Communication and People Management

Transcription

1 Communication and People Management How to effectively communicate and manage people in a positive way

2 Introduction To become effective communicators, officials need to be skilled in the following areas: Written communication Verbal communication Active listening/talking Self-awareness Awareness of the barriers to effective listening Strategies and techniques to improve communication Umpires Seminar Mach 2012 Simon Taufel

3 People Management - Communication What do we use to communicate? Conversation types of words (verbal) Tone of voice (verbal) Eye contact (non verbal) Facial expression (non verbal) Gestures (non verbal) Body language (non verbal) (Faulty Towers Communication!?)

4 Effective Verbal Communication Non verbal communication (body language, facial expressions and tone of voice) has more impact than verbal communication. However, we still must make every effort to make what we say effective! These 6 C s should provide some direction for such improvement:- Present information Clearly Be Concise and not long winded Provide Correct information that is not misleading Give Complete information, not just bits and pieces Be Courteous to who you are communicating with Provide Constructive Criticism to stakeholders in the game Praveen Kumar arguing - Eng v Ind July 2011.wmv

5 Listening Active listening means focussing on the message (content / intent) and your understanding of the message only. Five good listening tips Listen attentively. All gestures and facial expressions should show acceptance and attention. Listen reflectively. Repeat what was said. The official, by restating in ordinary speech what the player said, is able to check that the content of the communication was understood. It also enables the official to check the feeling of the competitor s message was correctly interpreted. Avoid emotional responses. Have you ever noticed how listening stops when an exchange gets heated? Stay rational and not emotional. Try bridging. A nod of the head, a throaty noise without words or an occasional yes helps the listener to know you re tuned in. Don t interrupt. Don t interrupt means don t interrupt!

6 Answering appeals Examples.LBW s Note the body language from these umpires Let s identify the good and the not so good Role the video tape!..\..\..\..\nswcu&sa Files\Convention Files\2007 Convention Back to Basics\LBW 2 sor3.mov

7 Examples Caught behind appeals (7 mins) Let s note good and not so good body language Roll the video tape! (Caught behinds)...\..\..\..\nswcu&sa Files\Convention Files\2007 Convention Back to Basics\caught sor3.mov

8 Other decisions Let s look at these from square leg.. What do you notice? Let s go to the video tape! (Run outs)..\..\..\..\nswcu&sa Files\Convention Files\2007 Convention Back to Basics\State Squad Run Outs.mov

9 Non verbal Communication Body Language. How to answer an appeal Stand firm behind the stumps! If not out then say not out and shake your head. If out raise the finger with purpose and hold it up for all to see, including the batsman. Look straight at the batsman or bowler when making your decision eye contact.

10 Language to explain decisions!?..\..\..\icc Video Code of Conduct Sep 04\Gilchrist 1.3.mpg

11 What is good decision making body language? Standing tall Standing still Head up Eyes open and making contact No mixed messages Consistent in all circumstances predictable Decisions do not convey internal emotions Confident all the way strong movements

12 Your game Think about your own game what do you do? Observers / mentors / fellow umpires give feedback when requested video or verbal. Above all Stay strong, be confident and positive through your verbal and non verbal communication Thank you