2. Objectives
• To recognize the importance of communication in the workplace
• To identify effective and ineffective listening skills
• To demonstrate active listening skills
3. Exercise 1- What is communication
• Instructions: In pairs discuss the following question
1. What is communication?
2. What are some methods of communication you use in
the workplace?
3. What are some effective communication techniques
that you use?
4. Communication
• Is a process that support the exchange or flow of information
from one person to another.
• It involves the use:
• Active listening
• Body language
• Verbal and nonverbal encouragement
• Appropriate questioning technique
• Paraphrasing and clarification
5. Exercise #2- Activity
• Follow the directions given by the leader
• You have 7 minutes to complete this activity
6. Exercise #2- Debrief
• What was the difference between the two experiences?
• Why do they think that the second outcome was so much better
than the first?
• Based on the two scenarios presented which one do you find
managers or yourself using? Why?
7. Remember
• Communication is most effective when it occurs two-way that is
between receiver and sender.
• Communication is a source of information, helps with socializing
and promotes motivation.
8. Exercise #3 - Debrief
• What was the difference between the two experiences?
• Why do they think that the second outcome was so much better
than the first?
• Based on the two scenarios presented which one do you find
managers or yourself using? Why?
9. Active listeners
• Pay attention
• Show that they’re listening
• Provide feedback
• Deter judgment
• Respond appropriately
