Transcript Communicating as a GAL

HUH?!? WHAT?!?
Techniques and tips to
communicate and negotiate
effectively as a GAL
Communication Basics
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What types of communication do
we use on a daily basis?
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What type do you prefer? Why?
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Activity!
Communication Basics
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Who do you communicate with as a GAL?
Building relationships through respect and
credibility
Good communication requires selfawareness, sensitivity, and skills
Non-verbal cues and active listening
Communicating Effectively
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Children
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Trust
Rapport
A story of success?
A story of struggle?
How have you developed trust
respect and credibility?
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Every child is different!
Communicating with Professionals
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Understand the different roles
Professionalism
How do you build trust and respect
as a GAL with a professional?
Getting a call back
Communicating Effectively
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“Turf” issues
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Everyone has an identity
SWs feel blamed or
criticized personally
when we ask for services
or call attention to delay
When identities are
threatened, it can be
difficult to communicate
and negotiate.
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What to do
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Separate the person from the
problem
Avoid triggering defensive
responses
Be aware of our own
defensive responses
Use “I” statements
Tone, voice, body
language…be congruent!
Negotiations/Dealing with Conflict
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Take the test…what is your preference?
Competitive Style
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The issue is important to you and you must get
your way
You feel confident you will win because you have
the power or position to do so
Very assertive and aggressive
Satisfy your concern at the expense of others
May exploit the other part’s weakness in
negotiation
Negotiations/Dealing with Conflict
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The Avoidant Style
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You are in a no-win situation or tensions are too high
and you feel a need to cool down
You don’t have enough information and have the
option of waiting
You believe the situation will resolve itself in time
You don’t attempt to satisfy your own or the other’s
concerns
Negotiations/Dealing with Conflict
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The Accommodative Style
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It is more important to maintain a relationship
than to get the decision
You wan to keep peace and harmony
The outcome is more important to the other
person
You work cooperatively with others without trying
to assert your own concerns
You try to help the other party even if it means
giving up your own needs
Negotiations/Dealing with Conflict
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The Compromising Style
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Neither party has the energy
You have mutually exclusive goals
You would rather have something than nothing at
all
Emphasis not on win-win, but rather on getting at
least something out of it
Give and take
Negotiations/Dealing with Conflict
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The Collaborative Style
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Parties are clear about the problem and what they
want
Parties are willing to work together as equals
The issues are important to all parties and no one is
wiling to let go entirely
Win-win
Search for new alternatives, build trust, relationship
grows
More complicated and takes longer, results are good
Principled Negotiation
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Separate the people from the problem
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Focus on interest, not positions
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Ask, “why is that position important?”
Generate a variety of possibilities before deciding
what to do
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Listen 80% of the time, talk 20%
Be open to options and brainstorming
Ensure that the results are based on an objective
standard
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There should be some measure of success
Communicating to Conquer Conflict
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Pay attention to non-verbal cues that suggest a
discrepancy…bring them out in the open
Watch for hidden or incorrect assumptions- yours or theirs
Have open channels of communication- say what you feel
diplomatically and offer that chance to them
Be clear, ask for clarification, make sure everyone understands
Learn to listen well. Show interest, concern, empathy, and
respect. Use reflective statements to show them you’ve
listened!
Express yourself in a non-threatening way using “I” statements
while avoiding “you” statements
Take Aways
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Respect and credibility will determine if your
commutation is receive the way you intend it
Be self-aware…know how you communicate
in all manners and don’t be afraid to change
Rapport and trust with children will only be
built through communication and consistency
Use different styles of conflict resolution!
Questions and Comments