This document discusses communication skills training for volunteers. It covers both verbal and non-verbal communication, including the importance of tone, body language, facial expressions, and eye contact. Barriers to effective communication like distractions or lack of feedback are also addressed. The document recommends active listening techniques like SOLER to help volunteers optimize listening and communication, including preparing, inquiring, actively listening and evaluating interactions.
Are you passive? Aggressive? Both? Learn about the most effective ways to communicate with people. Whether speaking or gesturing, your are sending a message to others. Are you saying what you mean? Find out by taking this course.
The importance of communication, assertiveness and the different types of communication skills are well explained. Can be used for students and training programs.
Communication skill || Type of communication || considerate communication style || What is communication || kkwagh || pharmacy || Engineering || #slideshare #share #pharmacy #Engineering #cs #communication
A chapter on listening skills from the textbook, Communication Skills, developed by the Language Communication for Development Department at the Bunda College of Agriculture, University of Malawi.
Are you passive? Aggressive? Both? Learn about the most effective ways to communicate with people. Whether speaking or gesturing, your are sending a message to others. Are you saying what you mean? Find out by taking this course.
The importance of communication, assertiveness and the different types of communication skills are well explained. Can be used for students and training programs.
Communication skill || Type of communication || considerate communication style || What is communication || kkwagh || pharmacy || Engineering || #slideshare #share #pharmacy #Engineering #cs #communication
A chapter on listening skills from the textbook, Communication Skills, developed by the Language Communication for Development Department at the Bunda College of Agriculture, University of Malawi.
This is Gary Vickrey's session. Because we do it so often, we can sometimes think that we already know how to listen effectively. Prepare to change that thought. We have yet to meet someone without significant blind spots in this area. In this session, you’ll take stock of your own listening skills and develop strategies for improving them.
Do you really know how to listen? It's our belief that the most fundamental human need, beyond basic survival, is the need to be heard and understood. This workshop focuses on building the skill to really listen and understand the perspective of other human beings.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
2. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Why is communication important?
• Important for expressing information, behaviour
and our feelings and thoughts.
• Helps to understand and respond to other’s
feelings, thoughts, knowledge and behaviour.
3. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Verbal communication
• Use of words, numbers and symbols.
• Tone, pitch, quality and rate of speech carries
more weight than the words
• The latter convey the emotions and meaning,
regardless of the content of the message.
4. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Non-verbal communication
• Facial expressions
• Eye contact, pupil dilation
• Gestures
• Body language and posture
• Proximity and touch
Most of our communication is non-verbal
(which is missing in emails and tweets)
5. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Facial expressions
Your face can show many feelings
6. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Eye contact
• Maintaining appropriate eye contact when
speaking with others helps communication
7. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Gestures
• Also convey meanings
• Be mindful of cultural
differences
Waving Making a fist Thumbs up
Pointing Nodding Yawning
8. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Body language (kinesics)
• A great deal of your (true) message can be
communicated by your body use and posture
• To work effectively with others
you need to read body
language and ensure you
are not conveying the
wrong signals
10. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
A woman went for a walk one day and met her
friend, whom she had not seen, heard from, or
heard of in ten years.
After an exchange of greetings, the woman said,
“Is this your little boy?” and her friend replied,
“Yes, I got married about six years ago.”
The woman then asked the child, “What is your
name?” and the boy replied, “Same as my
father’s.”
“Oh,” said the woman, “then it must be Peter.”
11. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
People change
What we know of other people is only our memory
of the moments during which we knew them. And
they have changed since then… at every meeting
we are meeting a stranger.
T.S. Eliot, The Cocktail Party
12. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
Active listening
• Letting a person know you have heard them,
both literally and emotionally
• Encourages further discussion and checks
accuracy of message
• Active listening expresses empathy
14. MHPE Volunteer Resource – Tab 7
Skills training: Communication skills
S.O.L.E.R.
• Sit/Stand Squarely in relation to the person
• Open position
• Lean slightly towards the person
• Eye contact
• Relax
Revised October 2015– 15 slides and notes
If you get the chance prior, take some digital photos of volunteers getting to know one another (e.g. icebreaker exercises) in pairs for use in this session (last slide).
Question – Before showing individual dot points on this slide, ask the audience “Why is communication important?”
We can improve our side of this exchange, but not the other.
This session will focus on awareness and some learning about communication improvement.
