fourth conference of ombuds and deans of students in higher education australasia mcphee andrewartha...
TRANSCRIPT
Fourth Conference of Fourth Conference of Ombuds and Deans of Ombuds and Deans of
Students in Higher Students in Higher Education Australasia Education Australasia
McPhee Andrewartha Pty Ltd Phone: (08) 8357 1800 Fax: (08) 8357 1811
www.mcpheeandrewartha.com.au
University of South Australia
Presenter: Graham AndrewarthaApril 2004
University of South Australia
McPhee Andrewartha Pty Ltd
Strategies for Self Strategies for Self
Care for Ombuds and Care for Ombuds and
Deans of StudentsDeans of Students
University of South Australia
McPhee Andrewartha Pty Ltd
University of South Australia
McPhee Andrewartha Pty Ltd
Self-care GuidelinesSelf-care Guidelines
• Follow the equal effort rule
• Accept everything you hear but don't bank on it
• Plan your emergencies
• Structure your time
• Know when to quit—before you need to
• Don't take it too seriously
• Watch out for repetitive routines
University of South Australia
McPhee Andrewartha Pty Ltd
Self-care GuidelinesSelf-care Guidelines
• People are actually very strong
• Follow a procedure but be flexible
• Understand organisational learning
University of South Australia
McPhee Andrewartha Pty Ltd
University of South Australia
McPhee Andrewartha Pty Ltd
At a very fundamental level all human
understanding is unconscious and non-
verbal.
Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.
University of South Australia
McPhee Andrewartha Pty Ltd
Principles of UnderstandingPrinciples of Understanding
1. We don’t respond to what others say, we respond to the way they say it.
2. Learning to see how others say things helps us hear properly.
3. Saying things the way someone else expects to hear it helps us to be understood.
4. Being understood is essential for success.
University of South Australia
McPhee Andrewartha Pty Ltd
Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.
Perceptions
are our meanings
University of South Australia
McPhee Andrewartha Pty Ltd
Six Tips for Better Six Tips for Better UnderstandingUnderstanding
1. Positive feelings help focus our understanding.
2. Negative feelings confuse our understanding.
3. Accept that we don’t always say what we mean, and we don’t always mean what we say.
4. The more important something is to you, the less you will understand or be understood.
5. What you expect is what you tend to get.
6. When you treat the other person (no matter who they are) as your most important friend, understanding flourishes.
University of South Australia
McPhee Andrewartha Pty Ltd
The Context TriangleThe Context Triangle
Organisation Self
Student
University of South Australia
McPhee Andrewartha Pty Ltd
The Conflict TriangleThe Conflict Triangle
Critic role Helper role
Victim role
University of South Australia
McPhee Andrewartha Pty Ltd
Discounting Discounting HierarchyHierarchy
Existence of Problem
Significance of Problem
Solvability of Problem
Ability to Personally
Solve Problem
University of South Australia
McPhee Andrewartha Pty Ltd
Three Aspects of Three Aspects of CommunicationCommunication
Body language
55%Voice tone 38%
Verbal content
7%
University of South Australia
McPhee Andrewartha Pty Ltd
Eight Attributes ofEight Attributes of Supportive Communication Supportive Communication
1. Problem-oriented, not person-oriented
2. Congruent, not incongruent
3. Descriptive, not evaluative
4. Validating, not invalidating
5. Specific, not global
6. Conjunctive, not disjunctive
7. Owned, not disowned
8. Supportive listening, not one-way
University of South Australia
McPhee Andrewartha Pty Ltd
…emotion is central to problem-solving, understanding and decision-making. We know and recognise things by what we have already experienced emotionally.
Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.
University of South Australia
McPhee Andrewartha Pty Ltd
Imitation or MatchingImitation or Matching
• The art of understanding is achieved through matching.
Andrewartha, G. 2002, Be Understood or Be Overlooked: mastering communication in the workplace, Allen & Unwin, Crows Nest, NSW.
University of South Australia
McPhee Andrewartha Pty Ltd
University of South Australia
McPhee Andrewartha Pty Ltd
University of South Australia
McPhee Andrewartha Pty Ltd
Carlopio, J., Andrewartha, G. & Armstrong, H. 2001, Developing management skills: a comprehensive guide for leaders, 2nd edn, Prentice Hall, Australia.
ValuesValues
• Values are among the most stable and enduring characteristics of individuals.
• They are the basis for crucial decisions. An organisation, too, has a value system, usually referred to as its ‘organisational culture’.
• Research has found that employees who hold values that are congruent with their organisation’s values are more productive and satisfied.
University of South Australia
McPhee Andrewartha Pty Ltd
ID Profile for Richard Wood23 November 2000
Timing: RAPID GRADUAL
Emphasis: UNDERSTATE EXAGGERATE
Thinking: LINEAR LATERAL
Focus: DETAIL CONCEPT
Evaluation: SELF OTHER
Relationship: INITIATE RESPOND
Perceptual System: VISUAL AUDITORY EXPERIENTIAL
Understate
Exaggerate
Rapid
Gradual
Linear
Lateral
Detail
Concept
Self
Other
Initiate
Respond
VisualAuditory
Experiential
© Copyright 2001 McPhee Andrewartha
Influence DimensionsInfluence Dimensions