明愛社區及高等教育服務

「週年職員發展日」

主題：邁向溝通坦途 The Road Towards Effective Communication

日期：2011年12月9日〔星期五〕

時間：下午2時 – 下午5時15分

地點：明愛白英奇專業學校

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1:30 - 2:00 登記入座

2:00 - 2:05 歡迎辭

游新傑先生 明愛社區及高等教育服務總主任

2:05 – 3:05 「邁向溝通坦途 」

繆少群女士

3:05 - 3:30 小休

3:30 – 4:30 小組研討

4:40 – 5:10 總結與勉勵

閻德龍神父 香港明愛副總裁兼教育服務部長

5:10 – 5:15 活動完畢及填寫大會問卷

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Detailed rundown

A short presentation by Annita Mau Demonstrations by: • Ms Karin Chow • Ms Maureen Chu • Mr Vincent Au Yeung Group work: • Discussion • Role play • Debriefing and follow up

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What is communication???

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Communicator Message Audience

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WHAT IS EFFECTIVE COMMUNICATION???

This is cliché, isn’t it?

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Objective

Audience

Message Medium

Communicator

Environment

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Communicator

Objective

Medium / Message

Audience

Environment

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The Medium is the Message

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The Medium is the Message

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Which is more important?

Communicator’s needs

Audience’s needs

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Which is most important in the process of communication?

• Message?

• Medium?

• Environment?

• Audience?

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Audience

Message

Environment Medium

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Message

• What to say?

• Back to objective:

Inform

Persuade

Appeal

Problem solving

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Medium

• How to say?

• Language: English, Cantonese, PTH, dialects

• Choice of words and phrases

• Attitude of the communicator = empathy

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Environment

• Where to say?

Face to face

Telephone

Written: email, memo, letter

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Message

Medium

Environment

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The Road towards Effective Communication

SKILLS …

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Asking

Listening

Reframing

Negotiation

BATNA/WATNA

Options generating

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ASKING

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Asking

• Close end

• Open end

• Clarifying

• Elaborative

• Hypothetical

• Probing

• What

• When

• Where

• Who

• Whom

• How

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“If I ask a question, I may look foolish.”

“He who asks a question may be a fool for five minutes, but he who never asks a question remains a fool forever.”

“不恥下問 ”

LISTENING

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REFRAMING

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Framing is setting the scene

Reinterpretation: What else could this

mean?

New Perspective: How would this look

from Satellite and Moon?

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Reframing is changing the scene

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Modifying the message Words / phases Context

Positive / Right Direction

Agreement / Settlement

Reframing

NEGOTIATION

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Negotiation is the process of back-

and-forth communication aimed

at reaching agreement with

others when some of your

interests are shared and some are

opposed.

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1. Change attitude from narrow / egocentric

diverse interests.

2. (Re) Frame issue mutual interests.

3. Detach parties from their positions.

4. Develop interest-based options

Negotiation Skill

BATNA and WATNA

Best Alternative To a Negotiated Agreement 最佳替代方案 僅次於談判結果的最佳選擇 Worst Alternative To a Negotiated Agreement 比談判不成的結果更差 Best / Worst option available to a party should it call off a

negotiation

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Exploring options

• Exploring possibilities / alternatives

• Be creative

• Idea creativity

• Parallel thinking / lateral thinking

• Vs judgment, argument, truth

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And … body language

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DEMONSTRATION

Watch out for SKILLS

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Demo I

• Administration Officer Karin asks Programme Officer Vincent for a date of joint meeting when both teams have to attend

• It is not easy to schedule meeting as all colleagues are busy

Demo II

• Programme officer Vincent books a meeting room from Clerk Maureen

• Meeting rooms are often fully booked

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close end question, probing question, ‘why’

question reframing, options generating

close body language/ finger

pointing negotiation

PPS, body language, nice

voice

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Asking~ Voice mgt

Listening ~ Environment

Reframing= Choice of words

Negotiation

BATNA/WATNA= Persuasion

Options generating=

Problem solving

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What even good communication skills cannot rectify?

• Political issues • Structural issues • Staffing issues • Workload issues • Funding issues • Language issues • What can? • Please allow one advertisement … • Perhaps Mediation - School Mediation Project

(to be launched)

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What enhanced communication skills can help?

• Happier interpersonal relations

• More harmonious workplace

• Peaceful family life

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Skills recap

Communicator / attitude /

body language

Audience

Message Medium

Environment

Asking / listening

Reframing

Negotiation / BATNA / WATNA

Objective achieved

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Group work Group A1: Administrators (1 Group) Group AA1 – AA3: Assistant Administrators (3 Sub groups) Group P1 – P6: Administration Officers / Programme Officers (6 Sub groups) Group T1 – T10: Teaching Staff (10 Sub groups) Group S1- S12: Clerical / Supporting Staff (12 Sub groups)

Discussion (20mins): In a Sub group, there are about 10 persons with one Convenor Discuss (15mins) and fill Discussion guidelines and feedback form (5mins) After discussion, among the 10 persons, split into Role A; Role B; Role O 2 x Role A; 2 x Role B; all others Role O Role Play (20mins): First 8 mins: Role play I: A and B Seond 8 mins: Role play II: A and B [same role play scenario] Both observed by Os Fill Role play feedback form: 4 mins Debriefing (20mins): 10 persons participate, facilitated by Convenor using : (i) Observer’s checklist; (ii) Suggested tips for best scenario; (iii) Role play feedback

form; (iv) Follow up action checklist for coming six months

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Group pack 1. Convenor’s roles and functions 2. Case for discussion 3. Discussion guidelines and feedback form 4. Role play scenario brief: • For A – general brief, brief for A • For B – general brief, brief for B • For O – general brief, and observer’s checklist

(also A’s / B’s Role play feedback form) (Please don’t refer to 5 and 6 until after role plays

and at the beginning of debriefing) 5. Suggested tips for best scenario 6. Follow up action checklist for coming six months 54

Thank you, Happy group work …

Reminder

Case scenario - 請勿駁古，如有雷同實屬巧合，如有不足請包涵

Discussion - 高度參與

Role play - 盡情投入，發揮想像演技

HAVE FUN, ENJOY!!!

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