Effective Workplace Communication
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Dr. Colleen Fairbanks is a licensed clinical health psychologist who specializes in areas like happiness, positive psychology, and mindfulness. She has experience working with both individuals and organizations to help them improve their overall health and wellbeing. This document outlines her objectives and strategies for a workshop on effective workplace communication, including active listening, assertive communication, and self-regulation techniques.
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1) Good workplace communication requires clear information, honesty, integrating verbal and non-verbal cues, listening, asking questions, and involvement in difficult conversations.
2) When communicating with supervisors about negative topics like needing time off for family issues, remain calm and work to find compromises. Explain the situation clearly while maintaining a respectful tone and body language.
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1) Good workplace communication requires clear information, honesty, integrating verbal and non-verbal cues, listening, asking questions, and involvement in difficult conversations.
2) When communicating with supervisors about negative topics like needing time off for family issues, remain calm and work to find compromises. Explain the situation clearly while maintaining a respectful tone and body language.
3) Phone skills in the workplace require listening attentively, speaking politely and clearly, and remembering you are talking to people, not machines. Good phone communication can help you succeed in stressful situations.
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1. Process barriers that involve all components of the communication model.
2. Personal barriers that relate to an individual's communication competence and interactions with others.
3. Physical barriers pertaining to distance between communicators.
4. Semantic barriers regarding different understandings and interpretations of words used.
The most difficult barrier to deal with is filtering, where a sender manipulates information to be seen more favorably by the receiver.
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1) The communication process involves a source, message, encoding, channel, decoding, receiver, feedback, and context. Barriers can occur at each stage.
2) Elements of communication include tone of voice, body language, and words. Tone of voice and body language account for over 50% of the message.
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This document provides an overview of effective communication. It defines communication and lists its key characteristics. It discusses the communication process and barriers that can interfere with effective transmission of messages. It emphasizes the importance of active listening and provides tips to improve verbal and non-verbal communication skills. The 7Cs of effective communication are outlined as clear, concise, concrete, correct, considerate, complete and courteous. Various communication channels and styles are described. Barriers to communication and how to improve existing communication levels are discussed. The importance of body language and its role in successful workplace interactions are also highlighted.
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2) Elements of communication include tone of voice, body language, and words. Tone of voice and body language account for over 50% of the message.
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This document discusses the importance of succession planning for organizations. It notes that without succession planning, planned or unexpected vacancies can weaken programs and services. It also warns of the impending "Silver Tsunami" of baby boomer retirements that will result in loss of years of institutional knowledge. The document advocates developing a talent bench through training and cross-training current employees so that they are prepared to seamlessly transition into new roles as needed. It provides steps for identifying critical roles and potential successors, assessing employees' skills and readiness, and using both on-the-job and formal training to develop talent from within.
Busy is Not Productive
Being busy does not necessarily mean being productive. The document discusses prioritizing tasks, focusing on important rather than urgent activities, and implementing productivity tools. It suggests defining priorities, vision, and goals, and implementing one change over 30 days while anticipating challenges to increased productivity rather than busyness. Exercises encourage reflection on priorities, productivity vision, tools, and specific changes to test.
Detours on the Leadership Path
This document discusses how to overcome obstacles and setbacks in one's career as a leader. It suggests that minor issues like poor evaluations or failed projects can be addressed by listening to constructive criticism and making positive changes. Major issues like losing one's job can result in shock, anger, and depression, but it is important to take stock, rediscover one's passions, and get back on track by applying for new opportunities and being honest about past experiences. The key lessons are to take responsibility, learn from mistakes, stay engaged in one's field, and maintain one's integrity, strengths, and reputation despite any detours along the leadership path.
Customer Service and Leadership Initiative - Chicago Park District
This document outlines a customer service and leadership initiative for the Chicago Park District. It discusses conducting an initial needs assessment through surveys and focus groups, identifying common themes around culture, language, and employee recognition. A timeline is provided for developing the initiative through discovery, content and training strategy development, and deployment. Research from other organizations is presented, along with an overview of customer journey mapping and internal branding. The document concludes by outlining implementation and goals accomplished so far, including training modules and moving training online.
Parking Communication and Way Finding Proposal 2020
The document proposes a plan to improve coastal access in La Jolla through better parking education, wayfinding, and management. Key aspects of the plan include:
1) Creating print and digital materials like maps, apps, and signs to educate visitors about ample off-street parking options and direct them to parking facilities and coastal amenities.
