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Certificate in Employability Skills
Customer Assistant
Day 4 Effective Communication
Learning Objectives
By the end of this session you will:
1.identify and demonstrate effective verbal and nonverbal communication techniques
2.describe confident, assertive, passive and aggressive
behaviours
3.define and give examples of positive and negative
feedback.
What is Communication?
• Communication is the way we exchange thoughts,
opinions, facts, information through various methods
• Effective communication is being able to do this
successfully
Ways we Communicate
• The words - reading and writing
• Speaking – verbal communication
• Non verbal communication
Examples of Appropriate Verbal
Communication
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•
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•
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Ensure that you speak clearly
Give clear instructions
Use appropriate language
Use appropriate tone
Think of the person you are
speaking to
• Be polite
Examples of Inappropriate Verbal
Communication
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•
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Being rude
Swearing
Using offensive language
Using slang
Making comments about
personal attributes
Why is Effective Communication Important?
•
Gets our views and opinion across accurately
•
Shows we can listen to others’ points of views
•
Can show how we get on with others
•
Allows us to deal properly with situations
•
Avoids misunderstandings
Which Conveys the Most
Communication?
• Spoken word
• Tone of voice
• Body language
Tone of Voice
“Oh, its you”.
“Yes, I’m back”.
Which Conveys the Most
Communication?
• Spoken word
7%
• Tone of voice
38%
• Body language
55%
Stress Behaviours
• In a situation like this the caveman will do one of two
things.
Stay and fight
Or run………..
"Caveman 1" by Margaret A. McIntyre - "The cave boy of the age of
stone"[1]. Licensed under Public Domain via Wikimedia Commons
Passive Behaviour
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•
•
•
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Afraid to speak up
Complies with others
Puts self down
Submissive
Doesn’t get what they want
• I’m not ok. You’re ok.
Aggressive Behaviour
• Gives their opinions and disregards the views of
others
• Belittles others and is disrespectful
• Interrupts and talks over others
• Believes they are right
• Always gets what they want
• I’m ok. You’re not ok.
Different Thinking
I’m ok, you’re ok
I’m not ok, you’re ok
I’m ok, you’re not ok
Assertive Behaviour
• Believes or acts as if people are equal
• Is respectful
• Puts own point of view and listens to the views of
others
• Good relationships with others
• Compromises
I’m ok. You’re ok.
How Would you Respond?
Your friend rings you at 4 p.m. to ask whether you can
babysit for her at 7 p.m. She says it is really important.
You often babysit for her and like the children.
You are quite tired and have been looking forward to a
quiet evening at home watching TV.
What do you say?
Specific Feedback
Give an example of the behaviour
• You didn’t call me when you arrived, as you said
you would
What effect did it have?
• I felt worried because I hadn’t heard from you
Future
• Please could you remember to call next time.
Certificate in Employability Skills
Customer Assistant
Day 4 Effective Communication