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Communication Skills

Communication Skills. Communication. The Chain of Communication Sending and receiving information Verbal and Non-Verbal Communication Active Listening. How messages are passed on. Exercise. Communicate the message right!. Message.

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Communication Skills

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  1. Communication Skills

  2. Communication • The Chain of Communication • Sending and receiving information • Verbal and Non-Verbal Communication • Active Listening

  3. How messages are passed on

  4. Exercise • Communicate the message right!

  5. Message • A total number of 2,450 persons fled their villages to Kutum. Among them, 50% are women and children. The rest of the IDPs are men; some of whom are wounded. • The situation is not likely to improve and the office expects 1,000 families in the coming days.

  6. Sending & receiving information Active listening techniques

  7. Verbal and non-verbal communication Most listeners base their understanding of a message on the following elements: • Actual verbal content: • Tone of voice: • Nonverbal communication:

  8. Verbal and non-verbal communication Most listeners base their understanding of a message on the following elements: • Actual verbal content: 7% • Tone of voice: 38% • Nonverbal communication: 55% Professor Albert Mehrabian

  9. What is he telling her? Reading messages Stop there…

  10. What is he telling her? Reading messages Stop there…

  11. Reading non-verbal messages 2. What do their different facial expressions and body postures tell us?

  12. According to Roger Axtell the number of physical signs are: • 70,000

  13. Active listening and non-verbal communication Appropriate eye contact Facial expressions Proximity and positioning Non-threatening and non-defensive body posture Person-centered focus

  14. Active Listening Tools Paraphrasing Repetition Summarizing Non-Verbal Signals Probing Questions

  15. Communication Techniques Repetition: repeating verbatim individual contributions to confirm understanding Probing: asking follow on questions to better understand and clarify the meaning of the verbal message Summarizing: giving a summary of what has been said. Similar to paraphrasing, but it condenses the content of what has been said Rephrasing: repeating back in your own words what you understand someone else to be saying

  16. Exercise • FIRST ROUND • Participant A: communicates • Participant B: actively listens • Participant C: identifies technique

  17. Exercise • SECOND ROUND • Participant A: actively listens • Participant B: identifies technique • Participant C: communicates

  18. Exercise • THIRD ROUND • Participant A: identifies technique • Participant B: communicates • Participant C: actively listens

  19. If we DO NOT listen actively we… misunderstand situations and positions work on mistaken assumptions impose our own opinions miss opportunities to detect and reconcile common interests reduce participation and hamper ownership do not create synergies between different ideas do not coordinate effectively, which can lead to an ineffective protection response

  20. Results-oriented communicators Know their communication objective and purpose Know their audience and resulting communication needs Build a relationship with the audience Adopt the communication style that best fits their own personality, topic, audience and culture

  21. Communication styles BONUS • Recognize your own barriers to active listening and think of what you can do to improve it… • FREE handouts!!

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