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Communication Essentials™ Promoting Professionalism in the Workplace
SOLLAH EXCLUSIVE!
Effective communication is the cornerstone of any successful organization. Whether you're interacting with colleagues, clients, or stakeholders, the way you communicate can make or break the outcome of your interactions. Why maximize your workplace communication? Simply put, doing so helps you avoid common pitfalls associated with bad communication including: misunderstandings, low morale, conflict, missed deadlines, poor decision making, customer dissatisfaction, lack of innovation, employee turnover and legal issues. Addressing these pitfalls through improved communication strategies can significantly enhance organizational effectiveness and employee satisfaction.
What’s This Even Mean? (from The Future of Work™)
The speed of communication is increasing and changing. This happens at all levels whether it’s face-to-face, online, text, email, video, phone... It’s happening all the time, everywhere, and impacts every generation. When we have generational differences, it’s easy to have misunderstandings and miscommunication… because we won’t all communicate in the same way.
Listen Up! Is That What This Is... A Discussion?
An important part of communication excellence is your ability to get your point across effectively by speaking clearly and confidently. In some situations, it’s not always easy to speak up. The situation may be tense, or you may lack confidence in our ability to get our point across effectively. When you want to get your point across, you need to plan for four aspects of your communication.
Listen Up! I'm Pushing Them All the Time
Listening is the most used aspect of communication, and the way we listen determines what we hear. The most common type of communication is passive listening - when you hear what someone else is saying, but you’re not really actively engaging in the communication process, getting involved with what the other person is saying or telling you, or trying to understand the communication. We need to become active listeners!
When the Boss Calls a Meeting… (from The Future of Work™)
When generational communication differences cause misunderstandings about things like work requirements and work/life balance, what do you do? Our generational differences do influence our views about authority, and hierarchy. They also impact the things we say and how we say them. Many organizations have inherited traditional structures and practices that are rooted in militaristic approaches popular in the past. Using the M.E.E.T.® model is like having a coach helping us through the process. That way we create shared understanding, new agreements, and clear expectations.
Discussion Card: Understanding Intent vs. Impact
Having the tough workplace discussions are never easy. Opening up the proper lines of communication (getting your intent and impact across) to discuss the 'not-so-easy' stuff is essential to properly address them. These easy-to-use cards provide a simple model (I.M.P.A.C.T.) along with thought-provoking questions on effective ways to tackle the tough discussions with grace and respect. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Accurate Communication - A Quick Conversation
In New York, taxi means a “black and yellow,” in India a “rickshaw,” in Thailand a “tuk tuk,” and in Haiti a “tap tap.” Travelers in foreign countries can be very surprised by another culture’s definition of taxi. Therefore, even with the most common of words, understanding the context in which that word is used is critical to understanding the significance behind what is being said, whether communicating across the world or across the hall.
Adapt to Encourage Growth - A Quick Conversation
Whales possess the ability to adapt what they hear and then make it their own. Adaptive communication is a skill that is also critical to organizational growth. Keeping something the same just “because this is the way we have always done it” hinders an organization from innovating and progressing.
Build an Army of Many - A Quick Conversation
When teams are working together, there are many roles that are vital to the success of the team, and yet, they are not visible to most people. When building effective, inclusive teams, create the opportunities to utilize the contributions of all team members in accomplishing team goals. Take time to stop and acknowledge the work done behind the scenes to accomplish team goals.
Focus on Communication - A Quick Conversation
A referee’s job requires them to be an impartial expert on the game, clear headed, and capable of fairly applying the rules. During games, it would be impossible for coaches, players, and fans to make unbiased calls without a referee. Similarly, in high-pressure work environments, differences between colleagues may lead to disputes that make it impossible for them to see past their biases, resulting in a conflict or stalemate.
Identifying Opportunities - A Quick Conversation
On teams, it is important to be willing to invest time into the lives of other team members. We do this by learning about what they need and what obstacles they face and by then offering our assistance. This investment pays off in greater team cohesion, inclusion, and trust, as well as the removal of obstacles that stand in the way. Invest in your relationships with other team members by getting to know them on a personal level.
Pay Attention To Nonverbal Communication - A Quick Conversation
While your colleagues in the workplace communicate both verbally and non-verbally, understanding how to interpret their nonverbal communication can be a great advantage. Keep in mind that the meaning behind body language and facial expressions may vary from culture to culture, so it is always good to check for understanding.
