Communications for Guides Amanda Wroten www.amandawroten.com Amanda Wroten • Professional with the Boy Scouts of America • Owner of Summit Consulting • Volunteer with Paradox Sports.
Download ReportTranscript Communications for Guides Amanda Wroten www.amandawroten.com Amanda Wroten • Professional with the Boy Scouts of America • Owner of Summit Consulting • Volunteer with Paradox Sports.
Communications for Guides Amanda Wroten www.amandawroten.com Amanda Wroten • Professional with the Boy Scouts of America • Owner of Summit Consulting • Volunteer with Paradox Sports Why Communication • Trust – short roped • Getting jobs • Keeping jobs • Client experience • Marketing Why Communication • Special event lectures – $$$$$ – Clients – Sponsors “Are You Tough Enough” • Backpacker magazine article • Shannon Davis • RMI Tryout • 100s of applications 40 tryouts 10 slots • Small group setting http://www.backpacker.com/survival/areyou-tough-enough/ “Are You Tough Enough” • Intangibles – Can you work with a group? – Can you speak in front of a crowd – Can you sell yourself? – Do you like people? Take Away #1 Elevator Speech • Can you sell yourself? – 1: Identify your goal – 2: Explain what you do – 3: Communicate your “unique selling proposition” – 4: Engage with a question (close) – 5: Pull it all together – 6: Practice Pitch is 20-30 seconds Today We Will Cover • • • • Public speaking Group/interpersonal communication Nonverbal communication Intercultural communication Similarities Between Public Speaking and Conversation • Organize your thoughts – Giving someone directions to your house • Tailor your message to the audience – Your 5 year old ask you where babies come from – Your 14 year old asks you where babies come from – Your 22 year old asks the same question Similarities Between Public Speaking and Conversation • Telling a story for maximum impact – Don’t tell the “punch line” of a story first • Adapting to listener feedback – Watch for non-verbal feedback – looks of confusion, looks of pain or hurtfulness Differences Between Public Speaking and Conversation • Public speaking is more structured – Usually time limited – Questions possibly not allowed to interrupt the speech/typically questions at the end • Public speaking requires more formal language – No slang, jargon, or bad grammar – think about climbing terms – “short rope” “crag” “beener” – Usually something special, remembered Differences Between Public Speaking and Conversation • Public speaking requires a different method for delivery – More formal delivery – No vocalized pauses – “uh, “ah”, “um” – Don’t use stock phrases repeatedly –”you know, like, basically, I mean” – less valley girl Speech Communication Process • Speaker – speech communication starts here • Message – whatever is communicated • Channel – means by which a message is communicated • Listener – the receiver of the communicated message • Feedback – comes in many forms and must be understood Speech Communication Process • Interference – anything impeding the communication of the message – Noise – Internal noise – External noise • Situation – the time and place of the occurrence Speech Communication Process Listening • Listening is important – Over our lives we will listen to many more speeches than we will deliver – Helps develop critical thinking – Studies show a direct link between academic success and the ability to listen – Listening (mental) and hearing (physical) are two different things – Helps guide client experience and safety Listening and Critical Thinking • Four types of listening – Appreciative: music, movies, etc. – Empathetic: emotional support – Comprehensive: listening to understand – Critical: evaluate a message • Critical thinking – Comprehensive and critical thinking requires you to evaluate while listening, developing critical thinking skills Causes of Poor Listening • Not concentrating – Daydreaming, mind wandering, dozing • Listening too hard – Trying to remember every fact, no matter how minute • Jumping to conclusions – Putting words into the speaker’s mouth; interrupting speaking, anticipating what speaker will say/do next • Focusing on delivery instead of message – Accent, clothes, stuttering, Better Listening • Take it seriously – Practice and self-discipline • Resist distractions – Pull yourself back on track • Don’t be diverted by appearance or delivery • Suspend judgment – “A closed mind is an empty mind” Better Listening • Focus your listening – Listen for main points – Listen for evidence • Accurate, sources, relevant – Safety Analyzing the Audience • Good speakers (and guides) are audience centered – Primary purpose is to get a desired result • Keep the audience foremost in mind at every step of preparation and presentation – To whom are you speaking? – What is it you want them to know, believe or do? – What is the most effective way to compose and present your message to that end? Psychology of Audiences • It’s up to the speaker to make the audience choose to pay attention • Every speech contains two messages – One from the speaker – One received by the listener • “People hear what they want to hear and disregard the rest.” – The Boxer Psychology of Audiences • People are egocentric – Egocentrism – the tendency for people to be the most interested in themselves, their own problems, and the way to solve them – They pay closest attention to what affects their own values, beliefs, and well being Demographic Audience Analysis • Look for observable audience traits – Snap judgments (Legos) – Identify the general features – Gauge their importance