Session 3 – meeting & greeting

Session 3 – meeting & Session 3 – meeting & greetinggreeting

STOP!STOP! AssignmentAssignment

Name 7 types of communications you may

encounter in one working day.

7 types of communications you may experience in any

one day.1.1. VerbalVerbal2.2. emailemail3.3. PhonePhone4.4. Visual Visual 5.5. NotesNotes6.6. MemoMemo

ss7.7. Touch Touch

The First Four Minutes!The First Four Minutes!

Client decides what Client decides what they think of youthey think of you

Client decides what Client decides what they think of the RSPCAthey think of the RSPCA

First impressionsFirst impressions Available parkingAvailable parking Tidiness of Tidiness of

surroundssurrounds CleanlinessCleanliness Bright inviting Bright inviting

waiting roomwaiting room Odour freeOdour free Personal grooming Personal grooming

& attitude of staff& attitude of staff

Essentials!Essentials!

Smile Smile ☺☺

eye contacteye contact Use namesUse names Be attentiveBe attentive Posture & attentionPosture & attention Voice pitch & speedVoice pitch & speed

Thanks for calling in.Thanks for calling in. Hi, my name is … …Hi, my name is … … How can I help you?How can I help you? Terrible weather isn’t it?Terrible weather isn’t it? Your dog’s a bit ugly isn’t it?Your dog’s a bit ugly isn’t it? Hello. That's a nice cat. I Hello. That's a nice cat. I

hope there’s nothing wrong.hope there’s nothing wrong.

SummarySummary Welcome the clientWelcome the client Most people will introduce Most people will introduce

themselvesthemselves Show interestShow interest Use the persons nameUse the persons name PronunciationPronunciation Don’t forget the clientDon’t forget the client

STOP!STOP! AssignmentAssignment

Open & Closed questions.Open & Closed questions.

Mark each question as either Mark each question as either an Open question or a Closed an Open question or a Closed

question.question.

Open QuestionsOpen Questions Is that the only surname it can be in?Is that the only surname it can be in? Any other Suburb?Any other Suburb? What kind of sandwiches do you like?What kind of sandwiches do you like? Do you like football or another sport?Do you like football or another sport? What kind of oysters do you like?What kind of oysters do you like? What Sunday paper do you like to What Sunday paper do you like to

read?read? What else can I do for you today?What else can I do for you today?

Closed QuestionsClosed Questions What is your name?What is your name? What suburb do you live in?What suburb do you live in? What time did you go to work?What time did you go to work? Have you had lunch?Have you had lunch? What time do you finish work?What time do you finish work? Do you like tuna sandwiches?Do you like tuna sandwiches? Do you like football?Do you like football? Do you eat fresh oysters?Do you eat fresh oysters? Do you think Santa needs to shave his Do you think Santa needs to shave his

beard?beard?

Some of the employees have Some of the employees have tattoos and wear lip and eyebrow tattoos and wear lip and eyebrow rings. I don’t judge by rings. I don’t judge by appearancesappearances

Performance standards at work Performance standards at work and appearance are closely and appearance are closely related. If one drops off so does related. If one drops off so does the other.the other.

Do power holders wear a uniform?Do power holders wear a uniform?

"Clothes are to us what fur and feathers are to beasts and birds;

they not only add to our appearance, but they are our appearance.

How we look to others entirely depends upon what we wear and

how we wear it; manners and speech are noted afterward, and character

last of all.”

- Emily Post 1873-1960

Biker ChicksBiker Chicks

Session 4 – written Session 4 – written communicationcommunication

Trying to get that message Trying to get that message across.across.

Choose your Choose your words words carefullycarefully

Once written Once written and delivered, and delivered, it becomes a it becomes a piece of piece of historyhistory

Stop!Stop!AssignmentAssignment

What different types of different types of written communications do written communications do

you use at work?you use at work?

NotesNotes Bullet pointsBullet points Down the page Down the page

not acrossnot across Clear & conciseClear & concise LegibleLegible Collate messagesCollate messages AuthenticateAuthenticate PrioritizePrioritize

Always Always make sure make sure

that written that written instructions instructions

are clear are clear and and

concise!concise!

SignsSigns Be specificBe specific LegibleLegible ObviousObvious Night time Night time

friendlyfriendlyand…and…

… … avoid confusionavoid confusion

……and…and…

… … avoid avoid misunderstandingsmisunderstandings

Letters (snail mail)Letters (snail mail)

Non emotiveNon emotive Correct Correct

formatformat Keep copiesKeep copies LanguageLanguage

Handouts & BrochuresHandouts & Brochures

Make sure the info is current Make sure the info is current (and remains current)(and remains current)

Is the content appropriateIs the content appropriate

STOP!STOP!QuizQuiz

Complete the Complete the FF test test

THE TESTTHE TESTRead the sentence below:Read the sentence below:

FINISHED FILES ARE THE RE- FINISHED FILES ARE THE RE- SULT OF YEARS OF SCIENTIF- SULT OF YEARS OF SCIENTIF- IC STUDY COMBINED WITH IC STUDY COMBINED WITH THE EXPERIENCE OF YEARS. THE EXPERIENCE OF YEARS.

Now count the F's in that sentence. Count them only once. Now count the F's in that sentence. Count them only once. Now write that number down. Now write that number down.

ANSWER: ?ANSWER: ?

66

A person of average intelligence finds A person of average intelligence finds threethree of them.of them.

If you spotted If you spotted fourfour, you're above average. , you're above average. If you got If you got fivefive, you can turn your nose at , you can turn your nose at

most anybody. most anybody. If you saw If you saw sixsix, you are a bloody genius. , you are a bloody genius.