Discussion Card: Starting Conversations with Grace
Need to have a serious talk with an employee or front-line staff? Having the tough workplace discussions are never easy. These easy-to-use cards provide a simple model (G.R.A.C.E.) along with thought-provoking questions on effective ways to tackle the tough discussions... effectively and with respect. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Everyday Leadership™ Yet Another Fire
Communication can make or break a project. Ensuring our team members are communicating effectively, efficiently, and timely is a key to success in the workplace. There will be times when we must have difficult conversations, but we need to confront and resolve these issues, not avoid them.
Clarify (from Ready. Set. CHANGE!™)
The importance of clarifying how a change impacts everyone differently.
I Just Can't Risk It
Digitally Remastered! As managers, supervisors and leaders, we have a responsibility to hold each other to the same standard as everyone else. Sure, they might be our friends. But we can't make exceptions. We must let them know that they need to help set the example. And anything they do that violates any part of our Code of Conduct or program - like retaliating against someone for reporting a violation - seriously undermines our organization's culture of integrity.
Communicate About Change (Dramatic)
How to ask for information to help feel comfortable with a change; dealing with a dress code change.
Achieving Communication Excellence
Accelerate the personal effectiveness and interpersonal abilities of your employees with a program focused on communication skills. In three, straight-to-the-point modules, employees will experience focused learning on how to effectively listen, communicate and give and receive feedback.
Make Your P.O.I.N.T. (Step-By-Step Demo)
A specific example of how to best use the P.O.I.N.T. model to effectively inform, inspire and influence others.
Life IS a Series of Presentations: Inspire, Inform & Influence. Anytime, Anywhere.
This program teaches employees how to focus and execute communication by following the steps of the P.O.I.N.T. model. Ultimately, employees will establish credibility, improve working relationships, increase efficiency and effectiveness, improve job and personal satisfaction and more. It will contribute to organizational success by providing employees the tools necessary to improve conduction of meetings, cascade clear messages, generate more business and execute effective communication.
Hazard Communication: Physical Hazards™
For all line employees and supervisors who handle potentially hazardous materials on the job.
Hazard Communication: Health Hazards™
Basic health hazards and terms commonly found on the SDS are illustrated with graphics and demonstrations that enhance the training experience.
Hazard Communication: It's All About Safety
This refresher program to the Hazard Communication Standard provides a concise overview of the key elements of the standard that any employee, supervisor or contractor who work with potentially hazardous materials should be aware of.
Hazard Communication: Refresher Training
This refresher training program to the Hazard Communication Standard provides a concise overview of the key elements of the standard that any employee, supervisor or contractor who work with potentially hazardous materials should be aware of.
Labels and Other Forms of Warning
This program explains the basic hazard warning information that will be found on labels and how that information is tied to the MSDS.
Main Street™
OSHA has expanded the Hazard Communication or Right-To-Know Standard beyond the manufacturing and chemical industries to cover employees who work with chemicals at non-manufacturing organizations. This program is designed to instruct workers about the chemicals they work with, what precautions to take to avoid injury and what to do if accidents occur.
Sounding the Alarm
This program is directed to training workers who might discover a hazardous chemical spill or release how to gather the information necessary to sound the alarm without placing themselves in jeopardy.
Accentuate the Positive
How encouraging and reinforcing positive behavior will improve performance and build positive relationships.
Brainstorming (from Fearless Facilitation! How to Lead Effective Meetings™)
Managing the brainstorming process during a meeting.
Build Trust
Building positive relationships by building trust.
Clarify Change (Resolution)
Using clarification techniques to feel comfortable with a change in process. A good example for personal evaluation.
Commit to Change (Dramatic)
Dealing with the changes related to relocation; the importance of making a commitment to change.
Communicate and Listen
How asking questions, seeking answers, controlling emotions and taking notes leads to effective communication.
Communication - Outline Intent
How to best prepare to communicate effectively with others.
Did You Read That Story in the Paper?
Reacting to a disturbing performance review with veiled threats
If I'm History, So Is He!
Making open threats against a manager.
Involve Your Audience
How to inspire and influence others to communicate effectively by involving them.
Legal Briefs™ Workplace Privacy: Managing Expectations of Privacy
Managing employees' expectations of privacy in the workplace.
Legal Briefs™ Workplace Privacy: Obtaining Employee Consent
How to be sensitive to an employee's expectation of privacy; the obligation of a manager to inform employees about re-entry
Listen Up! (from Achieving Communication Excellence)
The importance of active listening. When we actively listen – our body language, gestures and behaviors let other know we are engaged.
Narrow Your Focus
How narrowing the focus of communication can add clarity and immediacy.
Not About Bad to Good, But Good to Great!
The notion that to become a great leader one must focus not on going from bad to good,but from good to great.
