essentials of communication and listening skills
DESCRIPTION
This is an upgraded version- with greater emphasis on the values of listening.TRANSCRIPT
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COMMUNICATION and Listening
Skills
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By the end of the module, the participants will be able to:• Define and understand the
importance of effective communication
• Identify and overcome barriers to communication
• Practice the skills of successful communication – listening, responding, and making the message clear
Objectives
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Outline
• COMMUNICATION FUNDAMENTALS– Listening– Asking questions
• BARRIERS TO COMMUNICATION
• COMMUNICATION STYLES– 3 Basic Styles
Outline
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What is Communication?What is Effective
Communication?
“You can NOT not communicate. Everything you
say or do or don’t say and don’t do sends a message to others”
~John Woods
Communication Fundamentals
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•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
Its Essences
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What are the barriers toEffective Communication?
Activity
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• Language• Quantity of
information• Poor listening skills• Assumptions• Lack of trust• Emotional
interference• Perception• Ourselves
Barriers to Communication
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SENDER
RECEIVER
MEDIUM
FEEDBACK
MESSAGE
Communication Model
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Written
wordBody
Language
Spoken word
Basic Types of Communication
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• VOICE– Audible– Pitch– Tone– Clarity– Pace
• BODY LANGUAGE– Posture– Gestures– Facial Expressions– Eye Contact
Verbal and Non-verbal Communication
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“Seek First to Understand, Then to be Understood.”
Habit #5. Seven Habits of Highly Effective People by Stephen Covey
“Most people do not listen with the intent to understand; they listen with the intent to
reply. They’re either speaking or preparing to speak.”
Listening
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Activity
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Hearing versus Listening
HEARING – physical process, natural, passiveLISTENING – 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
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Values of Listening
• Good listening reflects courtesy and good manners
• Listening carefully involves competence and performance
• Listening is a positive activity
• Good listening can improve social relations
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PASSIVE LISTENING– Not involved, ignoring, pretending,
selective– Very little motivation to listen carefully– Distracted
ACTIVE LISTENING– Show interest through body language,
tone, eye contact– Paraphrase: Reflect understanding by
restating– Being receptive– Clarify by asking questions– Empathize: Listen for ‘feelings’ and reflect
understanding
Passive versus Active Listening
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Activity
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Essentials of Communication
DOs• Be open-minded
• Listen and 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
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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
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The difference between a smart man and a wise man is that a smart man knows what to say, a wise man knows whether or not to say it.
~Frank M. Garafola