to the situation • Traits – Age – Gender – Racial, ethnic, cultural background – Religion – Group membership Situational Audience Analysis • Builds on demographic analysis, identifies traits unique to the speaking situation – Size – Physical setting – Disposition toward the topic • Interest • Knowledge • Attitude – Disposition towards the speaker – Disposition towards the occasion Adapting to the Audience • Before you begin – Assess how the audience is likely to respond – Adjust what you say to make it • Clear • Appropriate • Convincing • During – Things may/will not go exactly as you plan – Don’t panic, remain calm and adapt – Remember: “Who am I speaking to, what do I want them to know, believe or do, and what is the best way to accomplish this?” PRACTICE, PRACTICE PRACTICE Use of Language • Language is important – How well do you use language – Meaningless words “like” Meanings of Words • Words have two kinds of meanings: – Denotative • The literal or dictionary meaning of a word or phrase – Connotative • The meaning suggested by the association or emotions triggered by a word or phrase • Give words their intensity and emotional power • The same words may have completely different effects on different audiences Take Away #2 Things to Remember • Use language accurately – Say what you mean • Use language clearly – Familiar words – Concrete words – Eliminate clutter • Use language vividly – Imagery, parallelism, repetition…etc. • Use language appropriately – Occasion, audience, topic, speaker Sexist Language • Avoid – Generic use of “he” – Use of man when referring to both genders – Stereotyping jobs/social roles Vocalization • Volume – loudness or softness – Adjust to the situation • Pitch – high or lowness of your voice – Adjust for variety • Rate of speed – 120-150 wpm is normal (brain can process more) • Pauses – Pause for effect, thinking, and to avoid vocalized pauses Vocalization • Variety – Vary your speech • Pronunciation • Articulation • Dialect – Variety of language distinguished by variations of accent, grammar, or vocabulary Nonverbal Communication • Kinesics – the study of nonverbal body motions as a systematic node of communication • People trust their ears less than their eyes – When a speaker’s body language is inconsistent with their words they tend to believe their eyes Nonverbal Communication • Other aspects of nonverbal communications – Personal appearance – Body action – Gesticulation – Eye contact Body Language • • • • • • Face Figure Focus Territory Tone Time Face • Face includes: – Your expressions – Your smile or lack thereof – Tilt of the head; e.g., if your head is tilted to one side, it usually indicates you are interested in what someone is saying – What message are you sending if someone is presenting a new idea and you are frowning? Figure • Your posture • Your demeanor and gestures • Your clothes and accessories such as jewelry Focus • Focus is your eye contact with others • The perception of eye contact differs by culture. For most Americans… – Staring makes other people uncomfortable – Lack of eye contact can make you appear weak or not trustworthy – Glasses may interfere or enhance eye contact Territory • Territory focuses on how you use space. It is also called proxemics. • The perception of territory differs by culture. Most Americans are comfortable with an individual space that is about an arm’s length in diameter – What message are you sending if you keep moving closer to a person who is backing away from you? Tone • Tone is a factor of your voice – Pitch is the highness or lowness of voice – Volume is how loud your voice is – Emphasis is your inflection Time • Time focuses on how you use time. It is also called chronemics. – Pace is how quickly you speak – Response is how quickly you move – Punctuality is your timeliness Interpersonal/Group Communication • Shared symbols – Meaning of things – “ASAP” – What does that really mean? – Not always completely shared, the message received may not be the intended one SHARE • • • • • State the importance Highlight other important points Assure the receiver understands React to how the receiver responds Emphasize and summarize your main points Questions in Groups • Closed or open ended • Direct questions • Probing questions • Hypothetical Groups • Collections of people who share ideas and interests Mountaineering Groups • Task groups – To achieve a common goal – task oriented Group Phases • • • • Forming – initial set up (dating) Rebellion – conflict Norming – social norms, stable structure Cooperation – problems solved, energy directed at the task Groups Have Norms • Formal norms – Rules – Safety • Informal norms – Societal norms – Don’t be an ass Group Leaders, Rope Teams • Deferred leadership – Guide • Trait approach – Natural leadership • Situational approach – Right place, right time • Functional approach – Who is best at what • Contingency approach – Depends on all situational factors Group Think • Become too cohesive • Us vs. Them – Can do no wrong • In groups/out groups – stereotypes • Illusion that everyone in the group is the same • Pressure in group Intercultural Communication • Effective communication to people of varying backgrounds and cultures • Understanding how cultures receive information Intercultural Communication Conclusion • • • • Better client relationships Better communication with clients Safety Increase client base – Special events – Free advertising • Build your brand Questions? • Stay in touch! • Happy to help with anything you need in the future • www.amandawroten.com • 757-593-8491