Interpersonal Communication Powerpoint - NDOC.ppt
- 1. Performance Objectives Identify the elements of effective interpersonal communication. Define “Communication”. Understand your “Communication style”. Identify “Barriers” to effective communication. Identify negative examples of non-verbal communication.
- 2. Identify Strategies for dealing with difficult people. Identify examples of difficult people. Identify difficult coworkers. How poor communication contributes to a negative workplace. Identify techniques to de-escalate a verbal confrontation while remaining professional. Identify the importance of self-evaluation “Tactical thinking” when dealing with difficult people. Define “Active listening”.
- 3. Identify factors that develop a negative public response. Identify effective ways to comfort an emotionally upset individual. Identify how gender issues contribute to perceptions of the other’s behavior. Identify techniques to handle generational issues. Identify how personal motivation affects human behavior. Officer communication skills. Questioning and listening techniques
- 5. Robert Bolton Eighty percent of people who fail at work do so for one reason. They do not relate (communicate) well with others.
- 6. Communication Defined The exchange of: ___________ , ____________, or _______________; By _________, ________, ________, or by ___________ Interpersonal Rapport thoughts messages information speech signals writing behavior
- 7. What is your Communication Style? Communication Style Self-Assessment It is important to be aware of your communication style and also the communication style of those that you are speaking to. 7
- 8. Roadblocks – What Gets in the Way Roadblocks can become strengths if we increase our awareness of our own tendencies, and acknowledge their impact on all our interactions
- 9. 11/15/2023 9 The primary responsibility of effective interpersonal communication lies with: _______________________ The Communicator/ Sender
- 10. Group Resume To lead a group of people from many different countries and cultures from around the world, into unchartered territory in the wilderness to see if it is habitable for humans.
- 11. IPC IS IRREVERSIBLE Once the words are said Non-verbal cue sent You cannot take it back
- 13. Body Language Understanding Gestures in Context 11/15/2023 13
- 14. Examples of Body Language 11/15/2023 14
- 15. Body Language Hands on hips Known as confrontational A non-verbal challenge
- 16. Body Language Looking away Ignoring you Looking for escape route Preparing to fight or run
- 17. Body Language Rolling shirt sleeves up High stress or anxiety Getting ready to fight
- 18. Body Language Face and Head Face conveys emotion Head conveys attitude
- 19. Body Language Foot direction Often indicates where the person wants to be One of the hardest to disguise
- 20. Body Language & Officer Safety Head angle indicates fight or flight Dropped or raise chin – fight Confirming gesture of fight fixed stare Watch area around neck (muscle tightening) possible attack “Happy Feet” Short, choppy gestures/verbal threat is real
- 21. Palms out, can indicate emotion Watch out for deadly hands Multiple gestures and deadly gaze Knuckle-popping, flexing means trouble Red face Raised eyebrows Setting of hands Hands on hips
- 22. Fixed dilated stare Watch the one not talking Flared nostrils, setting of jaw Mouth tense, lips down at corners Eyes wider during periods of intense emotions
- 23. 4 Pillars of Non-Verbal Communication
- 24. Difficult People Who are they? The most difficult person you have to contend with is ______________ Why are people difficult? _________________________________ yourself angry, upset, having a bad day
- 25. Dealing with Co-Workers Student Manual The Aggressor The Unresponsive The Underminer The Egotist
- 26. 5 Ways to Deal with Difficult Co-Workers 1. Be prepared for conflict 2. Do not fuel the fire 3. Lend a helping hand 4. Get a third party involved 5. Move on
- 27. Managed Conflict Strengthens relationships and builds teamwork Encourages open communication and cooperative problem solving Quickly resolves disagreements and increases productivity Deals with real issues & concentrates on win-win resolution Unmanaged Conflict Damages relationships and discourages cooperation Results in defensiveness and hidden agendas Wastes time, money and human resources Focuses on blaming and fault finding
- 28. Managed Conflict Makes allies and defuses anger Airs all sides of an issue in positive supportive environment Is orderly, calm and focused Unmanaged Conflict Creates enemies and hard feelings Is frustrating, stress- producing and energy-draining Is often loud, hostile and out of control
