Effective, Assertive Communication Improving Your Skills
CONCERN: Employee Assistance Program A Benefit for Employees and Families 2
CONCERN: EAP Services Work / Life Benefits Work / Life Benefits Immediate solutions to life’s toughest challenges • Parenting/Childcare Resources, Eldercare Services, • Legal/Financial Consultations • Short Short Term Counseling Term Counseling Professional, confidential assistance • For you and your dependents • The Resilience The Resilience Hub Hub ™ & Life Adviser & Life Adviser Online members exclusive resources center • Articles, videos, training courses and more • Self-help toolkits, guides and tips • Triumph over stress, improve your well being • 24/7 24/7 free, confidential 800 free, confidential 800 number answered live number answered live 3
Getting Started • Call for an appointment 6:30am to 5:00pm (Pacific Time) Monday through Friday • In crisis situations, call 24/7 for immediate telephone support • For more information – Ask your HR/Benefits Department – www.concern-eap.com – Call CONCERN at (800) 344-4222 4
Effective, Assertive Communication Improving Your Skills 5
Agenda • What is Effective Communication • Communication Styles • Techniques to Improve Communication Skills • Non-verbal Communication and Communication Barriers 6
Communication Process Appropriate Channel clear and congruent verbal and non-verbal messages Sender Receiver Active Listening clear and congruent verbal and non-verbal feedback 7
What is Effective Communication? Effective communication is being attentive Distinguishing between listening and hearing • Entering the other’s world • Not assuming • 8
What is Effective Communication? It also means communicating assertively • Making relationships more equal • Saying what you feel • Being straight forward about what you mean • Achieving win-win 9
Basic Communication Styles • Passive – I’m not okay • Aggressive – You’re not okay • Passive Aggressive – You’re not okay, but I will let you think you are • Assertive – I’m okay and you’re okay 10
Characteristics of Assertive Individuals • Stand up for rights and beliefs • Convey sensitivity • Understand other’s feelings • Confront conflicting behavior 11
“I” Language Assertiveness 1.Express your feelings 2.Describe the behavior 3.Describe the effect on you 4.Give a statement of the desired change 5.State the consequences if the behavior does not change 12
Components of Non-Verbal Communication 13
Sender/Receiver Disconnect Two leading causes of communication breakdowns and misunderstandings • Listening Barriers • Contradictory messages Solutions • Discard bad listening habits • Build effective listening skills • Learn to read body language 14
Clarification Skills A.Hearing B.Clarifying and Confirming C.Responding 15
When to Consider Calling Your EAP • Emotional mood swings • Increased drug/alcohol use • Reckless behavior • Decreased work performance • Fractured relationships • Disrupted sleep and appetite • Suicidal thoughts 16
Questions 17
CONCERN: EAP Services The Resilience Hub ™ & Life Adviser Online members exclusive resources center • Articles, videos, training courses and more • Self-help toolkits, guides and tips • Triumph over stress, improve your well being • Learn how to manage stress, build resilience and • create positive habits www.concern-eap.com 800-344-4222 18
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