Page 49 - FLL Virtual Binder 2018

Summary of Key Concepts and Techniques
ü Understand the communication process to achieve shared understanding.
ü Use active listening techniques to overcome communication filters and achieve
shared understanding.
ü Continually assess your communication style to improve interaction and to appropriately adapt your style to others.
ü Understand the language of leaders in a Continuous Improvement Environment.
ü Apply the guidelines for clear communication.
ü Practice using collaborative communication techniques – ownership language trigger phrases, positive language, saying ‘no’, redirecting to respond to influence approaches.
ü Raise awareness of the 4 aspects of non-verbal communication.
ü Apply appropriate communication formats for communicating across boundaries in
a Continuous Improvement Environment.
Use this tool to plan out your communication so that your message is clear and shared understanding is achieved.
Communicating Clearly On-the-Job Application Tool
What message do I want to send and how do I want people to feel:
What filters exist that may impede shared understanding eg. rumours, insecurity, excitement
Consider the communication styles of the people as well as the boundaries. What format would be most effective? Eg. one-on-one followed by email summary, full group meeting, etc.
Front Line Leadership Module: Performance Management
49