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Managing Issues
Seek to Understand
(communications)
Process of sending and receiving
messages
Review Question
What are the two forms of
communications?
Review Answer
Verbal- talking
Non verbal- any other communications
Review Question
Which form of communications is used the
most?
Review Answer
Non verbal communication
Brainstorm forms of
Non Verbal
communications
Body Language
Meanings
Slouching
Stiff shoulders
Drum fingers
Arms across chest
Tap foot
Fast speaking
High pitch voice
Not making eye contact
Body Language and
their meanings activity
Body Language charades
Communication
Messge
People do not believe words when their
bodies send a different message.
Communication
Message
Communication is different among different
cultures. Be aware of the culture.
Parts of
communications
Sender
Receiver
The message
Guidelines for
effective Verbal
Communication

Speak for yourself

Use I statements (make it personal)

Avoid speaking for others

Be clear and to the point

Be aware of the listener and surrounding issues

Ask questions for clarity
Discussion Question
Is there a difference between hearing the
message and listening to the message?
Steps to being a better
Listener

Use eye contact

Give your full attention

Concentrate don't anticipate

Show interest

Listen to non verbal clues

Avoid judgments

Give feedback only when asked


Paraphrase what has been said to you back to
the speaker
Ask for more information
Listener Activity
On the screen watch the video. Answer
the questions after watching the video
asked by the teacher.
Steps to being a good
communicator

Speak clearly and loud enough to be heard

Speak at a good tempo

Be a good listener

Give examples to support your views

Take turns speaking


Match understanding of language levels with
listener
Only give your opinion when asked
Communication
Activity
Break into groups of two. Put your backs
together and then follow the teachers
instructions.
How to break through
a communication
roadblock

Use I messages

Focus on problem not the person

Be willing to compromise

Don't be defensive

Look for the “good” in the situation

Stay calm

Realize that you may be wrong

Deal with your emotions
Tips to dealing with
your emotions

Admit how you feel

Talk about your feelings

Write out your feelings

Work off your feelings

Cool off before communicating
The root of poor
communications




Stereotypes
Racism
Prejudice
discrimination
Image formed in advance about
a group of people
Belief that a certain race is
inferior
Like or not like a person without
a good reason
Deny some people rights or
benefits that others have
Sample Stereotypes
All blonds are dumb
Left handed people are creative
People that wear glasses are smart
Males can't cook
Remember, stereotypes are false.
Discussion Questions
Why might some people not be aware of
their prejudices?
What can you do to make sure that you do
not act on prejudice?
How do people become prejudice?
Discussion Question
What is the most negative emotion that
causes Roadblocks in communications?
Discussion Question?
Is it ok to feel anger?
What problems can lead to uncontrolled
anger?
As you aged, has your anger triggers and
reactions to anger changed?
The emotion Anger
Facts on Anger
What makes one person angry may not
make another person angry.
Some act before they think.
Anger #1 reason for conflict.
Some people do not realize that they are
angry.
Anger can help people accomplish things.
Causes of Anger
Stress
Frustration
Feeling threatened
Disrespected
Treated as a stereotype
other
How to handle Anger
Deny the anger
Turn the anger inward
Avoid the anger
Blame others
Tackle the anger problem
Conflict Resolution
Ways to successfully solve problems in a
socially approved manner.
Hints to conflict
resolution
Walk in the others' shoes
Empathize
Be aware of feelings
Find the real problem
Explain yourself
Encourage calmness
Be prepared
Be alert to aggressive messages
When all else fails
Peer Mediation
Everyone must want to solve the problem.
Each person shares the problem and
then repeats what they hear. Find out
what each person wants from the other.
See if each will accept. If not,
compromise.