1 A WorkLife4You Guide Communication Skills for Healthy Relationships Communication is vital in creating and maintaining a relationship, whether it be an intimate relationship such as with a partner, child, or friend or a professional relationship such as with a co-worker, supervisor, or client. Your communication skills affect how you solve problems, how you resolve conflict, and the level of trust you generate in your relationships. A lack of communication may result in confusion, misunderstandings, and the development of poor communication patterns. This guide provides strategies to help you foster effective communication skills. Barriers to Effective Communication Barriers to communication are things that prevent people from understanding a message, or understanding it the same way. Some common barriers to communication include: Poor listening skills. Many people consider speaking the most important element of communication. However, good listening skills are critical to effective communication. They help you better understand the information other people are trying to convey, improve your rapport with others, and improve your problem solving skills. Language barriers. The words you use to communicate may create a barrier to communication. This can be as basic as communicating with someone who doesn t speak the same language, or a subtle as interpreting the words you use in a different way. It can also include poor use of language by the communicator (e.g., using words incorrectly, poor grammar), a lack of understanding of the language or context (e.g., a non-technical person trying to communicate about a technical issue), using colloquialisms or jargon, using ambiguous word choices, etc. Emotional barriers. There is a greater potential for misunderstanding when emotions are involved. For example, a sender who is upset or angry may not be able to effectively communicate his or her feelings and ideas. A receiver in a similar state may ignore or distort what the other person is saying. Environmental barriers. This can include a number of factors including, interruptions, distractions, physical environment issues (lighting, noise, comfort), talking too softly, physical distance, a physical barrier between sender and recipient, etc. Timing barriers. The timing of a communication can affect it s ability to be understood. For example, there may not be enough time to communicate the message fully, or it may be too early or too late in the day for someone to give the communication his or her full attention. Perceptual barriers. Each person experiences events including communications in a way that is unique to him or her. A sender will communicate in a way that makes sense in his or her reality. A receiver understands a communication in a similar manner. However, these two realities may not be the same, so the message may be perceived differently, hindering communication. Variables including age, education, gender, social and economic status, cultural background, temperament, health, religion, political beliefs, etc. can alter perceptions and create barriers to communication.
2 Filtering. Think of the child s game of telephone, where a message is passed from one person to another. In most cases, the message, as finally received, is very different from the one that was originally sent. That is filtering. Filtering occurs in a variety of ways that can be a barrier to effective communication, for example, when an assistant, co-worker or spouse takes a message on your behalf, how someone leaves a message on an answering machine, etc. Listening Listening involves hearing and paying attention to the speaker. However, hearing and effective listening are very different abilities. Consider the following tips to help you become a more effective listener: Clear your mind to avoid wandering mentally. Your internal dialogue deciding what you want to say, reacting to something the other person said, other issues that may be on you mind can distract you from actively listening to the other person. Focus on what the other person is saying. Give the other person your full attention and listen carefully to what he or she is saying. Think of this as a opportunity to learn something about the other person. Don t interrupt. Allow the other person to talk without interruption until he or she gets to the point. Use body language to indicate your interest and attention, and encourage the other person to speak: Keep up good eye contact. Lean forward, nod your head, make encouraging gestures. Keep your body relaxed, open and focused on the speaker. Avoid crossed arms and legs, clenched fists, turning the eyes/head/body away or being easily distracted; this indicates disinterest or opposition. Avoid distracting behaviors, such as playing with a pencil, drumming your fingers, jingling change in your pocket, etc. These make it difficult for you to listen and distract the speaker. Use acknowledging responses such as uh-huh, I see, you don t say, okay, etc. These encourage the other person to speak and show that you are interested in what he or she is saying. Paraphrase what you believe the other person has said. This will indicate that you have been listening, and ensure that your understanding is accurate. At the end of the conversation you may wish to summarize the discussion, as well. Ask questions. Don t interrupt, but at an opportune time clarify anything that seems unclear to you. Pay attention to the speaker s nonverbal messages, by observing tone of voice and body language. This can give clues as to what the other person is thinking and feeling and how he or she is responding to what you say. Respond constructively. Let the other person know you value what he or she is saying, even if you don t agree. Try to avoid responding negatively or directively, for example criticizing, ridiculing, dismissing, diverting (talking about yourself rather than about what the other person has said) or rejecting the other person or what they are saying. Respond appropriately. Make sure you clearly understand what the other person wants from you and respond appropriately. If you aren t certain what the other person wants, ask for clarification. Try to avoid giving unwanted diagnosis, advice or direction unless the person specifically requests it from you. For example, if a friend or co-worker simply wants to vent about an incident that frustrated him, he may not appreciate you giving unwanted advice about how you feel he or she should have handled the situation.
