Effective Communications and Facilitator Training


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How to communicate effectively at work. How to facilitate well. Tips and traps for effective communications.

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  • Effective communication skills are a key component of successful relationships both at work and at home. It is interesting to note that effective communication is not so much about what you are saying but how you are saying it! You can easily improve your communication skills by applying effective communication techniques. The goal of your communication should always be that the message and information you are sharing are easily heard and understood by your audience. Effective communication can enhance relationships even when there is a significant difference of opinion between the parties. Ineffective communication can irritate, divide, and breakdown relationships. Notice that the points listed above are universally considered good communication techniques and they can be applied in any type of verbal communication.
  • By using these types of words and enhancing your message, you make it more likely that people will listen to what you are saying and increase the likelihood that they will use similar language to reciprocate your communication. This is a key element in having a productive conversation. While these types of words are important in any communication, they can be especially useful at times when the communication may be adversarial or when you are asking someone to consider a point of view that is different from their own.
  • Effective communication is about listening just as much as it is about what you are saying! Active listening means fully concentrating on what is being communicated to you and listening without planning a response or a rebuttal. Studies have shown that most people absorb less than half of what they hear during a conversation! This is caused by inattention, distraction, or spending time formulating a response. Active listening gives you the opportunity to determine what information they have and what information they still need from you. You can then tailor your communication to address the confirmed gaps in what has been understood or retained. Adapted from: http://www.wikihow.com/Actively-Listen
  • Here is a great mnemonic device to help you remember the important components of listening. Listening involves so much more than simply nodding your head and muttering “Mmmmhmmmm” every now and then! http://www.faculty.londondeanery.ac.uk/e-learning/appraisal/skilful-questioning-and-active-listening
  • Visual, or nonverbal, communication represents over 65% of all communication! Nonverbal communication can portray a message by combining verbal communication and body signals. Visual communication is comprised of posture, appearance, gestures, eye contact, kinesics, proxemics, and haptics. These can be conscious efforts, like dressing a certain way and making eye contact, or unconscious like a facial tic or fidgeting. The wrong message can inadvertently be communicated if the visual communication does not match the verbal message. Regardless of the message you are verbally communicating, your non verbal communication is what ultimately decides if someone likes you, respects you, trusts you, or wants to engage with you. Inappropriate, confusing, or negative visual communication can significantly erode trust and damage relationships. Adapted from: http://www.helpguide.org/mental/eq6_nonverbal_communication.htm and www.wikipedia.com
  • Paralanguage is a non-verbal element of communication that is used to change meaning and express emotion. It may be expressed knowingly or unknowingly. Elements of paralanguage that affect communication are: tone, volume, rhythm, intonation, emphasis, and speed.
  • Part of our job as a communicator is to figure out if our audience is really listening to what we have to say. If they are not listening, it is the responsibility of the communicator to figure out how to get the message heard. The tips and techniques we have already reviewed will work to help get your audience engaged. But. . . How can you tell if no one is listening? Your communication needs revamping if you notice the following: no eye contact, outrageous statement are not challenged, no response at all, no questions, no paraphrasing, constant interruptions, inappropriate responses, or easily distracted.
  • Business writing has two goals:to make people understand you and to get them to take some action.For the reader to understand what you want (and then do it), they must first understand what you mean in your writing. If they have to guess, there's a good chance the guess will be wrong.People who read your letters, e-mails, faxes, reports, and memos have no opportunity to interpret your body language or tone of voice. While you should write much as you speak, you should think of the times when you speak at your best -- when your words, sentences, and paragraphs are more precise than your typical, everyday speech.Follow these tips for writing great letters: be concise, use nouns and verbs more than adjectives, use the active voice, be specific, be interesting, write to your readers not down to them, use a positive tone, be accurate and factual, and be clear.Adapted from: http://www.penmachine.com/topten.html
  • You should consider the tone of your message, whether you are writing a memo, letter, report, or any type of business document. Tone is present in ALL written communication. Ultimately, the tone of a message is a reflection of the writer and it does affect how the reader will perceive the message. You can ensure your tone is accurately interpreted by the reader by taking care when drafting the document. For most business correspondence, you should strive for an overall tone that is confident, courteous, and sincere; that uses emphasis and subordination appropriately; that contains nondiscriminatory language; and that is written at an appropriate level of difficulty. The only major exceptions to these guidelines are when you need to write a negative business message, such as when you deny a job offer or a customer request.https://owl.english.purdue.edu/owl/resource/652/1/
  • Sometimes it's necessary to write a negative letter: turn down a request, refuse someone a job, announce a change in policy that may not be popular. Your purpose when sending a negative letter is to create goodwill around the bad news. Effective negative letters follow a four-part sequence: greeting, explanation, the bad news itself, and a closing action. These can be arranged in four paragraphs.The advantage of this sequence is that the bad news is put later in the letter and, as such, is not the primary focus of the correspondence.
