Summary:
We communicate, knowingly and unknowingly, every minute. We send messages with our words, body language and tone of voice, but is it the message we are intending to send? Similarly, we are receiving information constantly but are we interpreting it the way the sender intended? Sending and receiving information and ideas accurately is essential to interacting with others, problem solving, making decisions, preventing conflict, and resolving conflict.
“The single biggest problem with communication is the illusion that it has taken place.”
– George Bernard Shaw
It is important to be able to effectively express yourself in a discussion and, equally important, to be able to listen to the other’s perspective. To do so well requires the attitude of curiosity combined with good technique. This course covers both and highlights the need for balance between listening and speaking in interacting with others and the value that brings.
We will also discuss what gets in the way of effective communication and how to overcome those barriers.
You will develop new listening and speaking skills or augment existing skills.
Course content can be custom-designed to meet your timeline and needs from topics such as:
- Basic principles, barriers, perception
- The yin yang of communication – listening and speaking
- Levels of listening & self-assessment
- Common conflict-escalating communication styles
- Verbal, non-verbal and paraverbal messages
- The Ideal Listener
- Acquiring information through effective listening: elicitive questioning, paraphrasing, reframing, acknowledging, and empathic response
- Asserting or speaking communication skills: “I” language and descriptive language to express needs and expectations effectively
- Exploring differences between passive, aggressive, and assertive communication
- Giving and receiving feedback: improving performance, minimizing defensiveness, responding to criticism, and setting limits
Methods:
The learning environment includes instruction, exercises, small and large group discussions, and lots of hands-on practice. My goal is to help you develop your skills and sense of confidence.
*Note: I am also a certified personal coach with experience working with individuals on this topic. I can work with you one-on-one to learn and practice these skills in a confidential setting.
Pam is an excellent instructor. She exudes a welcoming and down-to-earth approach as she coaches and instructs learners in conflict resolution and mediation skills. I highly recommend her as a mediator, instructor, and facilitator.
Leanne Harder
Skills Coach, Justice Institute of British ColumbiaI decided to try coaching to overcome a longstanding block I experienced with being successful at interviews. Pam put me at ease during our coaching sessions and skillfully helped me to believe in my ability to perform well at interviews and more importantly in many other areas of my life. Her coaching was a major contribution to my success in being offered the job of my dreams in a highly competitive process.
S.R.
Pam is an extraordinary professional with a unique and gifted ability to connect personally with her clients. She has a devoted work ethic and a uniquely rare ability to assist people to identify and work through challenging human and work relationships. Her insights and recommendations have always been on target and resulted in improvements to both business and human performance.
John Appleton
Regional Vice President (National Accounts) Bee-Clean Building MaintenancePam worked with me to dig into what truly motivates me at work and how to deal with difficult client relationship issues. We also discussed how I could get more satisfaction in my free time. Since my meetings with her, I have produced a successful children’s tv show and have re-connected to my love of making art. Pam is patient and thoughtful and helps you to ask yourself the questions that will move you forward. By working with her and doing the homework she assigned, I feel I have a deeper understanding of how to be my best self.
B. Dawson
Pam Penner was exceptionally helpful to me when I was facing a transitional time in my career. She was able to assist me in isolating the issues I was facing and providing perspective that allowed me to move on. I would highly recommend her services.
M.V.
Pam is a valuable member of the faculty at the JIBC, Centre for Conflict Resolution. She teaches and coaches in a variety of courses, and receives very positive feedback from students and colleagues. Pam is always looking for new ways of engaging students and encouraging them to learn and explore ways of dealing with conflict.
Pam White
Former Dean, School of Community and Social Justice, Justice Institute of BritishI have utilized Pam’s skills as a facilitator working with our Safety Committees at both Canfor and Tolko. As a facilitator, she creates an environment where all participants become actively engaged in the process. The results are demonstrated in a strong commitment by the participants to achieving the targets and goals that are agreed to. Participants leave the process with positive comments about the process and Pam’s ability to engage them in a positive outcome.
Pat Donnelly
Operations Manager - Canfor / TolkoPam has instructed in numerous classes for us for a wide variety of clients and learners. She is conscientious, caring and reliable, and has diverse experience and knowledge in the areas of conflict resolution, restorative justice and mediation education and training.
