NON-VERBAL COMMUNICATION

• Be aware of your posture, gestures and facial expressions.
• Send consistent messages, your body language should match and reinforce your verbal statements.
• Strive for a friendly tone of voice.
• Maintain eye contact, but don't stare or glare.
• Rehearse your body language as much as you research your words.

SHARING INFORMATION

• Articulate vision, values, strategies, goals and alignment.
• Clearly define priorities and expectations
• Communicate face to face (not by memo or e-mail) up and down the organization.
• Express your confidence in the Staff Member and his/her work.

LISTENING

• Be receptive. Show interest.
• Give your complete attention.
• Paraphrase his/her main points (not yours).
• Reflect back content/feelings or what you've heard

QUESTIONING

• Be curious - no condemning. Focus on the problem - not the person.
• As "W" questions - what, where, when, why, plus how.
• Open up the opportunity for the other person to think.
• Probe deeper - ask for examples, evidence, reasons. "In addition to that, is there anything else?" or "Suppose we"

POSITIVE FEEDBACK

• Catch Staff Members doing it right.
• Be specific in describing the positive behavior/performance.
• Explain the importance of this behavior to you, the work group and the department/unit.
• Sincerely express your appreciation.