The importance of verbal and non-verbal cues that makes communication more dynamic.

2.  VERBAL communication is used for face to
face and mediated communication such as
teleconferencing or videoconferencing. To
have effective verbal communication we
need to develop other skills such as:
a. Nonverbal communication
b. Listening skills
c. Clarification

3. WHAT IS LISTENING?
It is the ability to accurately receive and
interpret messages in the communication
process.
What is the difference between listening and
hearing ?

4.  Listening is very important because it is the
key to effective communication, we spend a
lot of time listening.
Scenario:
Your friend tells you that she passed the final
exams with teary eyes.

5. 1. StopTalking – do not interrupt
2. Prepare yourself to listen – relax, focus on
the speaker and forget other things
3. Put the speaker at ease – maintain eye
contact or other gestures such as nodding
4. Remove distractions – Focus on what is
being said. Stop texting or looking at the
window
5. Empathize – keep in mind the speakers
view of opinion

6. 6. Be patient – never interrupt or finish the
sentence for him
7. Avoid personal prejudice – do not let the
speaker’s mannerisms distract you
8. Listen to the tone – voice qualities help you
understand the emphasis of what is being said
9. Listen for ideas, not just words – get the
whole picture
10. Wait and watch for nonverbal
communication – Listen only not with your
ears but also with your eyes.

7. The skill we use to ensure that we have
understood the message of the speaker in an
interpersonal exchange.

8. 1. To ensure that the listener's understanding
of what the speaker has said is correct,
which reduces misunderstanding.
2. To reassure that speaker that the listener is
genuinely interested in him and is
attempting to understand what he is saying.

9. A. Admit if you are unsure about what the
speaker means.
B. Ask for repetition.
C. State what the speaker has said as you
understand it, and check whether this is what
he really said
D. Ask for specific examples
E. Use open nondirective questions if
appropriate.Open questions start with
“ when,” “where,” “how,” or “why.”
F. Ask if you have got it right, and be prepared to
be corrected.

10.  “ I am not quite sure what I understand what
you are saying.”
 “ I don’t feel clear about the main issue here.”
 “When you said … what did you mean?”
 “Could you repeat …?

11.  The message using body movement or voice
quality are ways of communicating
nonverbally

13.  Sound of voice – tone, pitch, rate, volume,
emphasis, and intonation
 Physical appearance and characteristic as
communicators
a) clothing
b) hairstyle
c) height
d) skin
e) weight
f) gender
g) smell

14. WHY DOYOUTHINK PHYSICAL APPEARANCE
ISVERY IMPORTANT?
“ FIRST IMPRESSION LASTS”

15. a) Maintaining eye contact with the person
whom you are communicating
b) Smiling ( if appropriate) but especially as a
greeting and when parting
c) Sitting squarely in a chair , leaning slightly
forward ( to indicate that you are paying
attention.
d) Nodding in agreement
e) A firm handshake
f) Presenting a calm exterior
g) Looking interested

18. a) not looking at the person whom you are
speaking
b) tapping a foot, fingers, and the like
c) rocking backward and forward
d) continually clearing your throat
e) scratching
f) fiddling your hair, ear lobes, jewelry, jacket and
the like
g) picking at fingers or fingernails
h) yawning or stretching
i) standing too close to others
j) inattention to the person who is speaking

21.  Listen with your
heart. Understand
what the person is
telling you.
 What people’s body
language, facial
expressions and so on.
 Say what you mean
and mean what you
say.

23. 1. Why should you pay particular attention to
your physical appearance?
2. Explain: “Nonverbal communication is
more immediate and readily observed but
more unclear in meaning than verbal
communication.”