Communication: The TwoWay Street

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Communication The Two-Way Street
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Objectives

• Explain the need to listen carefully for clues to
  employees and citizens attitudes and concerns.
• Provide employee guidelines on acceptable dress
  and behavior.
• Monitor employees telephone skills and provide
  guidance, as needed.
• Listen for rumors, counter unfounded rumors, and
  remind employees to avoid repeating rumors.
• Identify key strategies for dealing with the
  media.

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Active Listening
Demonstrates an understanding of what the other
person is saying.
Helps build trust in your local government
organizations.
Encourages the person to share information or
ideas.
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Active Listening

• Listen.
• Confirm.
• Probe.
• Show understanding.

I filled out all those papers and I still havent
heard a thing.
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Confirming What You Hear

• Listen.
• Summarize the themes mentally.
• Restate in your own words the main points.

Do not parrot back the exact same words that you
heard. Do not just say . . . I understand your
situation. State what you understand about the
situation.
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Activity Instructions

• You will hear two statements. Listen to each
  statement carefully.
• After each statement, write down word for word
  what you would say to confirm what youve heard.
  You may want to use the following formats
• In other words . . .
• If I understand you, you think . . .
• So, youre saying . . .

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Types of Questions
CLOSED-ENDED
QUESTIONS

• Require more than a one-word answer.
• Encourage sharing.
• Usually begin with what, why, when, and how.

• Require a simple one-word answer.
• Discourage sharing.
• Usually begin with is, can, does, and how many.

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Asking Probing Questions

• Use open-ended questions.
• Wait for a response before firing off another
  question.
• Use a confirming response before asking another
  question.

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Activity Instructions

• There are three opening statements that require
  probing to learn more about the situation.
  Listen to the opening statement.

• Write a probing question.

• The instructor will provide a model probing
  question and then an answer.

• Write a confirming response.

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Preparing for Callers

• Make sure employees . . .
• Know the names and extensions of people in the
  office.
• Know the names of key officials involved in the
  disaster response.
• Have a list of disaster assistance phone numbers
  near the phone.
• Have directions for resolving questions that they
  cannot answer.

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Answering the Telephone

• Make sure employees . . .
• Use a pleasant greeting.
• Identify their locale.
• Identify themselves.
• Practice active listening skills.

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Communication Effectiveness

• Your message comes across three ways
• Words Impact 7
• Vocals Impact 33
• Nonverbal Impact 60

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Motivating Employees
Self-Actualization Needs
Personal Esteem Needs
Social Needs
Security Needs
Basic Physiological Needs
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Nonverbal Communication

• Observing nonverbal behaviors allows you to
• Gather information about the other persons
  feelings and attitudes.
• Assess the consistency between verbal and
  nonverbal messages.
• Respond to the other persons
• needs.

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Nonverbal Communication
Awareness of your own nonverbal behaviors allows
you to

• Project a sense of confidence to your employees
  and disaster victims.
• Help set people at ease.
• Diminish the potential for conflict.

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Providing the Right Impression

• Appearance . . .
• If appropriate, have employees wear clothes that
  identify their position.
• Always have employees carry official
  identification.
• Have employees dress appropriately for the work
  and the disasterenvironment.

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Providing the Right Impression

• Behavior . . .
• Emphasize the importance of good listening
  skills.
• Review existing guidelines on appropriate
  behavior.
• Remind employees not to laugh and joke about the
  disaster in public.

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Addressing Rumors

• Listen for rumors from citizens and employees.
• Caution employees not to pass rumors on to
  others.
• Counter unfounded rumors.
• Notify the appropriate person in the disaster
  response organization of rumors that concern you.

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Communicating With the Media

• Know your organizations policies about
  communicating with the media.
• Stick to the facts. Dont address policy.
• Its okay to say No or I dont know.
• Keep your responses as short and as simple as
  possible.