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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”