The document discusses effective communication in the workplace. It explains that communication is important for sharing information, building relationships, motivating others, resolving conflicts, and more. However, communication can be hindered by language barriers, cultural differences, emotions, distractions, and hierarchies. The document notes that only 7% of communication is based on words, while 55% is body language and 38% is tone of voice. It provides tips for active listening and establishes ground rules for positive communication like listening, understanding others, and providing constructive feedback.

1. Effective communication
Presented By
Sarah Boodhoo

2. Objectives
•Explain the importance of communication
in effective care
•Discuss different types of communication
and their role in the workplace
•Share strategies for communication with
resident effectively

3. The importance of
communication
•Sharing information
•Building relationship
•Inspiring and motivating
•Conflict resolution
•Providing guidance and direction
•Promoting innovation and creativity
•Enhancing resident engagement

4. Communication Barriers
•Language barriers
•Cultural difference
•Emotional barriers
•Lack of attention
•Generational differences
•Hierarchical differences

5. How do we communicate?
7%
55%
38%
Dr. Albert Mehrabian
Words/Verbal
Body Language
Tone

6. Dr. Albert Mehrabian
If words disagree with the tone of voice
and non-verbal behaviour, people tend
to believe the tonality and non-verbal
behaviour.

7. NonVerbal Cues
• Facial expressions: Smiling, frowning, raised eyebrows, or eye rolling
• Body language: Posture, hand gestures, crossing arms or leaning in.
• Eye contact: Maintaining eye contact or avoiding it
• Proximity: Standing close, or keeping distance from others
• Touch: Handshakes, hugs or patting on the back.
• Tone of voice: Inflections, volume or pitch.
• Nodding: Indicating agreement or understanding
• Gestures:Thumbs up, thumbs down, pointing or waving
• Fidgeting:Tapping fingers, legs shaking or playing with objects
• Personal space: Respecting personal boundaries or invading personal
space.

8. Active Listening
• More than just hearing someone speak.
• You fully concentrate on what is being said.
• You listen with all your senses and give your full attention to the
person speaking

10. Are you an active listener?

11. Ground rules for positive communication
• Active listening
• Empathy and understanding
• Use respectful language
• Clarify and ask questions
• Stay calm and manage emotions
• Express yourself clearly
• Seek solutions and find common ground
• Non-verbal communication
• Provide constructive feedback
• Show appreciation and gratitude

12. •QUESTIONSTIME!

13. Self reflection
• Identify one specific communication barrier that you frequently
encounter. How will you apply the techniques learned in this session to
overcome that barrier?
• How was your awareness of non-verbal communication changed after
this session?
• Think about the ground rules for effective communication discussed.
Which rule resonated with you the most?
• What steps will you take to further develop your active listening skills?

14. Thank you!