Interpersonal Communication Skills Skills ( PDFDrive.com ).pdf - Command Control Interpersonal Communication Skills Instructor\u2019s Aid Importance of

Interpersonal Communication Skills Skills ( PDFDrive.com ).pdf

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Unformatted text preview: Command & Control Interpersonal Communication Skills Instructor’s Aid Importance of Communication Skills Objective Objective 11 WHY DOES IT MATTER? Importance of Communication Skills Objective Objective 11 One of the most important skills you can develop. Clear, open communications will mean success at every career level. Importance of Communication Skills Objective Objective 11 More effective on the job: Staff will have a better understanding of your wants and expectations. Better prepared to defuse tensions & control behavior. Importance of Communication Skills Objective Objective 11 More productive & satisfying relationships. Prevent misunderstandings that can lead to alienation or conflict. Better understanding of job requirements. Importance of Communication Skills Objective Objective 11 Most importantly…. Good Communication Skills Can Help You Stay Safe! Fundamentals of Communication Objective Objective 22 Two Fundamental Elements of Communication Fundamentals of Communication Objective Objective 22 Receiving And Sending Fundamentals of Communication Objective Objective 22 When we communicate: We either take information in or send it out. Most of the time, the two happen SIMULTANEOUSLY. Fundamentals of Communication Objective Objective 22 Because good communication skills are essential to safety & control We must constantly be aware of these two components Non-verbal Skills Objective Objective 33 Receiving Non-verbal Skills Objective Objective 33 Non-verbal Skills: The first step in receiving interpersonal communication is not what you hear, it’s what you SEE! Non-verbal Skills Objective Objective 33 Your visual impression of the other person, and their impression of you, Is critically important in establishing effective communications from the very beginning. Non-verbal Skills Objective Objective 33 There are Four Non-verbal communications skills Positioning Observing Posturing Listening Non-verbal Skills Objective Objective 33 Positioning: You should always physically position yourself in relationship to the individual or group so as to manage the situation effectively. Non-verbal Skills Objective Objective 33 Looking Directly: Means to look directly at the individual, group or area you are supervising or observing. Give the situation your full attention. Non-verbal Skills Objective Objective 33 Posturing: Like positioning, posturing also has three main components. Standing Erect Eliminating Distracting Behaviors Leaning Forward Non-verbal Skills Objective Objective 33 Standing Erect: The purpose of standing erect is to show your INTEREST & CONFIDENCE Non-verbal Skills Objective Objective 33 Eliminating Distracting Behaviors: Besides a commanding posture, you need to eliminate distracting behaviors. Nail biting, playing with hair or moustache, clicking pens, jingling keys or change, etc. Non-verbal Skills Objective Objective 33 Eliminating Distracting Behaviors: Remember: If you can’t stand steady, you may be perceived as nervous and less confident. A perception you definitely want to avoid. Non-verbal Skills Objective Objective 33 Leaning Forward: To complete your in-control posture, lean forward slightly. Indicates that you are attentive & focused. Also a sign of respect. Non-verbal Skills Objective Objective 33 Discussion: What are your DISTRACTING BEHAVIORS? How did you overcome them? Non-verbal Skills Objective Objective 33 Observing: Observing is the ability to notice and understand appearances, behavior, and the surrounding environment. Non-verbal Skills Objective Objective 33 Observing: Careful observation of staff as well as their environment, will provide important information about the staffs feeling and potential problems. Non-verbal Skills Objective Objective 33 Observing: Four steps to observing, Looking Carefully Making Inferences Normal or Abnormal Trouble or No Trouble Non-verbal Skills Objective Objective 33 Looking Carefully: Observing means looking carefully at appearance, behavior, and environment. Non-verbal Skills Objective Objective 33 Looking Carefully: These non-verbal cues may be important in helping you to interpret the verbal communications you receive. Non-verbal Skills Objective Objective 33 Making Inferences: Observing means to make inferences about a persons feelings, relationships, and energy levels. An inference is an evaluation based on visual evidence. Non-verbal Skills Objective Objective 33 Making Inferences: Through observation, you should try to detect energy levels. Example: You notice energy levels are escalating which could lead to an unpleasant interaction. Non-verbal Skills Objective Objective 33 Normal or Abnormal: During your observation, you need to decide if a situation is normal or abnormal. Abnormal means any behavior that is not routine or