essentials of communication and listening skills
DESCRIPTION
This is an upgraded version- with greater emphasis on the values of listening.TRANSCRIPT
COMMUNICATION and Listening
Skills
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
Outline
• COMMUNICATION FUNDAMENTALS– Listening– Asking questions
• BARRIERS TO COMMUNICATION
• COMMUNICATION STYLES– 3 Basic Styles
Outline
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
•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
What are the barriers toEffective Communication?
Activity
• Language• Quantity of
information• Poor listening skills• Assumptions• Lack of trust• Emotional
interference• Perception• Ourselves
Barriers to Communication
SENDER
RECEIVER
MEDIUM
FEEDBACK
MESSAGE
Communication Model
Written
wordBody
Language
Spoken word
Basic Types of Communication
• VOICE– Audible– Pitch– Tone– Clarity– Pace
• BODY LANGUAGE– Posture– Gestures– Facial Expressions– Eye Contact
Verbal and Non-verbal Communication
“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
Activity
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
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
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
Activity
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
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
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