HUH?!? WHAT?!?

Techniques and tips to communicate and negotiate effectively as a GAL

Communication Basics

What types of communication do we use on a daily basis?

What type do you prefer? Why?

Activity!

Communication Basics

Who do you communicate with as a GAL? Building relationships through respect and

credibility Good communication requires self-

awareness, sensitivity, and skills Non-verbal cues and active listening

Communicating Effectively

Children– Trust– Rapport

A story of success? A story of struggle? How have you developed trust

respect and credibility? – Every child is different!

Communicating with Professionals

Understand the different roles Professionalism How do you build trust and respect

as a GAL with a professional? Getting a call back

Communicating Effectively

“Turf” issues– Everyone has an identity– SWs feel blamed or

criticized personally when we ask for services or call attention to delay

– When identities are threatened, it can be difficult to communicate and negotiate.

What to do– Separate the person from the

problem– Avoid triggering defensive

responses– Be aware of our own

defensive responses– Use “I” statements– Tone, voice, body language…

be congruent!

Negotiations/Dealing with Conflict

Take the test…what is your preference? Competitive Style

– The issue is important to you and you must get your way

– You feel confident you will win because you have the power or position to do so

– Very assertive and aggressive– Satisfy your concern at the expense of others– May exploit the other part’s weakness in

negotiation

Negotiations/Dealing with Conflict

The Avoidant Style– You are in a no-win situation or tensions are too high

and you feel a need to cool down– You don’t have enough information and have the

option of waiting– You believe the situation will resolve itself in time– You don’t attempt to satisfy your own or the other’s

concerns

Negotiations/Dealing with Conflict

The Accommodative Style– It is more important to maintain a relationship

than to get the decision– You wan to keep peace and harmony– The outcome is more important to the other

person– You work cooperatively with others without trying

to assert your own concerns – You try to help the other party even if it means

giving up your own needs

Negotiations/Dealing with Conflict

The Compromising Style– Neither party has the energy– You have mutually exclusive goals– You would rather have something than nothing at

all– Emphasis not on win-win, but rather on getting at

least something out of it– Give and take

Negotiations/Dealing with Conflict

The Collaborative Style– Parties are clear about the problem and what they

want– Parties are willing to work together as equals – The issues are important to all parties and no one is

wiling to let go entirely– Win-win– Search for new alternatives, build trust, relationship

grows– More complicated and takes longer, results are good

Principled Negotiation

Separate the people from the problem– Listen 80% of the time, talk 20%

Focus on interest, not positions– Ask, “why is that position important?”

Generate a variety of possibilities before deciding what to do

– Be open to options and brainstorming

Ensure that the results are based on an objective standard

– There should be some measure of success

Communicating to Conquer Conflict

Pay attention to non-verbal cues that suggest a discrepancy…bring them out in the open

Watch for hidden or incorrect assumptions- yours or theirs Have open channels of communication- say what you feel

diplomatically and offer that chance to them Be clear, ask for clarification, make sure everyone understands Learn to listen well. Show interest, concern, empathy, and

respect. Use reflective statements to show them you’ve listened!

Express yourself in a non-threatening way using “I” statements while avoiding “you” statements

Take Aways

Respect and credibility will determine if your commutation is receive the way you intend it

Be self-aware…know how you communicate in all manners and don’t be afraid to change

Rapport and trust with children will only be built through communication and consistency

Use different styles of conflict resolution!

Questions and Comments