FFinished inished ffiles are the iles are the result oresult off years o years off scienti scientiffic ic study combined with study combined with the experience othe experience off years. years.

The human brain tends to see them as V's and The human brain tends to see them as V's and not F's.not F's.

E-Mail Etiquette / E-Mail Etiquette / NetiquetteNetiquette

Email etiquette 1Email etiquette 1

Don’t be a novelist.Don’t be a novelist. Messages should be succinct and concise.Messages should be succinct and concise.

Too much punctuation.Too much punctuation. Exclamation points (Bangs) can be Exclamation points (Bangs) can be

annoyingannoying Formatting is not everythingFormatting is not everything

Try not to use HTML or Rich Text FormatTry not to use HTML or Rich Text Format


AbbreviationsAbbreviations FYI & BTW are common, others FYI & BTW are common, others

are not!are not! SalutationsSalutations

How personal is personal?How personal is personal? SignaturesSignatures

4 or 5 lines with name, title, 4 or 5 lines with name, title, contact detailscontact details

Email etiquette 3Email etiquette 3 ThreadsThreads

Reply to an email. Don’t start a new email.Reply to an email. Don’t start a new email.

Bouncing & ForwardingBouncing & Forwarding

QuotesQuotes >and do you agree with the proposal to hire >and do you agree with the proposal to hire

Ross?Ross?Yes. Please make the necessary arrangements.Yes. Please make the necessary arrangements.


Save a TreeSave a Tree Don’t print off every email you receive.Don’t print off every email you receive.

PrivacyPrivacy There is no such thing as private email.There is no such thing as private email.

Blessing and a CurseBlessing and a Curse Blessing: Email is not an interactive conversationBlessing: Email is not an interactive conversation Curse: Don’t assume you’re mail is going to be read Curse: Don’t assume you’re mail is going to be read

straight away.straight away.


FlamingFlaming Email that personally attacks someoneEmail that personally attacks someone Its unprofessional to lose control. Its unprofessional to lose control. Keyboard BraveryKeyboard Bravery ““Flame Wars” become nasty (and Flame Wars” become nasty (and

documented)documented)


How to avoid being Flamed.How to avoid being Flamed.

Don’t write in UPPER case unless making Don’t write in UPPER case unless making a pointa point

Don’t worry about someone's grammarDon’t worry about someone's grammar Consider using BCC (blind carbon copy) in Consider using BCC (blind carbon copy) in

mass mail outs rather than CCmass mail outs rather than CC Don’t send frivolous or unnecessary emails Don’t send frivolous or unnecessary emails

(SPAM)(SPAM)


Read Receipts, High Priority and Read Receipts, High Priority and Important.Important. Don’t use read receiptsDon’t use read receipts Don’t put URGENT or IMPORTANT in subject Don’t put URGENT or IMPORTANT in subject

lineslines CheckingChecking

Use spell checkers and grammar Use spell checkers and grammar checkerscheckers

Simpl tipos will make u lok sloppie and Simpl tipos will make u lok sloppie and damage you re professionla credubitydamage you re professionla credubity


Avoid sarcasm and humorAvoid sarcasm and humor FraudFraud

Be careful about what you read - email forgery is Be careful about what you read - email forgery is trivially simple.trivially simple.

Subject LineSubject Line Meaningful and descriptiveMeaningful and descriptive Eg: “todays meeting of training committee” not Eg: “todays meeting of training committee” not

“G’day Mate”“G’day Mate”

RSPCA IT policyRSPCA IT policy

Session 5 - TelephoneSession 5 - Telephone

Telephone 2Telephone 2 Don’t allow the phone to ring Don’t allow the phone to ring

continuouslycontinuously Answer with a smile ☺Answer with a smile ☺ Say “good morning” or “good Say “good morning” or “good

afternoon”afternoon” Be enthusiasticBe enthusiastic Volunteer helpVolunteer help

Telephone 3Telephone 3

Service every 30 Service every 30 secondsseconds

Use polite phrasing Use polite phrasing Use open questionsUse open questions Pay attentionPay attention Try not to say NO!Try not to say NO!

Telephone 4Telephone 4 EmpathyEmpathy Make the client pleased to have Make the client pleased to have

calledcalled Take notes-pencil & paperTake notes-pencil & paper Be confidentBe confident Use the callers nameUse the callers name Be politeBe polite End the call pleasantlyEnd the call pleasantly

STOP!STOP!AssignmentAssignment

Telephone Answering Telephone Answering TestTest

Effective Effective communications =communications =

Pleasant voicePleasant voice Correct speedCorrect speed Clear manner of pronunciation Clear manner of pronunciation

(diction)(diction) Correct volumeCorrect volume Correct GrammarCorrect Grammar No slangNo slang Use of languageUse of language Limited hesitations Limited hesitations

If your speech is…If your speech is… … … too fast, then …too fast, then … … … too slow, then …too slow, then … … … too soft, then …too soft, then … … … too monotonous, then …too monotonous, then …

Revision 1Revision 1Telephone CommunicationTelephone Communication

A voice and your imaginationA voice and your imagination You and your attitude make the You and your attitude make the

differencedifference Three ringsThree rings

Revision 2Revision 2Call AnsweringCall Answering

Your voice is everythingYour voice is everything Always use your nameAlways use your name Build rapport: use the callers nameBuild rapport: use the callers name YOU are the organisationYOU are the organisation

Revision 3Revision 3MessagesMessages

Gather pertinent informationGather pertinent information Check back the details with the Check back the details with the

callercaller Make sure the message is deliveredMake sure the message is delivered

