Effective Communication to Reduce Conflict Employee Assistance Program (EAP)
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Transcript of Effective Communication to Reduce Conflict Employee Assistance Program (EAP)
Effective Communication to Reduce Conflict
Employee Assistance Program (EAP)
Interpersonal RelationshipsBreaking it down…
Interpersonal -- existing or occurring between persons
Relationship -- connection, association or involvement an emotion or other connection between people
Inherent in these associations/connections between two people there may be concerns,
differences and conflicts.
And Building it up…
The most essential element for successful interpersonal relationships is:
Effective Communication
“Working and living in relationships with others is one of the most difficult things
we do”.
Communication is:
Information
Ideas
Feelings
Attitudes
Values
Beliefs
the sharing of
Hopes
Dreams
Fears
Frustrations
Faith
Meaning in Life
with understanding
Communication
The process used to send and interpret messages so that they are understood.
Three Elements of Communication
VocalTone &
Inflection
38%
BodyLanguage
55%
Words7%
93% of communication
is non-verbal
Interpersonal Relationship conflicts are caused by:
Strong emotions
Misperceptions/stereotypes
Poor communication
Miscommunication
Repetitive negative behavior
Objectives of Effective Communication
The receiver interprets the message as the sender intended it.
It achieves the sender’s purposes.
Meaning of Words
The 500 most commonly used words in the English language have an average of 28 meanings each.
The three-letter word “run” has more than one hundred different uses.
“ R u n n i n g l a t e t o a m e e ti n g ”
“A RUN IN MY STOCKING”
Connotations of Words
Word
average
cheap
conservative
determined
flashy
liberal
slender
traditional
Sender’s Meaning
normal
inexpensive
moderate
committed
striking
fair
lean
old-fashioned
Receiver’s Connotation
mediocre
poorly made
radical
stubborn
gaudy
radical
skinny
dated
Sends clear messages
Is in touch with feelings
Does not assume the other person knows what he/she is thinking, feeling, etc. (and perhaps, that those thoughts or feelings are shared by the other person)
Uses language, concepts, experience that other person can understand, appreciate
Checks to see if the other person understands what he/she is sharing
The Sender
Listens
Acknowledges feelings
Is open or concerned about hearing what the other person is conveying
Does not make assumptions or stereotypes based on the past
Hears and interprets messages of others not using our personal filter.
Checks to see what he/she is hearing and interprets the message accurately
The Receiver
Effective Communication
Speak directly to person involved – pay attention to your body language
Use of 3 part statements:Identify behaviorIdentify how you feel about the behaviorIdentify the impact the behavior has on you
Use “I” statements to convey impact of behavior
Convey your needs Establish clear limits and consequences Check for understanding Use “active listening”
Listening
Definition To make a conscious effort to hear and attend closely:
Requires effort
Is active, not passive
How do you know someone is listening to you?
Active ListeningWhat is active listening?
Some examples of active listening include:Use of encouraging wordsBody languageUse of empathy Open ended questionsClarifying questionsCheck for mutual understandingBe in the moment
Why Does Communication Break Down?
Personal style
Barriers:
• Internal
• External
What is your communication style?
Basic Communication Styles-Passive
Not clearly stating what one thinks, feels or wants. The message is one’s own needs, feelings, and desires are less important that the others’.
Goal is to please, to be liked, and avoid conflict.
Resulting feelings are anxious, ignored, hurt, and manipulated.
Benefits are avoiding unpleasant situations and conflicts.
Standing up for one’s rights and believing they are more important than others rights’.
Goal is to win, to dominate, to assert power, to intimidate.
Resulting feelings are self righteous, controlling, superior.
Benefits are to feel control or power, to release anger.
Beliefs are either him/her or me and it’s not going to be me if I can help it, “dog eat dog world.”
Basic Communication Styles-Aggressive
Respectfully and clearly stating what you think feel or want.
Goal is to give/receive respect while making known opinions, wants or feelings, and to communicate effectively.
Resulting feelings are feeling confident and successful.
Benefits are feeling good about oneself and experiencing respect from others.
Beliefs are being honest and not blaming.
Basic Communication Styles-Assertive
Barriers to Effective Communication
Internal and External:
Noise or other physical/environmental distracters
Sender’s and or receiver’s internal noise Lack of interest or motivation Lack of comprehension Disagreement Bias of either toward the other
What Can We Do To Ensure Effective Communication?
Practice Effective Communication. It is the key to successful relationships at work and at home.
Demonstrate Active Listening skills…clear messages, accurate reception and interpretation.
Be self-aware. Take personal responsibility and remember perspective.
Manage your stress. Pace yourself. Use wide-angle lens. Train for change. Take good care of yourself. Develop and use your support system.
You can only care for others to the degree that you take care of yourself.
You Can:
Something to Think About…..
The greatest problem of communication is the
illusion that it has been accomplished.
~George Bernard Shaw
For more information, contact…
Elizabeth Robinson, [email protected]
or call 860-679-2877Ct toll free: 800-852-4392
EMPLOYEE ASSISTANCE PROGRAM