  • Although email has been around for quite some time now, many businesses and organizations do not provide many guidelines to help employees send effective and appropriate emails. Since email is a regular form of communication, it is important to understand how to write emails effectively. http://www.forbes.com/2009/08/04/
  • When representing your position or your organization online, it is critical to remember that online communication is instant, wide-reaching, and difficult to retract.A couple of seconds re-reading your post, thinking about the photo, or running the worst-case scenario through your head can save you a lot of real-life pain. Take some time to make sure all your online postings pass the THINK test!Is it true?Is it helpful?Is it inspiring?Is it necessary?Is it kind?If what you are about to post does not meet all these criteria, it might be a good idea to discard the post or revamp it so that it passes the THINK test.
  • http://www.centerii.org/academy/info/change/FacilitationSkills.pdf
  • http://www.centerii.org/academy/info/change/FacilitationSkills.pdf
  • http://specialprojects.nos.noaa.gov/focus/pdfs/planning_facilitating_meetings.pdf
  • http://specialprojects.nos.noaa.gov/focus/pdfs/planning_facilitating_meetings.pdf
  • http://seedsforchange.org.uk/facilitationmeeting
  • http://www.slideshare.net/HubSpot/what-would-steve-do-10-lessons-from-the-worlds-most-captivating-presenters
  • Adapted from: http://www.garrreynolds.com/preso-tips/design/
  • Effective Communications and Facilitator Training

    1. 1. M A R C H 2 5 , 2 0 1 4 8 : 4 5 A M – 1 0 : 1 5 A M & 1 0 : 3 0 A M – 1 2 : 0 0 P M 2 0 1 4 K A I N A I W A C H I L D R E N ’ S S E R V I C E S C O R P O R A T I O N C O N F E R E N C E L I S A P E C K H A M Effective Communications and Facilitator Training
    2. 2. Disclaimer 2 The information presented to you today is considered to be general best practices for organizations across Canada. The information is not intended to provide legal counsel or legal advice.
    3. 3. Learning Objectives  Verbal communication skills  Non verbal communication skills  Written communication skills  Traits of a great facilitator  Facilitating meetings  Delivering presentations 3
    4. 4. Communication doesn’t have to be complicated! 4
    5. 5. Verbal communication 5  Speak clearly with appropriate tone and speed  Use language appropriate to your audience  Use appropriate non verbal cues  Make eye contact  Use active listening skills
    6. 6. Enhancing communication 6 Words that fall into these categories help to enhance your message!  Empathetic  Encouraging  Respectful  Treat all people equally  Resolve conflict  Positive  Objective and factual
    7. 7. Hindering communication 7 Words that fall into these categories will hinder your communication. Without fail.  Sarcasm  Ridicule  Unsolicited advice  Criticism  Judgment  Insults  Lectures  Exaggeration
    8. 8. Active listening 8  Pay attention  Refrain from interrupting  Respond with your interpretation of what was said  Ask for further clarification if required  Ask questions
    9. 9. Advantages of active listening 9  Helps to develop a good relationship  Facilitates further disclosure and deeper discussion  Provides ample opportunity for further explanation and clarification  Helps both parties to stay focused on the conversation  Increases retention of information  Defuses conflict
    10. 10. LISTEN 10
    11. 11. Non verbal communication 11 Non verbal communication is communication through visual and auditory cues. It is considered to represent over 65% of all communication. Non verbal communication can significantly enhance or distract from your message.
