Transcript Communicating About Performance

Professional
Communication
- VISTA Early Service Training August 20, 2013
Agenda
1. Do’s & Don’t’s (small group) – 25 min
2. “On the Level” Communication – 30 min
3. Reflection / Inquiry / Advocacy (RIA)
& Johari Window – 25 min
4. Questions – 10 min
Do’s & Don’t’s
(small groups – see handout in workshop)
a)
b)
c)
d)
e)
f)
g)
Being a Public Spokesperson
Email Protocol
Social Media Protocol
Interacting with Your Supervisor
Communication Styles
Intergenerational Differences
Intercultural Communication
“On-The-Level” Communication
by McLagan & Krembs, Berrett-Koehler Publications, 1995
Stating honestly
and openly what
you know, think,
feel or need
Identifying what you
want to accomplish
and adjusting actions
and words as needed
to reach desired
outcomes
Directness
Respect
Purpose
Shared
Responsibility
Treating others
with dignity and
consideration for
their thoughts,
feelings, and
opinions
Ensuring two-way
communication
that focuses on
achieving positive,
mutually satisfying
results
Another View of O-T-L
Purpose
6 Communication Skills
Receptive Skills
Observing
Listening
Empathizing
Expressive Skills
Questioning
Describing
Concluding
The “Observing Participant”
•
Consciously being an Observing Participant
helps you stay aware of what’s happening in a
conversation while it’s going on, so that you
can:
1. Remind yourself about the purpose of the
interaction and then
2. choose the best communication skill(s) to keep
the discussion on track.
Giving & Receiving Feedback:
Common Problems
“Sender” mistakes
“Receiver” mistakes
• Vagueness
• Shutting Down
• Anticipation
• Expecting the worst
• Counterattacking
• Passiveness
Cross-purposes in delivering feedback
High
Buries the
message
“On The
Level”
Respect
for
feelings
Creates
defensiveness
Low
High
Directness
Delivering & Digesting
Challenging Messages
1.
2.
3.
4.
5.
6.
Don’t wait. Discuss problems before they become
crises.
Define your view of the problem or relationship
before discussing it.
When receiving a tough message, focus on active
listening.
Consciously use your “Observing Participant”.
Focus the discussion on the problem, not the
person.
Make sure both sides are involved in developing
an action plan.
“On-The-Level” Communication
Stating honestly
and openly what
you know, think,
feel or need
Identifying what you
want to accomplish
and adjusting actions
and words as needed
to reach desired
outcomes
Directness
Respect
Purpose
Shared
Responsibility
Treating others
with dignity and
consideration for
their thoughts,
feelings, and
opinions
Ensuring two-way
communication
that focuses on
achieving positive,
mutually satisfying
results
Johari Window
(individual work– see handout in workshop)
• Reflection (Think)
• The process of listening and reflecting about topics, issues or
situations prior to reacting.
• Inquiry (Get Curious)
• The process of asking questions and probing for information and
clarity in a curious, open way.
• Advocacy (Pose Your Point-of-View)
• The process of stating a point-of-view in a way that is clear and
invites comments and input.
Conclusion
•
•
•
•
•
•
Best practices guidelines (do’s & don’t’s)
Four principles of On-The-Level
6 Communication Skills
The “Observing Participant”
Johari Window / RIA
Practice!
Questions?