Outstanding communication skills. Housekeeping › mobile phones › break times › toilets ›...

Outstanding communication skills

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Housekeeping

› mobile phones› break times› toilets› emergencies

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Workshop overview

At this workshop the following will be addressed:

› communication skills› communication difficulties› verbal and non-verbal communication› writing and electronic communication

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Workshop expectations

What do you know about the topic?

What do you need to know?

What outcomes do you expect from this workshop?

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Introductory activity

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Unlocking your ability to communicate well

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Topic 1

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Communication concepts

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‘The greatest problem in communication is the illusion that it has been accomplished.’

(George Bernard Shaw)

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‘Words are, of course, the most powerful drug used by mankind.’

(Rudyard Kipling)

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Body language

‘The most important thing in communication is to hear what isn't being said.’

(Peter F. Drucker)

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Activity

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Topic 2

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Preventing poor communication

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‘The greatest compliment that was ever paid to me was when someone asked me what I thought, and attended to my answer.’

(Henry David Thoreau)

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Listening skills

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Opportunity

‘When written in Chinese, the word "crisis" is composed of two characters. One represents danger and the other represents opportunity.’

(John F Kennedy)

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Activity

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Consider this procedure

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Topic 3

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Effective communication strategies

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Assertiveness

‘The basic difference between being assertive and being aggressive is how our words and behaviour affect the rights and well being of others.’

(Sharon Anthony)

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‘Half of the troubles of this life can be traced to saying yes too quickly and not saying no soon enough.’

(Josh Billings)

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‘Feedback opens your eyes.’(Vadim Kotelnikov)

‘Asking the right questions takes as much skill as giving the right answers.’(Robert Half)

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Difference is….

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Diversity ‑ the quality of being different and unique at an individual or group level.  

Valuing diversity ‑ appreciating and respecting the worth and contribution of human differences.

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The Johari Window

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Known to selfand others

Unknown to self

Unknown toothers

Unknown to self and others

Quadrant 1

OPEN AREA

Information shared with others

Quadrant 2

BLIND AREA

Information known to others but not to self

Quadrant 4

UNKNOWN AREA

Sub-conscious or unconscious information

Quadrant 3

HIDDEN AREA

Information we choose not to share

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Changing quadrants

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Known to selfand others

Unknown to self

Unknown toothers

Unknown to self and others

Quadrant 1

OPEN AREA

Information shared with others

Quadrant 2

BLIND AREA

Information known to others but not to self

Quadrant 4

UNKNOWN AREA

Sub-conscious or unconscious information

Quadrant 3

HIDDEN AREA

Information we choose not to share

At the start of a personal or work based relationship:

Uncertainty, anxiety or fear. Need to develop trust.

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Building trust

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Known to selfand others

Unknown to self

Unknown toothers

Unknown to self and others

Quadrant 1

OPEN AREA

Communication

Disclosure

Reliability

Trust

Quadrant 2

BLIND AREA

Feedback

Quadrant 4

UNKNOWN AREAQuadrant 3

HIDDEN AREA

Relationship.

Working together.

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Requests

The act of asking for something to be given or done, especially as a favour or courtesy.

A solicitation or petition.

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Promises

A declaration or assurance that one will do a particular thing or that guarantees that a particular thing will happen.

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Activity

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Topic 4

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Electronic/ written communication

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‘Telephones are a point to point communication system whose most basic function is to allow two people separated by large distances to talk to each other.’

(Wikipedia)

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Writing

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Electronic mail

Email - a method of exchanging digital messages from an author to one or more recipients - using the Internet.

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Activity

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Summary

Before leaving today please share:›1 thing you learned›1 new practice you will undertake at work›1 activity you enjoyed

Thankyou for your attendance and participation.

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