明愛社區及高等教育服務    「週年職員發展日」主題:邁向溝通坦途   The Road Towards Effective Communication日期:2011年12月9日〔星期五〕時間:下午2時 – 下午5時15分地點:明愛白英奇專業學...
1:30 - 2:00   登記入座2:00 - 2:05   歡迎辭              游新傑先生 明愛社區及高等教育服務總主任2:05 – 3:05   「邁向溝通坦途 」              繆少群女士3:05 - 3:30...
Detailed rundownA short presentation by Annita MauDemonstrations by:• Ms Karin Chow• Ms Maureen Chu• Mr Vincent Au YeungGr...
What is communication???                           4
Communicator   Message   Audience                                    5
This is cliché, isn’t it?WHAT IS EFFECTIVECOMMUNICATION???                            6
Message              Medium   Environment          Audience            Communicator           Objective                   ...
CommunicatorEnvironment                                    Objective                                    Medium /          ...
The Medium is the Message                            9
The Medium is the Message                            10
Which is more important?               Communicator’s                  needs  Audience’s    needs                         ...
Which is most important in the     process of communication?•   Message?•   Medium?•   Environment?•   Audience?          ...
Message         AudienceMedium              Environment                                  13
Message• What to say?• Back to objective:InformPersuadeAppealProblem solving                            14
Medium•   How to say?•   Language: English, Cantonese, PTH, dialects•   Choice of words and phrases•   Attitude of the com...
Environment• Where to say?Face to faceTelephoneWritten: email, memo, letter                                16
EnvironmentMedium                   Message                             17
The Road towards Effective     Communication          SKILLS …                             18
Asking       Negotiation Listening     BATNA/WATNA                 Options Reframing                generating            ...
ASKING         20
Asking•   Close end         •   What•   Open end          •   When•   Clarifying        •   Where•   Elaborative       •  ...
“If I ask a question, Imay look foolish.”“He who asks aquestion may be afool for five minutes,but he who neverasks a quest...
LISTENING            23
24
25
REFRAMING            26
Framing is setting the scene                               27
Reframing is changing the scene    Reinterpretation: What else could this    mean?    New Perspective: How would this look...
ReframingModifying the message      Words / phases      Context      Positive / Right Direction        Agreement / Set...
NEGOTIATION              30
Negotiation is the process of back- and-forth communication aimed   at reaching agreement with    others when some of your...
Negotiation Skill1. Change attitude from narrow / egocentric    diverse interests.2. (Re) Frame issue  mutual interests....
BATNA and WATNABest Alternative To a Negotiated Agreement最佳替代方案僅次於談判結果的最佳選擇Worst Alternative To a Negotiated Agreement比談判不...
Exploring options•   Exploring possibilities / alternatives•   Be creative•   Idea creativity•   Parallel thinking / later...
And … body language                      35
36
37
38
39
40
41
42
43
44
45
DEMONSTRATION Watch out for SKILLS                        46
Demo I                            Demo II• Administration Officer          • Programme officer Vincent  Karin asks Program...
close end question,probing question, ‘why’       question                              reframing,                         ...
Asking~                   NegotiationVoice mgt   Listening ~       BATNA/WATNA=  Environment          Persuasion          ...
What even good communication skills          cannot rectify?•   Political issues•   Structural issues•   Staffing issues• ...
What enhanced communication skills            can help?• Happier interpersonal relations• More harmonious workplace• Peace...
Skills recapCommunicator                     Asking / / attitude /        listening                                   Refr...
Group workGroup A1: Administrators (1 Group)Group AA1 – AA3: Assistant Administrators (3 Sub groups)Group P1 – P6: Adminis...
Group pack1. Convenor’s roles and functions2. Case for discussion3. Discussion guidelines and feedback form4. Role play sc...
Thank you, Happy group work …ReminderCase scenario - 請勿駁古,如有雷同實屬巧合,  如有不足請包涵Discussion - 高度參與Role play - 盡情投入,發揮想像演技HAVE F...
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111130 caritas staff dev programme 111209

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A presentation at Caritas Education Sector Staff Development Programme on 9 Dec 2011

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111130 caritas staff dev programme 111209

