communication to enhance coaching relationships · 2019-11-14 · communication to enhance coaching...
TRANSCRIPT
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Integrating Innovative Employment & Economic Stability Strategies into TANF Programs
COMMUNICATION TO ENHANCE COACHING RELATIONSHIPS
May 9, 2019
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PRESENTERS
Samantha Wulfsohn, Ph.D.Senior Associate
MDRC | Families & Children Policy Area
Ruthie Liberman, M.P.A.Vice President of Public Policy
EMPath | Economic Mobility Pathways
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COACHING FOR SUCCESS LEADERS
• Alabama
• Missouri
• New Hampshire
• New Jersey
• Oklahoma
• South Dakota
• West Virginia
NH
MO
OK
NJ
AL
SD
WV
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PURPOSE
• Understand what communication is and why it is important
• Review the key components of interpersonal communication
• Learn how to effectively use interpersonal communication
• Consider how good interpersonal communication can facilitate
the coaching relationship
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WHAT IS COMMUNICATION?
Giving Information Receiving Information
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KEY TO EFFECTIVE INTERPERSONAL COMMUNICATION
• Pay attention to the needs of the client
• Listen authentically to what the client shares
• Be aware of the subtleties of nonverbal information
• Share ideas in a respectful and nonthreatening manner
• Manage stress and make an emotional connection
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ATTENDING BEHAVIORS
I am in this with you
I am listening
I hear you without judgment
SENDING A MESSAGE
Authenticity
Empathy
Positive Regard
SHOWING THE CLIENT
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• We should spend 70% of our time on empathic listening and 30% of our time talking.
• Listen with your ears, eyes, mind and heart.
EMPATHIC LISTENING
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GOOD LISTENERS
GROUP BRAINSTORM
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• Let go of their need for control
• Make space in their minds
• Are ready to just listen
• Relax and respond to the speaker’s nonverbal cues
GOOD LISTENERS
• Listen for the emotion behind the words
• Don’t interrupt
• Use reflective questions
• Use silence and wait
• Remain focused on the speaker
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NONVERBAL BEHAVIOR
• Why is it important?
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NONVERBAL BEHAVIOR
Nonverbal Tone of Voice
Words
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NONVERBAL COMMUNICATION STRATEGIES
• Facial expression
• Gestures
• Body language
• Wait time/Silence
• Eye contact
• Body orientation
• Volume
• Pitch
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NONVERBAL STRATEGIES REFLECTION
• What nonverbal strategies do you use when you first meet a client?
• Which are most important to you when you first start to establish a relationship?
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CULTURAL DIFFERENCES IN NONVERBAL COMMUNICATION
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Observe people
Be aware of individual differences
“Read” nonverbal signals as a group
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VERBAL COMMUNICATION STRATEGIES
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CLARIFYING
• To get more information and ensure you understand
Why?
• Ask open ended questions
• Restate your interpretation and encourage further explanation
How?
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REFLECTING
• To show that you understand what the speaker is saying and feeling
Why?
• Reflect the speaker’s basic feelings
• Paraphrase basic points
• Ask reflective questions
How?
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SUMMARIZING
• To review how things are going and pull together several ideas
Why?
• Restate major ideas expressed, including feelings
How?
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ENCOURAGING
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• To show interest in what’s being said and encourage further conversation
Why?
• Use neutral rather than evaluating comments
• Ask for more information
How?
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CASE EXAMPLE
ACTIVITY
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QUESTIONS ORCOMMENTS?
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NEXT STEPS
Upcoming webinars: 6/13, 7/11 & 8/8
A survey will pop up immediately after the webinar ends. Please take a couple minutes to respond. Your answers are important to us!
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FOR MORE INFORMATION
Samantha Wulfsohn, Ph.D.
Ruthie Liberman, M.P.A.
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Coaching for Success Series 2019-17
This product was developed by Public Strategies, EMPath, and MDRC, and funded by the Office of Family Assistance under contract number
HHSP23337005T, Integrating Innovative Employment & Economic Stability Strategies into TANF Programs (IIEESS).