Revision 4Revision 4HoldHold

Give callers the option of waitingGive callers the option of waiting Explain why and how longExplain why and how long ReassureReassure ThankThank Apologize Apologize

Revision 5Revision 5TransferringTransferring

Request that they holdRequest that they hold Explain to whom they are being Explain to whom they are being

transferred tootransferred too How the transfer will help themHow the transfer will help them Be aware of how your phone system Be aware of how your phone system

worksworks

Revision 6Revision 6ComplaintsComplaints

Calm the customerCalm the customer Don’t get emotionalDon’t get emotional Get to the real problemGet to the real problem Formulate a plan and get agreementFormulate a plan and get agreement Take ActionTake Action

Revision 7Revision 7Making Calls on behalf of the Making Calls on behalf of the

RSPCARSPCA

Remember attitude and voice qualityRemember attitude and voice quality Leave detailed messages including Leave detailed messages including

viable contact detailsviable contact details Set an agendaSet an agenda YOU are the organisationYOU are the organisation

Desirable QualitiesDesirable Qualities

When the voice includes a smileWhen the voice includes a smile When it has a pleasant sound When it has a pleasant sound When it is well articulatedWhen it is well articulated When it sounds warmWhen it sounds warm When it varies in pitchWhen it varies in pitch When it varies in volumeWhen it varies in volume When its loud enoughWhen its loud enough

Undesirable QualitiesUndesirable Qualities Nasally soundNasally sound When they talk too slowlyWhen they talk too slowly When they talk to quickly When they talk to quickly When there is insufficient volume When there is insufficient volume When it sounds impatientWhen it sounds impatient When people speak in a When people speak in a

monotonemonotone When people are smoking or When people are smoking or

eatingeating When there is no variety of pitch When there is no variety of pitch

or volumeor volume

Session 6 – Assertiveness Session 6 – Assertiveness

Assertiveness is not what you do, it's who you are!

~ Cal Le Mon ~

http://www.cyber-nation.com/victory/quotations/authors/quotes_lemon_cal.html

Assertive v. AggressionAssertive v. Aggression

Assertiveness involves putting your Assertiveness involves putting your feelings and opinions forward without feelings and opinions forward without losing sight of another persons’ rights losing sight of another persons’ rights and feelings.and feelings.

Aggressiveness involves making Aggressiveness involves making demands without consideration for the demands without consideration for the needs of others.needs of others.

Non assertive behaviour.Non assertive behaviour. Refer to handout “assertive communication”Refer to handout “assertive communication”

Assertiveness is the ability to honestly Assertiveness is the ability to honestly express your opinions, feelings, attitudes, express your opinions, feelings, attitudes, and rights, and rights, without undue anxietywithout undue anxiety, in a , in a way that doesn't infringe on the rights of way that doesn't infringe on the rights of others.others.

It's not aggressiveness, it's a middle It's not aggressiveness, it's a middle ground between being a bully and a ground between being a bully and a doormat.doormat.

It’s dependant on a feeling of self-efficacy*It’s dependant on a feeling of self-efficacy*

Why is assertiveness Why is assertiveness important?important?

DepressionDepression ResentmentResentment FrustrationFrustration Temper /violenceTemper /violence Anxiety leading to avoidanceAnxiety leading to avoidance Poor relationships of all kindsPoor relationships of all kinds Physical complaintsPhysical complaints Parenting problemsParenting problems

Selective AssertivenessSelective Assertiveness Is it easier to be assertive in some Is it easier to be assertive in some

situations than in others?situations than in others? Its easier to hold your ground against Its easier to hold your ground against

strangers than with someone you love.strangers than with someone you love. Its important to be assertive in a Its important to be assertive in a

relationship.relationship. Assertive behaviours lead to increased Assertive behaviours lead to increased

respect from others.respect from others.

Is assertiveness the way Is assertiveness the way to go?to go?

Before you decide to act assertively Before you decide to act assertively in a given situation, consider the in a given situation, consider the consequencesconsequences

Assertive behaviour Assertive behaviour usuallyusually results results in a positive outcome.in a positive outcome.

Some people may react negatively to Some people may react negatively to your assertive behaviouryour assertive behaviour

3 parts to an assertive 3 parts to an assertive interventionintervention

1: 1: Empathy / ValidationEmpathy / Validation

Try to show some understanding of Try to show some understanding of the other persons feelings.the other persons feelings.

E.G. “I know that you are anxious E.G. “I know that you are anxious when you’re ready to go and I’m not when you’re ready to go and I’m not ready yet.”ready yet.”

2: 2: Statement of problemStatement of problem

This describes your difficulty or This describes your difficulty or dissatisfaction and tells why you need dissatisfaction and tells why you need something to change.something to change.

E.G. “…but when you do that, I get E.G. “…but when you do that, I get flustered and take even more time. By flustered and take even more time. By the time we get into the car we’re mad the time we get into the car we’re mad at each other and not much in the mood at each other and not much in the mood to have a good time.”to have a good time.”

3: 3: Statement of what you wantStatement of what you want

This is a specific request for a specific This is a specific request for a specific change in the other persons behaviour.change in the other persons behaviour.

E.G. “From now on, lets be sure we E.G. “From now on, lets be sure we know what time we want to leave, and if know what time we want to leave, and if you’re ready before I am, will you you’re ready before I am, will you please just go to another room and read please just go to another room and read the paper or watch TV?”the paper or watch TV?”

