This document provides an overview and guidance on effective communication skills for resident advisors. It covers both non-verbal and verbal communication techniques. Non-verbally, it emphasizes maintaining eye contact, using open body language when listening, and being aware of residents' non-verbal cues. Verbally, it recommends asking open-ended questions, paraphrasing to confirm understanding, and addressing any mismatches between what residents say and their body language or tone. The overall goal is for resident advisors to actively listen to residents and engage in empathetic communication.

1. COMMUNICATION
RATraining Module:

2. Overview:
Setting the Scene
Non-Verbals:
Eye-Contact
Body Language
Listening
Verbals:
AskingQuestions
Reflecting & Paraphrasing
MessagesConveyed: Cues from Residents
Verbals:
Confronting

3. Setting the Scene
 How will you set up your room?
 Does the environment encourage or discourage residents
from stopping by and sharing with you?
 What do they see when they walk in your room?
 What does your room say about you?

4. Non-Verbals: Eye Contact
Good Not So Good
 Look at the resident while
they are talking
 Maintain appropriate eye
contact
 Watch for non-verbal cues
the resident gives
 WatchingTV while
resident is talking
to you
 Responding to
texts or friends on
Facebook
 Focusing on the
resident’s unibrow
instead of their
eyes and the
conversation

5. Non-Verbals: Body Language
Good Not So Good
 Sit or stand facing the
resident
 If sitting, lean toward them
in your chair
 Unfold your arms and legs
(open posture)
 Try not to fiddle with
things in your hands
 Appropriate expressions to
follow the conversation
(nod, smile, frown, etc.)
 Facing your computer,
leaving the resident talking
to your back
 Slouching and leaning back
in your chair
 Crossing your arms and
legs (closed posture)

6. Non-Verbals: Listening
Good Not So Good
 Listen for tone of voice and
speech rate
 Listen to understand
 Listen for where silence
happens in the
conversation
 Check outTEDTalks: Julian
Treasure: 5 ways to listen
better
 Listening to words but
missing the affect or
attitude behind the words
 Having theTV or music on
in the background
 URL for above link:
http://www.ted.com/talks/julian_treasure
_5_ways_to_listen_better.html

7. Verbals: Asking Questions
Good Good, but…
 Ask open questions for
explanations:
 Who, what, when, where,
why, how, what else
 i.e. “What happened?”
 Ask closed questions for
specific information:
 Do, is, are
 i.e. “Were you drinking in
your room tonight?”
 Ask one question at a time
 Be careful with how you
use why questions: they
often put your listener on
the defensive

8. Verbals: Summarizing & Paraphrasing
Good Good, but…
 When resident
finishes, summarize and
repeat back what they said
 Shows you were listening
 Allows them to hear their
story concisely from an
outside perspective
 Allows them to reflect on
what they’ve said and correct
any details you may have
missed
 Be careful with your tone:
try to remain neutral and
unbiased in the
conversation

9. Conveyed Messages:
Verbal, Visual & Auditory Cues from Residents
 Residents will give you clues to how they are feeling through
their tone of voice, body language , and facial expressions
 Sometimes, those clues don’t match their words and the
things they are telling you
 Check outTEDTalks: Pamela Meyer:
How to spot a liar
 The whole video is good, but for the purposes of
this presentation:
 Start at 9:39 min. & watch to 10:30; move to 11:38
min. & watch to 13:01
 URL for above link:
http://www.ted.com/talks/pamela_meyer_how_to_spot
_a_liar.html

10. Conveyed Messages:
Verbal, Visual, & Auditory Cues from Residents
 Cues you may see from residents:
 Resident focusing on the
ceiling, floor, their hands or on
something else in their surroundings
 Resident fidgeting or fiddling with
something in their hands
 Resident’s facial expressions don’t
match tone of voice or actual content
of conversation
 i.e. Student talking about failing a test
with a smile and upbeat tones
 When these or others happen…
 (hint: go to next slide)

11. Verbals: Confronting
Good Not So Good
 Let the resident know
when the things they say
don’t line up with their
body language
 “So, you say your day is going
well, but you’re shaking and
visibly upset. What’s going
on?”
 “Hey, so, um, you look like
crap.Wanna talk?”
 “No no, that’s not gonna
cut it. You told me things
were fine yesterday. What’s
your deal?”

12. And now for something
completely different
 If you have questions about this information, bring
them to training.
 When you are ready, move on to the quiz!