Positive Communication: Making Our Interactions Work Presented by:

1. Positive Communication:Making Our Interactions Work Presented by: MCPS Employee Assistance Program 240-314-1040

2. Outcomes • Learn the STARR model for communicating in a positive way • Understand the physiological impact of stress • Know effective listening and speaking skills

3. STARRPower • STOP and breathe • THINK through your options • ACT with positive communication • RESPECT yourself and the other person • RECHARGE take care of yourself

4. Stop Take a Deep Breath

5. Stop Think Before You Act • Is this important ? • Are you ready to listen ? • Are you labeling the person ? • How would you feel if you were in the other person’s shoes ?

6. Stop ThinkAct with Positive Communication Active Listening Skills combine listening and talking skills so that the other person feels understood

7. Pop Quiz • Most of us are distracted about _____% of the time we think we are listening. • Right after we listen to someone, we recall about ______% of what he or she has said. • Long-term we recall ____% of what we hear. • _____ % of our communication is conveyed non-verbally. • *International Listening Association

8. Answers • Most of us are distracted about _75% of the time we think we are listening. • Right after we listen to someone, we recall about _50% of what he or she has said. • Long-term, we recall 20% of what we hear. • 70% of our communication is conveyed non-verbally • *International Listening Association

9. Listening Exercise

10. Active Listening Skills • Body Language • Door Openers • Paraphrasing • Reflecting

11. Why did you…? You always or never . . . Yes, but you . . . It’s your fault! How come you…? You made me angry I hear . . . I feel . . . I want . . . I need . . . I don’t understand I’m wondering about… “You” Messagesvs “I” Messages

12. Reframing “You” Messages • You are always asking me to do extra work and it is making me fall behind.

13. Reframing “You” Messages • You complain about every little thing I do and never seem satisfied with my work.

14. Stop ThinkActRespect Respect Yourself and the Other Person

15. Stop ThinkActRespectRecharge!

16. Biodot Color Key More Relaxed Less Relaxed

17. MCPS EAP • Assessment, short term counseling, and referral • Confidentiality/records • Other services: workshops, crisis response • Access point for mediation

18. Thanks for coming!For more information about the EAP, contact us at 240-314-1040or visit our website atwww.montgomeryschoolsmd.org/departments/eap