Essentials of Communication and Listening Skills

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This is an upgraded version- with greater emphasis on the values of listening.

This is an upgraded version- with greater emphasis on the values of listening.

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  • 1. COMMUNICATION and Listening Skills
  • 2. 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
  • 3. Outline • COMMUNICATION FUNDAMENTALS – Listening – Asking questions • BARRIERS TO COMMUNICATION • COMMUNICATION STYLES – 3 Basic Styles Outline
  • 4. 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
  • 5. •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
  • 6. What are the barriers to Effective Communication? Activity
  • 7. • Language • Quantity of information • Poor listening skills • Assumptions • Lack of trust • Emotional interference • Perception • Ourselves Barriers to Communication
  • 9. Basic Types of Communication
  • 10. • VOICE – Audible – Pitch – Tone – Clarity – Pace • BODY LANGUAGE – Posture – Gestures – Facial Expressions – Eye Contact Verbal and Non-verbal Communication
  • 11. “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
  • 12. Activity
  • 13. 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
  • 14. 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
  • 15. 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
  • 16. Activity
  • 17. 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
  • 18. 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
  • 19. 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