communication and active listening

7/26/2019 Communication and Active Listening

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Communication andCommunication and

Active ListeningActive Listening

Essential Tools for theEssential Tools for the

Community AmbassadorCommunity Ambassador


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Learning ObjectivesLearning Objectives Understand the denition of communicationUnderstand the denition of communication

and its componentsand its components

Identify the elements of the listening processIdentify the elements of the listening process

Participate in identifying cultural andParticipate in identifying cultural andgenerational issues in communicationgenerational issues in communication

Dene Active ListeningDene Active Listening

Understand ho to create positive settingsUnderstand ho to create positive settings

for improved communicationfor improved communication Learn the di!erent types of responsesLearn the di!erent types of responses

utili"ed in active listeningutili"ed in active listening

Participate in an active listening e#erciseParticipate in an active listening e#ercise


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Defning CommunicationDefning Communication

Communication occurs heneverCommunication occurs henever

one person sends a message toone person sends a message to

another person$another person$

The message may be eitherThe message may be either

verbal% nonverbal or both$verbal% nonverbal or both$


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To important components ofTo important components of

communication arecommunication are AttendingAttending& this refers to the physical and& this refers to the physical and

psychological state or hat some have calledpsychological state or hat some have called

your 'total human presence( that helpers areyour 'total human presence( that helpers are

in hen they are assisting peoplein hen they are assisting people

ListeningListening& this refers to the ability of helpers& this refers to the ability of helpers

to understand the messages that are beingto understand the messages that are being

communicated by people% hether thecommunicated by people% hether the

messages are being communicated verbally ormessages are being communicated verbally or

nonverbally% clearly or vaguely$ Listening is annonverbally% clearly or vaguely$ Listening is an

active process and not a passive behavioractive process and not a passive behavior


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Elements in theElements in the

Listening ProcessListening Process )earing)earing

AttendingAttending UnderstandingUnderstanding


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*onverbal communication*onverbal communication Personal space%Personal space%

+acial e#pression%+acial e#pression%

Display rules & cultural rules that governDisplay rules & cultural rules that govern

ho emotions are e#pressed%ho emotions are e#pressed% Eye contact and ga"e%Eye contact and ga"e%

,ody language%,ody language%

Touch% andTouch% and Paralanguage hich includes loudness%Paralanguage hich includes loudness%

intensity% speed and rhythm of speechintensity% speed and rhythm of speech


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Nonverbal communicationNonverbal communication

is important becauseis important because *egative feelings may only be*egative feelings may only be

e#pressed through nonverbale#pressed through nonverbal

channelschannels

Ability to understand people isAbility to understand people is

signicantly increased as one issignicantly increased as one isbetter able to understandbetter able to understand

nonverbal signalsnonverbal signals


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Cultural and GenerationalCultural and Generational

Issues in CommunicationIssues in Communication Cultures impact ho peopleCultures impact ho people

communicate$ It a!ects ho peoplecommunicate$ It a!ects ho people

see% thin-% feel% interpret the orld andsee% thin-% feel% interpret the orld ande#press themselves to others$ Thesee#press themselves to others$ These

di!erences can be challenging in ourdi!erences can be challenging in our

multicultural community as they canmulticultural community as they can

increase the potential forincrease the potential formiscommunication andmiscommunication and

misunderstanding$misunderstanding$


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Active ListeningActive Listening

