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C ommunication

Serve Idaho February 24, 2012. C ommunication. And Your Desire To Serve. What is Communication?. Process where an information package is created/imparted from a sender to a receiver.  Receiver decodes and gives feedback. Must include sender, message, and receiver.

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C ommunication

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  1. Serve Idaho February 24, 2012 Communication And Your Desire To Serve

  2. What is Communication? • Process where an information package is created/imparted from a sender to a receiver.  • Receiver decodes and gives feedback. • Must include sender, message, and receiver. • Must have a common modality.

  3. Types of Communication • Auditory • Body Language • Sign Language • Touch • Eye Contact • Print Media • Writing

  4. Process of Communication • Talking • Listening • Understanding

  5. Reasons for Miscommuncation • Childhood experiences • Traumatic experience • Negative thinking patterns • Anger • Fear • Don’t know how to listen • Low self-esteem • We are not listened to.

  6. Results of Poor Communication • Frustration • Resentment • Rebellion • Divorce • Addictions • Abuse • And even death

  7. Poor communication skills • Talking when angry (give self time out) • Shame/blame • Comparing • Bringing up the past • Criticizing, accusing, manipulating

  8. Blocks to Communication • Body language • Crossed arms • Looking elsewhere • Body facing another direction • Rate of speaking and listening speeds • Speak 150-200 wpm • Listen 400-600 wpm • We plan our response instead of listening to the client.

  9. I-Statements • I feel _____ • Name behavior that bothers you • Suggest what you want to happen next time • Warn of consequences (if needed)

  10. Examples • “I get worried and upset when you are late and don’t phone me. I want you to phone so I’ll know where you are. If you don’t do that next time, I will start calling to your friends’ houses.” • When you are nice to your brother, I feel happy because I like to see you getting along with others. (positive reinforcement)

  11. Active listening • What I’m hearing you say… • Sounds like you are saying… • What do you mean when you say… • In this way you mean… • Questions to clarify

  12. Peter Drucker The most important thing in communication is to hear what is not being said. This refers to the feelings behind the words and the body language

  13. Reflective listening • Reflect the feeling you understand behind the words/actions • Feelings are not wrong • Advantages: • Able to speak in greater depth • Relationship deepens • Creates energy

  14. Conflict It is important to remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment. Ben Franklin Keep this thought in mind when dealing with any type of conflict.

  15. Steps to handle conflict • Communicate about feelings as well as facts • Be assertive, not aggressive • Stay with one issue at a time • Purpose: to be understood • Listen, don’t interrupt • Stay in the present • Disagree- yes, disrespect - no

  16. Anthony Robbins To effectively communicate we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.

  17. Ben Franklin • It is more important to remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment. • Keep this in mind when dealing with any type of conflict.

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