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EFFECTIVE
COMMUNICATIONS
KIM NOVAK
OCTOBER 9 , 2014
CANWETALK??
Results from Likert Survey
.
Categories scoring highest for “strongly agreed”
• Communication begins with listening
• Communication involves trust
• Communication can be improved with training and
practice
How much does each category
contribute to Career Success?
IQ Technical Skills and
Abilities
Relationship Skills
Job knowledge, skills,
abilities, experience,
etc.
Getting along with
others, dealing with
conflict, etc.
Together
15% 85%
OBJECTIVES
•Define Emotional Intelligence
•Realize ourTRUE Colours
•Recognize barriers to communication
Definition of Emotional
Intelligence (EI or EQ)
A measure of how successful
you are at interacting with others
Emotional Legacy
Understanding past family experiences helps you to
understand the emotional legacy you bring to work
and personal relationships.
Barriers to Emotional
Self-Awareness
•Behaviors—change the subject, walk away, criticize
others, sleep, eat, watchTV
•TwistedThinking—overgeneralization, blaming others,
discounting the positive, magnification, jumping to
conclusions, “should” statements, labeling, and
personalization
Overcoming Barriers
•Be aware of emotional legacy
•Setting boundaries
•Use assertiveness responses
•Avoid behaviors that block self-awareness
•Journal
•Meditate
TRUE COLOURS
•Four distinct temperaments= Four colors-green,
gold, orange, and blue (True Colours web site,
2014)
•Historically– Hippocrates 400B.C.
oSanguine- cheerful
oMelancholic- pessimistic
oPhlegmatic- calm, detached
oCholeric- enthusiastic
Factors that create stress
ORANGE
• Deadlines
• Rules
• Criticism
GOLD
• Disorganization
• Irresponsibility
• Changing details
BLUE
• Broken
promises
• Rudeness
• Conflict
GREEN
• Lack of
independence
• Routine
• Inability to use
or display
knowledge
Progression of EI Stages
•Develop self awareness
•Understand individuals and groups
•Use learned knowledge to induce preferred
response in others
Conflict: Positive or Negative
Four benefits of conflict:
•Provide greater understanding
•Clarify similarities and dissimilarities
•Learn methods for coping with future conflict
•Reveal areas where effort and adaptation need
strengthening
The Amygdala Hijack
THALAMUS
AMAYGDALA
RESPONSE
TWOTYPES OF RESPONSE
The Outburst The Silence
 Attack We shut down/withdraw
 Loud aggressive behavior Quiet, passive aggressive
behavior
 Inappropriate expressing of Difficulty expressing
needs our needs
 We feel threatened and hurt We feel hurt and
threatened
Conflict Resolution
•Avoid offensive language
•Validate the meaning of the message being sent
•Body language cues for understanding
•Defusing anger
•Asking gentle probing questions
•Ground rule technique
LearningYour ABCDE’s
A
Activating Event
B
Beliefs
C
Consequences
D
Debate, Dispute, &
Discard
E
Effects
Step 2 Step 3 Step 1 Step 4 Step 5
Listening Skills
•Respect the right of self and others
•Focus on behaviors- respond by describing specific
behaviors without interpreting
•Clarify points of discussion
•Use “I” statements to express ideas clearly
•Address one issue at a time
•Communicate near the time of the event
•Focus on changeable things
DesigningYour Plan of Action
• What are two things I learned today that will be most
useful to me?
• What do I plan to do differently as a result of today’s
workshop?
• What enhancements do I hope to see in my own life and in
my relationship with my colleagues and/or employees as a
result of making these changes?
Putting ItTogether
Self-
Awareness
Body
Language
Practice
new skills
AND……..PRACTICE
PRACTICE
AND MORE
PRACTICE
Conclusion
•Define Emotional Intelligence
•Realize ourTRUE Colours
•Recognize barriers to communication
QUESTIONS
Resources
•Online Emotional IntelligenceTesting:
•ivillage.com
•emode.com
•leadershipcharacter.com
References
Cherry, K. (2014). IQ or EQ:Which one is more important? Retrieved at Google
Search http://psychology.about.com/od/intelligence/fl/IQ-or-EQ-Which-One-Is-
More-Important.htm
Emotional intelligence workbook. Organizatonal Edmonson Consulting Group.
(2012). Workforce Development, UTMB Human Resources.
Johnson, L. J., Pugach, M. C. (2004). Listening skills to facilitate effective
communication. Counseling and Human Development, 36 (6), 1-8. Retrieved
from the UOPX library ProQuest Central data base.