Words can mean different things, depending on the way they are said.
For example, we are able to tell if a person is angry, happy or nervous by their tone of voice.
Optional, but fun, exercise: in pairs:
Turn and face your partner, and with as much genuineness as you can muster, say “I really love you.” Then the other person has their turn with the same words.
Did anyone feel believed? Why not?
Words are important for their accuracy in conveying information, such as MHPE content, but the other aspects of language must also be congruent (match) with the words.
Verbal communication is only a small part of the message, especially in intimate exchanges, but crucial to information-giving.
VERBAL ACCURACY IS VITAL: ensure words used in MHPE are accurate, as you are conveying information in a trusted capacity to another person. Use your resources, up-to-date information from trusted internet sources e.g. BeyondBlue, Cancer Council. The Herald-Sun or Courier Mail are not medical journals!!! If you don’t think psychological therapies are useful for anxiety problems, for example, that is your opinion, not evidence. Be clear if you provide an opinion that is all it is, and be careful not to undermine MHPE information because it is not your experience.
Ask: What is the problem with providing MHPE information and roll your eyes at the same time!
A quick illustration: read out while varying the emphasis as below:
Have you ever thought about giving up drinking?
Have you ever thought about giving up drinking?
Have you ever thought about giving up drinking?
Have you ever thought about giving up drinking?
Have you ever thought about giving up drinking?
Have you ever thought about giving up drinking?
Have you ever thought about giving up drinking?
Many people do not realise that a great deal of our communication is non-verbal.
If our non-verbal communication does not match our verbal communication messages can often be misinterpreted.
Rightly or wrongly, the receiver of the communication tends to base the intentions of the sender on the non-verbal cues they see.
According to some research, in a conversation or verbal exchange:
- words provide 7% of the effective message;
- tone/rate/rhythm of voice is 38% of the effective message; and
- non-verbal cues are 55% of the effective message.
But: information giving, such as MHPE, words and voice are relatively more important compared to more intimate conversations, such as in relationships.
Note that written communication, especially instantaneous forms such as emails and tweets, lacks all the nuances non-verbals bring. Accuracy is therefore imperative. Always re-read emails before you send them, as the interpretation is likely to be literal. Use the MHPE materials accurately, rather than over-interpreting.
(Example of non-verbal communication)
Facial expressions – Your face can show many of your feelings. For example, a frown or a smile shows a very clear message depending on how or when it is used.
Question – What emotions are the images on this slide demonstrating? Ask group to write down for each-see if there are any differences.
It is very hard to control facial expressions: not many good poker players!
(Example of non-verbal communication)
Eye contact – maintaining appropriate eye contact when speaking with others helps communication. Be aware of cultural differences where this may not be appropriate e.g. Aboriginal and Torres Strait Islanders, some Asian and European cultures; if you are unsure of cultural norms, be guided by the person’s response to you.
Question: What do you think avoiding eye contact might make others think? (Aside from cultural differences).
Answer – that you do not want to communicate or that you may be telling a lie. Or shy or submissive or embarrassed.
For some people experiencing mental illness, too much eye contact can be confronting-read the cues and tone down the eye contact.
As an aside: Pupil dilation of the listener conveys interest in the speaker. But don’t go staring trying to see if your MHPE message has caught the person’s interest! Dilated pupils also convey arousal, anxiety, anger and sexual interest!!!
(Example of non-verbal communication)
Gestures – the gestures you use also convey meanings. It is important to be mindful of cultural differences: different gestures might mean different things.
ASK: What does the symbol in the picture mean? =OK. But in some parts of the Middle East or South America, it is an insulting gesture referring to the anus. It could even be telling someone about their sexual preference (not in a nice way!).
Question – What do the gestures listed mean? (you might want to demonstrate gestures). Come up with (at least) 2 alternatives for each.
(Example of non-verbal communication)
The way you stand or sit gives information about how you are feeling.
A person sitting slumped in a chair with arms firmly crossed and head turned away can give a negative message. This may be a barrier to communication.
ASK: What message was George Bush conveying?
Activity: Paralanguage
Lots of things can get in the way of good communication.
Ask the group for examples of each (don’t spend long on this), and to consider which apply to them.
