Leading Your Team to Success DBCO 2013 Symposium- March 6, 2013 Facilitators: Michelle James, Annette Piggott, Natalie Manneh, Erin Thomas, Vera Mota-Polacco, Jennifer Closs
Effective Communication Definition: The process of exchanging information. Information is conveyed as words, tone of voice and body language. To be effective communicators, team members must be aware of these forms, how to use them effectively, and barriers to the communication process.
Tools for Effective Communication 1)
Nonverbal and Paraverbal Communication
1) Effective Listening
Bad listening http://goanimate.com/videos/0M0PXKsWCULQ/1 Good listening http://goanimate.com/videos/0fs8xRS0fSUU/0/email
Effective Listening Definition: Attentiveness and interest perceptible in the posture, as well as expressions. A way of showing concern that fosters strong bonds, commitment and trust.
Effective Listening can Make the speaker feel heard and understood, which can help build a stronger, deeper connection between you. Create an environment where everyone feels safe to express ideas, opinions and feelings. Save time by helping clarify information, avoid conflicts and misunderstandings. Relieve negative emotions. When emotions are running high and if the speaker feels they’ve been truly heard, it can help calm them down, relieve negative feelings and allow for problem solving to begin.
Effective Listening Tips:
Focus completely on the speaker -Jot down key words and points so nothing is missed
Avoid interrupting “Well if you think that’s bad, let me tell you what happened to me”. -Instead, wait 3-5 seconds before you respond to allow your thoughts to be gathered before speaking. -And be patient
Effective Listening Avoid seeming judgmental -
set aside your judgment and withhold blame and criticism
Show your interest - smile, node your head and encourage the speaker “A wise old owl sat on an oak; The more he saw the less he spoke; The less he spoke the more he heard; Why aren't we like that wise old bird?” Chinese Proverbs Quotes
Non Verbal Communication video clip http://www.youtube.com/watch?v=JwjAAg Gi-90
2) Nonverbal and Paraverbal Communication Definition: Nonverbal – message we send through our body language Paraverbal – how we say what we say – the tone, pacing and volume of our voices
Nonverbal and Paraverbal Communication Non verbal messages account for about 55% of what is perceived and understood by others. Verbal messages account for 7% of the message.
We are always communicating, whether you want to or not! You cannot not communicate
Nonverbal and Paraverbal Communication Non verbal messages are the primary way we communicate emotions: Facial expressions: most important conveyor of emotional information. The eyes are particularly expressive with joy, sadness, anger or confusion.
Nonverbal and Paraverbal Communication Postures and gestures: can create a feeling of warm openness or cold rejection.
Nonverbal and Paraverbal Communication Paraverbal communication is how we say something, not what we say. Paraverbal messages account for about 38% of what is perceived and understood by others.
A sentence can convey entirely different meanings depending on the emphasis on words and the tone of voice.
Nonverbal and Paraverbal Communication The statement: “I didn’t say you were stupid” has different meanings, depending on which word is emphasized. “I didn’t SAY you were stupid”
“I didn’t say YOU were stupid” “I didn’t say you were STUPID”
Nonverbal Communication Barriers 1. Flashing or rolling eyes 2. Quick or slow movements 3. Arms crossed, legs crossed 4. Gestures made with exasperation 5. Slouching, hunching over 6. Poor personal care 7. Doodling 8. Staring at people or avoiding eye contact 9. Excessive fidgeting with materials
Nonverbal and Paraverbal Communication Things to be aware of: When we are angry or excited, our speech tends to become more rapid and higher pitched. When we are bored or feeling down, our speech tends to slow down and take on a monotone quality. When we are feeling defensive, our speech is often abrupt.
Nonverbal Communication Tips: -Give full physical attention to the speaker -Be aware of the speaker's nonverbal messages -Be aware that non verbal communication can be misread – look for groups of behaviour, their overall demeanour -ask questions if unsure of their non verbal communication
3) Managing Stress Definition: Stress management is the relieving/reduction of stress and especially chronic stress often for the purpose of improving everyday functioning
Managing Stress Dealing with stress during communication tips: -Recognize when you are becoming stressed -Take a moment to calm down
-Bring your senses to the rescue -Look for humor in the situation -Be willing to compromise -Agree to Disagree
4) Emotional Awareness Definition: The awareness of one's own and other's emotions.