How to be effectively How to be effectively assertive. 1assertive. 1

Use assertive body language.Use assertive body language. Face the person, stand or sit Face the person, stand or sit

straight.straight. Don’t use dismissive gesturesDon’t use dismissive gestures Be pleasant Be pleasant Use a serious facial expressionUse a serious facial expression Keep your voice calm and soft. Not Keep your voice calm and soft. Not

whiney and abrasive.whiney and abrasive.


Use “I” statements. Use “I” statements. Keep the focus on your problem, not Keep the focus on your problem, not

accusing or blaming the other person.accusing or blaming the other person.

E.G. “I’d like to be able to tell my stories E.G. “I’d like to be able to tell my stories without interruption”without interruption”

rather than, “You’re always interrupting rather than, “You’re always interrupting me!”me!”


Use facts, not judgments.Use facts, not judgments.

E.G. 1: “Your punctuation needs work and E.G. 1: “Your punctuation needs work and your formatting is inconsistent.”your formatting is inconsistent.”

Rather than, “This is sloppy work” Rather than, “This is sloppy work”

E.G. 2: “Did you know that shirt has some E.G. 2: “Did you know that shirt has some spots on it?”spots on it?”

Rather than, “You’re not going out looking like Rather than, “You’re not going out looking like THAT are you?THAT are you?


Express ownership of your thoughts, Express ownership of your thoughts, feelings and opinions.feelings and opinions. E.G. 1: “I get angry when he breaks his E.G. 1: “I get angry when he breaks his

promises”promises” Rather than, “He makes me angry.”Rather than, “He makes me angry.”

E.G. 2: “I believe the best policy is to…”E.G. 2: “I believe the best policy is to…” Rather than, “The only sensible thing is Rather than, “The only sensible thing is

to…”to…”


Go to page 31 in class notesGo to page 31 in class notes

Complete the table at the Complete the table at the bottombottom

The rights of an assertive The rights of an assertive personperson

To express yourselfTo express yourself To change your mindTo change your mind To be wrongTo be wrong To be responsible for your decisions To be responsible for your decisions

and actionsand actions Not to be responsible for othersNot to be responsible for others To judge your own thoughts and To judge your own thoughts and

actionsactions

Becoming an assertive Becoming an assertive personperson

Self AwarenessSelf Awareness= aware of strengths & weaknesses= aware of strengths & weaknesses

Self EsteemSelf Esteem= being comfortable with the way = being comfortable with the way we are perceivedwe are perceived

Self ConfidenceSelf Confidence= developed from self awareness & = developed from self awareness & self esteemself esteem

Dealing with Dealing with ConfrontationConfrontation

4 common ways to protect from 4 common ways to protect from confrontationconfrontation

1.1. AvoidanceAvoidance2.2. RegressionRegression3.3. RepressionRepression4.4. BlockingBlocking

Using assertiveness in Using assertiveness in confrontationconfrontation

Choose the time for confrontation and Choose the time for confrontation and set a time limit set a time limit

Choose the place – somewhere away Choose the place – somewhere away from noise and interruptionfrom noise and interruption

Maintain emotional control- it means Maintain emotional control- it means you maintain control during the you maintain control during the conversationconversation

Techniques for difficult Techniques for difficult situationssituations

Broken RecordBroken Record FoggingFogging Content to Process ShiftContent to Process Shift DefusingDefusing Assertive inquiry / stop actionAssertive inquiry / stop action

SummarizationSummarization SpecificitySpecificity

Final PointsFinal Points If you want people to respond to your If you want people to respond to your

ideas you have to be able to say what ideas you have to be able to say what they are.they are.

If you don’t believe you can be If you don’t believe you can be assertive, try some of the ideas in not assertive, try some of the ideas in not very threatening situations.very threatening situations.

If its really scary then try it first with If its really scary then try it first with people you don’t know.people you don’t know.

Assertive people have an increased self Assertive people have an increased self respect that is contagious respect that is contagious

Behavioural StylesBehavioural Styles

The DirectorThe DirectorThe ExpressiveThe ExpressiveThe ThinkerThe ThinkerThe RelaterThe Relater


Do the self Do the self test!test!

Session 7 – Handling Difficult Session 7 – Handling Difficult PeoplePeople

Session 7 – Handling Difficult Session 7 – Handling Difficult PeoplePeople

The communications process takes The communications process takes two people, both with emotions, two people, both with emotions, attitudes and mannerisms.attitudes and mannerisms.

STOP!STOP!

What sort of customers do we deal What sort of customers do we deal with?with?

Why are they like they are?Why are they like they are?

AngryAngry HostileHostile ComplainerComplainer Know it allKnow it all TalkerTalker Quiet oneQuiet one

Problem Solving ApproachProblem Solving Approach Define the problem in terms of needs Define the problem in terms of needs

not solutionsnot solutions Use brainstorming for possible Use brainstorming for possible

solutions to conflictsolutions to conflict Need to find a solution that will Need to find a solution that will

serve both parties needsserve both parties needs Plan implementation. Who will do Plan implementation. Who will do

what & when.what & when. Evaluate the solution. Has the Evaluate the solution. Has the

problem been overcome.problem been overcome.

