertfordshire:Hertfordshire:

Prentice Hall.Prentice Hall.

Orlick, T. (1998). Orlick, T. (1998). Embracing your potentialEmbracing your potential. United States of. United States ofAmerica: Human Kinetics.America: Human Kinetics.