References
McLaughlin, S., Pearce, R., &Trenoweth, S. (2013). Reducing conflict on wards
by improving team communication. Mental Health Practice, 16 (5), 29-31.
Retrieved from the UOPX library ProQuest data base.
Nichols, M. P. (n.d.).The lost art of listening. Creative SpiritWeb Site on Google
Search. Retrieved at
http://www.creativespirit.net/learners/counseling/docu19.htm
Okafor,V. C., Osakinle, E. O. (2014). Conflict resolution through effective
communication. InterdisciplinaryJournal of contemporary research in business,
5 (9), 321-334. Retrieved from the UOPX library ProQuest data base.
References
Sigmar, L. S., Hynes, G. E., & Hill, K. L. (2012). Strategies for teaching social
and emotional intelligence in business communication. Business
Communication Quarterly, 75 (3), 301-317. Retrieved from the UOPX library
EBSCO Host data base. DOI: 10.1177/108056991245031
True ColoursWeb Site and Corporate Program. (2014). Retrieved from HCA
management personnel and retrieved at https://truecolorsintl.com/

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Effective communications ppp

  • 3. Results from Likert Survey . Categories scoring highest for “strongly agreed” • Communication begins with listening • Communication involves trust • Communication can be improved with training and practice
  • 4. How much does each category contribute to Career Success? IQ Technical Skills and Abilities Relationship Skills Job knowledge, skills, abilities, experience, etc. Getting along with others, dealing with conflict, etc. Together 15% 85%
  • 5. OBJECTIVES •Define Emotional Intelligence •Realize ourTRUE Colours •Recognize barriers to communication
  • 6. Definition of Emotional Intelligence (EI or EQ) A measure of how successful you are at interacting with others
  • 7. Emotional Legacy Understanding past family experiences helps you to understand the emotional legacy you bring to work and personal relationships.
  • 8. Barriers to Emotional Self-Awareness •Behaviors—change the subject, walk away, criticize others, sleep, eat, watchTV •TwistedThinking—overgeneralization, blaming others, discounting the positive, magnification, jumping to conclusions, “should” statements, labeling, and personalization
  • 9. Overcoming Barriers •Be aware of emotional legacy •Setting boundaries •Use assertiveness responses •Avoid behaviors that block self-awareness •Journal •Meditate
  • 10. TRUE COLOURS •Four distinct temperaments= Four colors-green, gold, orange, and blue (True Colours web site, 2014) •Historically– Hippocrates 400B.C. oSanguine- cheerful oMelancholic- pessimistic oPhlegmatic- calm, detached oCholeric- enthusiastic
  • 11. Factors that create stress ORANGE • Deadlines • Rules • Criticism GOLD • Disorganization • Irresponsibility • Changing details BLUE • Broken promises • Rudeness • Conflict GREEN • Lack of independence • Routine • Inability to use or display knowledge
  • 12. Progression of EI Stages •Develop self awareness •Understand individuals and groups •Use learned knowledge to induce preferred response in others
  • 13. Conflict: Positive or Negative Four benefits of conflict: •Provide greater understanding •Clarify similarities and dissimilarities •Learn methods for coping with future conflict •Reveal areas where effort and adaptation need strengthening
  • 14. The Amygdala Hijack THALAMUS AMAYGDALA RESPONSE TWOTYPES OF RESPONSE The Outburst The Silence  Attack We shut down/withdraw  Loud aggressive behavior Quiet, passive aggressive behavior  Inappropriate expressing of Difficulty expressing needs our needs  We feel threatened and hurt We feel hurt and threatened
  • 15. Conflict Resolution •Avoid offensive language •Validate the meaning of the message being sent •Body language cues for understanding •Defusing anger •Asking gentle probing questions •Ground rule technique
  • 16. LearningYour ABCDE’s A Activating Event B Beliefs C Consequences D Debate, Dispute, & Discard E Effects Step 2 Step 3 Step 1 Step 4 Step 5
  • 17. Listening Skills •Respect the right of self and others •Focus on behaviors- respond by describing specific behaviors without interpreting •Clarify points of discussion •Use “I” statements to express ideas clearly •Address one issue at a time •Communicate near the time of the event •Focus on changeable things
  • 18. DesigningYour Plan of Action • What are two things I learned today that will be most useful to me? • What do I plan to do differently as a result of today’s workshop? • What enhancements do I hope to see in my own life and in my relationship with my colleagues and/or employees as a result of making these changes?
