Communication
Name different modes of communication.
Email, text, phone, face to face
Also acceptable: nonverbal, verbal, written
Why is tone important?
Helps the listener hear what you are actually saying, psychological safety in the workplace, establishing professionalism for our project, comfort for customers
Why are “I” statements important?
Focuses on behaviors, not the person.
Email 100 - See picture
Subject line, greeting, signature
You are having car trouble and you are going to be late. Who do you talk to about this?
Manager
Name ways to be an active listener.
Summarize and rephrase, ask questions, nod, lean in, eye contact. Take notes (situational).
True or false: Assertiveness belongs in the professional workplace
True
How can “I” statements change the outcome of a difficult conversation?
Reduce defensiveness, opens the door for problem solving, more likely to find a resolution
Email 200 - See picture
Including recipients that don’t need the message
Name our groups of customers.
Internal: Coworkers, employees, superiors
External: Partners, employees, job seekers
Name examples of nonverbal communication that are trauma informed.
Diagonal facing customer, open body, match eye contact, low tone and pitch, not interrupting
Compare these two statements.
Wow! Glad you could make it. (monotone)
Hey, glad you could make it. (smiles)
Sarcasm
Convert this sentence to an I statement.
You’re always late!
I have noticed you got to work more than five minutes late three times this week.
Email 300 - See picture
Too long, not clear on an action item
You feel frustrated with a coworker. Who do you talk to about this?
A counselor/therapist, family or friend, directly with the coworker (when calm), with your manager (situational, if you needed problem-solving)
Name two benefits of open ended questions.
Allows others to tell you the direction they need. Gives the other person the space. Zero assumptions. Unlimited answers. Inclusive.
How can we improve the tone of this?
I really don’t have time for this right now!
1. I don’t have time to discuss this right now, can we meet later?
2. I have a lot on my plate right, but I’d like to discuss this with you later.
Convert this sentence to an I statement.
You are so rude, you always interrupt people.
I haven’t been able to finish my sentence, because you have interrupted me repeatedly. I need to finish my thought so we can find a solution.
I'm feeling disrespected. When you interrupt me, I am not able to finish my sentence.
Email 400 - See picture
Too casual for a professional email with a partner (tone and grammar)
You overheard a coworker say something inappropriate. Who do you talk to about this?
Directly with the coworker, your manager, or HR
Name examples of nonverbal communication that would shut down a customer or coworker.
Interruptions, rolling eyes, avoiding eye contact, doing something else while they’re talking, ignoring a question, sarcasm.
What tone would you use when…?
Emailing a partner?
Speaking to a customer?
Professional, caring, sincere, formal
Convert this sentence to an I statement. The workload is really unfair and the company just doesn’t care about me.
I feel frustrated when I can’t finish my workload and I see others doing less than I am. I would like to get support/guidance in finding a balance.
Email 500 - See picture
Personal information
How can we adjust this email to be more appropriate for our audience?
--Too casual (superior, full group, partner)
OR
--Too much jargon (customer)