The Angry PersonThe Angry Person

a.a. Stay calm and coolStay calm and coolb.b. Calm them downCalm them downc.c. Don’t get defensiveDon’t get defensived.d. Identify the problemIdentify the probleme.e. Get on with the jobGet on with the jobf.f. Don’t pass the blame onto someone Don’t pass the blame onto someone

elseelseg.g. Don’t run others downDon’t run others downh.h. Don’t get into an argumentDon’t get into an argument

The Talkative PersonThe Talkative Person

a.a. Stay calmStay calmb.b. Ask them pertinent questionsAsk them pertinent questionsc.c. Get to the pointGet to the pointd.d. Direct their conversation to where you want it Direct their conversation to where you want it

to goto goe.e. Take timeTake timef.f. Be aware of the personal needs of the speakerBe aware of the personal needs of the speakerg.g. If they are lonely and only want to talk If they are lonely and only want to talk

arrange an appointment or ring them back arrange an appointment or ring them back when you have more timewhen you have more time

The Rude PersonThe Rude Person

a.a. Ignore their unpleasantness, remember Ignore their unpleasantness, remember they are probably rude to everybodythey are probably rude to everybody

b.b. Persevere, don’t take it personallyPersevere, don’t take it personallyc.c. Be as helpful as possible and be Be as helpful as possible and be

professionalprofessionald.d. Stay calmStay calme.e. Get the job doneGet the job donef.f. Listen, analyse and try to attend to Listen, analyse and try to attend to

specific needs and problemsspecific needs and problems

The Snooty PersonThe Snooty Person

a.a. Avoid putting them downAvoid putting them downb.b. Flatter themFlatter themc.c. Be very careful what you sayBe very careful what you sayd.d. Know your businessKnow your businesse.e. Keep your information up to Keep your information up to

datedatef.f. Stay calmStay calm

The Silent PersonThe Silent Person

a.a. Don’t chatterDon’t chatterb.b. Don’t yellDon’t yellc.c. Build their confidenceBuild their confidenced.d. Offer short, factual informationOffer short, factual informatione.e. Get to know them and gain Get to know them and gain

their confidencetheir confidencef.f. Use open ended questionsUse open ended questions

The Inquisitive PersonThe Inquisitive Person

a.a. Be patientBe patientb.b. Don’t hurry themDon’t hurry themc.c. Keep calmKeep calmd.d. Gain their trustGain their truste.e. Have a good knowledge of your Have a good knowledge of your

productsproductsf.f. Always a valuable client if you can Always a valuable client if you can

satisfy themsatisfy them

The Chronic ComplainerThe Chronic Complainer

a.a. Listen to themListen to themb.b. Let them know that you’ve Let them know that you’ve

grasped what they have said, that grasped what they have said, that you know how they feel and that you know how they feel and that you take them seriouslyyou take them seriously

c.c. Include them in problem solvingInclude them in problem solvingd.d. Acknowledge their role in bringing Acknowledge their role in bringing

the problem to your attentionthe problem to your attention

Be Assertive!Be Assertive!

Relationships Relationships within Workwithin Work

What makes a good Boss?What makes a good Boss? What are the hallmarks of a bad Boss?What are the hallmarks of a bad Boss? Solve problems using tact and Solve problems using tact and

assertivenessassertiveness


House Drawing House Drawing exerciseexercise

Rules to AdoptRules to Adopt Maintain a professional and courteous mannerMaintain a professional and courteous manner Listen attentivelyListen attentively Acknowledge that you are listeningAcknowledge that you are listening Avoid making judgments or justifying the Avoid making judgments or justifying the

problemproblem Offer immediate and practical help and agree Offer immediate and practical help and agree

on a course of actionon a course of action Maintain open and positive non verbal Maintain open and positive non verbal

communicationcommunication EmpathiseEmpathise

TeamworkTeamwork

Eleven Commandments for Successful Eleven Commandments for Successful TeamworkTeamwork

Help each other be right -- not wrong.Help each other be right -- not wrong.

Look for new ways to make new ideas work – not Look for new ways to make new ideas work – not for reasons they won't.for reasons they won't.

If in doubt -- check it out. Don't make negative If in doubt -- check it out. Don't make negative assumptions about each other.assumptions about each other.

Help each other win and take pride in each Help each other win and take pride in each other's victories.other's victories.

Speak positively about each other and about your Speak positively about each other and about your organization at every opportunity.organization at every opportunity.

Eleven Commandments for Eleven Commandments for Successful TeamworkSuccessful Teamwork

Maintain a positive mental attitude no matter what Maintain a positive mental attitude no matter what the circumstances.the circumstances.

Act with initiative and courage as if it all depends Act with initiative and courage as if it all depends upon you.upon you.

Do everything with enthusiasm -- it's contagious.Do everything with enthusiasm -- it's contagious.

Share the glory; to get the credit -- give it away.Share the glory; to get the credit -- give it away.

Don't lose faith -- never give up.Don't lose faith -- never give up.

Love what you do -- have fun!Love what you do -- have fun!

Session 8 – Handling GriefSession 8 – Handling Grief

Why are animals euthanased?Why are animals euthanased?

Grieving Process 1Grieving Process 1 Denial- usually before death- may deny Denial- usually before death- may deny

that the animal is illthat the animal is ill Bargaining - usually before deathBargaining - usually before death Anger – overt and covert Anger – overt and covert

it is essential for the resolution of griefit is essential for the resolution of grief refrain from reacting- may blame the refrain from reacting- may blame the

organisation for the problemorganisation for the problem Guilt – inward turned angerGuilt – inward turned anger Depression - may occur if the owner is Depression - may occur if the owner is

unable to manage their emotionsunable to manage their emotions

Grieving Process 2Grieving Process 2

True grief occurs after the other True grief occurs after the other symptoms have settled downsymptoms have settled down Lack of support prolongs grief.Lack of support prolongs grief. Owner may just need to talk.Owner may just need to talk. Assure them it is normal and Assure them it is normal and

acceptable to display sadness over acceptable to display sadness over the loss of a petthe loss of a pet

Grieving Process 3Grieving Process 3

Resolution-the final stage occurs Resolution-the final stage occurs when all the stress of the grieving when all the stress of the grieving process is complete and they can process is complete and they can enjoy the memory of the animal enjoy the memory of the animal without emotional discomfortwithout emotional discomfort

Grief Support - Grief Support - handouthandout

EmpathyEmpathy ListeningListening Non-judgmentalNon-judgmental Comfortable With TearsComfortable With Tears Selective Use Of Self DisclosureSelective Use Of Self Disclosure Understanding, Acceptance BoundariesUnderstanding, Acceptance Boundaries Self Awareness & Self CareSelf Awareness & Self Care Appropriate CompassionAppropriate Compassion Knowledge Of The Grief Recovery ProcessKnowledge Of The Grief Recovery Process

Important to handle the dead body Important to handle the dead body with care and respect.with care and respect.

