Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Blah…Blah
…Blah…
Arvi Balseiro
1
The intent of the message received…
9Accidental
9Expressive
9 Rhetorical
5
Communication
is Powerful!
9 Dynamic… The
process is constantly
in a state of change.
9 Continuous… The
communication
process never stops.
9 Irreversible…Once
we send a message,
we cannot undo it.
9 Interactive…We are
constantly in contact
with other people and 6
with ourselves.
The Power to Maneuver Ideas
Added to
other ideas
Expectation Expectation
Noise Noise
8
Verbal Communication…
Words Have an Impact
12
Words Chosen…
What You Say…
• Tip: State your central point early on. Keep it simple and
straightforward. Offer supporting points that provide the
information that you want to get across to the listener. To
hold the listener’s attention, supporting points should be well
organized and presented logically and clearly. Possible
ways to order supporting points are:
Cause and effect
Chronological order
Most important to least important
Simple to complex
STRESS
PITCH PAUSE
15
Tone of Voice…How You Say It..
Varied Voices
16
Tone of Voice… How You Say It..
Varied Voices
17
Tone of Voice…How You Say It..
Varied Voices
Limit-Setting Voice:
“I cannot
discuss another
child with you.”
18
Listening Plays a Vital Role in
the Communication Process
• Concentrate on the
message, not the person.
24
Sources of Nonverbal Signs
25
Categories of Nonverbal Communication
Ge li cs
s tic oca
s rav
Pa
Fac f acts
s is A rti
SELF s
Ocalics Physical Characteristic
Hapti
cs
c t ics
a Pr
Olf ox
s
r ic
em
to
ic
us
s
G
26
The degree to which the
communication is effective
depends on the communicators’
mutual understanding of the
signals being used….
27
The intent of the message received…
Communication Style
Preferences
Ki
ne
l
st
ita
he
D ig 29
tic
What is Your Preferred
Communication Style?
• Auditory Mode……………………
• Visual Mode………………………
• Digital Mode………………………
30
Preferred Communication Styles…
Auditory Mode
“I hear what you are
saying.” or
“ Listen to me…”
31
Preferred Communication Styles…
Visual Mode
Don’t forget to
write me a big
note about that!
32
Preferred Communication
Styles…
Kinesthetic/Tactile Mode
Demonstrative….doers…prefer
movement in their
interactions…rely on their
emotions and use statements
such as “ I feel this is the best
solution.”
33
Preferred Communication
Styles…
Digital Mode
Show me the
facts and
research.
34
Remember… Parents & Students
Have Preferred Communication
Styles Too!
• Auditory Mode……………………
• Visual Mode………………………
• Digital Mode………………………
36
Even Despite Your Best Efforts
to Communicate Effectively by..
• Carefully choosing
your words,
• Using an appropriate
tone of voice,
• Actively listening,
• Using appropriate non-
verbal and
communication cues,
• Recognizing the
preferred
communication
styles….
37
You May Still Have
Conflict!
38
Communication Counts…
When Handling Difficult Interactions
• Conflict may arise
when:
> Goals and objectives
may conflict
> People have different
personal or work styles
> There is confusion
about roles and
responsibilities
> People have different
opinions about issues
39
Action Steps for Addressing
Conflict Constructively
• Establish the
person’s stake in
the issue
42
3. Seek to Understand the Other
Person’s Point of View
• Ask Questions to
bring out critical
issues
• Listen until you
understand
completely
• When appropriate,
offer an apology
43
Effective Communication…
Characteristics:
• Speaks with authority
• Dominates, intimidates
others
• Can be hostile and
belligerent
• Pushes others around
• Doesn’t seem to take a
breath 45
The “Brick Mason”
Characteristics:
46
The “Historian”
Characteristics:
• Has a long, detailed
memory
• Keeps score of past
problems, grievances
• Recounts events from the
past whether they apply or
not
47
The “Magician”
Characteristics:
• Expects problems to disappear into thin
air
• Refuses to address issues
• Hides behind higher goals that may be
politically correct
• Waves the flag of equality, service, etc.
48
The “Quibbler”
Characteristics:
49
Who Are You?
50
The “Brick Mason”
Suggestions:
• Begin by describing your perspective of the
problem and its impact
• Ask directly about the other person’s silence or
reluctance to discuss the situation
• Acknowledge that it may be difficult to share
feelings
• Validate, support and affirm the other person’s
reaction
• Create a safe and comfortable environment; show 51
your willingness to be supportive
The “Historian”
Suggestions:
• Check your understanding of what the other
person has said as a way of bringing closure to
discussions of past events and defining current
issues
• Stay “now” and “future” focused; don’t get
drawn into rehashing the past
• Respond with yes, and … statements to
validate the past issues raised while focusing
on real concerns. 52
The “Magician”
Suggestions:
• Ask specific, sometimes closed
questions to crystallize your
understanding
• Try to identify the underlying reasons for
the other person’s behavior
• Describe the problem’s impact in terms
of factors that are important to the other
person
53
The “Quibbler”
Suggestions:
Suggestions:
• Meet the other person’s intensity with your own
serenity and calm demeanor
• Allow enough time for the person to exhaust his
or her argument and to blow off steam
• Use brief pauses as opportunities to “jump in”
• Be secure when presenting your perspective
• Use the other person’s name to get his or her
attention 55
4. Decide on an Appropriate Plan of Action
56
5. Express Your Appreciation for the Other
Person’s Efforts
• Provide Feedback
57
Build Trust and Rapport
Admit when you don’t know the answer…Strength
grows from vulnerability
Empower…not micromanage
Authentic, open communication
Respect confidentiality
Have a playful spirit
Be a person of your word.. Dependability creates
trust.
Be an “active” listener 58
Where Do We Go From Here?
59