3 Speaking The goal in speaking is to convey a message to another person so that the other person understands it exactly as you intended it. The following strategies can help you sharpen your verbal communication skills. Make certain you have the other person s attention. When you have something important to say to somebody, make sure you have his or her attention (call him or her by name, make eye contact) before you begin talking. Be organized. Have an objective and structure your speaking towards that goal. Think before you speak and present your thoughts/information in an organized manner. Use I phrases such as I feel..., I need..., or I would like... as opposed to you did..., you are... I statements focus on your feelings, are less accusatory, create less defensiveness, and help the other person understand your point of view rather than feeling attacked. Speak so the listener will understand. Avoid jargon, colloquialism, overcomplicated terminology, etc. Speak in a way that is appropriate for the age, sex and emotional state of the other person. Encourage open-ended conversation. Use open-ended questions that promote a response, such as tell me about how do you feel about... Avoid questions that encourage a one word answer. Be open. Share your feelings truthfully but respectfully. Approach the discussion as an opportunity for the other person to learn something about you. Be specific and objective. Identify the specific issue at hand and how it makes you feel. Avoid generalizing statements such as always, ever or never. Stick to the subject; try not to digress into broad personality issues or revive past issues. Be positive. Focus on the other person s positive points. Be specific, generous and public with your praise. Make sure that positive feedback outweighs criticism. Respond, but don t react. Be respectful, calm and positive. If the discussion is escalating into anger, take a short break from it. Agree on a set time to resume the discussion and be sure that you do. Ask for a summary. Find a polite way of ensuring that people have understood you. Could you summarize what we ve discussed to make sure we are on the same page? Could you review the major deliverables to make sure that I m going in the right direction. Try to resolve conflicts, not to win them. If you are unable to initially come to an agreement, take a break and set a time to try again. Try to develop a solution to the problem but remember, occassionally you may have to agree to disagree. Assertive Communication Assertive communication is an communication style that is built on mutual respect. Communicating assertively means that you speak up for yourself, while respecting the right of others to do the same. Being assertive demonstrates self-respect because you are willing to stand up for your rights and interests, and express your thoughts and feelings. It also demonstrates that you are sensitive to the rights of others and willing to work constructively to reach a mutually agreeable outcome. Assertiveness is sometimes confused with agression. Assertive behavior promotes mutual respect and results in trust, acceptance and cooperation. Aggressive behavior promotes self interest at the expense of others and results in hostility, mistrust, disrespect and obstructiveness.
