Professional Communication - VISTA Early Service Training -

1
Professional Communication- VISTA Early Service
Training -

• August 20, 2013

2
Agenda

1. Dos Donts (small group) 25 min
2. On the Level Communication 30 min
3. Reflection / Inquiry / Advocacy (RIA)
   Johari Window 25 min
4. Questions 10 min

3
Dos Donts (small groups see handout in
workshop)

1. Being a Public Spokesperson
2. Email Protocol
3. Social Media Protocol
4. Interacting with Your Supervisor
5. Communication Styles
6. Intergenerational Differences
7. Intercultural Communication

4
On-The-Level Communicationby McLagan Krembs,
Berrett-Koehler Publications, 1995
5
Another View of O-T-L
Purpose
Directness Respect
Directness Respect
Shared Responsibility
6
6 Communication Skills
Receptive Skills Observing Listening Empathizing
Expressive Skills Questioning Describing Concludin
g
7
The Observing Participant

• Consciously being an Observing Participant helps
  you stay aware of whats happening in a
  conversation while its going on, so that you
  can
• Remind yourself about the purpose of the
  interaction and then
• choose the best communication skill(s) to keep
  the discussion on track.

8
Giving Receiving Feedback Common Problems

• Sender mistakes
• Vagueness
• Shutting Down
• Anticipation

• Receiver mistakes
• Expecting the worst
• Counterattacking
• Passiveness

9
Cross-purposes in delivering feedback
High
Buries the message
On The Level
Respect for feelings
Creates defensiveness
Low
High
Directness
10
Delivering Digesting Challenging Messages

1. Dont wait. Discuss problems before they become
   crises.
2. Define your view of the problem or relationship
   before discussing it.
3. When receiving a tough message, focus on active
   listening.
4. Consciously use your Observing Participant.
5. Focus the discussion on the problem, not the
   person.
6. Make sure both sides are involved in developing
   an action plan.

11
On-The-Level Communication
12
Johari Window (individual work see handout in
workshop)

• Reflection (Think)
• The process of listening and reflecting about
  topics, issues or situations prior to reacting.
• Inquiry (Get Curious)
• The process of asking questions and probing for
  information and clarity in a curious, open way.
• Advocacy (Pose Your Point-of-View)
• The process of stating a point-of-view in a way
  that is clear and invites comments and input.

13
Conclusion

• Best practices guidelines (dos donts)
• Four principles of On-The-Level
• 6 Communication Skills
• The Observing Participant
• Johari Window / RIA
• Practice!

14
Questions?