- 29. Peace is not found avoiding conflict Peace is attained by learning to live with and successfully manage conflict
- 30. Advantages of Conflict Conflict presents many positive aspects. It can be an opportunity for __________ _________ personal growth
- 31. In a Conflict Situation Before you attempt to control others, you must first maintain control of yourself (mentally, emotionally, and physically) Losing control of self can result in: – Over-reaction, loss of situational awareness, escalation of violence, lawsuits and personnel complaints. You must remain: “Professional Under Pressure”
- 32. Elements of Public Safety Professionalism Peace Officers enjoy ________________ _________ ________ is never out for a ________________ Required to adhere to a set of policies and procedures, a _______ ___ ________ True professionals honor this responsibility and do not misuse their ______________ celebrity status School professional Code of Ethics authority
- 33. Remaining Professional Under Pressure 1. Personalize your service 2. Be a L.E.O. (__________________) 3. Treat people with dignity and respect 4. See the other person’s point-of-view Leave Ego Out
- 34. 5. Use active listening 6. Stretch your flash point 7. Give people a way out that looks good to them 8. Agree, then turn it around 9. Focus on your professional objective; sidestep insults 10. Role model what you want
- 35. 11. Give before you get 12. Use positive self talk 13. Life is a marathon, not a 100-yard dash 14. Project professionalism. Use professional voice and body language to strengthen credibility 15. Be reasonable and rational
- 36. What Are Your Tools? You can gain or lose control by your: – _________________ – _______ _____________ Confrontation vs. cooperation – decide what you want. Remember, _____ of law enforcement is done by verbalization. verbalization body language 98%
- 37. Tactical Thinking Gaining and maintaining control of situations means control of people. Controlling yourself comes first Controlling your thought process, how you talk to yourself, is the key to ______________ Self Control
- 38. Problems that Inhibit Professionalism Negative mind set = a bad attitude Negative self-talk Lacking a positive belief of self Failure to take responsibility Lack of self-discipline Performing less than our best
- 39. No goals Failure to be open to learn Only seeing our own view Being dishonest Avoiding Conflict Lacking self-confidence Lacking self-respect Treating others disrespectfully
- 40. If under duress, you cannot perform well Performance 100% 0% 100% Tension / Stress Professional Zone
- 41. Cycle of Behavior Consequences Reinforcement Self Talk Beliefs Self Talk (Thinking) Emotions Behavior
- 42. How to Stop the Cycle _____ _____ Challenge long-standing limiting beliefs Improve from your past Practice, study, learn Positive self-talk can break the cycle of unproductive behavior Self Talk
- 43. Expectations vs. Reality EXPECTATIONS REALITY STRESS The larger the gap the higher your stress level.
- 44. General Mind Set To successfully and effectively communicate, have honest ____________, and an _____________, __________ _________ Be a L.E.O. (________ _____ _____) Great Leaders are Great Communicators Great Communicators are Great Listeners concern empathetic caring attitude Leave Ego Out
- 45. Active Listening vs. Listening ________ __________ = understanding or comprehending the intended message. Speaker feels respected. ___________ = hearing – not necessarily understanding or communicating the intended message. Active Listening Listening
- 46. Active Listening Gives them what they need and calms them down because it makes them feel ___________ It also empties their angry cup Active listening is ______ ______ You learn a lot By listening you __________ them to listen respected Hard Work motivate
- 47. People speak 100-175 words per minute We listen at about 300–400 words per minute Here is how your message is received: – What: ____% verbal (words you use) – How:_____% is your voice (tone, intonation) – Seen:_____% is body language 7 38 55
- 48. Active Listening Three responsibilities for the listener: ___________ __________ ___________ (non-verbal) (verbal) (feedback) (confirming) Attending Following Reflecting
- 49. Listening with Purpose (Mental Discipline) Listen to more than words – how does the person feel Listen with your eyes What are they saying and how is it said “Law of Reciprocity” Physical Discipline Deep Listening
