Download - Effective communication 24nov2011
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Effective Communication
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Involves three components……..
• Verbal Messages• Para-verbal Messages• Non-Verbal Messages
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Components are used to:
• Send clear, concise messages• Receive and correctly understand messages sent to
us
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Sending Messages
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Effective Verbal Messages
• Are brief, succinct and organised
• Are free of jargon• Do not create resistance in
the listener
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Non-Verbal Messages
• Account for about 55% of what is perceived and understood by others
• Are conveyed through our facial expressions as well as our postures and gestures
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Para-verbal Messages
• Account for about 38% of what is perceived and understood by others
• Include the tone, pitch and pacing of our voice
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Receiving Messages
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Listening• Requires concentration and
energy• Involves a psychological
connection with the speaker
• Includes a desire and willingness to try and see things from another's perspective
• Requires that we suspend judgment and evaluation
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Key Listening Skills
• Non-Verbal– Giving full physical attention to
the speaker– Being aware of the speakers non-
verbal messages
• Verbal– Paying attention to the words and
feelings that are being expressed– Using reflective listening tools
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Verbal Communication Tools
• Paraphrasing• Reflecting Feeling• Summarizing• Questioning
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Barriers to Effective Communication
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Verbal Barriers
• Attacking– interrogating,
criticising, blaming, shaming
• “You messages”– moralizing, preaching,
advising, diagnosing
• Showing Power– ordering, threatening,
commanding, directing
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Non-verbal Barriers
• Flashing or rolling eyes• Quick or slow movements• Arms crossed, legs crossed• Gestures made with exasperation• Slouching, hunching over• Poor personal care• Doodling• Staring at people or avoiding eye
contact• Excessive fidgeting with materials
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Effective Communication………
• It is two way• It involves active listening• It reflects the accountability of speaker and listener• It ustilises feedback• It is free of stress• It is clear
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Kind words can be short and easy to speak, but their echoes are truly
endless.- Mother Teresa