What are the advantages of being What are the advantages of being with your pet when it is euthanased?with your pet when it is euthanased?

What are the disadvantages?What are the disadvantages?

How do we discuss the options How do we discuss the options available for disposal of a pet?available for disposal of a pet?

How do we discuss the options for How do we discuss the options for payment of accounts dealing with payment of accounts dealing with euthanasia?euthanasia?

Session 9 – Session 9 – Stress Stress ManagementManagement

What is Stress?What is Stress?

Stress is a psychological and Stress is a psychological and physiological reaction to some form physiological reaction to some form of pressure being applied to the of pressure being applied to the individual. Individuals convert individual. Individuals convert pressure into stress according to pressure into stress according to their perceptions and personality.their perceptions and personality.

S = P > RS = P > R

External & Internal StressorsExternal & Internal Stressors

External StressorsExternal Stressors

Physical Environment Physical Environment Social InteractionSocial Interaction OrganisationalOrganisational Major Life EventsMajor Life Events Daily hasslesDaily hassles Psychological Psychological

environmentsenvironments – – abusive relationshipsabusive relationships

Internal StressorsInternal Stressors

Lifestyle choicesLifestyle choices Negative self-talkNegative self-talk Mind trapsMind traps Personality traitsPersonality traits

IndividualsIndividualsEveryone is different, with unique Everyone is different, with unique perceptions of, and reactions to, events.perceptions of, and reactions to, events.There is no single level of stress that is There is no single level of stress that is optimal for all people.optimal for all people.Some are more sensitive owing to Some are more sensitive owing to experiences in childhood, the influence experiences in childhood, the influence of teachers, parents and religion etc.of teachers, parents and religion etc.

Positive stressPositive stressStress can also have a positive effect, Stress can also have a positive effect, spurring motivation and awareness, spurring motivation and awareness, providing the stimulation to cope with providing the stimulation to cope with challenging situations.challenging situations.Stress also provides the Stress also provides the sense of urgency and sense of urgency and alertness needed for alertness needed for survival when confronting survival when confronting threatening situations.threatening situations.

Acute or Chronic stressAcute or Chronic stress Stressors are defined as short term Stressors are defined as short term

(acute) or long term (chronic)(acute) or long term (chronic)

Acute StressAcute Stress Reaction to an immediate threat (fight Reaction to an immediate threat (fight

or flight response)or flight response) Once the threat has passed the response Once the threat has passed the response

is inactivated (relaxation response)is inactivated (relaxation response)

Chronic StressChronic Stress

In stressful situations that are not In stressful situations that are not short lived and the “fight or flee” short lived and the “fight or flee” urge must be suppressed, then urge must be suppressed, then stress becomes chronic.stress becomes chronic. On going high pressure workOn going high pressure work Long term relationship problemsLong term relationship problems LonelinessLoneliness Persistent financial worriesPersistent financial worries

Acute Stress-Acute Stress-TheThe Angry Bear Angry Bear StoryStory

Envisage being chased by a Bear!Envisage being chased by a Bear!

In response to seeing the bear, a In response to seeing the bear, a part part of the brain called the of the brain called the hypothalamic-pituitary-adrenalhypothalamic-pituitary-adrenal (HPA) system is activated.(HPA) system is activated.

HPA triggers release of steroid HPA triggers release of steroid hormones including hormones including Cortisol*Cortisol* which marshals the body to deal which marshals the body to deal with the bear.with the bear.

*Cortisol*Cortisol

Bear story 2Bear story 2 The HPA at the same The HPA at the same

time releases time releases neurotransmitters such neurotransmitters such as adrenalineas adrenaline

The neurotransmitters The neurotransmitters activate the amygdala, activate the amygdala, which triggers an which triggers an emotional response. In emotional response. In this case probably fear!this case probably fear!

Bear story 3Bear story 3 Some neurotransmitters signal the Some neurotransmitters signal the

hippocampus which stores the experiencehippocampus which stores the experience So that the person knows not to go near So that the person knows not to go near

another bearanother bear Neurotransmitters also suppress Neurotransmitters also suppress

concentration, inhibition and rational concentration, inhibition and rational thought. This allows a person to react thought. This allows a person to react quickly to the bear without to much quickly to the bear without to much thought.thought.

Bear story 4Bear story 4Response by heart, lungs, circulation etcResponse by heart, lungs, circulation etc As the bear comes closerAs the bear comes closer

Breathing becomes rapid and lungs take Breathing becomes rapid and lungs take in more oxygenin more oxygen

Blood flow increases 300% priming the Blood flow increases 300% priming the muscles and brainmuscles and brain

Spleen discharges red and white blood Spleen discharges red and white blood cells allowing more oxygen to be carried cells allowing more oxygen to be carried in the bloodin the blood

Bear story 5Bear story 5Immune Systems ResponseImmune Systems Response

As a confrontation with the bear As a confrontation with the bear appears imminent…appears imminent… Steroid hormones dampen parts of the Steroid hormones dampen parts of the

immune system so that infection fighters immune system so that infection fighters can be rapidly redistributed.can be rapidly redistributed.