2) Improving signs and wayfinding to make public transportation, parking facilities, and points of interest easier for visitors to navigate to.
3) Replacing an existing merchant parking discount program to encourage use of off-street parking by negotiating direct billing between merchants and parking vendors.
Innovations in Integrating Quality of Life Elements - 2020
This document summarizes an webinar on how parks and recreation agencies can integrate quality of life elements. It discusses how parks and recreation can address current challenges and provide crucial health opportunities. Specific innovations discussed include preventing health issues, addressing social and mental health needs, homelessness, transportation, resiliency, stormwater management, and overall public health. The webinar advocates for a systematic approach involving stakeholders, data collection, identifying gaps, and creating an action plan. Key opportunities for parks and recreation include wellness hubs, improved active transportation, better nutrition, and increased social equity.
Let's Get Honest About Diversity!
The document discusses managing diversity in the workplace. It provides steps for agencies to manage diversity, including confirming equal personnel policies, hiring a diverse workforce based on qualifications, encouraging diverse work groups, and hosting trainings on diversity. It also discusses examining policies for differential impacts and ensuring opportunities are accessible to all. Managing diversity requires understanding concepts, recognizing it touches all management aspects, and challenging practices that present barriers. The document stresses treating others as they want to be treated.
Social Media Strategies and Fixes
Aamir Anees Munshi, MBA, University of San Diego
Jodi Rudick, La Jolla Village Merchants Association
Illinois Park and Recreation Association Skills Development Webinar Series
Constructing the Innovation Equation
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
Branding as a Business Tool
This document discusses branding for parks and recreation agencies. It defines what branding is, which is the ability to influence public perception and behavior through creating emotional attachments to an agency's offerings. Strong branding has several benefits, such as making marketing easier and commanding premium pricing. The document provides tips for agencies to identify their brand through their mission and values, build a brand identity with elements like logos and color schemes, and train staff to consistently convey the brand promise in all interactions. The goal of an effective branding strategy is to clearly communicate an agency's purpose and offerings in a memorable, focused way that resonates with customers.
Awesome Apps and Cool Tech Tools
The document provides an overview of various digital marketing and productivity tools for non-profits. It discusses tools from Google like Google Scholar, Google Trends, Google Alerts, and Google Ad Grants. It also covers social media management tools like Buffer, Hootsuite, and ShortStack. Other sections discuss tools for content creation and sharing like Animoto, Canva, and SlideShare. Customer feedback tools mentioned include Survey Monkey, Polls Everywhere, and reviewing customer feedback on sites like Yelp.
Finding the Courage to Change tracy crawford
This webinar discussed finding the courage to change at three levels: personal, agency, and organizational. At the personal level, the webinar identified different types of change and common reasons why people resist change. It provided worksheets to help participants identify a needed personal change and create an action plan. At the agency level, the webinar discussed how different employees react to change and how to lead a team through change. Worksheets helped identify an agency change and plan. Finally, at the organizational level, the webinar covered prerequisites for change, theories of organizational change, and Kotter's 8 step process for managing organizational change through establishing urgency, empowering employees, and incorporating change into the culture.
How to Win the Revenue Game
The document discusses strategies for non-profit organizations to successfully generate revenue through corporate sponsorship. It defines corporate sponsorship as companies paying to associate with events. It provides dos and don'ts for sponsorship, such as believing in the value you offer but not being desperate. It also discusses assessing an organization's assets, packaging those assets to sponsors, focusing on benefits over features in sales, and maintaining the revenue pipeline from traditional to alternative sources.
Planning for Quality of Life 2019
This document summarizes Teresa Penbrooke's presentation on innovative planning tools and methods for parks and recreation agencies to help provide quality of life in their communities. It discusses how parks and recreation can improve public health and quality of life through factors like increasing physical activity, access to nature, and social benefits. It then outlines evidence-based planning models including conducting statistically valid citizen surveys, inventory and level of service analyses, and identifying gaps. Key elements of a departmental action plan are presented, including master planning, financial assessments, prioritizing recommendations, and an ongoing evaluation process. The goal is for agencies to systematically assess community needs and implement sustainable services, facilities, and policies to maximize benefits to residents.
