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Communication
What is Communication?
 Communication involves the sending
of information, ideas, or feelings
from one person to another.
 Done through language, which may
be written or spoken
 Involves: writing, reading, listening,
and speaking.
Communication: A Two Way Street
• In order to communicate, there must be both
a “sender” and a “receiver”
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Therefore, LISTENING is a vital part of
communication
Listening is said to be the weakest link in the
communication process
Types of Communication:
 Non-verbal-body language:
 Different cultures perceive differently.
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Facial Expressions
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Ex. Handshake, eye contact
Ex. Eye contact, frowning, smiling, boredom.
Gestures
Body motions
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Ex. Sitting, standing, arms crossed
Types of Communication:
 Verbal- using words through speaking or
writing
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I statements - speak from your point of view. Say how
you feel, what you think, rather then criticizing.
Positive way to deal with conflict.
Non attacking
Tone - be careful how you say your words.
Ways to say “I” statements:
 “I feel…..” Name an emotion- ex. fear or anger
 “when you….” you say what behaviors bothers you.
 “because ….” here you explain why it bothers you.
 I feel scared when you pop out from around the
corner because it makes me scream
like girl!
 Write down your own example
of an “I” statement
Benefits of “I” statements
 Reduces defensiveness
 Maintains self-esteem
 Helps prevent serious conflict
 Checks anger
 Doesn’t blame others
Types of “I” Statements
1. Descriptive- things you have seen or heard.
Ex. “I heard the alarm.”
2. Thought- use I think or I wonder.
Ex. “I wonder if it will rain today.”
3. Feeling- let others know how you feel.
Ex. “I feel discouraged because I failed the test.”
4. Intention- let others know what you want to do.
Ex. “I want to pass this course.”
5. Action- let others know what you will do.
Ex. “I studied two hours last night.”
Avoid “You” Statements
 They attack the receivers self-
esteem.
 Ex.
“You should apologize to me.”
Instead say “I think you should
apologize to me.”
Receiving Messages = Listening
 Passive listening- people just take in messages. No
response.
 Active listening- questioning and nodding.
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Benefits:
Helps you grow
 Helps you learn about the world around you
 Helps relationships grow
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Causes of Poor Listening
Distractions: something that diverts your
attention
 Pre-judging: listeners trying to outguess the
speaker
 Over-stimulation: listeners become too eager to
respond to the speaker that they quit listening
and begin planning their own response
 Partial listening:
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Fragmented listening: the listener only listens for
certain things (i.e. those that apply to him/her)
 Pretend listening: when the listener either doesn’t care
what the speaker is saying or is just waiting for a turn.
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Guidelines for Good Listening
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Have a questioning attitude.
Concentrate on what is being said.
Eliminate distractions by turning off noisy machines, closing
doors, moving closer to the speaker, etc.
Use your eyes as well as your ears and mind. Observe the
facial expressions and body language of the speaker. These
are often as important as what is being said.
Listen between the lines for what the speaker doesn’t say.
Get all the facts before evaluating or responding to them.
Write down important things before you forget them.
Ask questions if you do not understand something.
How to improve communication
 Be open to communication
 Be open minded
 Send the “I” message
 Send clear messages
 Feedback- lets the listener know you are
listening. Can be verbal or non-verbal.
Ex. comments or asking questions