4 Being assertive enables you to: Act in your own best interests including refusing a request Stand up for yourself by clearly expressing your rights, interests, thoughts, feelings and personal boundaries Demonstrate self-respect by exercising your rights and expecting respect from others Demonstrate respect for others by considering their needs and rights including the right to refuse a request Develop and expect trust and equality in relationships Negotiate to a mutually acceptable compromise Assertive communication includes both verbal and non-verbal communications. The following tips can help you communicate assertively. Use confident, positive body language. Make eye contact, smile, maintain an upright, relaxed, open posture and use smooth movements. Verbalize a clear, confident message. Use I statements, be specific, be objective, be positive, be calm, be consistent Learn to say no. Use the word no and offer an explanation if you choose to. Do not apologize and do not make up excuses. Use a firm, pleasant, clear and audible tone of voice. State the issue and the outcome you would like to achieve. Stay focused, don t digress or allow the other person to deflect you by digressing into other issues, blame or judgment. Validate the other person s feelings and issues. Summarize or restate the other person s point of view. Assertive communication is a learned skill. The more you practice it, the easier it will become and the better you will be at it. Communicating About Tough Issues Effective communication skills are particularly critical when dealing with difficult issues. Consider the following strategies for communicating about tough issues. Talk early. People especially children often become aware of an issue sooner than you think. By dealing with an issue sooner rather than later, it is easier to maintain your objectivity and selfcontrol, prevent the issue from escalating, and avoid frustration, stress, and misinformation. Talk privately. Set up a time to talk in a private place, where you won t be overheard or interrupted. Initiate the conversation. You may need to be the one to start the conversation. This can be uncomfortable for many people. Consider saying something such as I d like to get your input on something that I think will help us work together more effectively, or I need your help with something. Can we talk about it (soon)? Think ahead of time about what you want to say and how you want to say it. Be specific about what the issue is and give concrete examples of things you have observed and the impact they have had. If you feel uncomfortable discussing an issue, you may want to practice what you would like to say ahead of time or even role play the conversation with a trusted friend or colleague. Explore the other person s thoughts, feelings and beliefs. This will help you understand how the other person perceives the issue, which can help you address your concerns in a way that takes into account his or her perspective. In addition, allowing the other person to express his or her point of view and be heard will help him or her feel valued, reduce feelings of defensiveness, and encourage the other person to reciprocate by being open to hearing what you have to say.
5 Talk about your own feelings and be personal. Statements such as, I m worried or concerned, I would like and I feel, can ease tension and help the other person learn more about your point of view. Be open. It is critical to develop a relationship in which the other person feels comfortable expressing his or her feelings and concerns and asking questions freely. Tailor the message. Different people need different information, have different sensitivities and require a different vocabulary. In most cases, however, it s usually best to keep explanations short, simple and straightforward. Be encouraging, supportive and positive. Don t try to avoid topics because you are uncomfortable, unsure of the answer or don t have time to discuss them. If you can t address a question or if you don t have an answer, be honest about it, but say you ll try to find out, and make certain to follow through. Listen. Listening, and responding to what the other person is saying, can help you get a feel for what he or she thinks or feels about an issue, what he or she knows and can be a path to discussion. Be honest. Give straightforward and honest information and address all the issues. Honesty builds trust. Avoidance, in whole or in part, may lead to continued or escalated problems or to the person having to seek information elsewhere and being misinformed. You don t have to give every single detail, but cover the important points. Be patient. Allow the other person to set a pace that s comfortable for him or her, formulate his or her thoughts and put those thoughts into words. In some cases, the other person may need some time to absorb and reflect on what he or she has learned. In this case you may need to continue the discussion later and address any lingering questions or issues. Be prepared for a negative response. Remember that the issue may be difficult for the other person to deal with. You cannot control the other person s reactions, but you can anticipate them, and be emotionally ready. Take a step back. If the discussion is escalating into hostility, take a short break from it. Agree on a set time to resume the discussion and be sure that you do. Developing Opportunities for Face-to- Face Communication Finding opportunities for in-person communication can be a challenge. In some cases, however, it is important to set aside quality, face-to-face time together to promote communication. Consider the following: Be available. Keep the lines of communication open. Make sure those who may need to contact you know how to reach you, e.g. work phone, cell phone, etc. When you are together take time out to talk, ask questions and have meaningful conversations. Make a commitment to your relationships. Make your relationships a priority. A relationship is a work in progress. It needs attention and effort to grow. No matter how busy you are, make time to spend quality time together, even if you have to schedule specific time slots on your calendars. Build structure. Part of being able to communicate effectively is making time for meaningful conversations in a setting free of distractions. Schedule time for face-to-face communication. Set a regular weekly meeting to catch-up and discuss any issues that have arisen. Consider making at least one dinner a week mandatory for all family members, allowing no telephone interruptions or visits from friends. This gives family members a chance to talk about what s going on and to focus on each other.