Overcoming Communication Issues - Hotel/Hospitality Scene
As we all eventually find out, bad communication can lead to even worse problems. This video vignette demonstrates how to effectively deal with a non-listener - confronting the communication problem.
Overcoming Communication Issues - Manufacturing
When a team can't freely exchange ideas or share thoughts, the team freezes or becomes ineffective. This vignette demonstrates why we need to deal with the team communication.
Overcoming Communication Issues - Office/General
Sometimes we need to discuss 'hard' issues - like setting the record straight. Communicating in these situations is critical to get consensus. This vignette demonstrates the approach to confronting others using good communication - to resolve issues.
Overcoming Communication Issues - Retail
Let's face it, bad communication can lead to even worse problems. This video vignette demonstrates how we can overcome workplace issues by taking a step back and working on our communication and interpersonal skills.
Peer Today, Boss Tomorrow™: Set Clear Boundaries
This video provides a powerful example of how new managers/supervisors can learn to effectively dismiss rumors and communicating a no favoritism policy - easing fears and issues across your team or group. Learning to set clear boundaries for staff and employees is key to a new leader's transition.
Picture of The Day
Recognizing gender-based harassment; improper use of company email.
Prepare for Communicating Effectively
How to best prepare to communicate effectively. Follow a process for getting ready to communicate with others.
Redirect
Redirecting focus when mistakes are made is a key strategy to building positive relationships.
Redirection and the Five Steps Explained
Explains how to refocus attention and energy on desirable behavior.
Redirection With a Coworker
How using positive redirection with a coworker improves relationships and performance.
Redirection With a Team Member
How using positive redirection with a team member improves relationships and productivity.
Redirection With an Employee
How a supervisor uses positive redirection to correct a mistake and meet customer needs.
Shamu Special
Review of the power of positive relationships.
So, How Am I Doing? (from Achieving Communication Excellence)
The importance of being proactive and clarifying information when giving and receiving feedback.
Some of My Best Friends Have Them
Comments on provocative attire (towards a co-worker) in the workplace.
Speak Up! (from Achieving Communication Excellence)
Gain confidence to communicate in a direct and clear manner.
Tailor Your Presentation
Learn about the importance of tailoring your presentation and the situations you may find yourself in when it becomes necessary... to effectively get your point across.
The Best Side... (from Sexual Harassment? You Decide.)
How inappropriate comments about physical appearance can lead to sexual harassment (female to male).
The Boss Who Knows it All, And Then Some (from Bad Apples™)
Dealing with a boss that discounts ideas and doesn't listen to reason.
The Honeymooner - Some Jokes Aren't Funny!
How a string of one time jokes can lead to sexual harassment.
The Honeymooner - When Colleagues Get Personal
How sexual humor and double entendre can lead to sexual harassment.
The Road Trip
Sharing inappropriate art and pictures in the workplace.
The Water Boy
When the harassed becomes the harasser.
We Need to M.E.E.T. Program Summary
Review of the M.E.E.T. communication model and how to find common ground.
Whale Done! Response and the Four Steps Defined
Introduces the importance of 'catching' people doing things right as a way of building positive relationships and motivating employees.
Whale Done! To a Manager
How using specific language to describe a job well done encourages management performance.
Whale Done! To a Work Team
Explains the positive impact a Whale Done! approach has on a work team.
Whale Done! To an Individual
Using the Whale Done! approach to encourage an employee to take initiative with a new process.
You Call That a Presentation?
When generational differences impact communication and presentation styles.
You Guys Just Figure It Out
Digitally Remastered! One of the biggest challenges we face is finding the time to deal with multiple and competing priorities, right? But, when it comes to maintaining a culture of integrity, our first priority as a manager has to be making sure all our employees always feel comfortable coming to us with concerns; and when they do, making the time to listen and address those concerns appropriately.
I Feel...
Allows for personal assessment and reflection on the training topic at hand. This activity is designed to be used with any SMART-START® video or other short video program with text, This activity may be used as a cultural commitment or assessment.
Team Spark: Adapt to Encourage Growth
Adaptive communication is a skill that is also critical to organizational growth. Keeping something the same just “because this is the way we have always done it” hinders an organization from innovating and progressing. Adaptation taps into employee skill sets and allows people to utilize their diversity to improve upon old “songs”, making a new version that supports growth.
Team Spark: Assess Your Communication Style
When communicating with others, particularly people from other countries, it is important to recognize when your communication style has become outdated and when it is time to upgrade to a new technique.
Team Spark: Check Assumptions Before Judging
When judging the “dance” of another person, especially across differences such as culture, be careful about making judgments based upon what you think is important. Focusing on their “feet” while communicating may mean you are missing the most important part of their dance.