Active listening is paying attention toActive listening is paying attention to

other people in a manner here theyother people in a manner here they

feel that you hear their message andfeel that you hear their message andthat you fully understand them$ At thethat you fully understand them$ At the

core of active listening is the ability to becore of active listening is the ability to be

empathic ith people% meaning thatempathic ith people% meaning that

hile you may not necessarily agreehile you may not necessarily agreeith them% you do understand theirith them% you do understand their

e#perience$e#perience$


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Active Listening ,ehaviorsActive Listening ,ehaviors Listening carefullyListening carefully Attending to the nonverbal cues andAttending to the nonverbal cues and

underlying messagesunderlying messages

Listening to the conte#t of people.s livesListening to the conte#t of people.s lives *ot interrupting people*ot interrupting people Using ords and body language to convey aUsing ords and body language to convey a

genuine attempt to understand hat peoplegenuine attempt to understand hat people

are saying and their e#perience$are saying and their e#perience$ /esponding to ords and feelings being/esponding to ords and feelings being

e#press to help people increase ane#press to help people increase anunderstanding of their needs and e#perience$understanding of their needs and e#perience$

G C tt


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Gu e nes or Creat ngu e nes or reat nga Positive !etting ora Positive !etting or

ImprovedImprovedCommunicationCommunication Learn to feel and create empathy forLearn to feel and create empathy for

peoplepeople

Practice ithholding 0udgment%Practice ithholding 0udgment% 1trive for honesty in communicating1trive for honesty in communicating

to others%to others%

Accept and respond to hat is beingAccept and respond to hat is being

communicatedcommunicated


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Guidelines or Creating aGuidelines or Creating a

Positive !etting orPositive !etting or

Improved CommunicationImproved Communication Clarify ith 2uestions about hat youClarify ith 2uestions about hat you

thin- is being communicated%thin- is being communicated%

1ummari"e hat you thin- has been1ummari"e hat you thin- has beensaidsaid

If you e#press an opinion% e#pressIf you e#press an opinion% e#press

your opinions tentativelyyour opinions tentatively


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"#pes o $esponses"#pes o $esponses

in Active Listeningin Active Listening

$estating$estating !ummari%ing!ummari%ing &inimal encouragers&inimal encouragers $e'ecting$e'ecting

Giving eedbac(Giving eedbac( Emotion labelingEmotion labeling ProbingProbing


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"#pes o $esponses"#pes o $esponses

in Active Listeningin Active Listening )alidation)alidation E*ective pauseE*ective pause !ilence!ilence ++I, messagesI, messages

$edirecting$edirecting Conse-uencesConse-uences


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Communication .loc(ersCommunication .loc(ers

''3hy( 2uestions3hy( 2uestions

4uic- reassurance4uic- reassurance

AdvisingAdvising

+orcing someone to tal-+orcing someone to tal-

Patroni"ingPatroni"ing PreachingPreaching

InterruptingInterrupting


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Caution/Caution/

Advising responses & this re5ects ourAdvising responses & this re5ects our

tendency as people to help by o!eringtendency as people to help by o!ering

a solution$ ,efore o!ering advice%a solution$ ,efore o!ering advice%three conditions should be present6three conditions should be present6

,e condent that the advice is correct$,e condent that the advice is correct$

,e sure the other ants is ready to,e sure the other ants is ready to

accept advice$accept advice$ ,e certain that the person on.t blame,e certain that the person on.t blame

you if the advice doesn.t or- out$you if the advice doesn.t or- out$


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Caution/Caution/

7udging response & this response7udging response & this responseevaluates the person.s thoughts orevaluates the person.s thoughts orbehavior in some$ 7udgments havebehavior in some$ 7udgments havethe best chance of being receivedthe best chance of being receivedhen to conditions e#ist$hen to conditions e#ist$8 The person ith the problem should8 The person ith the problem shouldhavehave

re2uested an evaluation andre2uested an evaluation and 8 9our 0udgment should be genuinely8 9our 0udgment should be genuinely

constructive and not designed as aconstructive and not designed as a

putdon$putdon$


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Cultural and GenerationalCultural and Generational

Issues in Communication 0Issues in Communication 0

IIII 3hat are some common issues that3hat are some common issues that

come up hen older members income up hen older members in

your communities% tal- to6your communities% tal- to68 :ther people outside the community8 :ther people outside the community

in general ;cultural issues

communication and active listening

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