This document provides information on effective communication skills. It discusses the cognitive, behavioral and affective domains of communication. It explains key elements of the communication process like the sender, message, receiver and feedback. It also identifies internal and external barriers to communication. The document emphasizes important communication skills like active listening, paraphrasing and clarifying. It discusses the importance of having consistent verbal and non-verbal communication and explains how effective communication is important for relationships and reducing wasted time and energy. Examples of congruent verbal and non-verbal communication are also provided.

1. Bridging the
Gap
Effective Communication Skills 101
mariacristinajsantos.blogspot.com
http://dlsu.academia.edu/MariaCristinaSantos

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. 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. 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. 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. Communication Model

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. 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. 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. 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. 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. Communication Model with
Barriers

16. 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.

17. External Barriers
• noise
• distractions
• bad phone connections
• time of day
• sender used too many technical words for
the audience
• the environment.

18. Effective Communication
Skills
• What are some effective communication
skills?

19. 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.

20. 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

21. • What do you think are the benefits
of effective communication?
• Why is it important?

22. Importance of Communication
Skills
• The ability to communicate is a primary
skill.
• Poor communication skills can affect our
relationships and create unwanted
stress.

23. Importance of
Communication Skills
• Over 80% of our waking life is spent
sending or receiving information.
• Poor communication can waste time
and energy.

24. 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.

25. 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.

26. • References
• Blatner, A. (2002, August). More about nonverbal
communications. Retrieved February 9, 2010, from
http://www.blatner.com/adam/level2/nverb2.htm
• Communication process (n.d.) Retrieved February 9, 2010,
from http://www.cls.utk.edu/pdf/ls/Week1_Lesson7.pdf
• Easy Stress Management. (2007-2010). Communication
Skill Lesson Plan. Retrieved February 9, 2010 from
http://www.stressaffect.com/communication-skill-lesson-
plan.html

27. Thank You!!!