Team Spark: Craft Your Message With Purpose
Communication across differences is often done in a similar fashion. However, taking time to think about who, when, and how a message will be received allows the sender to craft a much more effective message that will produce much better results.
Team Spark: Create Structure to Help Bridge Barriers
The lack of face-to-face interaction reduces the team’s ability to adjust and adapt as quickly as a team that is located all at one site. In situations like this, having a clearly defined structure detailing everyone’s role and responsibilities is a key to success.
Team Spark: Cross-Pollinate to Spark Innovation
Within companies and teams, employees have the important role of sharing ideas between groups, departments, and teams. This “cross-pollination” of ideas helps to unlock the inherent creativity and innovation that lies within a company, but may need a spark from another source to bring it to life.
Team Spark: Find the Common Beat
Similar to a band with many different instruments playing together, a diverse team consists of many different personalities working together. While this diversity allows for innovation and creativity, it also makes it more difficult for team members to keep the same tempo. It is the role of the team member with the drummer personality to keep everyone communicating and completing tasks on time.
Team Spark: Pay Attention To Nonverbal Communication
Colleagues in the workplace communicate both verbally and non-verbally. Understanding how to interpret their nonverbal communication can be a great advantage. The meaning of body language and facial expressions may vary from culture to culture, so it is always good to check for understanding.
Team Spark: Proverb - Don't Insult Someone Who Can Take Care of You
Spark team communication about how to better understand each other so that we don’t offend each other.
Team Spark: Proverb - Each Person Is Unique
Spark team communication around how we can use our unique skills and abilities more effectively as individuals, or as a team.
Team Spark: Proverb - If You Don't Communicate, You'll Get Burned
Spark team communication on what we can do to better communicate with people inside and outside of the team.
Team Spark: Teach Team Shorthand to New Team Members
Most work teams tend to develop their own compressed language that allows team members to communicate quickly and easily with each other. When outsiders join the team, this shorthand may be hard to understand or learn, resulting in conflict and frustration, especially if people are from different cultural backgrounds.
Team Spark: Tell Stories to Build Strong Communities
Storytelling is at the heart of what makes us human and is a universal tool used by groups of people to explain who they are and the experiences that shaped their history. While we might not use cave drawings anymore, we still use storytelling to capture collective histories and lessons learned.
Team Spark: Use a Mediator to Help Stalemates
Asking for the assistance of a “referee” or a neutral, third party colleague, may provide the necessary insight to tease out the cause of the miscommunication, which could be rooted in cultural, generational, or personality style differences.
Team Spark: Use Intuition to Foster Better Teamwork
When you devote time and effort to communicating with a colleague, especially one from a background different than your own, you can improve the fluency of your communication and eventually be able to detect minute changes in these communications.
Discussion Card: Nonverbal Communication
Did you know that 55% of communication with others happens without words? That means your body language is key in your daily conversations. These easy-to-use cards provide a simple model (W.A.T.C.H.) along with thought-provoking questions to help learners understand the importance of nonverbal communication - helping leaders, managers and supervisors address individual or team issues. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Life is a Series of Presentation - Introduction
Introduces the concept that life is a series of presentations.
M.E.E.T. on Common Ground - Program Opening/M.E.E.T. Model Explained
Explanation of the M.E.E.T. model as a respect-building communication tool
Open Mind, Open World: Improving Intercultural Interactions™ (Opening/Introduction)
Introduces five cultural continuums that impact how people from around the world interact and work together & introduces a four-step process for engaging in effective intercultural communication.
Sexual Harassment: It Can Happen Here - Program Opening
Outlines and reinforces personal responsibilities for recognizing and preventing sexual harassment.
Sexual Harassment? You Decide (Program Introduction)
Explains the legal definition of sexual harassment.
L.E.A.D. with Integrity - Program Closing/L.E.A.D. Model Summary
Review of the L.E.A.D. model and how it can be used to reinforce ethical conduct and code of conduct policies.
M.E.E.T. on Common Ground - Program Closing/M.E.E.T. Model Review
Review of the M.E.E.T. communication model.
Open Mind, Open World: Improving Intercultural Interactions™ (Program Summary)
Summarizes the five cultural continuums and the four-step O.P.E.N. communication process.
Sexual Harassment: It Can Happen Here (Program Summary)
Reviews the point that preventing sexual harassment is everyone's responsibility.
Sexual Harassment? You Decide (Program Summary)
Reviews key points on the importance of preventing sexual harassment.
Case Study: AWOL Paul (a manager)
When privacy and productivity clash.