expected. Non-verbal Skills Objective Objective 33 Trouble or No Trouble: Finally, observing means deciding whether you have a trouble or no trouble situation. Flows logically from your knowledge of normal or abnormal. Non-verbal Skills Objective Objective 33 Listening: The final component of the non-verbal skills is listening. Contrary…., listening is not a passive skill, it is an active skill. Non-verbal Skills Objective Objective 33 Listening: Involves four actions, Suspending Judgment Picking Out Key Words Assessing Intensity Determining The Mood Non-verbal Skills Objective Objective 33 Suspending Judgment: To listen well, you should temporarily suspend your judgment about a person or situation. SOMETIMES DIFFICULT Non-verbal Skills Objective Objective 33 Suspending Judgment: Essential that we remain OPEN-MINDED while listening. SOMETIMES DIFFICULT Non-verbal Skills Objective Objective 33 Picking Out Key Words: While suspending judgment, try to pick out key words or phrases. May be indicators of future behavior. Non-verbal Skills Objective Objective 33 Picking Out Key Words: Most people talk about what is on their mind. So, if you hear words like “payback” or “getting even”… Non-verbal Skills Objective Objective 33 Assessing Intensity: Listening also means assessing the intensity of the words. Intensity will be indicated by volume or level of emotion. Non-verbal Skills Objective Objective 33 Assessing Intensity: When emotions run high, speech tends to get faster and louder. Non-verbal Skills Objective Objective 33 Determining the Mood: Effective listening also means determining the mood of the speaker, which can be positive, negative, or neutral. Mood Guides Response! Verbal Communications Skills Objective Objective 44 Sending Verbal Communications Skills Objective Objective 44 Verbal Assessing Skills: All of the skills have been non-verbal and involve deciding if things are okay or if there might be a problem. Verbal Communications Skills Objective Objective 44 Verbal Assessing Skills: Most of the time, more than just non-verbal information is needed to completely understand a situation. Verbal Communications Skills Objective Objective 44 Verbal Assessing Skills: We also need to rely on the other side of interpersonal communications…… The sending side. Verbal Communications Skills Objective Objective 44 Verbal Assessing Skills: While the next set of skills involve speaking, the goal is still to receive or gather more information. You will use verbal sending skills to assess a situation further. Verbal Communications Skills Objective Objective 44 Verbal Assessing Skills: There are two verbal assessing tools that you will want to develop…. Acknowledging & Asking Questions Verbal Communications Skills Objective Objective 44 Acknowledging: Means reflecting back to the speaker the content, the feeling, and the meaning of what is being communicated. Verbal Communications Skills Objective Objective 44 Acknowledging: Active listening and careful observing pays off because… Acknowledging requires you to reflect back what you have seen and heard. Verbal Communications Skills Objective Objective 44 Acknowledging: Simply restate in your own words what you have observed and what the speaker is saying. Paraphrase Verbal Communications Skills Objective Objective 44 Asking Questions: Comes into play when you need more information in order to evaluate the complete content, feeling, and meaning of what is being said. Verbal Communications Skills Objective Objective 44 Asking Questions: You may have to ask questions to get to the bottom of the problem or request. Dependant on the speakers ability to articulate clearly. Verbal Communications Skills Objective Objective 44 Asking Questions: Remember the 5 ‘W’s……. WHO WHEN WHAT WHY WHERE HOW Verbal Communications Skills Objective Objective 44 Asking Questions: Remember to continue your non-verbal skills while comparing the spoken word with the rest of your observations. Verbal Communications Skills Objective Objective 44 Asking Questions: The idea behind verbal assessing skills is to get a complete understanding not only of the words, but the complete content, feelings and meaning. Verbal Communications Skills Objective Objective 44 Getting Results: There are three kinds of results you will want from the subject you are communicating with, based on three kinds of interactions…… Verbal Communications Skills Objective Objective 44 Getting Results: They are Handling Request, Making Request of Them, and Reinforcing Behavior. Verbal Communications Skills Objective Objective 44 Getting Results: You want to reassure your subject that………………. You have heard their request and will act on it, Verbal Communications Skills Objective Objective 44 Getting Results: You will want to make request of them and expect them to be carried out, and You will want to reinforce the subjects behavior. Verbal Communications Skills Objective Objective 44 Getting Results: Praise or Reward positive behavior. Discourage or Hold subjects Accountable for negative behavior. Verbal Communications Skills