THE DOZEN BEST COMMUNICATION STRATEGIES for the WORKPLACE Hearing Loss Association of America, June 2011
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1 If you are here for THE DOZEN BEST COMMUNICATION STRATEGIES for the WORKPLACE Hearing Loss Association of America, June 2011 Dr. Scott J. Bally, PWHL & Bonnie O Leary, PWHL You are in the right place!!
2 Our Objectives for Today develop new ways of thinking and acting to facilitate better communication in the workplace determine the locus of communication problems consider critical concepts for helping co-workers modify their communication behaviors (implications of habitual behavior, collaborative problems solving, using parallel repair strategies & non-verbal communication) develop practical communication strategies for use with and by co-workers to increase the likelihood of successful communication in the work setting learn to assess and improve (or change) communication environments
3 WE ASSUME: 1. YOU HAVE MAXIMIZED YOUR HEARING and 2. YOU HAVE MAXIMIZED YOUR VISUAL INPUT and 3. ARE OPEN TO THINKING IN NEW WAYS & TRYING NEW APPROACHES
4 It s Not Just Your Hearing Loss! Communication situations are complex. Hearing Loss may be compounded by: Sender problems Environmental Problems Feedback Problems Receiver Problems (Beyond hearing loss)
5 2 + 2 = 5 Visual plus Auditory plus Context plus Linguistic Knowledge
6 Change what you can Don t frustrate yourself trying to change the unchangeable!!
7 SO WHOSE PROBLEM IS IT, ANYHOW?
8 Psychosocial reactions to hearing loss for the person with hearing loss Frustration Anxiety Discomfort Anger Denial Self-pity Withdrawal Isolation Reduced quality of life
9 Parallel reactions by colleagues and co-workers Frustration Anxiety Discomfort Anger Denial Self-pity Withdrawal Isolation Reduced quality of life
10 Share your feelings Take the other person s perspective. (What s it like in your co-worker s shoes?)
11 Communication has Shared Responsibility Cultivate great communication partners They CAN be trained honest!
12 Collaboratively develop solutions
13 Some key phrases. I feel when you. I want to. I need your help. Let s try. Some things you do already that help So and so does and it really helps. It would really help if you If I, would you I really appreciate.. Wow! What a great idea!
14 PREPARE for workplace communication situations, when possible. Communicate with each other: plan ahead negotiate rules share responsibilities
15 ANTICIPATE language and linguistic structures of routine and emergency communication interactions.
16 IN THIS SITUATION. Bessie will be giving me instructions Rupert will be asking for information. Dawn will be sharing information or her thoughts about. Morticia will be giving me feedback Clarence will be discussing our project. Emmy Lou will be trying to sell Mary Kay products. Chauncey will be spreading rumors (again). Brucey will be talking about the man of his dreams (for this week).
17 CONSIDERATIONS Your relationship with the individual (boss, co-worker, friend, team member) The importance of what is being said; the key information you need. The language structures used (narrative, instructions, Q & A, etc.) Communication habits of the other person Confidentiality issues
18 Ask EXCELLENT questions! Yes or no questions Are you going to Bonnie & Scott s presentation? Closed set questions When is Bonnie & Scott s presentation? Limited set questions Which are the best two strategies you got from Bonnie & Scott s presentation?
19 Which is better? When is the meeting with the boss? or What time is the meeting with the boss this afternoon?
20 DEVELOP Develop a wider selection of repair strategies for co-workers ( HUH? doesn t cut it!) Invite every co-worker to be pro-active. Don t ask the sender to accommodate with more than you need.
21 LEARN how to use maintenance strategies effectively and routinely Confirm, confirm, confirm!
22 CREATE an excellent communication environment in your workplace.
23 Change your environment or change environments! Inventory your primary communication environments Make modifications when possible & over time
24 Be more (or less) Assertive! View Assertiveness on a continuum Passive Assertive Aggressive Determine where you are Determine where you want to be Set realistic goals
25 3 Critical Elements of an Assertive Approach Direction Be clear with your request Rationale Provide a reason Courtesy
26 Let a Smile Be Your Umbrella Maintain a sense of humor Own up to your mistakes See the humor in the situation Don t personalize (could happen to anyone) Laugh with them Never give up!!
27 Thanks for sharing this time with us Questions? Comments?
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