  • 21. Conclusion •Define Emotional Intelligence •Realize ourTRUE Colours •Recognize barriers to communication
  • 24. References Cherry, K. (2014). IQ or EQ:Which one is more important? Retrieved at Google Search http://psychology.about.com/od/intelligence/fl/IQ-or-EQ-Which-One-Is- More-Important.htm Emotional intelligence workbook. Organizatonal Edmonson Consulting Group. (2012). Workforce Development, UTMB Human Resources. Johnson, L. J., Pugach, M. C. (2004). Listening skills to facilitate effective communication. Counseling and Human Development, 36 (6), 1-8. Retrieved from the UOPX library ProQuest Central data base.
  • 25. References McLaughlin, S., Pearce, R., &Trenoweth, S. (2013). Reducing conflict on wards by improving team communication. Mental Health Practice, 16 (5), 29-31. Retrieved from the UOPX library ProQuest data base. Nichols, M. P. (n.d.).The lost art of listening. Creative SpiritWeb Site on Google Search. Retrieved at http://www.creativespirit.net/learners/counseling/docu19.htm Okafor,V. C., Osakinle, E. O. (2014). Conflict resolution through effective communication. InterdisciplinaryJournal of contemporary research in business, 5 (9), 321-334. Retrieved from the UOPX library ProQuest data base.
  • 26. References Sigmar, L. S., Hynes, G. E., & Hill, K. L. (2012). Strategies for teaching social and emotional intelligence in business communication. Business Communication Quarterly, 75 (3), 301-317. Retrieved from the UOPX library EBSCO Host data base. DOI: 10.1177/108056991245031 True ColoursWeb Site and Corporate Program. (2014). Retrieved from HCA management personnel and retrieved at https://truecolorsintl.com/

Editor's Notes

  1. This is an informative in-service about effective communication.
  2. Joan Rivers had a famous line “Can we talk?” It is very true we can talk, and talk, and talk. However, is anyone listening and understanding? The importance of a team to communicate effectively and have successful outcomes involves knowing oneself, communication skills, and overcoming barriers to communicating.
  3. Results of the OR staff questionnaire from the first communications session were tallied in a table. The three concepts scoring the highest strongly agreed upon by the OR staff were communication begins with listening, involves trust, and can be improved with training and practice. These are the beginnings of effective communication skills combined with the skills of knowing oneself, enhanced listening skills, how to diffuse conflict, and the most important part—to practice, practice and more practice. The PowerPoint Presentation that follows will help with briefly introducing one to effective communication.
  4. As I mentioned, our combined IQ and technical skills account for only 15% of career success. The 85% for interpersonal skills such as getting along with others, dealing with conflict, and effectively communicating contributes the majority of skills necessary for career success (Cherry, K., 2014).
  5. The objectives for this presentation are as follows: define emotional intelligence, realize our TRUE Colours, and recognize barriers to communication.
  6. A simple definition of emotional intelligence is a measure of how successful one is at interpersonal interactions. This could be referred to as one’s “ability to perceive, control, evaluate, and express emotions” (Cherry, K., 2014, p. 1).
  7. The emotional response to communication is a learned response from our childhood, and community interactions. The response from actions reinforce certain behaviors. The current trend with family centered nursing gives insight into the communication patterns among family members. These are learned behaviors and may not be effective ways to communicate. Reducing aggression and changing behavior requires acknowledgement of failed communication scenarios and a belief alternatives are possible (McLaughlin, S., Pearce, R., & Trenoweth, S., 2013).
  8. The patterns one develops to avoid uncomfortable or conflicting communications are the barriers to avoid unpleasantness. Some behaviors and ways of thinking prevent one from realizing his or her self. It will take practice and reinforcement of positive interactions to be comfortable with effectively communicating. “Changing patterns of communication requires us to change the way we relate. We can’t change others” (Nichols, M. P., n.d., Ch. 3). The twisted thinking items mentioned are frequently used methods to discount the importance of sending and receiving effective messages (Edmonson Consulting Group, 2012).
  9. The practice of overcoming barriers with some communication skills and the self awareness through meditation or journaling will help to communicate effectively. The journey to self-awareness may begin with an understanding of personality types.
  10. True Colours is work done beginning with David Kiersy to refine the Meyers-Briggs Type Indicator (MBTI) into a simple entertaining identification system to better understand yourself and others (True Colours web site, 2014). Historically, humans have differentiated four personality types beginning as early as Hippocrates. The list of others include Carl Jung from 1875-1961, Briggs and Myers from 1875-1980, David Keirsy in 1978 with the book Please Understand Me, and Don Lowry in 1978 with the development of True Colours (True Colours web site, 2014).
