Performance Objectives

1. Performance Objectives • Identify the elements of effective interpersonal communication. • Define “Communication”. • Understand your “Communication style”. • Identify “Barriers” to effective communication. • Identify negative examples of non-verbal communication.

2. Identify Strategies for dealing with difficult people. • Identify examples of difficult people. • Identify difficult coworkers. How poor communication contributes to a negative workplace. • Identify techniques to de-escalate a verbal confrontation while remaining professional. • Identify the importance of self-evaluation “Tactical thinking” when dealing with difficult people. • Define “Active listening”.

3. Identify factors that develop a negative public response. • Identify effective ways to comfort an emotionally upset individual. • Identify how gender issues contribute to perceptions of the other’s behavior. • Identify techniques to handle generational issues. • Identify how personal motivation affects human behavior. • Officer communication skills. Questioning and listening techniques

4. Interpersonal Communication

5. Robert Bolton • Eighty percent of people who fail at work do so for one reason. • They do not relate (communicate) well with others.

6. Communication Defined thoughts • The exchange of: ___________ , ____________, or _______________; By _________, ________, ________, or by ___________ • Interpersonal Rapport messages information speech signals writing behavior

7. What is your Communication Style?Communication Style Self-Assessment It is important to be aware of your communication style and also the communication style of those that you are speaking to.

8. Roadblocks – What Gets in the Way Assumptions Attitude Respect Ego Power Struggles Emotions Agenda Secrecy Gender Age Expectations Styles Culture Roadblocks can become strengths if we increase our awareness of our own tendencies, and acknowledge their impact on all our interactions

9. The primary responsibility of effective interpersonal communication lies with:_______________________ The Communicator/ Sender

10. Group Resume To lead a group of people from many different countries and cultures from around the world, into unchartered territory in the wilderness to see if it is habitable for humans.

11. IPC IS IRREVERSIBLE • Once the words are said • Non-verbal cue sent • You cannot take it back

12. Interpersonal Communication

13. Body LanguageUnderstanding Gestures in Context

14. Examples of Body Language

15. Body Language • Hands on hips • Known as confrontational • A non-verbal challenge

16. Body Language • Looking away • Ignoring you • Looking for escape route • Preparing to fight or run

17. Body Language • Rolling shirt sleeves up • High stress or anxiety • Getting ready to fight

18. Body Language • Face and Head • Face conveys emotion • Head conveys attitude

19. Body Language • Foot direction • Often indicates where the person wants to be One of the hardest to disguise

20. Body Language & Officer Safety • Head angle indicates fight or flight • Dropped or raise chin – fight • Confirming gesture of fight fixed stare • Watch area around neck (muscle tightening) possible attack • “Happy Feet” • Short, choppy gestures/verbal threat is real

21. Palms out, can indicate emotion • Watch out for deadly hands • Multiple gestures and deadly gaze • Knuckle-popping, flexing means trouble • Red face • Raised eyebrows • Setting of hands • Hands on hips

22. Fixed dilated stare • Watch the one not talking • Flared nostrils, setting of jaw • Mouth tense, lips down at corners • Eyes wider during periods of intense emotions

23. 4 Pillars of Non-Verbal Communication

24. Difficult People • Who are they? • The most difficult person you have to contend with is ______________ • Why are people difficult? _________________________________ yourself angry, upset, having a bad day

25. Dealing with Co-WorkersStudent Manual • The Aggressor • The Unresponsive • The Underminer • The Egotist

26. 5 Ways to Deal with Difficult Co-Workers • Be prepared for conflict • Do not fuel the fire • Lend a helping hand • Get a third party involved • Move on

27. Managed Conflict Unmanaged Conflict  Damages relationships and discourages cooperation Results in defensiveness and hidden agendas Wastes time, money and human resources Focuses on blaming and fault finding • Strengthens relationships and builds teamwork • Encourages open communication and cooperative problem solving • Quickly resolves disagreements and increases productivity • Deals with real issues & concentrates on win-win resolution

28. Managed Conflict Unmanaged Conflict Creates enemies and hard feelings Is frustrating, stress- producing and energy-draining Is often loud, hostile and out of control •  Makes allies and defuses anger • Airs all sides of an issue in positive supportive environment • Is orderly, calm and focused

