Effective Communication Skills 101
• Identify the internal and external barriers in
• Define effective communication.
• Explain the elements of the communication
process and the effective communication
• Express themselves verbally with consistent
non-verbals (facial expressions, gestures).
• Listen actively by being aware of both non-
verbal and verbal messages during a
• Paraphrase and/or question to clarify the
• 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.
• How many were able to get the exact
• How did you find the activity?
• What made you find the activity difficult or
• 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?
• 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.
• 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
• 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
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.
• Which group was able to
share the exact same story
(based on what the
facilitator read) to the
• How did you find the
• What made it easy or
• What were some factors
that served as a barrier or
hindrance for effective
• 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.
• bad phone connections
• time of day
• sender used too many technical words for
• the environment.
• What are some effective communication
• 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.
• PARAPHRASING – to restate what was
said in your own words
• CLARIFYING – to free oneself from
confusion or misunderstanding by asking
• What do you think are the benefits
of effective communication?
• Why is it important?
Importance of Communication
• The ability to communicate is a primary
• Poor communication skills can affect our
relationships and create unwanted
• Over 80% of our waking life is spent
sending or receiving information.
• Poor communication can waste time
Congruent Verbal and Non-
1. I’m sincerely sorry for
we may have caused
2. I’m really interested
in what you are
saying to me.
Congruent Verbal and Non-
3. I appreciate your
4. I understand how
you feel and I’m truly
5. Calm down. I’m
listening and I’ll try to
help you with your
• Blatner, A. (2002, August). More about nonverbal
communications. Retrieved February 9, 2010, from
• Communication process (n.d.) Retrieved February 9, 2010,
• Easy Stress Management. (2007-2010). Communication
Skill Lesson Plan. Retrieved February 9, 2010 from