  11. For each of the four True Colours there are factors that create stress; some of those are listed here. Remember self-awareness is a large part of effective communication.
  12. The EI and True Colours concepts identify the need to develop self-awareness. This can be done with reflection and journaling. How many keep a personal journal to review emotions and feelings from daily, weekly, or special activities? The next step is to understand the people and groups that we interact with at work or in our personal lives. Having a better understanding of how other react to situations prepare us to handle the interpersonal interaction. Sometimes conflict develops in an interpersonal scenario.
  13. Conflict is usually thought of as a negative issue. There can be learning experiences from conflict. When conflict is handled properly, one can learn more about others and improve relationships (Okafor, V. C., Osakinle, E. O., 2014). When handled poorly, the relationship can become hostile and aggressive. What are some ways to handle conflict? Individuals involved in a conversation may resolve conflict in the following ways: cooperate rather than compete, negotiate and trade-off when and where necessary, use clear language and words; be aware of hidden intentions and inflammatory words (Okafor, V. C., Osakinle, E. O., 2014).
  14. One may be a victim of the body’s internal reaction to external stimulus. The amygdala controls the fight or flight response many are familiar with from basic anatomy and physiology courses. This slide and handout detail one’s reactions to communication that may be ineffective or aggressive (Edmonson Consulting Group, 2012).
  15. There are ways to handle conflict in a calm civil manner. Two important things to remember is to avoid offensive language and be aware of your body language. Keeping an open stance and visual cues such as nods and eye contact shows one is paying attention to the speaker. Negative body language would be rolling one’s eyes or scowling or folding one’s arms tightly. Listening-talk technique ensures clarity and understanding with nods, or acknowledging what the speaker has said. Defusing technique is the acknowledgement that one may have behaved inappropriately. Ground rule technique cools off a heated conversation by “repeating what the other person said before stating your opinion” (Okafor, V. C., Osakinle, E. O., 2014, p. 330).
  16. A technique for analyzing a scenario is learning your ABCDE’ s (Edmonson Consulting Group, 2012). Included with the handouts are the five easy steps for this technique to help one analyze an upsetting situation. Notice step one begins with column C (the consequences to an interpersonal event), then A (the event that occurred), B (one’s own feelings about the event), D (vigorously assess the beliefs considering the questions listed on the handout), and E (has there been a shift in understanding of A? Any change in feelings and behavior?).
  17. Just like learning our ABCDE’s, one must learn to listen. “Listening requires effort” (Nichols, M. P., n.d, Ch. 4). Listening to obtain knowledge and be fully available to someone who is speaking is complicated by one’s own inner feelings and attitudes. Remember, one’s emotional legacy, like one’s ability to listen is a learned behavior. Emotions are reflected in the dialogue between individuals and disputes may arise when one does not actively listen. “Family and co-workers are the hardest to hear because we are closest to them” (Nichols, M. P., n.d, Ch. 6). Stop what you are doing, tune in to the other person, and set aside memory, desire, and judgment--- let go of control---and LISTEN. Responsive listening, like many of the effective communication skills discussed, takes practice. Listening gives one the opportunity to learn more self-awareness.
  18. The presentation included two ways to evaluate and recognize personality types for understanding interpersonal relations for effective communication. Many skills and techniques introduced can establish a plan of action to develop effective communications with co-workers, other departments, and management. Please consider YOUR design for enhancing interpersonal communications.
  19. Emotional Intelligence and True Colours are two ways to understand and recognize one’s personality type and reaction to interpersonal situations. The self-awareness is the first step to effective communications. The ways one communicates with body language, eye contact, choice of words and tone of voice are important for an understanding of how other’s perceive the message being delivered. These skills and mannerisms must be practiced and practiced to reinforce the effective communication between and among workers.
  20. Learning new skills for effective communication may feel unnatural. When you practice these skills and develop a style that fits your way of listening and responding with empathy and understanding then effective communication is occurring.
  21. The presentation defined Emotional Intelligence, detailed personality types with the TRUE Colours concepts, and brought awareness to barriers to effective communication.
  22. Does anyone have any questions, comments, or concerns?
  23. Some resources for one to test their Emotional Intelligence at no cost are these websites. Good luck!!
  24. These are the references for the citations in the speaker notes.
  25. These are the references for the citations in the speaker notes.
  26. These are the references for the citations in the speaker notes.