- 50. Speaking: Projecting Professionalism What we say vs. How we say it Audience will only get ___% from ______ 38% by your _____ ___ ______ 55% is what they pick up _________ Only ___% is delivered by words you use. _____% by how you say what you say. 7 verbal tone of voice visually 7 93
- 51. 11/15/2023 51 Factors That Develop a Negative Public Response Condescending Dishonest/ deceptive Manipulative Threatening/ confrontational Inattentive Insincerity Lack of follow-through Lack of preparation Assumptions, bias, prejudice
- 52. How to Deal with Insults, Challenges & Verbal Hostility Remain professional in how you project yourself Remain professional while taking verbal flak Maintain your self control (Do not allow anyone to push your buttons)
- 53. Be a _____________ not a thermometer _______ _____ ______ ______ thermostat Never play their game
- 54. Six Steps to Manage Verbal Hostility 1. Use _________ _____ ______ 2. Ignore, deflect insults 3. Use a process comment 4. Use active listening 5. Make an agreement comment 6. State what you need. Positive self talk
- 55. Upset, Difficult, Dangerous ______ ____________: projects an example of what you want to accomplish. Presenting yourself in a calm, professional, peaceful image does not add to the tension Seek cooperation Role Modeling
- 56. 7 Steps in Gaining Cooperation 1. Use __________ ______-_______ 2. Project _________________ 3. ____ - for what you want 4. __________ 5. ___________ (good vs. bad) 6. Clarify cooperation vs. resistance 7. Time to repeat and reinforce the negotiation points or escalate to force Positive Self Talk Professionalism Ask Explain Negotiate
- 57. Practical Solutions to Real Problems 1. Provide clear information 2. It is OK to tell the person you are sorry for their pain 3. If experiencing confusing emotions, explain that it is normal 4. Avoid interrupting
- 58. 5. Help people focus on short-term goals 6. Be willing to accept people for who they are 7. Be tolerant 8. Do not be afraid to say “I do not know”
- 59. Emotionally/Mentally Disturbed People 1. Size can be deceiving 2. Perceptions may differ considerably 3. Pace the contact 4. Patience can be priceless 5. Maintain tactical vigilance 6. Get as much information as possible prior to contact
- 60. Police and ASD 1. Autistic Disorder 2. Asperger’s Disorder 3. Rett’s Syndrome 4. Childhood Disintegrative Disorder 5. Pervasive Developmental Disorder
- 61. 28 Principles to Guide You When Dealing with ASD 1. First be safe 2. Persons with ASD are diverse 3. Manage your back-up 4. Do not interfere with “self-stimming” 5. Move 6. Allow for acclimation 7. Do not expect eye contact
- 62. 8. Do not equate inability to speak with deafness or illiteracy 9. Do not read meaning into words alone 10.Use a normal volume of voice 11.Keep your tone of voice soft 12.Use an economy of words 13.Give them extra time to answer (11 sec) 14.Dispel their fear 15.Say “good job: to kids and adults 16.Use unthreatening body language
- 63. 17. Model the behaviors you want to see 18. Personal space is relative 19. Look for a cause 20. Striking out is communication 21.Tell them the “rules” 22.Quiet hands and feet 23.Biting is a common defensive behavior
- 64. Gender Issues Men – final solution oriented – Use fewer words to express themselves – Go straight to the bottom line and back fill only if necessary – Tend to finish one topic before going to another topic – Does not nod head unless agreeing during conversation Women – Talk all points of the issue – Use more words to make a point – Want to discuss the issue or problem to come up with a solution – Often change topic in middle of conversation – Nods head as a person speaks (not agreement)
- 65. Generational Possibilities Veteran BB GenX GenY 1925-1945 1946-1964 1965-1979 1980-2000 Outlook Practical Optimistic Skeptical Optimistic Work Ethic Dedicated Driven Balanced Need Guidance View of Authority Respectful Love/Hate Un- impressed Un- impressed Leadership by Hierarchy Consensus Competence Flexibility Relation- ships Personal sacrifice Personal gratification Reluctant to commit Personal gratification Perspective Civic Team Self Self
- 66. 5-Star Treatment You must give before you get respect ___-_____ _____________ cost you nothing but it pays big dividends. 5 Star Treatment
- 67. How to Maintain Self Control Energy, effort and self-discipline Strengthen your self-confidence and self- discipline
- 68. Turn Weakness into Strength Plato had a speech impediment so he put pebbles in his mouth and practiced trying to speak clearly. Wilma Rudolph was in leg braces at age 11 due to polio. At 16, she won a silver medal for sprinting at the Olympics. At age 20, she won 4 gold medals at the Olympics.
