Bridging the Gap


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Bridging the Gap

  1. 1. Bridging the Gap Effective Communication Skills 101
  2. 2. Cognitive Domain • Identify the internal and external barriers in communication. • Define effective communication. • Explain the elements of the communication process and the effective communication approach.
  3. 3. Behavioral Domain • Express themselves verbally with consistent non-verbals (facial expressions, gestures). • Listen actively by being aware of both non- verbal and verbal messages during a conversation. • Paraphrase and/or question to clarify the message/s.
  4. 4. Affective Domain • Recognize the importance having consistent verbals and non-verbals. • Practice effective communication skills both in their personal and professional lives. • Share the value of effective communication and its various elements to others.
  5. 5. Drawing Activity • How many were able to get the exact drawing? • How did you find the activity? • What made you find the activity difficult or easy? • How did you feel when you were not allowed to ask questions to your partner? • What is the importance of being able to ask questions to your partner? Why?
  6. 6. Communication Model
  7. 7. Key Elements • Sender – The communicator is the person sending the message. • Message – Communication in writing, in speech, or by signals • Receiver – The receiver is the person receiving the message. He is also a communicator when he gives feedback or responds. • Feedback – It is the response. It can be verbal or nonverbal reaction or response.
  8. 8. Key Points • Effective communication is getting your message across to the receiver. • It is the sender’s responsibility to make sure that the receiver gets the message and that the message received is the one sent.
  9. 9. Story 1 • Juan Diego and Maria Cristiana were on their way to Harrison Square when soon it started to rain. So the two just boarded a R&B Taxi and decided to go to the Sahara Motel in Cuneta Blvd., Paranaque. At the Sahara Motel, the attendant gave them a room at the back of the garage. Inside their room. Maria Cristiana whispered something to Juan Diego but all that can be heard was the sound of the raindrops falling.
  10. 10. Story 2 Many people have a problem with the customer service that they receive. Tourists complain a lot about shopkeepers on Nathan Road in Hong Kong. The shopkeepers don’t seem to care. But shopkeepers also complain about the tourists. They think that the tourists always try to get the cheapest buy. Or worse, they don’t buy, but asks a lot of questions. The Japanese say that the level of service in their country is going down. The Americans say the same thing. However, some companies make lots of money because they give good customer service. All over Asia, customer service is becoming very important. That’s what happens when the world industrializes. Will people say 20 years from now that customer service is going up? I hope so.
  11. 11. Grapevine Activity • Which group was able to share the exact same story (based on what the facilitator read) to the class? • How did you find the activity? • What made it easy or difficult? • What were some factors that served as a barrier or hindrance for effective communication?
  12. 12. Communication Model with Barriers
  13. 13. Internal Barriers • fatigue • poor listening skills • attitude toward the sender or the information • lack of interest in the message • fear, mistrust, past experience • negative attitudes • problems at home • lack of common experience and emotions.
  14. 14. External Barriers • noise • distractions • bad phone connections • time of day • sender used too many technical words for the audience • the environment.
  15. 15. Effective Communication Skills • What are some effective communication skills?
  16. 16. Active Listening • to be aware of both verbal and nonverbal messages during a conversation while being aware of what the other person is trying to communicate to us.
  17. 17. Effective Communication Skills • PARAPHRASING – to restate what was said in your own words • CLARIFYING – to free oneself from confusion or misunderstanding by asking question/s
  18. 18. • What do you think are the benefits of effective communication? • Why is it important?
  19. 19. Importance of Communication Skills • The ability to communicate is a primary skill. • Poor communication skills can affect our relationships and create unwanted stress.
  20. 20. Importance of Communication Skills • Over 80% of our waking life is spent sending or receiving information. • Poor communication can waste time and energy.
  21. 21. Congruent Verbal and Non- Verbals 1. I’m sincerely sorry for the inconvenience we may have caused you. 2. I’m really interested in what you are saying to me.
  22. 22. Congruent Verbal and Non- Verbals 3. I appreciate your explaining the circumstances. 4. I understand how you feel and I’m truly interested. 5. Calm down. I’m listening and I’ll try to help you with your problem.
  23. 23. • References • Blatner, A. (2002, August). More about nonverbal communications. Retrieved February 9, 2010, from • Communication process (n.d.) Retrieved February 9, 2010, from • Easy Stress Management. (2007-2010). Communication Skill Lesson Plan. Retrieved February 9, 2010 from plan.html
  24. 24. Thank You!!!