Customer Service Culture
This document outlines a customer service and leadership initiative for a park district. It includes:
- An agenda for a presentation on the initiative with presenters from the park district and a consulting firm.
- A timeline and approach for developing a customized customer service program including conducting a needs assessment, researching best practices, developing training content and strategy, and ensuring sustainability.
- Key themes from research on customer service best practices from various companies.
- Results from a customer service survey conducted by the park district to assess needs and opportunities.
- Examples of how customer journey mapping was used to improve the customer experience.
- Plans to brand and communicate the initiative internally and develop a three-module training program
Public Speaking Like a Pro
The document provides tips for public speaking effectively to different audiences. It discusses preparing for different formats such as speaking to parents, giving educational sessions, or keynote addresses. The document emphasizes the importance of knowing your audience, practicing, managing nerves, using body language, and incorporating stories and examples. It encourages adapting techniques based on the speaking context and audience.
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Customer Service and Leadership Initiative - Chicago Park District
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Effective Workplace Communication
- 1. Effective Workplace Communication Dr. Colleen Fairbanks Licensed Clinical Health Psychologist
- 2. Dr. Fairbanks is a psychologist, public speaker, health coach, and wellness consultant. She is an expert in human behavior and health optimization. Her compelling behavior change work spans the government and private sectors. She was invited to share her expertise at the University of Illinois at Chicago, Department of Veteran Affairs, Rush University Medical Center, the American Heart Association, the Kennedy Foundation, Fox Entertainment Group, and the Illinois Parks and Recreation Association, among others. Areas of specialization include happiness, positive psychology, motivational interviewing, behavior change, and mindfulness. She has extensive experience, both as a practitioner and instructor, in understanding the mind- body connection, the interplay between physical and emotional health issues. Dr. Fairbanks passion is working with organizations and individuals to find purpose, break free from living on autopilot, and improve overall health and wellbeing. Dr. Colleen Fairbanks Licensed Clinical Health Psychologist DrColleenFairbanks@gmail.co m
- 3. OBJECTIVES • We will discuss ways to improve your communication by understanding and utilizing: • Active Listening • Assertive Communication • Self-Regulation Strategies
- 6. Active Listening Remember, people like you better when they are talking.
- 8. WHY IS ACTIVE LISTENING IMPORTANT? (Thomas Gordon, 1970) 1. What Speaker Means 2. What Speaker Says 3. What Listener Hears 4. What Listener Thinks Speaker Means
- 9. REFLECTIVE LISTENING Is a process of… - Hearing what the speaker is saying, - Making a “guess” at what he/she means, - Verbalizing this “guess” in the form of a statement. Purpose: to check out and convey your understanding of what the person is trying to communicate.
- 10. REFLECTIONS Listen for the basic message: Consider speaker’s content/feeling/meaning Restate what you have been told in simple terms. Always be non-directive and non- judgmental. Keep your own emotion out of it Reason is to understand, not to blame
- 12. OPEN ENDED QUESTIONS • What would you like to make sure we take care of today? • What else? • What are your concerns? • What is most important for us to work on? • What would you like to change? • Where would you like to start? • What do you believe will happen if we continue on our current path? • Given your background, what would you recommend we do? • Things are changing in our industry. What do we need to do differently to stay competitive? • What solution do you think will work best for us in this situation?
- 13. What were you thinking when you made that decision? Why did this happen? I thought you knew better than that.” Do you think it might have been a good idea to consult with me before taking action? Why can’t you keep up?
- 15. Assertive Communication Assertiveness is not aggressiveness
- 16. DIFFICULT CONVERSATIONS • Preparation • Avoid gossip • Manage boundaries
- 17. MAKE YOUR THOUGHTS KNOWN • No one can read minds • Build confidence • Clearly state your expectations and needs
- 19. Self-Regulation Keep yourself in check
- 20. MONITOR YOURSELF Internal signals Manage your schedule Personalize Start the day off right
- 21. UH OH! DAMAGE CONTROL: OWN IT WORK ON IT
- 23. • Utilize the power of listening to improve your communication • Assertiveness has it’s place in healthy communication • Keep a check on yourself
- 24. Please contact Dr. Fairbanks with any questions related to the topics presented in this webinar. DrColleenFairbanks@gmail.com 630-903-3854