COMMUNICATION and LISTENING Skills

OBJECTIVES

• Define and understand the importance of effective communication

• Identify and overcome the barriers to communication

• Re-learn the skills of successfulcommunication: active listening, responding, and making the message clear

By the end of the module, the participants will be able to:

OUTLINE

• Communication Fundamentals– 3 Basic Styles– Communication process

• Barriers to Communication

• Team Communication

COMMUNICATION FUNDAMENTALS

What is Communication?What is Effective Communication?

“You can’t not communicate.

Everything you say or do or don’t say and don’t do

sends a message to others”

~John Woods

ITS ESSENCES

• Personal process• Occurs between people• Involves change in behavior• Expression of thoughts and emotions

through words and actions• Means to influence others• Tool for controlling and motivating people• It is a social and emotional process

BASIC TYPES OF COMMUNICATION

Written

wordBody

Language

Spoken word

Verbal and Non-verbal Communication

• VOICE– Volume– Pitch– Tone– Clarity– Pace

• BODY LANGUAGE– Posture– Gestures– Facial Expressions– Eye Contact

COMMUNICATION MODEL

SENDER

RECEIVER

MEDIUM

FEEDBACK

MESSAGE

ACTIVITY

PAINT ME A PICTURE

BARRIERS TO COMMUNICATION

• Language• Quantity of information• Poor listening skills• Assumptions

• Lack of trust• Emotional interference

• Perceptions• Ourselves

Hearing versus Listening

HEARING – physical process, natural, passive

LISTENING – physical and mental process, active, a skill

“Wisdom is the reward you get for a lifetime of listening when you have preferred to talk.”

~Doug Larson

VALUES OF LISTENING

• Good listening reflects courtesy and good manners

• Listening carefully would involve competence and performance

• Listening is a positive activity

• Good listening can improve social relations

SUPPORTIVE COMMUNICATION

COACHING: giving advice, direction, information; focuses on abilities

COUNSELLING: helping the person understand and resolve a problem by displaying understanding; focuses on attitude

Signs of Open Communication

• Everyone is encouraged to speak

• Disagreement is invited

• Everyone is proactive

ACTIVITY

PRESENTATION

ESSENTIALS OF COMMUNICATION

DOs• Be open-minded• Listen to what is being said• Give feedback to what is being said• Use simple words and phrases• Take ownership of what you say• Take responsibility for making sure you are heard

and understood• Be aware of body language/ Be sensitive• Touch only when appropriate

ESSENTIALS OF COMMUNICATION

DON’Ts• Do not instantly react and mutter something

in anger• Do not assume that everybody understands you• Do not interrupt • Do not jump into conclusion that you have

understood everything• Do not speak only to impress anyone• Do not be threatening or judgmental• Do not overwhelm the person with more than

can be handled

TEAM COMMUNICATION

• In a team, you are ALL working towards the same goal.

• If members have questions/issues about the goals, those can be addressed properly in order for the team to move forward.

• If there are decisions to be made, everyone can be made aware of the decisions at hand.

• If there is constant communication, the team will be more effective and efficient.

A closer look…

1. Information is shared within the team.2. Team members will have knowledge.3. Knowledge is power.4. Sense of power gives members a sense of

belonging and dedication.5. Dedicated members will contribute more.

“To effectively communicate, we must realize that we are all

different in the way we perceive the world and use this

understanding as a guide to our communication with others”

~ Anthony Robbin