29. Peace is not found avoiding conflict • Peace is attained by learning to live with and successfully manage conflict

30. Advantages of Conflict • Conflict presents many positive aspects. • It can be an opportunity for __________ _________ personal growth

31. In a Conflict Situation • Before you attempt to control others, you must first maintain control of yourself (mentally, emotionally, and physically) • Losing control of self can result in: • Over-reaction, loss of situational awareness, escalation of violence, lawsuits and personnel complaints. • You must remain: “Professional Under Pressure”

32. Elements of Public Safety Professionalism celebrity • Peace Officers enjoy ________________ _________ • ________ is never out for a ________________ • Required to adhere to a set of policies and procedures, a _______ ___ ________ • True professionals honor this responsibility and do not misuse their ______________ status School professional Code of Ethics authority

33. Remaining Professional Under Pressure • Personalize your service • Be a L.E.O. (__________________) • Treat people with dignity and respect • See the other person’s point-of-view Leave Ego Out

34. 5. Use active listening 6. Stretch your flash point 7. Give people a way out that looks good to them 8. Agree, then turn it around 9. Focus on your professional objective; sidestep insults 10. Role model what you want

35. 11. Give before you get 12. Use positive self talk 13. Life is a marathon, not a 100-yard dash 14. Project professionalism. Use professional voice and body language to strengthen credibility 15. Be reasonable and rational

36. What Are Your Tools? • You can gain or lose control by your: • _________________ • _______ _____________ • Confrontation vs. cooperation – decide what you want. • Remember, _____ of law enforcement is done by verbalization. verbalization body language 98%

37. Tactical Thinking • Gaining and maintaining control of situations means control of people. • Controlling yourself comes first • Controlling your thought process, how you talk to yourself, is the key to ______________ Self Control

38. Problems that Inhibit Professionalism • Negative mind set = a bad attitude • Negative self-talk • Lacking a positive belief of self • Failure to take responsibility • Lack of self-discipline • Performing less than our best

39. No goals • Failure to be open to learn • Only seeing our own view • Being dishonest • Avoiding Conflict • Lacking self-confidence • Lacking self-respect • Treating others disrespectfully

40. If under duress, you cannot perform well 100% ProfessionalZone Performance 0% 100% Tension / Stress

41. Cycle of Behavior Behavior

42. How to Stop the Cycle Self Talk • _____ _____ • Challenge long-standing limiting beliefs • Improve from your past • Practice, study, learn • Positive self-talk can break the cycle of unproductive behavior

43. Expectations vs. Reality EXPECTATIONS STRESS REALITY The larger the gap the higher your stress level.

44. General Mind Set • To successfully and effectively communicate, have honest ____________, and an _____________, __________ _________ • Be a L.E.O. (________ _____ _____) • Great Leaders are Great Communicators • Great Communicators are Great Listeners concern empathetic caring attitude Leave Ego Out

45. Active Listening vs. Listening Active Listening • ________ __________ = understanding or comprehending the intended message. Speaker feels respected. • ___________ = hearing – not necessarily understanding or communicating the intended message. Listening

46. Active Listening • Gives them what they need and calms them down because it makes them feel ___________ • It also empties their angry cup • Active listening is ______ ______ • You learn a lot • By listening you __________ them to listen respected Hard Work motivate

47. People speak 100-175 words per minute • We listen at about 300–400 words per minute • Here is how your message is received: • What: ____% verbal (words you use) • How:_____% is your voice (tone, intonation) • Seen:_____% is body language 7 38 55

48. Active Listening • Three responsibilities for the listener: • ___________ __________ ___________ • (non-verbal) (verbal) (feedback) (confirming) Attending Following Reflecting

49. Listening with Purpose(Mental Discipline) • Listen to more than words – how does the person feel • Listen with your eyes • What are they saying and how is it said • “Law of Reciprocity” • Physical Discipline • Deep Listening

50. Speaking: Projecting Professionalism • What we say vs. How we say it • Audience will only get ___% from ______ • 38% by your _____ ___ ______ • 55% is what they pick up _________ • Only ___% is delivered by words you use. • _____% by how you say what you say. 7 verbal tone of voice visually 7 93