-Provides you with the tools for understanding both yourself and other people, as well as the real messages that others are communicating to you.
*The ability to manage your feelings appropriately, is the basis for effective communication*
Emotional Awareness Helps you: -Understand yourself -Understand and empathize with what is really troubling other people -Stay motivated to understand and empathize with the person you’re interacting with -Communicate clearly and effectively -Build strong, trusting, and rewarding relationships -Think creatively, solve problems and resolve conflicts.
Emotional Awareness Effective communication requires both thinking and feeling. The goal is to find a healthy balance between your intellect and your emotions, between thinking and feeling. Once you can do this, you will know what you are feeling without having to think about it. You can remain in control of your emotions and behaviour, even in challenging situations, and therefore communicate more clearly and effectively.
Emotional Awareness linked with Conflict Resolution
Emotional Awareness & Conflict Resolution Successful conflict resolution depends on your ability to regulate stress and your emotions. Two core skills are needed to be successful: -The ability to quickly reduce stress in the moment -The ability to remain comfortable enough with your emotions to react in a constructive way, even in the midst of an argument or perceived attack.
Emotional Awareness & Conflict Resolution Tips to successfully resolving conflict: -Manage stress quickly while remaining alert and calm -Control your emotions and behaviour -Pay attention to the feelings being expressed
-Be aware of and respectful of differences
Effective Communication… It is two way. It involves active listening. It reflects the accountability of the speaker and listener. It utilizes feedback. It is free of stress. It is clear.
Roles • Manager of Regional Operations, MRO: Over see’s 3 programs within York Region, manager of three Team Leaders, TL, and supervises the Coordinator of Regional Client services, CRCS.
• Coordinator of Regional Client Services: Creator of client programming for 11 clients within York Region, facilitates meetings for client centered approach.
Roles continued • Team Leaders, TL’s: Over see one program for 3-4 clients and direct supervisor to group home staff – up to 15 people.
• Intervenor, IV: Direct front line staff, executes client programming.
• Other Leadership Roles in Region, IV’s: H&S reps, EARS rep, IT Trainers, Lift & Transfer trainers
Tips for effective communication within DeafBlind Ontario Services: Senior management forwards pertinent information to MROs, which then communicates to TLS and CRCS’s through monthly meetings and daily communication. TL’s are then responsible to communicate effectively to staff members through monthly staff meetings, memos, e-mails, one-onone, communication book’s, and shift changes. Annual Leadership Conference with all management and other Leadership Roles.
How to Be Inclusive? workplace
Diverse Workforce Workforce includes people of differing race, ancestry, or ethno-cultural origin, religion, age, gender, sexual orientation, marital status, family status or mental or physical ability.
Difference of diversity and inclusion in the workplace What’s the difference between a workplace that is diverse and one that is diverse and inclusive? The workplace is inclusive when everyone on the team knows they are valued and feel they belong. Employees are more likely to feel that way when they are treated with respect by you and your peers, given the chance to use their talents to the fullest and assured of equal opportunities to move ahead.
Identifying the strength of diversity • Respectful • Stable • Productive • Innovative • Energized
The challenge is moulding your diverse workforce into a coherent well functioning and loyal team that is inclusive and gives you the competitive advantage, the means to attain this is through developing an inclusion plan:
Plan • Know (and show) where you stand • Give everyone a role • Tap into your network • Strive for open and clear communication • Track and measure
The real key to planning and developing a more inclusive workplace is your attitude.
Resources: www.directionservice.org/cadre/section4.cfm http://psychology.about.com/od/nonverbalcommunication/ tp/nonverbaltips.htm www.helpguide.org http://berrymii.wordpress.com/2010/11/15/my-lack-ofhobbies/stress-kit/ http://goanimate.com/videos/0M0PXKsWCULQ/1