Communication Recap Week 5 13/8/2013 To be an effective communicator we need to be

very aware of our own communication strengths and weaknesses

You will need to regularly reflect on the interactions you have with clients, co-workers and friends to assess what works and what barriers might be present

This occurs when the message sent is received as the sender intended it.

This is achieved by the content of the message (verbal) and the non-verbal cues matching each other

This means the messages are congruent – a match between verbal and non-verbal

If we want to be effective communicators it is important that we send messages that are congruent

Effective Communication

Barriers to effective communicationThere are lots of behaviours that we all engage in

that have a negative impact on communicationFollowing are behaviours that inhibit effective

communication

criticising(blaming) name calling (labelling) diagnosing praising

ordering moralising excessive questioning

threatening advising divertingreassuring

logical argument

Diverting would be the most commonly used roadblock to effective communication

Diverting occurs when you change the conversation to something you want to talk about i.e. Changing the subject

Barriers to effective communication

Giving full attention to the speakerPutting other thoughts temporarily aside in

order to concentrate on what is being said.Resisting distractions.Not just listening to the words but 'tuning in'

to the feelings behind them – the feelings are just as important as the words themselves.

Giving non-verbal signals which indicate attention and interest (e.g nods, eye contact, appropriate facial expressions)

2. Communication Skills – Week 6 20/8/2013

Components of good listening

Components of good listening (cont) Listening to all the other person has to say,

rather than tuning out halfway through to plan your response.

Being able to suspend making an opinion or judgement about what is being said and concentrating on what is being said and NOT your reaction to it.

Checking that the message you received is the one that the sender intended by using questions and checking skills.

EMPHASIS AND TONE OF VOICE – HOW CAN THIS EFFECT THE MESSAGE THAT OTHER PEOPLE RECEIVE?

Components of good listening

Components of good listening SPEED - EYE-CONTACTGESTURE AND POSTURE....The movements we

make with our head and hands can influence the communication we have with people.

Components of good listening

What are some of the ways we can use gestures and postures to communicate with people?

Components of good listening

S Sit or position yourself so you can see the person

O Open body language

L Lean towards the person

V Verbalise agreement – ummm, really? etc

E Eye contact

ACTIVITY 1

Components of good listening Dealing with other peoples anger.

Behave in a professional mannerKeep emotional responses in checkStay focused on the issue, or,

relevant information

Components of good listening

Communicating to clarify meaning

When we want to learn more about what someone is telling us or want to make sure that we know what they are saying we will ask them questions.

Closed vs open questions.

Components of good listening

QuestionsClosed questions generally start with;IsAreDoAn example of a closed question is “Do you have any brothers or sisters?

What are some examples of closed questions?

Components of good listening

What type of questions are these?Are you having problems with this math work?When that person yelled at you, how did that make you feel?When did you move to your new house?What thoughts come to mind when you think about school?How did you do in your last assessment task?Is there someone I could phone to come and pick you up?

Questions

Components of good listening

It’s better to ask people more questions so that you are sure you understand what they are asking you than to assume you know.

You need to take time when dealing with clients to ensure that you understand what they are really seeking from your organisation.

Components of good listening

If by asking open questions you ascertain the organisation does not provide the service they require, it will ease their frustration if they find that out early rather than later in the process.

Components of good listening

Activity 2 – working individually....

Types of questions

Components of good listening Communicating to clarify meaning (recap)

Closed questions can be answered in a few words or with a yes or no. They are useful for obtaining information and helping to focus the communication.

Open questions are those that allow for and encourages others to talk and help them to be more specific or to express their feelings about something.

Components of good listeningActivity 3Working in 2 groups – Group 1 has 2 of the students asking the other

half of the group closed questions.

Group 2 has 2 of the students asking the other half open questions.

How did it affect your conversations?

Components of good listening