Eye contact and smiling

• It is expected to give eye contact when talking to others

• However….• A fixed stare =• Looking away =• Avoidance =

Body language (p77)

• Verbal and non-verbal communication.• Facial expressions.• Body postures.• Muscle tension.• Gestures.• Touch.

Tone of voice

• How we speak can affect communication –not just what we say.

• Anger =• Complaining=• Friendly=• Depression = • Submissive =

Pace of speech

• If we speak too quickly then people can’t understand what we are saying

• If we speak too slowly then people try to finish our sentences for us and are not really listening!

• Summary is when you focus on the main points of a presentation or session in order to highlight them.

• Summarising concludes a wide range of information- by putting it in your own words.

Summary - Focusing on the Main Points

Empathising is a skill

• Empathising is achieved by actively listening, but putting yourself in “someone else's shoes”

• E.g. accepting that an elderly person might believe in a god and try to see why she might be scared to die, even if you don’t have faith!