6 Seize the moment. Catch up with whenever you have an opportunity, though this may require some spontaneity. Being in a car together is almost always a good chance to talk; ordering a pizza to share when you have a quiet night at home is another way to catch up. Eliminate distractions. Cutting down on distractions, such as the computer, the phone, radio and television, sets the stage for conversation. Try not to bury yourself in , the paper or a book when it s possible to have real communication. Reschedule and follow through. If someone wants to discuss something at a time when you can t give your full attention, explain why you can t talk, set a time to talk later, and then carry through.
8 This publication is for general informational purposes only and is not intended to provide any reader with specific authority, advice or recommendations. Copyright 2011 LifeCare, Inc. All rights reserved. LifeCare, Inc. is the worldwide provider of Life Event Management Services #7378_CommunicationSkillsforHealthyRelationships_FOH_0511
LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
Benefits of this chapter Many think that negotiation is reserved for high-powered executives or lawyers sitting in the board room figuring out what big decision to make next. But the truth is, professionals
Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable
Verbal Communication II Course Health Science Unit II Communication Essential Question How does the communication process affect health care delivery? TEKS 130.204 (c) 2A, 2B, 3B, 3C Prior Student Learning
Guide To Patient Counselling page - 1 - GUIDE TO PATIENT COUNSELLING Communication is the transfer of information meaningful to those involved. It is the process in which messages are generated and sent
W A S H I N G T O N S T A T E D E P A R T M E N T O F H E A L T H W I C P R O G R A M Customer Service Training - 1 - This institution is an equal opportunity provider. Washington WIC Nutrition Program
E-4 Diversify responses to various degrees of misbehavior When you re in the middle of instruction, you may encounter an assortment of misbehavior that varies in degrees of severity and warrants different
Professional Presence: Managing Non-verbal Communications Topeka IIA Topeka, KS November 18, 2010 Lael Holloway, Director Risk Advisory Services Kansas City, MO Why Be Aware of Professional Presence? According
Effective Listening Skills Overview: This class will teach awareness and knowledge of good listening skills Key Goal: To listen to people and show respect to the speaker. List the benefits of good listening
Managing Conflict with Customers and Co-workers: Work Settings and Beyond Judith A. Cook, Ph.D. Center on Mental Health Services Research and Policy Carol A. Petersen, M.Ed. Center on Mental Health Services
MEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS. The most important abilities of a CMA are: the ability to Communicate effectively, with professionalism and diplomacy to all types of patients. Recognize
MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT CUSTOMER MANAGEMENT GENERALLY SPEAKING THE BEST WAY TO MANAGE OUR TYPE OF CUSTOMERS IS TO UNDERSTAND THEY ARE NOT HAPPY BEFORE
Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that
Unit 3 Effective Communication in Health and Social Care Learning aims In this unit you will: investigate different forms of communication. investigate barriers to communication in health and social care.