Inattention: not listening, being distracted
Poor expression: lack of clarity or precision (important in health messages)
Premature evaluation: (who suffers from it?!) we hear part of the message, then jump to conclusions
Emotions: strong feelings about the person or topic, often because of previous experience
Inconsistency: distrust when people give us conflicting information e.g. Cancer Council Aust vs state CC on value of testicular self-examination
Physical barriers: noise, eyesight, distance, telephone etc
Insufficient warning: change happening abruptly can be upsetting e.g. doctor says “you have to stop drinking today!”
Individual differences: gender, age, confidence, personality, history, education, beliefs, attitudes, language…
Lack of feedback: not checking the message is understood or remembered
Inference: a common issue, where we go further than the observed facts and add our own conclusions
Insecurity: many people are insecure, so block communication e.g. pass on info given in confidence; hold back some info; use sarcasm; ‘sit on the fence’; ignore comments/concerns; compete rather than share; jargon; name-dropping; advice how to solve the problem (rather than info); ordering to do; threaten consequences if not etc.
The most important aspect of improving is recognizing the barriers we use.
Activity: How good a listener are you?
The problems of inference (from Maynard, 1963).
Allow all to read, then blank the slide.
Ask: How did she know the boy’s father’s name?
Her friend is a man named Peter!
Many people make inferences from facts, and it can lead us down the wrong path, or to incorrect answers.
Ask: Do you recognize this situation? Talking to a man you haven’t seen for five years who has developed a big abdomen and looks ten years older, you can hear people say, or you may say to yourself:
“Barry is fat.”
“Barry is lazy.”
“Barry can’t be bothered. He’s really let himself go.”
“Barry won’t change, he’s always been a big drinker.”
Then you find out Barry no longer drinks, has ascites secondary to his cirrhosis, and has his distended abdomen drained twice a week.
Static evaluation, the tendency to retain our evaluations as they were, can also get in the way of MHPE possibilities.
Ask: Are you the same person you were 10 years ago? What has changed?
Barry may have been a big drinker/couch potato/junk food eater/smoker etc. Things change.
Good listening requires you to keep an open mind.
Exercise: I, You, He
Maintaining eye contact and asking questions, as well as reflecting back to them what you have understood them to say will assure that you are both listening and interested in what their issues are.
ASK: How does someone know you are listening (not just hearing)?
Minimal prompts: ‘uh huh’, nodding, hand gestures
Eye contact
Ignore distractions
They are doing most of the talking
You ask questions for clarification
Paraphrasing
Making commentary on what they say: you express understanding
Exercise: Paraphrasing
Ting, the Chinese verb for listening, contains five elements:
Ears: hearing
Eyes: body language, looking away
King: the other person feels important = listened to
Undivided attention: good listening means you are 100% focused on the other persons message, not your own thoughts
Heart: picking up the emotions, ‘reading between the lines’, empathy, ‘gut feelings’. Some professionals are great with facts, but miss the subtleties.
If all these are in place, then you are actively listening.
Exercise: How flexible are you in communicating?
‘S.O.L.E.R’ is a technique to help improve your communication skills, in particular, your active listening skills.
This will help assist more effective communication.
Square: face the person, or slightly off direct facing (although for blokes sometimes ‘shoulder-to-shoulder’ can be best)
Open: No barriers e.g. arms crossed, tables between etc
Lean: indicates interest (and helps hearing)
Eye: but remembering social and cultural rules (you are not on a date)
Relax: be yourself.
Relax is the most important, and the others are guidelines. No hard rules, but the more comfortable you are, the more the other person will get the message.
If you have taken some photos at the start of the programme, during a ‘get to know you’ exercise, when volunteers are paired up and listening intently, insert a few of those now to demonstrate good, relaxed listening.
Question – what other listening skills or communication strategies have you found to be successful/non-successful?
E.g. knowing your topic, being honest, quiet setting, no distractions etc.
The good MHPE volunteer has PILEs… of communication skills.
Some volunteer work will be chance encounters, and some planned.
Prepare if possible: Review topic & previous contact with the person/group. What went well? What should you change/add?
Inquire: Ask questions, stay alert, check that you are on track with the person’s needs, stage of change etc
Listen actively: Paraphrase, feed back, listen ‘between the lines’: Use those skills to maximise the value of your contact
Evaluate: Draw conclusions, what can you do better, plan for next time: every MHPE encounter, big or small, will hone your skills.
The best way to improve is to have a go!