Date post: | 12-Jan-2017 |
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Effective Communicationfor Employees
DeKalb County Human Resources,Organization and Employee
Development
Instructor:Tammie Mays, OED Manager
NameWhere do you work within DeKalb?How long with the countyClass expectations
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Who Are You?
Housekeeping Introductions Desired Outcomes Define Effective Communication Communication Models Review & Reflection Communication Barriers Active Listening Communication Activity
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Agenda
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At the end of this course you will;• Know what is required for effective communications• Recognize the important parts of the communications
processes• Understand how our view of reality is shaped by our
perceptions• Be able to identify inter-personal barriers to effective
communications
Desired Outcomes
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Review and Reflection
1.What have you learned?
2. What actions will you take
at work based on your learnings?
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What is Effective Communication?
Increasing the levels of understanding
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Important Components of Effective Communications…
1.What is the most important part of communications?
2.What is Understanding?
Activity:What are some examples of a shared experience?
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Filter Components
1. Experiences2. Biases3. Opinions4. Values
Idea EncodeVerbal
Non-VerbalRcvd Decode
WordsTone of voice
ObjectsActions
Signs
10%
20%
70%
Sender Receiver
Communication Process
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2-Way Communication Model
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When Are You Not Communicating?
NEVER….You Are ALWAYS Communicating!!!
Review and Reflection
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1.What have you learned?
2. What actions will you take
at work based on your learnings?
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Physical distractions• Noise levels• Physical structures• Distance
Semantics• Slang• Professional terminology
Cultural differences• Race• Religious beliefs • Nationality
Mixed messages• Ulterior motives• Competing personal priorities• Competing organizational priorities
The absence of feedback• Avoidance behaviors• Lack of performance updates
Status effects• Elected official / Departmental Personnel• Between departments• Managers/Employees• Between professional fields
Barriers to Effective Communication
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10% of what we read
20% of what we hear
30% of what we see
50% of what we see and hear
70% of what we say and do
We Remember Approximately …
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1st time = 10% retention
2nd time = 25% retention
3rd time = 40-50% retention
4th time = 75% retention
Repetition Increases Understanding
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1. Check your motives2. Get to the point3. Stick to the point4. Your body speaks volumes5. Be conscious of your tone6. Say what you mean & mean what you say7. Listen for understanding8. Get help with tough communications9. Simplicity is best
Secrets to Effective Interpersonal Communications
Active Listening Tips
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Stop Talking Start listening with
the first sentence Concentrate on what
is being said Look for the meaning Avoid interruptions
Ask questions Remember key
points Ignore distractions Use nonverbals Don’t overreact
Review and Reflection
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1.What have you learned?
2. What actions will you take
at work based on your learnings?
Review and Reflection Activity
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In Groups of Two
Pick a scenario Discuss with partner Action
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Communication Activity
Increasing the level of effective communication
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What Would You like To Fix?1. What communication issues would you like to resolve (they can be your issues or the issues of someone else)?
2. What is the desired outcome or result you are looking for?
3. What is your role in getting the desired outcome?
• What is required for effective communication?• What are the parts of effective communication
and why are they important?• How does our/your view of reality shaped by
our/your perceptions?• What are some barriers that affect effective
communication?
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Did We Meet The Objectives?
What did you like about this course?What could have gone better?What would you change?
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Feedback…
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Thank You for Your Participation!!!!!!!!See you soon!