White blood cells are sent to specific White blood cells are sent to specific front lines such as skin, bone marrow and front lines such as skin, bone marrow and lymph nodeslymph nodes

Bear story 6Bear story 6Acute Response in the Mouth & Acute Response in the Mouth &

ThroatThroat

As the bear gets closer still…As the bear gets closer still… Fluids are diverted from non Fluids are diverted from non

essential locations such as the essential locations such as the mouth. mouth. This causes dehydration and This causes dehydration and difficulty in talkingdifficulty in talking

Difficult to swallow.Difficult to swallow.

Bear story 7Bear story 7Skins ResponseSkins Response

The stress effect diverts blood away from The stress effect diverts blood away from the skin to support the heart and muscle the skin to support the heart and muscle tissue. tissue.

Also reduces likelihood of heavy blood lose.Also reduces likelihood of heavy blood lose. The physical effect is a cool, clammy, The physical effect is a cool, clammy,

sweaty skin.sweaty skin. Scalp also tightens so that the hair sticks Scalp also tightens so that the hair sticks

upup

Bear story 8Bear story 8Metabolic Response to Acute Metabolic Response to Acute

StressStress Stress shuts down digestive Stress shuts down digestive

activity, non essential body activity, non essential body function during short term function during short term periods of physical crisisperiods of physical crisis

Bear story 9 - conclusionBear story 9 - conclusionOnce the threat has Once the threat has passed, and providing passed, and providing the bear hasn’t killed the bear hasn’t killed or injured you, the or injured you, the stress hormones stress hormones return to normal. In return to normal. In turn the body returns turn the body returns to normal – The to normal – The Relaxation ResponseRelaxation Response

Postcards from St Martins

Airport

Trivial InterludeTrivial Interlude

What are the negative effects What are the negative effects of of stress?stress?

Stress related conditions likely to be Stress related conditions likely to be negative includenegative include Accumulation of persistent uncontrolled Accumulation of persistent uncontrolled

stressful situationsstressful situations Persistent stress following severe acute Persistent stress following severe acute

response to a traumatic eventresponse to a traumatic event An inefficient or insufficient relaxation An inefficient or insufficient relaxation

responseresponse Acute stress in people with serious illness Acute stress in people with serious illness

(heart disease)(heart disease)

Negative effects of Negative effects of stressstress 1 1 Psychological Psychological

Inability to adapt to stress leads to depression and Inability to adapt to stress leads to depression and anxiety.anxiety.

Heart Disease Heart Disease Stress is a major trigger for angina and serious Stress is a major trigger for angina and serious

cardiac eventscardiac events StrokeStroke

Men under stress are more susceptible to strokes Men under stress are more susceptible to strokes than those not under stressthan those not under stress

PainPain Tension headaches are highly associated with stressTension headaches are highly associated with stress

Negative effects of Negative effects of stress stress 22 Susceptibility to InfectionsSusceptibility to Infections

Chronic stress blunts the immune system and Chronic stress blunts the immune system and increases the risk of infectionincreases the risk of infection

Gastrointestinal ProblemsGastrointestinal Problems Prolonged stress can disrupt the digestive system Prolonged stress can disrupt the digestive system

causing diarrhea, constipation etc etccausing diarrhea, constipation etc etc

Eating problemsEating problems weight gain and weight loss depending on the weight gain and weight loss depending on the

individualindividual

Negative effects of Negative effects of stressstress 3 3 DiabetesDiabetes

Chronic stress has been associated with the Chronic stress has been associated with the development of insulin resistance, a primary factor development of insulin resistance, a primary factor in diabetesin diabetes

Sleep DisturbancesSleep Disturbances Tension from unresolved stress frequently causes Tension from unresolved stress frequently causes

insomnia.insomnia.

Sexual and reproductive DysfunctionSexual and reproductive Dysfunction Stress can lead to diminished sexual desireStress can lead to diminished sexual desire

Negative effects of Negative effects of stressstress 4 4

Memory & Concentration ProblemsMemory & Concentration Problems Significant effects on the brain, particularly on Significant effects on the brain, particularly on

memory.memory. Loss of concentration causing inefficiency and Loss of concentration causing inefficiency and

accident pronenessaccident proneness

Self-medicationSelf-medication Can lead to drug and alcohol abuse, tobacco Can lead to drug and alcohol abuse, tobacco

use, abnormal eating habits or passive use, abnormal eating habits or passive activities such as sitting in front of the TV.activities such as sitting in front of the TV.

Who is Who is @@ Risk? Risk? Personality TraitsPersonality Traits

Some people over respond to stressful eventsSome people over respond to stressful events

Genetic Factors Genetic Factors Some people have genetic factors that affect Some people have genetic factors that affect

stress such as a better relaxation responsestress such as a better relaxation response

The length and quality of stressorsThe length and quality of stressors The longer the duration the more harmful the The longer the duration the more harmful the

effecteffect..

-Younger Adults -Younger Adults -Working Mothers -Working Mothers -Isolated individuals -Isolated individuals -The unemployed-The unemployed -Less educated individuals-Less educated individuals -People who live in cities -People who live in cities -Divorced / widowed individuals-Divorced / widowed individuals

Individuals@ Risk

OthersOthers @ @ Risk Risk CaregiversCaregivers

Caregivers of disabled family membersCaregivers of disabled family members Health Professional CaregiversHealth Professional Caregivers

Angry PersonalitiesAngry Personalities Less emotionally stable or have high anxiety Less emotionally stable or have high anxiety

levels tend to experience specific events as levels tend to experience specific events as more stressful.more stressful.