    12. 12. Visual communication 12  Posture  Stand tall with head up and shoulders back  Appearance  Look professional  Gestures  Facial expressions, nodding, winkin g, clasping hands  Eye contact  Make eye contact regularly  Kinesics  Body movement and position  Proxemics  The space between individuals while they interact  Haptics  Hand shake, high five, pat on the shoulder
    13. 13. Examples 13 No Yes!
    14. 14. Paralanguage 14  Tone  Volume  Rhythm  Intonation  Emphasis  Speed
    15. 15. Are you being heard? 15  No eye contact  Outrageous statements are not challenged  No response  The same interjection  No questions  No paraphrasing  Constant interruptions  Inappropriate responses  Easily distracted
    16. 16. Reminder! 16
    17. 17. Written communication 17  Letters  Emails  Posting online
    18. 18. Writing great letters 18  Be concise  Use nouns and verbs more than adjectives  Use an active voice  Be specific  Be interesting  Write TO your readers, not down to them  Use a positive tone  Be accurate and factual  Be clear
    19. 19. Tone 19  Why am I writing this document?  Who am I writing this for?  What do I need them to understand?  What kind of tone is appropriate?
    20. 20. Writing negative letters 20  Greeting  Friendly greeting that demonstrates familiarity with the reader and their situation or concern  Explanation  Demonstrate the procedures the organization has in place to deal with the reader’s issue or concern  Detail the action that has been taken  (bad) News  Deliver the negative message clearly, concisely, and factually  Action  Invite further contact with the organization, offer an alternative, provide an incentive
    21. 21. Email 21  Assume all email is in the public domain  Get to the point  Be concise  Use short paragraphs, bullets, and numbered lists to make it easier to read  Be respectful  Be factual
    22. 22. Communicating online 22
    23. 23. Facilitation skills 23 Facilitation is the art of bringing adults together through learning and self discovery. Effective facilitation emphasizes the acquisition and use of new knowledge, skills, attitudes, and abilities.
    24. 24. Facilitating versus presenting 24 http://www.centerii.org/academy/info/change/FacilitationSkills.pdf
    25. 25. Facilitators wear many hats! 25
    26. 26. Don’t use this meeting facilitation technique! 26
    27. 27. Planning for success 27  Define the meeting purpose and objectives  Create the participant list  Establish roles  Facilitator, meeting leader, meeting planner, recorder  Develop the agenda  Identify and assemble background materials
    28. 28. Executing for success 28  Set expectations  What will be achieved  Manage time  Map out time limitations for each agenda activity  Establish ground rules  Breaks, mobile devices, respectful communication  Tools for decision making  Consensus decision making  Consultation  Prioritization
    29. 29. Tips for meeting success 29  Design a realistic agenda  Be aware of content and process  Keep the group moving towards its aims  Use a variety of facilitation tools to keep all participants engaged  Create a safe and empowering atmosphere that encourages contributions from every participant  Do not allow negativity, interrupting, or domineering behavior
    30. 30. Presentations 30  Writing  Designing  Delivering
    31. 31. It doesn’t have to be like that! 31
    32. 32. Writing your presentation 32  Capture the mind and the heart using personal stories, anecdotes, and metaphors  Create slides that answer the questions why, how, and what  Why should the audience care? How will this improve their situation? What should they do?  Use simple language  Use images to explain concepts and data
    33. 33. Designing your presentation 33  Have a consistent visual theme  Make sure colors and fonts are not harsh, distracting, or illegible  Incorporate high quality graphics  Use appropriate charts to display data  Avoid too many transitions, builds, and animations in the slides
    34. 34. Deliver your presentation 34  Be passionate about the topic  Rehearse  Be aware of your verbal and non verbal communication  Move around  Use a handheld remote to advance slides  Make eye contact  Encourage audience participation and engagement
    35. 35. Questions? 35
    36. 36. THANK YOU! 36 Thank you for the opportunity to present to you today!
    37. 37. Thank you! 37 Our services  Employee benefit plans  Travel insurance  Health spending accounts  Salary grids  Policy review and writing  Pension plans  Employee wellness  Employer of choice  Charitable giving  Charitable tax information  Employee mental health
    38. 38. Thank you! 38 #517-7620 Elbow Drive SW Calgary, AB T2V 1K2 403-264-5288 www.hylton.ca 800-449-5866 lisa@hylton.ca facebook.com/pages/CG-Hylton/173971246061425 twitter.com/HyltonYYC