Multi-directional Communication and Transaction Analysis in Communication
Learn methods for choosing the appropriate actions and communication styles to effectively interact with internal staff and external clients, customers and vendors who are more senior, at the same level, and more junior than you. This session will help you understand the parent/adult/child “ego states” and approaches to communication and interactions in a variety of situations.
Learning Outcomes:
- Understand the “rules” for communicating to more senior staff, to peer level staff and to more junior level staff
- Learn to adjust your communication messages depending on the situation at hand
- Learn the concept of “transaction analysis” to effectively adjust to the intent of the message
Target Audience: PSO faculty and staff
Format: Presentation, small group discussions, worksheets, whole group de-briefs
Presenters:
Michael Hourihan, public service assistant, Carl Vinson Institute of Government
Michael provides management, organizational development, leadership and special topic training for state and local officials, managers, supervisors and staff. As a certified facilitator, he also leads meetings and retreats for staff and elected government officials, and he serves as a mediator for internal and external organizations. Michael spent more than 40 years in various management roles in the public and private sectors and has served as a business coach at the managerial level. Prior to coming to the Institute of Government, he spent 10 years as president of Complete Solutions LLC, a leadership and organizational development company.
Suzette Arnold, public service assistant, Carl Vinson Institute of Government
Suzette joined the Institute of Government in May 2017 and is currently working in the Governmental Training, Education and Development division. She is responsible for working with state, local and online training programs. She previously served as grants and contracts director with the Georgia Department of Labor and the Fulton County government. Suzette has 18 years of experience managing project-based teams in Georgia and New York and has expertise in social service programs involving homelessness, mental health, mental retardation, substance abuse, workforce development, housing and community development.
