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Developing Good
Communication and
Listening Skills
Diane Sanicola
1
Pre Test
• Do people clearly understand the points you are
trying to make?
• How well do you understand points someone
else is trying to make?
• Name 6 types of non verbal communication.
• Name 3 elements of listening skills.
Diane Sanicola
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Successful Communication
• Effectively give information
(speaking and writing)
• Effectively receiving information
(listening and reading)
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Non-verbal Communication
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Posture
Tone of voice
Handshake
Facial Expressions
Eye Contact
Arms and Hands
Diane Sanicola
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Posture
• Sit slightly forward in the seat and
lean forward slightly. If you must
cross your legs, put one knee on top
of the other.
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Tone of voice
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Ask your friends – Are you loud or quiet?
Always speak clearly and distinctly.
Never shout or speak too quietly.
If your name is hard to pronounce, say it
slowly when you introduce yourself.
Diane Sanicola
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Handshake
• A firm handshake is a sign of
confidence
• Take the entire hand in yours,
grip firmly and shake up and
down slightly.
• Make sure you dry sweaty
palms before you shake!
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Facial Expressions
• Smiling is good!
• It shows you are friendly and excited to be
there.
• Always smile at least in the beginning and
at the end.
Diane Sanicola
8
Eye Contact
• Whenever speaking to someone be sure
to look them in the eyes.
• Looking down will convey a message of
being unconfident.
• Looking to the side will convey dishonesty
• Rolling your eyes is considered a sign of
disrespect.
Diane Sanicola
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Arms and Hands
• Do you talk with your hands? Limit
this in an interview or presentation.
• Sitting with your arms crossed makes
you look defensive and not open to
one’s offer.
• Have an open accepting posture.
Diane Sanicola
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Speak Effectively
• Be Calm and Honest
• Speak for yourself
• Be Brief and to the
point
• Be positive
• Use appropriate
language
• Avoid extremes
• Address a problem
behavior
• Be aware of your
body language
• Avoid conversation
weakeners
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Conversation Weakeners
• Qualifiers
• Fillers
• Victim
Language
• Poor Inflection
• Inappropriate
Language
• Minimizing
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Listening Skills
• Hearing
• Understanding
• Judging
Diane Sanicola
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Hearing
Listening enough to catch what the
speaker is saying, If you can repeat a fact
from the speaker, then you have heard
what has been said.
Diane Sanicola
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Understanding
• Take what you have heard and understand
it in your own way.
• Try to paraphrase or summarize the
speaker’s facts.
Diane Sanicola
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Judging
• After you are sure you understand the
speaker, ask yourself if it makes sense.
• Question the fact or the point
Diane Sanicola
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Tips for being a good listener
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Give your full attention to the speaker
Make sure your mind is focused
Let the speaker finish before you begin to talk
Let your self finish listening before you begin to
speak
• Listen for main ideas
• Ask questions
• Give feedback
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Let’s try it!
Break into groups of threes. Tell a story to
a member of your group while the third
member critiques your listening skills.
Switch roles until everyone has had a turn.
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Post Test
• How can you change your communication so
people clearly understand the points you are
trying to make?
• How can you listen more effectively?
• Name 6 types of non verbal communication.
• Name 3 elements of listening skills.
Diane Sanicola
19