Lack of social networkLack of social network Lack of established network influences stress Lack of established network influences stress

disorders and stress related health problems.disorders and stress related health problems.

Work Related FactorsWork Related Factors

Job related Job related stress is stress is chronic chronic stress.stress.•Lost time

•Accidents•Risk of Illness•Causes sleeplessness•Impairs concentration

Work Work StressStress Can lead to Can lead to

harassment or harassment or violenceviolence

Extreme work stress can be Extreme work stress can be fatalfatal

Karoushi – sudden death due to Karoushi – sudden death due to work overloadwork overload

Intense work stressorsIntense work stressors No participation in decisions relating to No participation in decisions relating to

selfself Unrelenting demands for performanceUnrelenting demands for performance Lack of effective communications or Lack of effective communications or

conflict resolution methodsconflict resolution methods Lack of job securityLack of job security Long hoursLong hours Office politics and conflict between Office politics and conflict between

workersworkers

Non Non StressStress Conditions 1 Conditions 1 Anxiety DisordersAnxiety Disorders

Anxiety is an emotional disorderAnxiety is an emotional disorder Symptoms mirror stressSymptoms mirror stress Apprehension, uncertainty, Apprehension, uncertainty,

fear, panicfear, panic Triggers not normally associated Triggers not normally associated

with specific threat or stressful situationwith specific threat or stressful situation May result from untreated chronic stressMay result from untreated chronic stress

Non Non StressStress conditions 2 conditions 2 DepressionDepression

May result from untreated chronic May result from untreated chronic stressstress

Mimics stress symptomsMimics stress symptoms Appetite, sleep, concentrationAppetite, sleep, concentration Serious depression Serious depression

SadnessSadness HopelessnessHopelessness Loss of interestLoss of interest suicidal thoughtssuicidal thoughts

www.beyondblue.org.au

Non Non StressStress conditions 3 conditions 3 Post Traumatic Stress Disorder Post Traumatic Stress Disorder

SyndromeSyndrome PTSD is a reaction to a very traumatic event PTSD is a reaction to a very traumatic event

such as intense combat or sexual assaultsuch as intense combat or sexual assault Classified as an anxiety disorderClassified as an anxiety disorder Patient struggles to forgot eventPatient struggles to forgot event Develops emotional numbness and event Develops emotional numbness and event

related amnesiarelated amnesia Mental flashbacks, intrusive dreams, Mental flashbacks, intrusive dreams,

disturbing thoughts.disturbing thoughts.

Considerations for reducing Considerations for reducing STRESSSTRESS

1.1. No single method is uniformly No single method is uniformly successfulsuccessful

2.2. What works for one person does not What works for one person does not necessarily work for anothernecessarily work for another

3.3. Controllable stress provides interest Controllable stress provides interest and excitement, and motivation and excitement, and motivation toward greater achievementtoward greater achievement

4.4. Consult a doctor if there is associated Consult a doctor if there is associated illness illness

StressStress reduction reduction methods 1methods 1

Healthy DietHealthy Diet Whole grains, vegetables, fruitsWhole grains, vegetables, fruits Avoid excess alcohol, caffeine and Avoid excess alcohol, caffeine and

tobaccotobacco Relaxation & / or meditationRelaxation & / or meditation

Listening or playing musicListening or playing music Lowers blood pressure, respiration and Lowers blood pressure, respiration and

pulse ratepulse rate Releases muscle tensionReleases muscle tension Eases emotional strainEases emotional strain


Re-framing Change the way you look at things. This won’t

change the external reality but helps you to see things in different light.

Network talk the problem over with a friend Consult doctor, councillor*, Chaplin Join a hobby club or church Think about taking some courses such as

assertiveness training or conflict resolution

*Employee Assistance Program (EAP) ph. 1300 366 789


Cognitive Behavioural TechniquesCognitive Behavioural Techniques Most effective way to reduce stressMost effective way to reduce stress Identifies sources of stressIdentifies sources of stress Finding methods of managing and reducing Finding methods of managing and reducing

stressstress Recognise limitationsRecognise limitations

ExerciseExercise Effective distractionEffective distraction Fewer sick days than sedentary workersFewer sick days than sedentary workers Stress poses significantly less danger to overall Stress poses significantly less danger to overall

health in the physically active.health in the physically active.

Exercise TipsExercise TipsDo AerobicsDo Aerobics SwimmingSwimming

Yoga or Tai ChiYoga or Tai ChiBrisk walking Brisk walking (even short walks reduce stress)(even short walks reduce stress)

Make a planMake a plan(Executing a plan develops feelings of control)(Executing a plan develops feelings of control)

Start slowly Start slowly strenuous exercise can be dangerousstrenuous exercise can be dangerous10 minutes /day (3 x /week)10 minutes /day (3 x /week)30 minutes / day (every 230 minutes / day (every 2ndnd day) day)

Time ManagementTime Management Make a listMake a list What MUST be doneWhat MUST be done What SHOULD be doneWhat SHOULD be done What would YOU like to doWhat would YOU like to do Cut out time wastingCut out time wasting Learn to drop unimportant activitiesLearn to drop unimportant activities Say no or delegateSay no or delegate

The End!The End!

Please complete Please complete a feedback form.a feedback form.

Thank you for Thank you for your attention…your attention…

……And be safe at And be safe at work!work!

Regards

Lindsay

Documents

Session 3 – meeting & greeting