Transcript HERE - EAP Worklife Services

Communication Skills Seminar
Part I
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
1
Seminar Goals
1.
2.
3.
4.
5.
6.
7.
Define & Improve communication
Identify basic skills
Listening & responding skills
Inappropriate communication
Communicating personal & professional goals
Motivational communication
Action steps to improve communication to reach
your goals
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
2
Why Communicate?
1. To survive in the
ever-changing
world dependent
on connectivity.
2. Organizational
performance can
be measurably
improved by
communicating
effectively.
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
3
What is effective
communication?
Shared information
that leads to
understanding
and action toward
a specific goal.
“Do these men look
goal oriented?”
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
4
Basics of good communication
1. Purpose statement
2. Clarity of word
selection
3. Brevity
4. Request feedback
from listener(s)
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
5
Communication Blocks
1. Do you listen to people
with differing
backgrounds, views or
opinions?
2. Do you discount the
person?
3. Do you discount the
problem?
4. Do you discount solutions?
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
6
Inappropriate communication


Customer service is about
being mindful of what you
say and having good
boundaries.
Coworker loyalty is about
never blaming another
department or member of
your company.
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
7
Listening Skills
1. Information gathering
2. Remove pre-judgments
3. Remove distracting
thoughts
4. Remove distracting
feelings
5. Open up to others’ input
6. These require a strong
sense of Self.
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
8
4 Ways to Respond
 Respond with
1. Clarification
a)
b)
c)
d)
“Tell me more.”
“How can I help?”
“What do you want?”
“When is it due?”
2. Yes
3. No
4. I’ll think this through
and get back with
you.
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
9
Communication to
avoid at work
1.
2.
3.
4.
5.
6.
7.
8.
Gossip
Profanity
Pettiness
Inappropriate emails
Excessive socializing
Too much attitude
Being “too sensitive”
Other examples
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
10
Leaders Communicate to Motive
 Leaders lead, they do
not try to make
anyone do anything.
 Leaders communicate
to motivate,
encourage and invite
people to connect the
dots from their goals
to the organization’s
goals.
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
11
What are your personal goals?
 List and communicate 3
personal goals
 Examples




Health/fitness
Lifestyle
Marriage/Children
House
 Where do you see
yourself in 1-3 years?
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
12
What are your organization’s
goals?
 List and communicate 3
professional goals that
support the organization.
 Examples




Career advancement
Income
Work environment
Education
 Where do you see
yourself in 1-3 years?
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
13
Motivation to reach your goals
1. What will motivate you
to achieve your goals?
2. Who will motivate you?
3. When will you connect
with your motivators?
4. What will you do
during challenging &
difficult times?
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
14
Brick Walls & Icebergs
1. What brick walls or
icebergs have you
hit?
2. How have they
effected you?
3. What did you do
about it?
4. What are you doing
today as a result?
5. Who supports and
2009 Ken Scroggs, LPC,
encourages you? CopyrightLCSW,
LMFT, CEAP
15
What communication changes
will you make?
1. Be mindful of what
you say to others
2. Take time to resolve
conflicts quickly
3. Work better with
_________ (Who)
4. Complain less
5. Other important
actions I will take…
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
16
Action plan
 What will you do to
accomplish your
communication goals?
 Set a date?
 What resources will you
need?
 How will you manage
your motivation?
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
17
Coaching
1. Who will encourage you?
2. Who will help you stay on
track?
3. Who will offer directions?
4. Who will clarify
expectations?
5. Who will help you set higher
goals?
6. Who will be your coach?
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
18
EAP Works


Performance Coaching
Employee Assistance
Programs




Organizational Development


Counseling
Seminars
Critical Incident Stress
Debriefing, CISD
Evaluaiton & Consultation
Ken Scroggs, LPC, LPC, LMFT,
CEAP
770-449-1111
Copyright 2009 Ken Scroggs, LPC,
LCSW, LMFT, CEAP
19