Module 9 Building Communication Skills Essential Ideas to Convey To apply a facilitative approach to supervision, supervisors have to approach the people they manage in a different way, by using certain
Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication
13. 3and Creating mutual trust respect Organisations that thrive are those where the company culture promotes mutual trust and respect of colleagues, and this is as true in PR as it is elsewhere. In this
Responding to a Disappointing Performance Review Overview When your manager reviews your work and finds it wanting. Receiving a disappointing review First steps: Take notes and ask for clarification Gather
LESSON 8 Interpersonal Communication and Self Management Student Learning Objectives Identify how interpersonal communication and self management are needed for healthy living. Expand on the definition
EFFECTIVE COMMUNICATION 7-1 EFFECTIVE COMMUNICATION OBJECTIVES To successfully complete this assignment, you must study the text and master the following objectives: Identify the parts of Shannon s communications
Providing Exceptional Customer Service Rev July 2011 Department of General Services Bureau of Procurement Introduction Providing exceptional customer service will build the bond that keeps customers coming
EFFECTIVE PERFORMANCE APPRAISALS When used correctly, the performance appraisal process is a useful technique to hold employees accountable for desired results, and aligning them with business strategy.
PERFORMANCE DEVELOPMENT PROGRAM Document Number SOP2009-056 File No. 08/470-02 (D009/8429) Date issued 16 September 2009 Author Branch Director Workforce Unit Branch contact Strategic Projects Coordinator
Presented by: Heather J. Donnelly HDI Certified Instructor Telephone Skills Objectives Recall the key principles for dealing with an irate caller Apply specific techniques effective in providing excellent
Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices
County of Yuba Customer Service Examination Study Guide The following study guide will familiarize and assist you with preparing for a written examination containing multiple-choice customer service items.
Coaching and Feedback Follow the Guidelines for Effective Interpersonal Communication There are fundamental strategies that should always be part of interpersonal communication in the work place. Don t
As the face of the credit union, you must keep in mind the needs of the members at all times. The United States is facing a crisis of confidence in all financial institutions. As a credit union employee
Guide to Effective Staff Performance Evaluations Compiled by Human Resources Siemens Hall, Room 211 The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership
DEVELOPING EFFECTIVE COMMUNICATION SKILLS Being able to communicate effectively with others is important to our psychological well-being for a number of important reasons. Communication allows us to convey
TASK I: Communication and Cultural Competence Module A: Customer Service California WIC Training Manual 6/1/2010 Task I/Module A Page i TABLE OF CONTENTS OVERVIEW..... 1 What Is Customer Service?......
ASSERTIVE BEHAVIOR: IDEAS TO KEEP IN MIND 1) Assertive behavior is often confused with aggressive behavior; however, assertion does not involve hurting the other person physically or emotionally. 2) Assertive
Overview of Performance Management Taking Steps to Enhance Individual & Organizational Effectiveness Performance Management Performance management is the process through which supervisors and those they
EMPLOYEE JOB IMPROVEMENT PLANS This Employee Job Improvement Plan designed by Kielley Management Consultants achieves results because: it is simple and understandable it keeps supervisors and employees
MANAGING DIFFICULT BEHAVIOUR All materials Lindsay Wright. This pack for sample purposes only and not for re-use. 1 WHAT IS CONFLICT Conflict can be defined as a difference in view between stakeholders;
Performance Management WORKSHOP HANDOUTS Facilitated by: Tara Kemes, Vantage Point Knowledge Philanthropist June 2013 Page 1 of 16 Handout 1 Performance Management System Overview What is performance management?
Social Security Disability Resources For Self Advocacy Introduction This guide is intended to help people with multiple sclerosis (MS) advocate effectively to obtain the Social Security Disability Insurance
GUIDE TO EFFECTIVE STAFF PERFORMANCE EVALUATIONS The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership tool for improving productivity and increasing
A MyPerformance Guide to Performance Conversations brought to you by the BC Public Service Agency contents Elements of a Conversation Preparing for the Conversation Clear on Intent/Topic for Discussion
Creating Agreement in Special Education Presented by The Office for Dispute Resolution About this training Based on collaborative work of CADRE and the IDEA Partnership along with numerous cross stakeholder
THE TOP 5 TIPS FOR BECOMING MORE ASSERTIVE Being Assertive is not just using a certain set of communication skills or behaviours. Assertiveness is, first and foremost an attitude of mind with an accompanying
TECHNIQUES OF THERAPEUTIC COMMUNICATION 1. Using Broad Opening Statements The use of a broad opening statement allows the patient to set the direction of the conversation. Such questions as Is there something
2015 DAS Customer Service 101 Learner s Guide The 2015 DAS Customer Service Training is a 90-minute, interactive refresher intended to bring heightened awareness, standards and consistency to our DAS customer
Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...
