COMMUNICATION

Communication consists of a person sending a message and another person receiving the message.

The purpose of communication is to ensure that the person receiving the information understands the message exactly as it was intended when transmitted by the person sending the information.

Levels of Communication

The CONTENT CONTENT is the first level

The FEELINGS that accompany the words are the second level

The third level is the INTENT of the speaker - the real message

Effective Communication Strategies

Listen to what the person has to say before you talk

Listen attentively and actively

Show you are attending

Acknowledge and allow negative feelings Deal with feelings first

Effective Communication Strategies

Avoid giving advice unless asked for it Reflect back what being said to you in clear terms Convey respect Remember everyone is doing the best they can

Video Activity

Three Aspects of Communication

AttendingReactingResponding

Attending

“Remember that you have two ears and one mouth and use them accordingly”

James Lundy

Attending

Listening is critical in communication Listening is attending to and accurately

comprehending what is said Listening is an active process that

demands our full attention

Obstacles to listening

Formulating your questions or statement while the other person is talking

Having spare time to think even when you listen Getting off task due to an emotional reaction to certain “hot” words

Obstacles to listening

Listening for a while and then “tuning out” Being distracted by extraneous details

Reaction Process

Identify biases, values beliefs

Evaluate how they effect our reactions

Determine how to respond

Actions

Beliefs

Conclusions

Assumptions

Meanings

Select data

Observable data and experiences

The Ladder of InferenceOr, Why we develop misunderstandings

Responding

Opening the door

Feelings are ignored

Closing the doorFacts are emphasized

Encourage the person to clarify the problem

Invite the person to talk about the issue.

Responding Strategies

Paraphrasing

Questioning

Summarizing

Check off each time one of the following Responding Strategies is used:

 

Paraphrasing 

Questioning  

Summarizing

Activity:Role Play Checklist

 At the end of the role play check all the effective communication

skills the communicator demonstrated: 

Listened to other person before speaking 

Listened attentively and actively. 

Gave eye contact. 

Acknowledged and allowed negative feelings 

Dealt with feelings first, then with the content 

Avoided giving advice unless asked for it 

Reflected back what is said in clear terms 

Conveyed respect