Download Communicating effectively

Communicating effectively
• Demonstrate respect for others and
yourself
• Express yourself in a clear and open
ended way
• Understand and take others’ points of
view
• Resolve conflict and make compromises
over disagreement
Skills involved in effective
communication
• Attending – focusing your attention on
what the other person is saying or doing
through open body language and
appropriate eye contact
• Active listening – this includes taking into
account:
• Who is sending the message
• The context of the message
• Our reactions and feelings about the
message
• The purpose of the message
• Possible barriers to effective
communication
• Reflecting – involves confirming the
message by repeating it back to the
sender to avoid misunderstandings
• Responding assertively – responding in a
way that signals respect for the sender
Ways to convey respect when
communicating with others
• Using the person’s name
• Indicating your interest through
appropriate body language and eye
contact
• Avoiding making judgements
• Listening to the whole message without
interupting
• Acknowledging and working to understand
the other person’s point of view
• Observing appropriate confidentiality
“I” messages
• These give signals that the speaker is
taking responsibility for the
communication and their feelings in any
given situation
“I” messages can have 3 or 4 parts
• I feel……(disclose the feelings)
• When….. (describe the situation)
• Because….. (effect of the situation on you)
• And I want……
• Example: “I get really upset when your
dog barks at me because I get frightened
and I want to talk to you about some
ideas for stopping this”.
Sharing information
• Effective communication and information
sharing is essential to the smooth
operation of the workplace
We need to be aware of:
• The importance of the information
received
• The consequences of the information
• Who else in the organisation needs to
know
• The best way and time for sharing
particular types of information
Important things to consider:
• Ensuring appropriate confidentiality
• Passing essential information on promptly
and to the right person
Sharing information with others in
order to complete work may
require you to:
• Pass on messages to other team members
• Pass on information that you have
received
• Share ideas for developing programs
• Share ideas for the development of the
service
• Request the need for assistance or
support
• Provide feedback
• Maintain confidentiality
• The correct use of service policies and
procedures in relation to sharing
information is essential for co-operative
and trusting workplace relations
Scenarios
• Ask your self whether the information
shared will help the team member
complete workplace activities..
• Do you think the information shared was
appropriate or inappropriate?
Situation 1
• Rina is a vegetarian. She tells her
colleagues that whenever the children are
eating a meal that includes meat she
would rather not join in the lunch time
routine
Situation 2
• Clare follows a particular religion. Her
particular faith does not approve of
celebrations. She tells her colleagues that
she feels uncomfortable participating in
the birthday celebrations of children at the
service
Situation 3
• Pieter had a big night out with friends last
night. When he starts his early shift he
says (laughingly) ”I have a headache now.
I had too much to drink last night and
didn’t get much sleep. Don’t give me too
much to do. I’m still drunk”