- 69. Spud Webb N.C. Hornets – NBA slam dunk champ. He is 5’9” Demsey, NFL football place kicker only has ½ a foot
- 70. All four of these people: Took __________ _________________ for their short comings Had or ___________ a __________ _________ in themselves Developed a high frustration tolerance (_____-____________) Developed and maintained tremendous self-control. Personal Responsibility developed positive attitude Self Discipline
- 71. Officer Communication Interview Skills Information Questions – How, Who, What, Where, When, Why Precision Questions – What exactly? When exactly? Who exactly? How Much? Powerful Questions – What is stopping you? What are you afraid might happen if you….? Reflective Questions – So you are saying that…..
- 72. Probing Questions Clarifying – Are you saying that …? Understanding – Could you explain further? Offering Ideas/Insights – Have you thought of….? Digging Deeper – What else happened? Unpeeling Layers – And then what happened?
- 73. Use Open-Ended Questions Make no suggestions Invite witnesses or victims to talk in their own words Act as a memory prompt Get people talking Encourage full answers Help to get accurate information
- 74. Examples What can I do to help? (open-ended) Can I help you? (closed- ended) Can you explain to me how you feel?(open) Are you upset? (closed)
- 75. Avoid Closed-End Questions Courts may consider them as leading Do not suggest an idea to the witness or victim Do not lead the witness or victim to repeat what YOU said Avoid one word answer questions. Example: Does the suspect have a beard?
- 76. How To Get Information Let the witness or victim talk 80% of the time Use their words when you ask subsequent questions Do not interrupt a statement Ask victim to confirm points
- 77. Examples of Powerful Questions What can I do for you? What do you think the problem is? What is your role in this situation? What is preventing you from….? Tell me more about that? Explain to me how you are feeling?
- 78. Emergency/Death Message _____ ____ ______ _____ Be sure of your victim’s ID and status Choose location Keep objectivity Keep information release minimal Discreet radio traffic Bring support Be prepared for different reactions Leave contact information Be kind, considerate and professional Follow Your Agency Policy
- 79. Media Know your agency policy What can happen if released improperly If you have to give out information – Keep it to a minimum – Never say “No Comment” – Refer them to person who can assist or give a time when information can be released
- 80. The media are paid to get the story, do not let it be _____ who gave them the information that compromises an investigation, embarrasses the department or who is charged with a policy or law violation. you
- 81. How to Meet and Greet Professionally 1. Set the tone 2. I.D. yourself and your organization 3. State the reason for the contact 4. Their reason for behavior 5. Make request 6. Inform them of your actions 7. Professional close
- 82. P = ____________ belief in yourself R = _______________ for who you are O= _______ to the reality of life F = _____ for life: mentally, emotionally, E = ___________: concern for others S = _______________: build high tolerance S = __________________ I = ______________: maintain expertise O= __________: Good time management N = ________: high moral character A = ___________: take control L = _______: yourself, others, your work Positive Responsible Open Fit Empathy Self Discipline Self Confidence Intelligence On Time Noble Assertive Love
Editor's Notes
- #5: PO#6 Objective - Identify the elements of effective interpersonal communication. True / False Body language is the first message you put out when people see you?
- #7: PO#4 Objective - Define “Communication”. True / False Behavior is part of communication
- #8: Objective - Understand your “Communication style”. True / False Understanding individual personality types will enable one to better deal with individuals in a positive way.
- #9: PO#5 Objective -Identify “Barriers” to effective communication.
