Download Communication

Communication
Definition of Communication
• Webster’s Dictionary defines Communication
as the process of conveying information from
a sender to a receiver with the use of a
medium in which the communicated
information is understood the same way by
both sender and receiver
Communication can be Verbal or
Nonverbal
• Verbal: Communication where you use your words
(language).
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Select the right words to express yourself
Be Honest
Say what you really think or feel, but be polite.
Speak for Yourself-Make “I” Statements
Avoid speaking for Others-Don’t assume you know what other
think, feel, or want.
– Be clear and direct-tone of voice revels your feelings. Don’t
send mixed messages.
– Be aware of your listener-Check to see that your listener
understands what you are saying.
– Ask Questions-Ask who, what, where, when, and how
questions. These help share thoughts and feelings.
Non Verbal Communication
• Messages sent without using words
– Touching: touching communicates through physical
contact. A pat on the back says Good Job.
– Personal Space: Your personal space is like an invisible
bubble around you. It communicates how you want to
relate to others.
– Body Language: Look on your face, gestures, and
body stance.
– Physical Appearance: Your posture and appearance
are some of the most powerful forms of nonverbal
communication. Your appearance can convey your self
image.
Importance of Listening
• The ability to listen is just as important as the
ability to express yourself.
• Studies indicate that 60% of communication is
spent listening.
• Listening isn’t the same as hearing: When you
hear you are aware of the words being said.
When you listen, you try to understand the
message.
Listening is Hard
• Listening is one of the hardest communication
skills to learn. You can improve your listening
skills by using the following guidelines:
– Give your full attention to the speaker and make
eye contact.
– Concentrate on what the speaker is saying, not on
what you will say next.
– Show your interest by leaning toward the speaker
and nodding.
Improving Listening Skills
– Listen for the overall meaning, not just details.
– Remember to notice nonverbal cues.
– Avoid making quick judgments.
– Resist Distractions
– Don’t interrupt. Ask questions only when
necessary.
– Give active feedback to indicate you have
understood.
Having a Conversation
• Conversation is sharing of ideas, thoughts, and
feelings.
• You must be willing to express yourself and
listen to others: It’s a 2 way street.
• Each person needs to be able to talk.
• Ask questions to draw others into the
conversation.
• Avoid gossiping (talking about other people
and their personal lives).
Common Communication Blockers
• Insulting: “That is the ugliest shirt I’ve ever seen”
• Blaming: “It’s all your fault”
• Name Calling: “Do you have to be such a total
jerk”
• Sarcasm: “Sure---You had no idea I’d mind you
taking it without asking”
• Threatening: “The next time you try that with me,
you’ll be sorry.
• Globalizing: “You’re always putting me down.”
“You never let me finish what I’m saying”
“I” Messages
• I feel…(name the feeling)
• When you….(describe the behavior)
• I want….(tell what would make it better for
you)
Reflective Listening
• When the listener mirrors back
the thoughts and/or feelings
the speaker is experiencing.
– “Are you saying …”
– “You seem …”
• If the listener is wrong then the
speaker can restate in a
different way.
Listening Blocks
• I must defend my position.
• I’m looking for an entrance into the
conversation.
• I don’t have time to listen to you.
• I already know what you have to say.
• I know what you should do.
Active Listening
• Ask questions, not with yes, no or one word
answers.
• Use appropriate eye contact.
• Not if understand or ask for clarification.
• Don’t cross arms or legs or lean back.
• Lean slightly forward.
• Facial expressions and tone of voice.
• Be honest and sincere.
Active Listening
• Open-ended questions
– Closed: Are you feeling bad today?
– Open: How are you feeling today?
• Reflection (paraphrasing)
How Well Do You
Listen?