communicating for engagement and purpose€¦ · non-verbal: body language 55% of communication is...
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Communicating for Engagement and Purpose
Instructor: Oliver C. Allen, Jr.
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Learning Objectives
Learn and understand the basics of communication
Learn and identify the four approaches to speaking
Gain an understanding of how to take responsibility for your
emotions
Learn the impact that perception has on communication
Discuss nonverbal communication and behaviors
Identify the barriers to communication
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THE BASICS FOR COMMUNICATING
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The Basics for Effective Communication
A message must be conveyed
The message must be received
There must be a response
Each message must be understood
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Communication Process
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Sender Receiver
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Encode/
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Transmission
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The fact that two or more people are talking together
does not, in itself, constitute communication.
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The Betari Box
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Your
Attitude
My
BehaviorYour
Behavior
My Attitude
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Aggressive
Non-Assertive
Passive Aggressive
Assertive
Approaches
to Speaking
The Four
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Aggressive Speaking
Blaming, accusing
Intimidating body language
Demanding, ordering
Raised voice
Harsh, personal language
Verbal browbeating
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Non-Assertive Speaking
Nothing strong or certain about this
approach
Often displays the following behaviors
►Overly agreeable, no point of view expressed
►Avoids dealing with concerns
►Usually doesn’t make eye contact
►Stays at a distance and may slump or cower
►Sounds unsure
►Beats around the bush
►Sounds hopeless
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Passive-Aggressive Speaking
Appears to agree, but doesn’t
Tells others, but not the source of the concerns
Makes subtle digs and sarcastic remarks
Keeps score, sets conditions
Non-verbal message contradicts the verbal message
Withholds expressing concerns or providing assistance
Criticizes after the fact
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Tone Matters
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If yes, why?
If no, why not?
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Assertive Speaking
Takes responsibility
Takes the initiative
Listens actively/allows for a two-way conversation
Speaks up, is direct and constructive
Shows sincerity
Solutions focused
Confident voice and body language
Addresses concerns directly to the source
Request needs versus demand
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Keeping Calm Under Fire
Yell
Blame
React defensively
Make assumptions
Avoid dealing with the
situation
Make sarcastic remarks
Make personal insults
Complain constantly about
situation
Issue ultimatums
Push harder and harder for
your way
Sending hostile emails
Going to others rather than
the source
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Do Not:
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Taking Responsibility of Your Feelings
When someone gives us a negative message, whether
verbally or nonverbally, we have four options as to how
to receive.
1. Blame ourselves – Accepting others judgement
2. Blame others -
3. Sense our own feelings and needs
4. Sense other’s feelings and needs
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Sources: Nonviolent Communication by Marshal B. Rosenberg (2015)
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Taking Responsibility of Your Feelings (cont.)
Five steps for expressing anger
►Stop and Breath
►Separate stimulus from cause
►Identify your judgmental thoughts
►Express your feelings and unmet needs
Offer empathy first
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Sources: Nonviolent Communication by Marshal B. Rosenberg (2015)
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The Influence of Language
“Open your mind before your mouth” - Aristophanes
Honest – “honesty is the best policy”
Direct – Getting to the point but do not be blunt
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Avoid Sugarcoating
Your Words
May be misleading
• Can be confusing
• Discards the elephant in the room
Share the facts
• Don’t hide the facts
• Don’t distort or dilute the truth
Explain diplomatically
• Be careful of flowery language
• Clarify the “now” situation
Source: Liz Guthridge, www.reliablepalnt.com/Article
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E
Avoid Sugarcoating
Your Words (cont.)
Be Timely
• Don’t avoid bringing up difficult
issues
Get to the point
• Don’t bury the message
Take responsibility
• Clearly explain actions and options
Source: Liz Guthridge, www.reliablepalnt.com/Article
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THE IMPACT OF PERCEPTIONS
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Perception Impacts Communication
Is the process by which people select, organize, interpret, retrieve, and respond to information from the world around them
This information is gathered from the five senses of sight, hearing, touch, taste, and smell
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Factors Influencing
Perceptions
Experiences
Needs
Motives
Personality
Values
Attitude
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The DrawbridgeWho Is Accountable?
