COMMUNICATION SKILLS A Service of the National Center for Farmworker Health, Inc. 2015

Transcription

1 COMMUNICATION SKILLS A Service of the National Center for Farmworker Health, Inc. 2015

2 MODULE OVERVIEW Manager s Responsibility in Communication Recognize communication barriers and strategies to enhance communications Overview of Key Communication Skills Understanding Communication Styles and and how it can influence the manager/employee relationships How to Flex Your Communication Style Strategies to Enhance Managerial Communication Skills National Center For Farmworker Health,

3 WHAT IS IT? WHY DO WE DO IT? Process in which we share information, ideas, and feelings. Spoken Written Non verbal

4 WHY IS COMMUNICATION SO IMPORTANT? Communication is essential for effective functioning in every part of an organization. Although the clinical, outreach services, billing & finance, personnel, and administrative departments may receive direction from corporate goals and objectives, communication links them together and facilitates organizational success. This is one of the biggest challenges managers face. Yet, the most critical aspects of leadership.

5 COMMUNICATING EFFECTIVELY The Words We Use 500 Most commonly used words have 15,000 different meanings The Tone and Inflection We Use Can enhance or deter your intent The Body Language We Use People believe what they see over what they hear National Center For Farmworker Health, 2015

6 COMMUNICATING EFFECTIVELY National Center For Farmworker Health, 2015

7 WHO IS RESPONSIBLE FOR EFFECTIVE COMMUNICATION? Managers share the responsibility in communicating effectively with the individual employees themselves. The manager is 100% responsible for communicating effectively with their employees.

8 COMMUNICATING TO EVOKE ACTION The purpose of communications is not just to convey information, but to change behavior. It does so by persuading people to take action to achieve specific objectives. But for communication to do this effectively, it must be grounded in the interest and language of the receiver not the sender.

9 COMMUNICATION IS: A managers primary method to direct employee behavior. Delegating duties Motivating employees Demonstrating leadership abilities Training; new policies, procedures, and programs Counseling performance problems, etc. National Center For Farmworker Health,

10 A more pleasant, productive work environment A more professional image Improved self-confidence Improved relationships Less Stress PAYOFFS TO EFFECTIVE COMMUNICATION Greater acceptance of yourself and others

11 BARRIERS TO EFFECTIVE COMMUNICATION Supervisor inaccessible. Supervisor buried in work. Supervisor always in a hurry. Supervisor maintains a pre-occupied expression; little eye-contact with employees. Supervisor only informal with his peers or boss (never with subordinates). Supervisor tells employees to "write it up" instead of promoting discussion. Supervisor never asks, "How's it going?" 2011

12 TOP 5 COMMUNICATION SKILLS FOR MANAGERS 1. Conveying the Vision, Goals, Objectives of the Organization 2. Building Relationships Based on Trust and Respect 3. Giving Feedback 4. Recognizing 5. Active Listening

13 ACTIVITY: COMMUNICATION INVENTORY Personal Check-In: Quick Assessment of your Current Communication Skills and Habits

14 ASSESSING COMMUNICATION STYLES National Center For Farmworker Health, 2015

15 COMMUNICATING FOR SUCCESS Driver Expressive Amiable Analytical

16 FOUR COMMUNICATION STYLES THE DRIVER Independent; take charge; efficient Decisive Let s get it done now and preferably my way! Be prepared to be challenged AMIABLE Relationship Builders Cooperative, Diplomatic Patient, Loyal Peaceful, relaxed, harmonious Let s get along while we do this project and build e a relationship while we re dong it! EXPRESSIVE Active, energetic Enthusiastic and fun loving Let s get appreciated and have a good time while we re doing it! Spontaneous, Persuasive Can bore easily ANALYTICAL Like logic Are data and number driven Thorough, serious Systemic, analyze everything first Let s get it done right and accurate!

17 STYLE SUMMARY Results/Process System and Process Logic Driven Non-emotional Analysis Control Impatience Results Driven Decisive Slow/ Patient Analytical Amiable Driver Expressive Fast/ Impatient No Conflict Relationship Driven Consistency Loyalty Recognition Communication Non-detailed Emotion Driven People/Emotions

18 What is your Communication Style? National Center For Farmworker Health, 2015

19 COMMUNICATING WITH DIFFERENT STYLES Style flex is used when you meet another person, when a critical decision needs to be made, when an important task needs to be accomplished, or when others are in stress. It is the temporary adjustment of your style to meet other people s needs.

20 THREE TYPES OF COMMUNICATION STYLES PASSIVE ASSERTIVE AGGRESSIVE Put rights of other before your own, minimizing own self-worth; extends but does not feel entitled to rights ; accepts responsibilities. Stand up for your rights and responsibilities while maintaining respect for the rights of others Stand up for your rights, but violate rights of others; Demands but does not extend rights ; does not accept responsibilities.

21 STRATEGIES TO ENHANCE COMMUNICATION SKILLS

22 UNDERSTAND TYPES OF COMMUNICATION Consider when you should use the following forms of communications: Face to Face Telephone Written/ National Center For Farmworker Health, 2015

23 CONSIDER THESE 4 FUNDAMENTAL LEVELS OF COMMUNICATION 1. Organization wide communication involving all employees 2. Departmental communication specific to one department or unit 3. Team communication within one cohesive team or group 4. Individual communication specific to one employee at any one time

24 COMMUNICATION WORKSHEET 1. Identify a communication problem you have experienced with an employee: 2. Identify your contribution to the problem: 3. Identify the steps you could take to effectively resolve the problem:

25 USE APPROPRIATE STRATEGIES Hold one-on-one Meetings Conduct Effective Meetings Management by Walking Around (MBWA)

26 EFFECTIVE COMMUNICATION STRATEGIES 1. Commit to becoming an effective listener and learn ho to hear what people are saying to you. 2. Conduct Regular 1 on 1 meetings with people that work with you. 3. Demonstrate the core values of you organization and on a consistent basis 4. Be sure you make extra efforts to ensure that all those people that need to know are told what they need to know and in a timely manner.

27 EFFECTIVE COMMUNICATION STRATEGIES 5. Discuss personal and delicate matters in person, preferably face-to-face or if need be by telephone, rather than via Ensure confidentiality in communications where appropriate and required. 7. Learn how to effectively communicate with groups of employees. 8. Actively seek feedback from your staff and fellow employees about your own communications.

28 IMPROVING FEEDBACK SKILLS Give feedback honestly Avoid blame or embarrassment Focus on behavior, not the person Develop a supportive working relationship

29 IMPROVING FEEDBACK SKILLS Deliver Feedback in appropriate location Develop and maintain your credibility Deliver Feedback directly and immediately Be Specific and descriptive

30 LISTENING AND SPEAKING LISTENING TAKES: Concentration and energy Curiosity and open-mindedness Analysis and understanding SPEAKING REQUIRES: Sharp focus Logical thinking Clear phrasing Crisp delivery

31 GETTING RESULTS THROUGH OTHERS Other Key Skills Needed: Helping Team Members Be Productive Activity and Results (Time Management) Clarifying Goals & Expectations Motivating People to Produce Training Techniques that Work Decision Making and Problem Solving Creating Synergistic Teamwork Customer Service National Center For Farmworker Health, 2015