Baraboo Public Library
Inservice
December 4, 2008
’Scuse Me, While I Kiss
This Guy
Communication Matters!
AGENDA
Getting Started
 Communication Process
 Communication Styles
 Communication Methods
 Conflict
 Wrap up

What is Communication?
Information
 Sender
 Receiver
 Medium

Why is it important?

Living

Working

Relationships

Disaster
Internal Communication
Teamwork
 Trust
 Relationships
 “Home is where the heart is”

Communication Process
Sender has idea
Sender
transmits Channel
message
Receiver
sends feedback
Receiver
gets
message
Receiver
understands
message
Receiver
is affected
by message
Body Language
7% words
 38% tone
 55% body language

Albert Mehrabian, 1971
Communication Styles
HS
Sociability
Dominance
Sociability
LD
HD
Dominance
Continuums
LS
Communication Styles
HS
Emotive
Supportive
LD
HD
Reflective
Director
LS
Emotive (HS + HD)
Expressive
 Excitable
 Social
 Informal
 Emotional
 Spontaneous

Emotive
Appears active, restless
 Takes social initiative
 Encourages informality
 Expresses emotional opinions

Anybody you know?
Examples
Director (HD + LS)
Frank
 Demanding
 Aggressive
 Very determined
 Direct
 Serious

Director





Focused
More comfortable talking than listening
Serious, businesslike, impersonal
Strong opinions
Likes to control
Anybody you know?
Examples
Reflective (LD + LS)
Precise
 Deliberate
 Cautious
 Serious
 Questioning

Reflective
Controls emotions
 Orderly
 Measured opinions
 Formal

Anybody you know?
Examples
Supportive (LD + HS)
Reserved
 Patient
 Sensitive
 Relaxed
 Passive
 Warm

Supportive
Appears quiet, reserved
 Listens attentively
 Avoids use of power
 Thoughtful decisions

Anybody you know?
Examples
Communication styles
Beware of labels
 Beware of bias
 Pros and cons of each style
 Develop flexibility

Communication Tips
Empathize
 Positive
 Listen
 Interpret
 Share
 Trust
 Connection

Communication Medium

Help receiver distinguish:
– Important or Urgent
– Trivial or Irrelevant

Burden is on Sender

Choose correct medium for message
Communication Medium
Face to Face
 Telephone
 Meeting
 Email
 Letter / Memo
 Manual
 Web page, blog, wiki
 Bulletin Board

Considerations

Repetition

Timing

Need for acknowledgement
Communication Methods

Downward

Downward and Upward

Horizontal

Diagonal
Downward
Bureaucratic
 Down chain of command


Efficient, fast, easy

No way to verify
Downward
When to use:
Simple messages
 General info
 Action from receiver not required

Downward and Upward
“Two way”
 Information flows in both directions


Receivers chance to verify message

Chance to express opinions

Some managers may block flow
Downward and Upward
When to use:

Performance reviews, grievances

Decisions that affect duties and
responsibilities

Suggestions for improving services
Horizontal
Regular department meetings
 Peer to peer


Morale

Problem solving

Time
Horizontal
When to use:
Discuss ways to improve services
 Don’t limit to just selected staff

Diagonal
Cross functional work groups
 Task forces
 Teams


Most open model

Time

Personal agendas?

Right people?
Diagonal
When to use:

Decision will have significant effect
Conflict
Open communication
 Air feelings, opinions

OR
Driven underground
 Resentment
 Fury

Conflict and Communication







Be specific
Don’t get involved in other’s conflicts
Depersonalize
Listen, paraphrase
“Take it outside.”
Limit complaints
It’s not all about you.
“11 Communication Tips for a Healthy
Workplace”
MedicineNet.com
FISH!

Play

Make their day

Be there

Choose your attitude
www.charthouse.com
Kiss the Sky!
Process
 Body language
 Styles
 Which medium when?
 Methods
 Conflict

Practice!
Closing
Stories
 Humor
 Lessons learned


Questions?
Cheryl Becker
608-246-7973
cbecker@scls.lib.wi.us