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Keys to Managing Perception
Be self-aware
Seek a wide range of differing information
Try to see a situation as others would
Be aware of perceptual distortions
Be aware of self and other impression management
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NONVERBAL COMMUNICATION
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Non-Verbal: Body Language
55% of communication is body language
38% of communication is Tone
7% of communication is verbal
Our eyes, fingers, hands, arms and legs and their movements offer an exciting insight to our true feelings and emotions. Most people are not aware that their body language is a language of its own.
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Nonverbal: Congruent vs. Incongruent
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Nonverbal: Congruent vs. Incongruent
(cont.)
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Congruent
Say what you mean and mean what you say
Thank you so much!
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Nonverbal: Congruent vs. Incongruent
(cont.)
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When your tone and body language don’t match your
message; your words lose their meaning and the
message definitely changes.
Thank you so much!
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LISTENING
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3 Stages of the Listening Process
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1.Receiving - Taking in the speaker’s message using your ears and sight
1.Processing - After Step 1, you begin this internal processing
Responding – The listener verbally and non-verbally acknowledges that he or she has received and understood the message
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How People Listen
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Passive Listening Behaviors
Limited eye contact with the speaker
Lack of expression on the face
Occasional verbal acknowledgement
►Such as Uh-huh on the phone
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Selective Listening Behavior
Looks of disinterest
Looks away at other things; a
clock, out the window, etc.
Sits by quietly
Reacts with a high degree of
emotion
Interrupts conversation before the
speaker begins
Changes the subject
Asks a question about a point of
self-interest; sometimes in an
interrogating manner
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Attentive Listening Behaviors
Gives steady eye contact
Looks interested
Nods to indicate understanding
Provide simple verbal acknowledgement
Raise relevant questions to draw out the message
Ask questions to seek out greater detail
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Active Listening Behaviors
Shows patience
Gives verbal feedback to show understanding
Acknowledges the emotions being expressed
Explores reasons for emotions
Speaks up to get clarification
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Top 7 Listening Sins
1. Making evaluative judgments
2. Avoiding eye contact
3. Failing to indicate interest via body language
4. Multitasking
5. Interrupting in the middle of a sentence or
story
6. Failing to clarify meaning
7. Not letting someone know when I can’t listen
Source: Teamwork Training by Sharon Boller (2005)
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Top 7 Listening Virtues
1. Refraining from evaluative judgments
2. Maintaining eye contact
3. Encouraging the speaker with my body language
4. Focusing on the listener and no other tasks
5. Staying quiet until the speaker finishes
6. Asking questions and reflecting the speaker’s message to make
sure I understand
7. Being honest about times when I can’t really listen
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Source: Teamwork Training by Sharon Boller (2005)
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BARRIERS TO COMMUNICATION
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Barriers
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Mr. Rumors A.
More
Ms. Gossip
Time
Mr. Deceitful A.
Jealousy
Ms. Receptive
To-Mess
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Physical Barriers
Evaluating
Advice giving
Topping
Diagnosing or
psychoanalytic
Prying questions
Individual’s physical health
Speech pattern and
pronunciation
Distance
Warning, admonishing or
commanding
Hot and cold
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Psychological
Ego defense mechanisms
Group defense mechanism
►Fight defenses
►Flight defenses (most frequently used)
►Group manipulation defenses
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Perceptual
Hostility
Charisma
Halo effect
Past experiences
Hidden agenda
Stereotypes
Emotional blocking
Status
Defensiveness
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QUESTIONSANY
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Oliver C. Allen, Jr.Phone: (703) 615-6753
Email: [email protected]
Website: www.tadsllc.com
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Resources
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