MARC H 25 , 2014 8 :45AM – 10 :15AM & 10 :30AM – 12 :00PM

2014 KAIN AIWA C HILDR EN ’S S ERVIC ES C O RPO RATIO N C O N FEREN C E

LIS A PEC KHAM

Effective Communications and Facilitator Training

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Disclaimer

The information presented to you today is considered to be general best practices for

organizations across Canada. The information is not intended to provide legal

counsel or legal advice.

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Learning Objectives

Verbal communication skills

Non verbal communication skills

Written communication skills

Traits of a great facilitator

Facilitating meetings

Delivering presentations

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Communication doesn’t have to be complicated!

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Verbal communication

Speak clearly with appropriate tone and speed

Use language appropriate to your audience

Use appropriate non verbal cues

Make eye contact

Use active listening skills

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Enhancing communication

Words that fall into these categories help to enhance your message!

Empathetic EncouragingRespectfulTreat all people equallyResolve conflictPositiveObjective and factual

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Hindering communication

Words that fall into these categories will hinder your communication. Without fail.

SarcasmRidiculeUnsolicited adviceCriticismJudgment InsultsLecturesExaggeration

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Active listening

Pay attention

Refrain from interrupting

Respond with your interpretation of what was said

Ask for further clarification if required

Ask questions

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Advantages of active listening

Helps to develop a good relationshipFacilitates further disclosure and deeper

discussionProvides ample opportunity for further

explanation and clarificationHelps both parties to stay focused on the

conversationIncreases retention of informationDefuses conflict

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LISTEN

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Non verbal communication

Non verbal communication is communication through visual and auditory cues. It is considered to represent over 65% of all

communication.

Non verbal communication can significantly enhance or distract from your message.

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Visual communication

Posture Stand tall with head up

and shoulders backAppearance

Look professionalGestures

Facial expressions, nodding, winking, clasping hands

Eye contact Make eye contact

regularly

Kinesics Body movement and

positionProxemics

The space between individuals while they interact

Haptics Hand shake, high five, pat

on the shoulder

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Examples

No Y

es!

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Paralanguage

ToneVolumeRhythmIntonationEmphasisSpeed

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Are you being heard?

No eye contact

Outrageous statements are not challenged

No response

The same interjection

No questions No paraphrasing

Constant interruptions

Inappropriate responses

Easily distracted

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Reminder!

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Written communication

LettersEmailsPosting

online

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Writing great letters

Be conciseUse nouns and verbs more than adjectivesUse an active voiceBe specificBe interestingWrite TO your readers, not down to themUse a positive toneBe accurate and factual Be clear

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Tone

Why am I writing this document?

Who am I writing this for?

What do I need them to understand?

What kind of tone is appropriate?

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Writing negative letters

Greeting Friendly greeting that demonstrates familiarity with the

reader and their situation or concernExplanation

Demonstrate the procedures the organization has in place to deal with the reader’s issue or concern

Detail the action that has been taken(bad) News

Deliver the negative message clearly, concisely, and factuallyAction

Invite further contact with the organization, offer an alternative, provide an incentive

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Email

Assume all email is in the public domainGet to the point Be conciseUse short paragraphs, bullets, and numbered

lists to make it easier to readBe respectfulBe factual

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Communicating online

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Facilitation skills

Facilitation is the art of bringing adults together through learning and self discovery.

Effective facilitation emphasizes the acquisition and use of new knowledge, skills,

attitudes, and abilities.

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Facilitating versus presenting

http://www.centerii.org/academy/info/change/FacilitationSkills.pdf

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Facilitators wear many hats!

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Don’t use this meeting facilitation technique!

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Planning for success

Define the meeting purpose and objectives

Create the participant list

Establish roles Facilitator, meeting leader, meeting planner, recorder

Develop the agenda

Identify and assemble background materials

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Executing for success

Set expectations What will be achieved

Manage time Map out time limitations for each agenda activity

Establish ground rules Breaks, mobile devices, respectful communication

Tools for decision making Consensus decision making Consultation Prioritization

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Tips for meeting success

Design a realistic agendaBe aware of content and processKeep the group moving towards its aimsUse a variety of facilitation tools to keep all

participants engagedCreate a safe and empowering atmosphere

that encourages contributions from every participant

Do not allow negativity, interrupting, or domineering behavior

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Presentations

WritingDesigningDelivering

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It doesn’t have to be like that!

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Writing your presentation

Capture the mind and the heart using personal stories, anecdotes, and metaphors

Create slides that answer the questions why, how, and what Why should the audience care? How will this improve

their situation? What should they do?Use simple languageUse images to explain concepts and data

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Designing your presentation

Have a consistent visual themeMake sure colors and fonts are not harsh,

distracting, or illegible Incorporate high quality graphicsUse appropriate charts to display dataAvoid too many transitions, builds, and

animations in the slides

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Deliver your presentation

Be passionate about the topicRehearseBe aware of your verbal and non verbal

communicationMove aroundUse a handheld remote to advance slidesMake eye contactEncourage audience participation and

engagement

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Questions?

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THANK YOU!

Thank you for the opportunity to present to you today!

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Thank you!

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informationEmployee mental

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Thank you!

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403-264-5288 www.hylton.ca

800-449-5866 lisa@hylton.ca

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