Conflict... An Opportunity for Development ~ Agenda ~ Introductions and Workshop Objectives Understanding Conflict: What is Conflict? The Conflict Cycle Resolving Conflict: Using I Messages College Conflict
COMMUNICATION & INTERPERSONAL SKILLS Chapter 5 Maslow s Hierarchy of Needs Interpersonal means between persons. Behavior is how people act, what they say and do. In conversation, a person behaves according
ASSERTIVENESS TRAINING: HOW TO BECOME MORE ASSERTIVE IN ORDER TO MAXIMIZE THE CHANCE OF GETTING WHAT YOU WANT WHAT IS ASSERTIVENESS? There are three basic interpersonal styles that we can use when interacting
Having Conversations at Work that Work! Presented by Stephen R. Pearson, Director UW-Madison Employee Assistance Office firstname.lastname@example.org Having Conversations at Work that Work In order for any organization
Management Assistance Program HANDLING INSUBORDINATION AT WORK: Prevention and Intervention Techniques GOALS: The main goal of this module is to help organizations, managers and employees handle insubordination
Adult Education Advising Guidelines Adapted for Hopelink Adult Education purposes from the University of Maine Advisor s Handbook Introduction Good advising is more than meeting with students once a quarter.
Negotiation and Refusal Skills Lesson 6 Synopsis Students reflect on their first volunteer project visit. Negotiation and refusal skills are introduced and demonstrated through role plays. Students then
INTRODUCTION It doesn t matter whether you re an enterprise with thousands of customers or a small business with just a handful of employees. It doesn t matter if your help desk is internally or externally
VoIP Conferencing Best Practices Ultimate Guide for Hosting VoIP Conferences A detailed guide on best practices for VoIP conferences: 1. Setting Up Your Hardware 2. VoIP Conference Software and Its Settings
In general, people want to feel that they have been treated fairly and feel that they have been understood and respected, regardless of what is being communicated. The ability to listen respectfully can
P r o v i d i n g q u a l i t y f e e d b a c k a g o o d p r a c t i c e g u i d e Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5 Positive Feedback... 5 Developmental
PREVIEW GUIDE Why Accountability Matters Table of Contents: Sample Pages from Leader s Guide...pgs. 2-8 Program Information and Pricing...pgs. 9-10 Leader s Guide Can We Count on You? CRM Learning s Can
UNITAR Fellowship Program for Afghanistan 2011 Cycle Orientation Workshop Oral Communication in Workplace Ahmad Fawad Akbari & Yama Shams UNITAR Afghan Resource Persons 15 May 2011 Kabul Introduction to
The Telephone Interview Telephone interviews are used by companies to screen candidates and narrow the pool of applicants who will be invited for in-person interviews. They minimize expenses associated
Transcript Tips for Effective Online Composition and Communication with Dr. Gary Burkholder [ MUSIC ] HI, I WANT TO DISCUSS FOR YOU TODAY TIPS FOR EFFECTIVE ONLINE COMPOSITION AND COMMUNICATION. AS WALDEN
JACKSONVILLE UNIVERSITY PERFORMANCE APPRAISAL INTERVIEW GUIDE HOW TO CONDUCT A PERFORMANCE APPRAISAL INTERVIEW An appraisal interview should help improve an employee s job performance by: 1. Using this
CHAPTER 3: INTERPERSONAL COMMUNICATIONS The purpose of this chapter is to assist readers in further developing the interpersonal communication skills they already possess. Communicating lies at the heart
Why Listening Is So Important There is a saying about listening that eloquently summarizes the nature of the process. The source of the words is unknown, but the message is universal God gave us two ears,
Conflict Resolution Skills Managing and Resolving Conflict in a Positive Way Conflict is a normal, and even healthy, part of relationships. After all, two people can t be expected to agree on everything
