A presentation at Caritas Education Sector Staff Development Programme on 9 Dec 2011

1. 明愛社區及高等教育服務
「週年職員發展日」
主題：邁向溝通坦途
The Road Towards Effective Communication
日期：2011年12月9日〔星期五〕
時間：下午2時 – 下午5時15分
地點：明愛白英奇專業學校
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2. 1:30 - 2:00 登記入座
2:00 - 2:05 歡迎辭
游新傑先生 明愛社區及高等教育服務總主任
2:05 – 3:05 「邁向溝通坦途 」
繆少群女士
3:05 - 3:30 小休
3:30 – 4:30 小組研討
4:40 – 5:10 總結與勉勵
閻德龍神父 香港明愛副總裁兼教育服務部長
5:10 – 5:15 活動完畢及填寫大會問卷
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3. Detailed rundown
A short presentation by Annita Mau
Demonstrations by:
• Ms Karin Chow
• Ms Maureen Chu
• Mr Vincent Au Yeung
Group work:
• Discussion
• Role play
• Debriefing and follow up
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4. What is communication???
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5. Communicator Message Audience
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6. This is cliché, isn’t it?
WHAT IS EFFECTIVE
COMMUNICATION???
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7. Message Medium Environment
Audience Communicator
Objective
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8. Communicator
Environment Objective
Medium /
Audience
Message
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9. The Medium is the Message
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10. The Medium is the Message
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11. Which is more important?
Communicator’s
needs
Audience’s
needs
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12. Which is most important in the
process of communication?
• Message?
• Medium?
• Environment?
• Audience?
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13. Message
Audience
Medium Environment
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14. Message
• What to say?
• Back to objective:
Inform
Persuade
Appeal
Problem solving
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15. Medium
• How to say?
• Language: English, Cantonese, PTH, dialects
• Choice of words and phrases
• Attitude of the communicator = empathy
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16. Environment
• Where to say?
Face to face
Telephone
Written: email, memo, letter
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17. Environment
Medium
Message
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18. The Road towards Effective
Communication
SKILLS …
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19. Asking Negotiation
Listening BATNA/WATNA
Options
Reframing
generating
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20. ASKING
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21. Asking
• Close end • What
• Open end • When
• Clarifying • Where
• Elaborative • Who
• Hypothetical • Whom
• Probing • How
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22. “If I ask a question, I
may look foolish.”
“He who asks a
question may be a
fool for five minutes,
but he who never
asks a question
remains a fool
forever.”
“不恥下問 ”
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23. LISTENING
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24. 24

25. 25

26. REFRAMING
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27. Framing is setting the scene
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28. Reframing is changing the scene
Reinterpretation: What else could this
mean?
New Perspective: How would this look
from Satellite and Moon?
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29. Reframing
Modifying the message
 Words / phases
 Context
 Positive / Right Direction
 Agreement / Settlement
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30. NEGOTIATION
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31. Negotiation is the process of back-
and-forth communication aimed
at reaching agreement with
others when some of your
interests are shared and some are
opposed.
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32. Negotiation Skill
1. Change attitude from narrow / egocentric 
diverse interests.
2. (Re) Frame issue  mutual interests.
3. Detach parties from their positions.
4. Develop interest-based options
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33. BATNA and WATNA
Best Alternative To a Negotiated Agreement
最佳替代方案
僅次於談判結果的最佳選擇
Worst Alternative To a Negotiated Agreement
比談判不成的結果更差
Best / Worst option available to a party should it call off a
negotiation
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34. Exploring options
• Exploring possibilities / alternatives
• Be creative
• Idea creativity
• Parallel thinking / lateral thinking
• Vs judgment, argument, truth
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35. And … body language
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36. 36

37. 37

38. 38

39. 39

40. 40

41. 41

42. 42

43. 43

44. 44

45. 45

46. DEMONSTRATION
Watch out for SKILLS
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47. Demo I Demo II
• Administration Officer • Programme officer Vincent
Karin asks Programme books a meeting room from
Officer Vincent for a date of Clerk Maureen
joint meeting when both • Meeting rooms are often fully
teams have to attend booked
• It is not easy to schedule
meeting as all colleagues
are busy
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48. close end question,
probing question, ‘why’
question reframing,
options generating
PPS, body
language, nice
voice
close body
language/ finger
pointing negotiation
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49. Asking~
Negotiation
Voice mgt
Listening ~ BATNA/WATNA=
Environment Persuasion
Options
Reframing=
generating=
Choice of words
Problem solving
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50. What even good communication skills
cannot rectify?
• Political issues
• Structural issues
• Staffing issues
• Workload issues
• Funding issues
• Language issues
• What can?
• Please allow one advertisement …
• Perhaps Mediation - School Mediation Project
(to be launched) 50

51. What enhanced communication skills
can help?
• Happier interpersonal relations
• More harmonious workplace
• Peaceful family life
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52. Skills recap
Communicator
Asking /
/ attitude / listening
Reframing
body language
Negotiation /
Audience Environment BATNA /
WATNA
Message Medium
Objective
achieved
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53. Group work
Group A1: Administrators (1 Group)
Group AA1 – AA3: Assistant Administrators (3 Sub groups)
Group P1 – P6: Administration Officers / Programme Officers (6 Sub groups)
Group T1 – T10: Teaching Staff (10 Sub groups)
Group S1- S12: Clerical / Supporting Staff (12 Sub groups)
Discussion (20mins):
In a Sub group, there are about 10 persons with one Convenor
Discuss (15mins) and fill Discussion guidelines and feedback form (5mins)
After discussion, among the 10 persons, split into Role A; Role B; Role O
2 x Role A; 2 x Role B; all others Role O
Role Play (20mins):
First 8 mins: Role play I: A and B
Seond 8 mins: Role play II: A and B [same role play scenario]
Both observed by Os
Fill Role play feedback form: 4 mins
Debriefing (20mins):
10 persons participate, facilitated by Convenor using :
(i) Observer’s checklist; (ii) Suggested tips for best scenario; (iii) Role play feedback
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form; (iv) Follow up action checklist for coming six months

54. Group pack
1. Convenor’s roles and functions
2. Case for discussion
3. Discussion guidelines and feedback form
4. Role play scenario brief:
• For A – general brief, brief for A
• For B – general brief, brief for B
• For O – general brief, and observer’s checklist
(also A’s / B’s Role play feedback form)
(Please don’t refer to 5 and 6 until after role plays
and at the beginning of debriefing)
5. Suggested tips for best scenario
6. Follow up action checklist for coming six months 54

55. Thank you, Happy group work …
Reminder
Case scenario - 請勿駁古，如有雷同實屬巧合，
如有不足請包涵
Discussion - 高度參與
Role play - 盡情投入，發揮想像演技
HAVE FUN, ENJOY!!!
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