  1. 1. 明愛社區及高等教育服務 「週年職員發展日」主題:邁向溝通坦途 The Road Towards Effective Communication日期:2011年12月9日〔星期五〕時間:下午2時 – 下午5時15分地點:明愛白英奇專業學校 1
  2. 2. 1:30 - 2:00 登記入座2:00 - 2:05 歡迎辭 游新傑先生 明愛社區及高等教育服務總主任2:05 – 3:05 「邁向溝通坦途 」 繆少群女士3:05 - 3:30 小休3:30 – 4:30 小組研討4:40 – 5:10 總結與勉勵 閻德龍神父 香港明愛副總裁兼教育服務部長5:10 – 5:15 活動完畢及填寫大會問卷 2
  3. 3. Detailed rundownA short presentation by Annita MauDemonstrations by:• Ms Karin Chow• Ms Maureen Chu• Mr Vincent Au YeungGroup work:• Discussion• Role play• Debriefing and follow up 3
  4. 4. What is communication??? 4
  5. 5. Communicator Message Audience 5
  6. 6. This is cliché, isn’t it?WHAT IS EFFECTIVECOMMUNICATION??? 6
  7. 7. Message Medium Environment Audience Communicator Objective 7
  8. 8. CommunicatorEnvironment Objective Medium / Audience Message 8
  9. 9. The Medium is the Message 9
  10. 10. The Medium is the Message 10
  11. 11. Which is more important? Communicator’s needs Audience’s needs 11
  12. 12. Which is most important in the process of communication?• Message?• Medium?• Environment?• Audience? 12
  13. 13. Message AudienceMedium Environment 13
  14. 14. Message• What to say?• Back to objective:InformPersuadeAppealProblem solving 14
  15. 15. Medium• How to say?• Language: English, Cantonese, PTH, dialects• Choice of words and phrases• Attitude of the communicator = empathy 15
  16. 16. Environment• Where to say?Face to faceTelephoneWritten: email, memo, letter 16
  17. 17. EnvironmentMedium Message 17
  18. 18. The Road towards Effective Communication SKILLS … 18
  19. 19. Asking Negotiation Listening BATNA/WATNA Options Reframing generating 19
  20. 20. ASKING 20
  21. 21. Asking• Close end • What• Open end • When• Clarifying • Where• Elaborative • Who• Hypothetical • Whom• Probing • How 21
  22. 22. “If I ask a question, Imay look foolish.”“He who asks aquestion may be afool for five minutes,but he who neverasks a questionremains a foolforever.”“不恥下問 ” 22
  23. 23. LISTENING 23
  24. 24. 24
  25. 25. 25
  26. 26. REFRAMING 26
  27. 27. Framing is setting the scene 27
  28. 28. Reframing is changing the scene Reinterpretation: What else could this mean? New Perspective: How would this look from Satellite and Moon? 28
  29. 29. ReframingModifying the message  Words / phases  Context  Positive / Right Direction  Agreement / Settlement 29
  30. 30. NEGOTIATION 30
  31. 31. Negotiation is the process of back- and-forth communication aimed at reaching agreement with others when some of yourinterests are shared and some are opposed. 31
  32. 32. Negotiation Skill1. Change attitude from narrow / egocentric  diverse interests.2. (Re) Frame issue  mutual interests.3. Detach parties from their positions.4. Develop interest-based options 32
  33. 33. BATNA and WATNABest Alternative To a Negotiated Agreement最佳替代方案僅次於談判結果的最佳選擇Worst Alternative To a Negotiated Agreement比談判不成的結果更差Best / Worst option available to a party should it call off a negotiation 33
  34. 34. Exploring options• Exploring possibilities / alternatives• Be creative• Idea creativity• Parallel thinking / lateral thinking• Vs judgment, argument, truth 34
  35. 35. And … body language 35
  36. 36. 36
  37. 37. 37
  38. 38. 38
  39. 39. 39
  40. 40. 40
  41. 41. 41
  42. 42. 42
  43. 43. 43
  44. 44. 44
  45. 45. 45
  46. 46. DEMONSTRATION Watch out for SKILLS 46
  47. 47. Demo I Demo II• Administration Officer • Programme officer Vincent Karin asks Programme books a meeting room from Officer Vincent for a date of Clerk Maureen joint meeting when both • Meeting rooms are often fully teams have to attend booked• It is not easy to schedule meeting as all colleagues are busy 47
  48. 48. close end question,probing question, ‘why’ question reframing, options generating PPS, body language, nice voice close body language/ finger pointing negotiation 48
  49. 49. Asking~ NegotiationVoice mgt Listening ~ BATNA/WATNA= Environment Persuasion Options Reframing= generating= Choice of words Problem solving 49
  50. 50. What even good communication skills cannot rectify?• Political issues• Structural issues• Staffing issues• Workload issues• Funding issues• Language issues• What can?• Please allow one advertisement …• Perhaps Mediation - School Mediation Project (to be launched) 50
  51. 51. What enhanced communication skills can help?• Happier interpersonal relations• More harmonious workplace• Peaceful family life 51
  52. 52. Skills recapCommunicator Asking / / attitude / listening Reframingbody language Negotiation / Audience Environment BATNA / WATNA Message Medium Objective achieved 52
  53. 53. Group workGroup A1: Administrators (1 Group)Group AA1 – AA3: Assistant Administrators (3 Sub groups)Group P1 – P6: Administration Officers / Programme Officers (6 Sub groups)Group T1 – T10: Teaching Staff (10 Sub groups)Group S1- S12: Clerical / Supporting Staff (12 Sub groups)Discussion (20mins):In a Sub group, there are about 10 persons with one ConvenorDiscuss (15mins) and fill Discussion guidelines and feedback form (5mins)After discussion, among the 10 persons, split into Role A; Role B; Role O2 x Role A; 2 x Role B; all others Role ORole Play (20mins):First 8 mins: Role play I: A and BSeond 8 mins: Role play II: A and B [same role play scenario]Both observed by OsFill Role play feedback form: 4 minsDebriefing (20mins):10 persons participate, facilitated by Convenor using :(i) Observer’s checklist; (ii) Suggested tips for best scenario; (iii) Role play feedback 53 form; (iv) Follow up action checklist for coming six months
  54. 54. Group pack1. Convenor’s roles and functions2. Case for discussion3. Discussion guidelines and feedback form4. Role play scenario brief:• For A – general brief, brief for A• For B – general brief, brief for B• For O – general brief, and observer’s checklist (also A’s / B’s Role play feedback form)(Please don’t refer to 5 and 6 until after role plays and at the beginning of debriefing)5. Suggested tips for best scenario6. Follow up action checklist for coming six months 54
  55. 55. Thank you, Happy group work …ReminderCase scenario - 請勿駁古,如有雷同實屬巧合, 如有不足請包涵Discussion - 高度參與Role play - 盡情投入,發揮想像演技HAVE FUN, ENJOY!!! 55
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