2. “There may be no single thing more
important in our efforts to achieve
meaningful work and fulfilling relationships
than to learn to practice the art of
communication.” Max De Pree
3. 1. Identify strategies and benefits of effective
communication
2. Explain the characteristics and functions
of a team
3. Describe conflict management tactics
4. List the five Keys of Professionalism
Lesson Objectives
4. • Builds trust, loyalty and respect
• Teamwork and effective conflict resolution
keep morale high and promote work
efficiency
• Professionalism is part of providing
exceptional customer service, and taking
pride in yourself and what you do
Effective Interpersonal Skills
Benefits
5. • Communicate ideas effectively and
persuasively, verbally and in writing
• Listen to ideas and concerns of others
• Manage conflicts and disagreements in a
constructive manner
• Build and maintain effective working
relationships
• Inspire, guide, and motivate others
Your Role
9. Supervisor’s Role
Informing
• Leader to leader, leader to employee
Influencing
• Converting others to a different
attitude/behavior
Inspiring
• Motivating creative/innovative productivity
Interacting
• Establishing successful working
relationships
10. Characteristics of
Effective Communicators
• Awareness
• Fully present
• Sensitive about how
message affects others
• Authentic and credible
• Open to mutual exchange
• Use all types of communication
11. Effective Communication
Supports Organizational Goals:
• Sharing information
• Clarifying expectations
• Making decisions
Benefits Personnel:
• Creating trust
• Increasing morale, efficiency, retention
• Generating healthy working relationships
13. Active Listening
• Verbal
• Nonverbal
• Actively involved
“People’s inability to communicate
is a result of their failure to listen.”
- Carl Rogers
15. Speaking
Clear and direct speech can prevent or
correct misunderstandings, and keep
discussion on track
• Stating goals
• Addressing uncertainty
• Providing feedback
• Correcting course
18. Communication Barriers
Speakers
• Speaking “over” or “under”
the listener
• Adding too much detail
• Losing the point
• Using contradictory non-verbals,
including voice tone and volume
19. Communication Barriers
Listeners
• Listening just to break in
• Evaluating/making judgments
• Not asking for clarification
• Focusing on rebuttal
• Allowing emotions or beliefs to interfere
20. Supervisor’s Role
Watch for poor
communication
issues
Encourage honest
two-way
communication
Promote communication
between upper management
and employees
21. Supervisor’s Role
Providing Feedback that is:
• Specific
• Timely
• On-going
• Descriptive and impartial
• Considerate/empathetic
• Constructive
28. Approaches for Team
Management
An emergency requires:
• Directive leadership
• Quick decisions
• Thinking on your feet
• Trust in team
Responsive
• Continuous work
with team over a
period of time
• Projects requiring
creativity and
innovation
Planned
29. Encouraging Teamwork
• Communicate mission, purpose, goals
• Reward collaboration and cooperation
• Promote participation, diversity, and
employee development
• Provide feedback
• Resolve conflict
• Rebuild teams
36. Team Development
Stage Characteristics
Forming • Examining goals & task boundaries
• Questioning methods
Storming • Problems of control
• Emotional responses
Norming • Establishing norms
• Developing group cohesiveness
Performing • Increased task activity
• Increased contribution to group
Adjourning • Sense of accomplishment
• Sharing results
37. Your Role in Team Development
Stage Style Leader’s Role
Forming Directing • Provide structure
• Establish process/procedure
Storming Coaching • Listen to problems
• Mediate
Norming Supporting • Establish norms
• Coach decision making,
problem solving
Performing Delegating • Provide resources
• Remove obstacles
Adjourning Facilitating • Disband team
42. “Peace is not absence
of conflict, it is the ability
to handle conflict by
peaceful means.”
Ronald Reagan
40th U.S. President
1911-2004
43. Destructive Conflict
• Struggle between desires/aims
• Integration of conflicting desires seems
impossible
• Defeat of opponent seen as essential
44. Destructive Conflict
Occurs when team members:
• Verbally attack/denigrate another team
member
• React with hostile tone, voice, gestures
• Display dismissive attitude
45. • Diverts time and energy
• Decreases morale
• Polarizes groups
• Deepens value differences
• Produces irresponsible behavior
Destructive Conflict
Consequences
47. Constructive Conflict
Occurs when team members:
• Feel free to express opinions
• Can disagree with other team
members
• Recognize that conflict may not be
resolved satisfactorily
64. Why be Professional?
Self-esteem, success, and happiness
Pride in the excellence of your work
Role model for coworkers/superiors
Facilitates a culture of moral conduct
and accepted (and expected!) behavior
66. 1. Make a commitment to be a professional.
2. Always do or say what you believe is the
right thing to do or say.
3. Look and act professionally.
4. Take pride in your work.
5. Learn your craft, and teach it to others.
Ten Rules of Professionalism
67. 6. Be accountable and responsible for your
actions.
7. Do not tolerate mediocrity.
8. Do whatever you need to do, whenever you
need to do it.
9. Do something useful to serve others.
10.Continually invest in your own personal
development and growth.
Ten Rules of Professionalism
71. Effective Communication
A critical skill needed for SCI Division
supervisors to communicate up and down the
chain of command. Strategies include:
• Active listening
• Speaking clearly and directly
• Avoiding communication barriers
• Staff feedback that is:
• Specific
• Constructive
• Timely
• Ongoing
Lesson Wrap Up
72. Promoting Teamwork
Leads to effective working relationships within
a cohesive staff unit, with high morale and
improved work efficiency.
Create buy-in by keeping staff informed and
involved in decisions that affect them, ask for
input, put ideas into practice. Tactics:
• Clearly express goals
• Reward collaboration
• Promote participation and diversity of skills
• Resolve conflicts
Lesson Wrap Up
73. Conflict Management
Conflict doesn’t have to be destructive.
Constructive conflict is beneficial by clarifying
issues and stimulating new ideas for solutions.
Supervisors can manage conflict through:
• Prevention - explicitly communicating expectations
• Resolution - swiftly addressing/resolving issues
• Preparation - developing policies addressing conflict
• Evolution - learning from their own and other
supervisors’ experiences
Lesson Wrap Up
74. Professionalism
Is a CHOICE. Professionals hold themselves
to higher standards, with honorable values
and the goal to continuously improve.
Choose to be a professional, and inspire
professionalism among your staff members
• Model the 5 Keys: Character, Attitude, Excellence,
Competency and Conduct
• Set expectations
• Recognize and reinforce professional behavior
Lesson Wrap Up