- #12: PO#8 Objective - Identify negative examples of non-verbal communication. Identify the non-verbal communication signs Crossed arms Looking at your watch Tapping your foot All of the above
- #13: Professionalism:
- #19: Chin down – confrontational Looking over or down the bridge of the nose - condescending
- #25: PO#15 Objective -Identify examples of difficult people. List three examples of people you may have difficulty with ______,_______,________. Examples: victims of crimes, Suspects of crimes, domestic incidents, death notifications, ect
- #26: PO#12 Objective - Identify difficult coworkers. How poor communication contributes to a negative workplace. List ways to deal with difficult co-workers: Be prepared for conflict Do not fuel the fire Lend a helping hand Get a third party involved Move on
- #27: Tired of bullying in the office? We all have at least one: the coworker, client, or boss you just can't stand. They make life difficult, and they may even make you question your sense of self-worth. Unfortunately, the chances of them going away are next to nil. If the person is just generally annoying and doesn't have a direct bearing on your work, you may be able to ignore them. But if they bully you and you have to work with them on a daily basis, it's time to take action. 1. Know how to spot the problem people in your organization. They show a variety of symptoms: Some are serial chatters and won't let you get a word in edgewise. Others dodge blame. Some fail to turn in work on time, no matter how much leeway you give them, forcing you to pick up the slack. Some may gossip about others behind their backs. And then there's the toxic coworker who just never has anything nice to say about your work. Toxic coworkers can take many forms, and your first line of defense is to identify them. 2. Whether you like it or not, your manager is in charge. If your boss is easygoing and a joy to work for, that shouldn't be a problem. Unfortunately, there are far too many people out there who are not easy to work for and are demanding, arrogant, moody, or just plain mean. Sometimes confronting a difficult boss can put your position in jeopardy. But if confrontation is necessary, try not to make the bad boss feel defensive. 3. Your first reaction may be shock at the way you're being treated. At work, you expect others to act professionally -- not an unreasonable request -- and it can be difficult to discover coworkers or clients who behave in a childish or hostile way. Take time to let the shock wear off, then try to evaluate what's going on. 4. If you're dealing with a problem person at work -- especially one who bullies or undermines you personally -- you probably need to take action. If you don't, there's a good chance the situation will deteriorate even more, not to mention that the stress of dealing with a bully could take its toll on you and your work. You need to let the offending coworker know you're aware of their behavior and are willing to take it to someone higher in the chain of command if needed. 5. Whatever you decide to do, don't let it wait. The longer you deal with the toxic situation, the angrier you'll become. When you finally do take action, you might behave in a way youll regret later. It's better to handle the problem before it really sours, while you're still emotionally in control.
- #28: PO#16 Objective - Identify Strategies for dealing with difficult people. Unmanaged conflict _________: Quickly resolves disagreements and increases productivity Encourages open communication and cooperative problem solving Wastes time, money and human resources Strengthens relationships and builds teamwork
- #34: PO#9 Objective - Identify techniques to de-escalate a verbal confrontation while remaining professional. True / False Professionalism is not necessary when trying to de-escalate a situation
- #38: PO#1 Objective - Identify the importance of self-evaluation “Tactical thinking” when dealing with difficult people. True / False Self Evaluation helps you control your though process and thus helps control the situation you are involved in
- #46: PO#10 Objective - Define “Active listening True / False Active listening just does not involve just listening to the words being said, but how they are said
- #52: PO#7 Objective - Identify factors that develop a negative public response. What is not a Negative public response factors: Condescending Inattentive Understanding Manipulative
- #53: PO#3 Objective - Identify effective ways to comfort an emotionally upset individual. True / False Remaining professional allows you to deal with threats and hostility
- #61: ASD - Autism Spectrum Disorder
- #65: PO#13 Objective - Identify how gender issues contribute to perceptions of the other’s behavior True / False Men are better are solving problems than women
- #66: PO#14 Objective - Identify techniques to handle generational issues. True / False Gen X and Gen Y have an unimpressed view of authority
- #67: PO#2 Objective - Identify how personal motivation affects human behavior.
- #72: PO#11 Objective - Officer communication skills. Questioning and listening techniques Who, What When Where, Why and How are _________ questions? Information Precision Powerful Reflective