Objective Objective 44 Handling Request: Handling Request requires just two steps……. Checking out the request and Responding with a reason for your decision. Verbal Communications Skills Objective Objective 44 Checking Out Request: Means deciding if the request is legitimate-is the subject leveling with you? If it is legitimate – is it within the parameters of the rules. Verbal Communications Skills Objective Objective 44 Checking Out Request: Once you have made both these determinations, Respond to the request and give a reason for your answer. Verbal Communications Skills Objective Objective 44 Responding With A Reason: After you have determined that the request is legitimate, only three choices you can make in response…… Verbal Communications Skills Objective Objective 44 Responding With A Reason: “Yes, because……………..,” “No, because……….…,” or “I’ll look into it, because...,” Verbal Communications Skills Objective Objective 44 Responding With A Reason: Giving a good, legitimate reason is not a sign of weakness. On the contrary, best way to prevent a problem from escalating. Verbal Communications Skills Objective Objective 44 Keeping Your Word: If you tell someone that you will find out about about something or that you will do something…… Do It and report back. Verbal Communications Skills Objective Objective 44 Keeping Your Word: Nothing will undermine your credibility quicker than not keeping your word. Verbal Communications Skills Objective Objective 44 Making Request: Two kinds of request: Polite Request Direct Request - orders Verbal Communications Skills Objective Objective 44 Polite Request: You should use mild or polite request as much as possible. Why? CONVEYS RESPECT Verbal Communications Skills Objective Objective 44 Direct Request: Sometimes being polite doesn’t work! Problem with direct request is that your options are limited. Verbal Communications Skills Objective Objective 44 Making Request: Two steps to both types of request. Assessing the Situation Taking Action Verbal Communications Skills Objective Objective 44 Making Request: Use your observation skills to check out the subject and the environment before you make a request. FACE SAVING Verbal Communications Skills Objective Objective 44 Making Request: Request are most effective when they are NOT followed by threats or implied consequences. Respond to content & feeling Verbal Communications Skills Objective Objective 44 Reinforcing Behavior: Specifically, reinforce or reward positive behavior Discipline or discourage negative behavior. Verbal Communications Skills Objective Objective 44 Positive Reinforcement: Means strong, emphatic and immediate statements, and non-verbal expressions, of approval, support and agreement with what has been said or done. Verbal Communications Skills Objective Objective 44 Positive Reinforcement: Should be intense enough to distinguish it from your normal level of concern or interest. Verbal Communications Skills Objective Objective 44 Negative Reinforcement: Discouraging negative behavior is the other side of the response coin! Use disapproving statements or the certainty of consequences to sanction inappropriate behavior. Verbal Communications Skills Objective Objective 44 Negative Reinforcement: Remember: Verbal and non-verbal responses should be strong, emphatic, and immediate. Verbal Communications Skills Objective Objective 44 Negative Reinforcement: As soon as behavior changes to positive, reward it with positive reinforcement. Verbal Communications Skills Objective Objective 44 Depersonalizing Conflict: First depersonalize conflict between you and the subject. Simply enforcing the rules, regulations or the law. “It’s nothing personal” Verbal Communications Skills Objective Objective 44 Personalize Cooperation: Approach each subject with an expectation of cooperation built on mutual respect, Rather than an expectation of conflict based on suspicion or pre-judgment. Verbal Communications Skills Objective Objective 44 Personalize Cooperation: When you get positive behavior, personalize your positive reinforcement. Hendley, I really liked the way you talked to Johnson. Verbal Communications Skills Objective Objective 44 Present Choices: To help an individual toward more socially acceptable behavior is to help them take responsibility for their own actions by presenting choices. Verbal Communications Skills Objective Objective 44 Present Choices: Offer the choice to cooperate or take the consequences that go with their actions. “It’s up to you” Verbal Communications Skills Objective Objective 44 Present Choices: Caution them not to make it personal by making it a winlose situation. It’s not, “do this or you’re going to lose privileges.” Verbal Communications Skills Objective Objective 44 Present Choices: Instead, it should be presented as an opportunity for a win-win. “Sam, it’s time to clean up your cell so you can earn your hygiene points.” “It’s up to you” ...
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  • Fall '14
  • Hendley

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