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Effective Communication in the Workplace: Achieving Results & Enhancing Relationships

Improve your communication skills with this guide by Dr. Janet Mills. Learn the stages of interaction, what people want from you, and how to be assertive and supportive in your communication. Discover the impact of nonverbal cues and how to respond to feedback constructively.

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Effective Communication in the Workplace: Achieving Results & Enhancing Relationships

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  1. Effective Communication at Work: Achieving Results & Enhancing Relationships With Dr. Janet Mills

  2. A good example of a bad example

  3. People have memories—and mouths • People happy with you • People unhappy with you

  4. Three stages of interaction • Greeting

  5. Three stages of interaction 2. Transaction

  6. Three stages of interaction 3. Parting

  7. 4 Things people want from YOU 1. Attention

  8. 4 Things people want from YOU 2. Acceptance

  9. 4 Things people want from YOU 3. Assertion

  10. 4 Things people want from YOU 4. Appreciation

  11. 1. Attention S = face person SQUARELY O = Adopt an OPEN posture L = LEAN forward slightly E = Maintain EYE CONTACT R = RELAX

  12. 1. Attention

  13. Lousy listeners

  14. 1. Attention Verbal Following Mary was a sensible and giddy young lady, wise and silly beyond compare. She was a slight and small creature, yet so large that everyone who knew her loved her. She felt rather lonely, because she lived in a Townwith no other houses or people for miles around.

  15. 1. Attention Multi-channel Nonverbal Following Percent of impact in face-to-face comm: • Verbal = 8% • Facial = 54% • Vocal = 38%

  16. 1. Attention Multi-channel Nonverbal Following

  17. 1. Attention Back-channeling

  18. 2. Acceptance Affirm the Nature of the Relationship • Hierarchical indicators Who’s up? Down? • Immediacy indicators How close or far? • Basic respect “I see you” • Earned respect High esteem

  19. 2. Acceptance Developing and Maintaining Rapport • Posture echo • Vocal echo • Interaction synchrony

  20. 2. Acceptance Responding Verbally to Accept Messages • Paraphrase ideas • Paraphrase feelings • Express empathy • Prompt and probe • Summarize

  21. Defensiveness The NUMBER ONE PROBLEM in communication at work

  22. Defensiveness

  23. 3. Assertive & supportive communication Focus on problems Not people

  24. 3. Assertive & supportive communication Be congruent Not incongruent Ver Verbal comm Nonverbal comm Thoughts & feelings Match these!

  25. 3. Assertive & supportive communication Be descriptive Not evaluative

  26. 3. Assertive & supportive communication Validate Don’t invalidate

  27. 3. Assertive & supportive communication Be specific Not global

  28. 3. Assertive & supportive communication Be conjunctive Not disjunctive

  29. 3. Assertive & supportive communication Own your Don’t ►Deny what you’ve said ►Blame others for what you did ►Stuff your feelings ►Ignore what you want ►Forget your needs ►Statements ►Actions ► Feelings ► Wants ► Needs

  30. 3. Assertive & supportive communication Make it two-way Not one-way

  31. Assertive Skill 1: Clear Message Format Use to: • State a complaint or problem • Request a change of behavior, policy or procedure • Express hopes, wishes, desires

  32. Tool 1: Clear Message Format Elements: • Describe • Interpret • Express/Own • Consequences • Intentions

  33. Tool 2: Responding to feedback that is ON TARGET Use: To respond non-defensively to feedback that is accurate and true

  34. Tool 2: Responding to feedback that is ON TARGET Elements: • Listen actively • Acknowledge your error or fault • Seek more information • Create plan for positive action • Appreciate the other

  35. Tool 3: Responding to feedback that is OFF TARGET Use: To respond non-defensively to feedback that is inaccurate or untrue

  36. Tool 3: Responding to feedback that is OFF TARGET Elements: • Listen actively • Fog the criticism • Assert • Appreciate

  37. 4. Appreciation Forms of appreciation

  38. Dr. Janet Mills Thank you!

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