EFFECTIVE COMMUNICATIONS

KIM NOVAKOCTOBER 9 , 2014

CAN WE TALK??

Results from Likert Survey.

Categories scoring highest for “strongly agreed”• Communication begins with listening• Communication involves trust• Communication can be improved with

training and practice

How much does each category contribute to

Career Success?IQ Technical Skills

and AbilitiesRelationship

Skills

Job knowledge, skills, abilities,

experience, etc.

Getting along with others, dealing with conflict, etc.

Together 15% 85%

OBJECTIVES•Define Emotional Intelligence•Realize our TRUE Colours•Recognize barriers to communication

Definition of Emotional Intelligence (EI or EQ)

A measure of how successful you are at interacting with others

Emotional LegacyUnderstanding past family experiences helps you to understand the emotional legacy you bring to work and personal relationships.

Barriers to Emotional Self-Awareness

•Behaviors—change the subject, walk away, criticize others, sleep, eat, watch TV• Twisted Thinking—overgeneralization, blaming

others, discounting the positive, magnification, jumping to conclusions, “should” statements, labeling, and personalization

Overcoming Barriers•Be aware of emotional legacy• Setting boundaries•Use assertiveness responses•Avoid behaviors that block self-awareness• Journal•Meditate

TRUE COLOURS

•Four distinct temperaments= Four colors-green, gold, orange, and blue (True Colours web site, 2014)•Historically– Hippocrates 400B.C. oSanguine- cheerfuloMelancholic- pessimisticoPhlegmatic- calm, detachedoCholeric- enthusiastic

Factors that create stress

ORANGE

• Deadlines• Rules• Criticism

GOLD

• Disorganization

• Irresponsibility

• Changing details

BLUE

• Broken promises

• Rudeness• Conflict

GREEN

• Lack of independence

• Routine• Inability to

use or display knowledge

Progression of EI Stages

•Develop self awareness•Understand individuals and groups•Use learned knowledge to induce preferred response in others

Conflict: Positive or NegativeFour benefits of conflict:

•Provide greater understanding•Clarify similarities and dissimilarities•Learn methods for coping with future conflict•Reveal areas where effort and adaptation need strengthening

The Amygdala HijackTHALAMUS

AMAYGDALA

RESPONSE

TWO TYPES OF RESPONSEThe Outburst The Silence

Attack We shut down/withdraw Loud aggressive behavior Quiet, passive aggressive

behavior Inappropriate expressing of Difficulty expressing needs

our needs We feel threatened and hurt We feel hurt and

threatened

Conflict Resolution•Avoid offensive language•Validate the meaning of the message being sent•Body language cues for understanding•Defusing anger•Asking gentle probing questions•Ground rule technique

Learning Your ABCDE’sA

Activating Event

BBeliefs

CConsequences

DDebate,

Dispute, & Discard

EEffects

Step 2 Step 3 Step 1 Step 4 Step 5

Listening Skills•Respect the right of self and others• Focus on behaviors- respond by describing

specific behaviors without interpreting•Clarify points of discussion•Use “I” statements to express ideas clearly•Address one issue at a time•Communicate near the time of the event• Focus on changeable things

Designing Your Plan of Action

•What are two things I learned today that will be most useful to me?•What do I plan to do differently as a result of today’s

workshop?•What enhancements do I hope to see in my own life and

in my relationship with my colleagues and/or employees as a result of making these changes?

Putting It TogetherSelf-

Awareness

Body Languag

e

Practice new skills

AND……..PRACTICE

PRACTICEAND MORE

PRACTICE

Conclusion•Define Emotional Intelligence•Realize our TRUE Colours•Recognize barriers to communication

QUESTIONS

Resources•Online Emotional Intelligence Testing:•ivillage.com•emode.com•leadershipcharacter.com

ReferencesCherry, K. (2014). IQ or EQ: Which one is more important? Retrieved at Google Search http://psychology.about.com/od/intelligence/fl/IQ-or-EQ-Which-One-Is-More-Important.htmEmotional intelligence workbook. Organizatonal Edmonson Consulting Group. (2012). Workforce Development, UTMB Human Resources.Johnson, L. J., Pugach, M. C. (2004). Listening skills to facilitate effective communication. Counseling and Human Development, 36 (6), 1-8. Retrieved from the UOPX library ProQuest Central data base.

ReferencesMcLaughlin, S., Pearce, R., & Trenoweth, S. (2013). Reducing conflict on wards by improving team communication. Mental Health Practice, 16 (5), 29-31. Retrieved from the UOPX library ProQuest data base.Nichols, M. P. (n.d.). The lost art of listening. Creative Spirit Web Site on Google Search. Retrieved at http://www.creativespirit.net/learners/counseling/docu19.htmOkafor, V. C., Osakinle, E. O. (2014). Conflict resolution through effective communication. Interdisciplinary Journal of contemporary research in business, 5 (9), 321-334. Retrieved from the UOPX library ProQuest data base.

ReferencesSigmar, L. S., Hynes, G. E., & Hill, K. L. (2012). Strategies for teaching social and emotional intelligence in business communication. Business Communication Quarterly, 75 (3), 301-317. Retrieved from the UOPX library EBSCO Host data base. DOI: 10.1177/108056991245031True Colours Web Site and Corporate Program. (2014). Retrieved from HCA management personnel and retrieved at https://truecolorsintl.com/