Keys To Effective Communication

Strategies & Concepts For More Effective Interaction with Players, Fans and Fellow Officials

Education SessionNovember 22, 2012

Session Goals

• To provide referees with communication concepts and strategies to improve the effectiveness of their interactions with players, fans and fellow officials

• To convince referees to perform self-analysis of their methodology and approach to determine where they need to upgrade their communication skills.

Communication Skills

• What do you normally hear from Assessors when discussing your communication with match participants?– Arm signals– Tone of whistle– Use of voice

• All practical physical and technical skills• What about strategies and tactics of communication?

Activity #1

• Take 2 minutes to think about a referee who effectively interacts with players, coaches, fans and fellow officials– Local?– International?

Activity #2

• Split into groups to discuss their choice of referees (10 mins)

• Produce a list of strategies, concepts or philosophies your referees use in order to communicate and develop a positive game environment

Group Lists

• How many referees used a local referee as their choice?

• Would a local referee have to employ different strategies that an international official?

• Are the strategies presented by the groups similar or is there much variation in the strategies?

Keys to Communication

• 8 strategies or concepts to help improve the effectiveness of your communication with all match participants

• Certain strategies more effective depending on who they are used on– Fans, players or coaches

1. Have Your Head On Right• Be prepared– Understand the type of

game you are officiating

– Identify who you most likely will be communicating with

– Have a game plan.

• Know your role– Immunity to criticism ->

NO! Part of Officiating

2. Don’t Be The Tough Guy• Why Be Confrontational?– Stay away from the individual who is on your back

if it doesn’t warrant action from you– Ball out of play and halftime

• Avoid trying to be the bigger bully– Diffuse the situation, don’t increase the tension

3. Don’t Bark

• Shouting or Screaming at people doesn’t work– Shouting indicated a loss of control• Of oneself and the game

• Normal, relaxed voice– Reduce the tension– Calm the situation– “talk to me like a human”

4. Show Confidence

• Confidence - A feeling of assurance, especially of self-assurance

• Cockiness - Conceited self-assurance, offensive boldness and assertiveness

– Which type of person would you rather deal with?– Cockiness has no place in officiating– Convey confidence but be humble

How to Display Confidence• Appearance• Manner• Voice• Image

• Presence should command respect from participants, coaches and fans

5. Forget The Fans• Fans should only be there to

cheer on their teams…….THEY USUALLY AREN’T!– Antagonize– Influence– Throw you off

• Accept this fact– Ignore fans, avoid

confrontations and arguments

– Only need to interact with them if they impact or interrupt match or stand in the way of you doing your job.

– Use other avenues to deal with them (Ref Liasion, Coaches, Venue Staff)

6. Answer Reasonable Questions

• Conversations and discussions are acceptable– When• During match?

– About• Avoid commenting on other referees and matches you

were not involved in• Be factual

– Manner• Courteous & Respectful• Firm but relaxed• When does the conversation end?

7. Choose Your Words Wisely• Specific words and they way they are used have

tremendous impact– Content– Tone, volume, rate of speed and clarity dictate the

perception of the message

• Don’t threaten a coach or player– Defensive response– Be subtle, ease the blow– Forces your hand/Credibility

• Know the LOTG– Use proper terminology

8. Stay Cool

• Players, coaches and fans feed off of nervousness of edgy officials– Pacing, snapping, eye contact,– gamesmanship and reaction

• Maintain composure and manage emotions– Before and during the match

Cool, Calm and Collected

• Perception is important• Relaxed vs. Lackadaisical– Is the official focused

and ready to take charge

• Calm vs. Indifferent – Body Language

Strategies1. Have Your Head On Right2. Don’t Be The Tough Guy3. Don’t Bark4. Show Confidence5. Forget The Fans6. Answer Reasonable Questions7. Choose Your Words Wisely8. Stay Cool

• Other Strategies may also be just as effective depending on the situation

• Physical Techniques in combination with a “game plan” of strategies improve the possibility of effective communication

Activity #3

• AT HOME– Self analysis of personal approach and philosophy

with regard to interactions with all participants in a match including players, coaches, fans and fellow officials

– Identify two areas of self improvement and attempt to alter them in your next match

Questions?