In this module, we will be discussing communication in schools. More specifically, we will be identifying what creates effective communication and how these behaviors can be used in your school. Communication
What is emotional intelligence? Emotional intelligence is the ability to identify, use, understand, and manage your emotions in positive and constructive ways. It's about recognizing your own emotional
Basic Communication Skills for Coaches Edmond Otis BS, MS, MFT Senior Lecturer in Health and Sport Science EIT - Eastern Institute of Technology email@example.com or 06 974 8000 x 5413 Always remember that
Department of Public Social Services Telephone Etiquette/Telephone Interviewing and Listening Skills Marsha Bryant-Hurt, Director Human Resources Division DPSS Academy Table of Contents Introduction of
EnglishBusiness CompactMINIs Fast and to the point. Cheap and effective. CLICK ON THE MINI OF YOUR CHOICE TO READ MORE M01: How to present your company in just 5 minutes M02: How to present yourself in
Module B: Communication: Verbal and Nonverbal California WIC Training Manual 6/1/2010 Task I/Module B Page i TABLE OF CONTENTS OVERVIEW.... 1 Good Communication.. 2 How We Communicate...... 3 Non-Verbal
CORPORATE TELEPHONE STANDARDS AND TELEPHONE USER GUIDE September 2008 INTRODUCTION TO CORPORATE TELEPHONE STANDARDS The 2007 Citizen survey revealed 71% of the Council s customers contact the organisation
When a Parent Has Mental Illness Helping Children Cope World Fellowship for Schizophrenia and Allied Disorders 124 Merton Street, Suite 507 Toronto, Ontario, M4S 2Z2, Canada Email: firstname.lastname@example.org
The Emotional Bank Account We all know what a bank account is. It is where we put our money, make deposits, save for the future, and make withdrawals when we need to. An Emotional Bank Account is a metaphor
1 Tips for Effective Negotiating Nikisha Williams Virginia Valian Gender Equity Project, Hunter College CUNY Negotiation is a valuable skill in every part of your life. When carried out effectively negotiation
Purpose This Interpersonal Communication is designed to provide individuals with some insights into their communication strengths and potential areas for development. By answering each question candidly,
Difficult Conversations: How to Discuss What Matters Most A High-Level Summary of the Book by Stone, Patton and Heen Office of Human Resources The Ohio State University 1590 N. High St. Suite 300 Columbus,
Self-Esteem and Mental Health Contents Section 1 Building Your Self-Esteem Section 2 Using Good Communication Skills Section 3 Mental and Emotional Health Section 4 Understanding Mental Disorders Section
Guide to Effective Staff Performance Evaluations HRS Human Resource Services-Operations The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership tool for
A guide for Young Carers and their allies A By Us For Us Guide C A R E Young Carers Are: children, youth & young adults who experience an alteration in our family roles as a result of a family member s
Chapter 4 COMMUNICATION SKILLS What You Will Learn The difference between verbal and nonverbal communication The difference between hearing and listening Factors that promote effective communication Barriers
HUMAN RESOURSES COLLEGE OF EDUCATION AND HUMAN ECOLOGY Manager's Guide to Mid-Year Performance Management Table of Contents Mid-year Performance Reviews... 3 Plan the performance appraisal meeting... 3
Running a People Survey action planning session A how-to guide Running a People Survey action planning session: a how-to guide This guide gives you a simple introduction and guide on how to run an action
Steps for Conducting Focus Groups or Individual In-depth Interviews 1. Plan the study Plan your study with the input of your strategy team, stakeholders, and research experts so that collaboratively you