COMMUNICATION and Listening

Skills

By the end of the module, the participants will be able to:• Define and understand the

importance of effective communication

• Identify and overcome barriers to communication

• Practice the skills of successful communication – listening, responding, and making the message clear

Objectives

Outline

• COMMUNICATION FUNDAMENTALS– Listening– Asking questions

• BARRIERS TO COMMUNICATION

• COMMUNICATION STYLES– 3 Basic Styles

Outline

What is Communication?What is Effective

Communication?

“You can NOT not communicate. Everything you

say or do or don’t say and don’t do sends a message to others”

~John Woods

Communication Fundamentals

•Personal process•Occurs between people•Involves change in behavior•Expression of thoughts and emotions through words and actions•Means to influence others•Tool for controlling and motivating people•It is a social and emotional process

Its Essences

What are the barriers toEffective Communication?

Activity

• Language• Quantity of

information• Poor listening skills• Assumptions• Lack of trust• Emotional

interference• Perception• Ourselves

Barriers to Communication

SENDER

RECEIVER

MEDIUM

FEEDBACK

MESSAGE

Communication Model

Written

wordBody

Language

Spoken word

Basic Types of Communication

• VOICE– Audible– Pitch– Tone– Clarity– Pace

• BODY LANGUAGE– Posture– Gestures– Facial Expressions– Eye Contact

Verbal and Non-verbal Communication

“Seek First to Understand, Then to be Understood.”

Habit #5. Seven Habits of Highly Effective People by Stephen Covey

“Most people do not listen with the intent to understand; they listen with the intent to

reply. They’re either speaking or preparing to speak.”

Listening

Activity

Hearing versus Listening

HEARING – physical process, natural, passiveLISTENING – physical and mental process, active, a skill

“Wisdom is the reward you get for a lifetime of listening when you have preferred to talk.”

~Doug Larson

Values of Listening

• Good listening reflects courtesy and good manners

• Listening carefully involves competence and performance

• Listening is a positive activity

• Good listening can improve social relations

PASSIVE LISTENING– Not involved, ignoring, pretending,

selective– Very little motivation to listen carefully– Distracted

ACTIVE LISTENING– Show interest through body language,

tone, eye contact– Paraphrase: Reflect understanding by

restating– Being receptive– Clarify by asking questions– Empathize: Listen for ‘feelings’ and reflect

understanding

Passive versus Active Listening

Activity

Essentials of Communication

DOs• Be open-minded

• Listen and give feedback to what is being said

• Use simple words and phrases

• Take ownership of what you say

• Take responsibility for making sure you are

heard and understood

• Be aware of body language/ Be sensitive

• Touch only when appropriate

Essentials of Communication

DON’Ts• Do not instantly react and mutter something in

anger

• Do not assume that everybody understands you

• Do not interrupt

• Do not jump into conclusion that you have

understood everything

• Do not speak only to impress anyone

• Do not be threatening or judgmental

• Do not overwhelm the person with more than can

be handled

The difference between a smart man and a wise man is that a smart man knows what to say, a wise man knows whether or not to say it. 

~Frank M. Garafola