Communication

1. Communication • Session Objectives: • At the end of this session you should be able to: • Identify the three modes of communication. • State the importance of effective communication. • List obstacles to effective communications, and ways to overcome barriers. • Describe the importance of two-way communication, and list the groups • that trainers communicate with. • Show how communication can be adapted to fit a situation.

2. NOTES FOR “COMMUNICATION SESSION” STAFF MEMBERS • Methods Of Instruction in this session : Presentation (talks), brainstorming, buzz groups • Preparation: Review “Training Methods” session and “Training Technology” • session materials. • Materials: • Flipcharts (pad, markers, easel) and/or overheads (vu-graphs, projector, pointer, markers), • BSA 500 Q&A sheet for each Steward • Picture of animal for Exercise #1 • Diagram overhead for Exercise #2 • “FLY” overhead for Exercise #3 • Logistics: • Main meeting room with all TDC participants

3. “Communication Game” • “The Communication Game” • Have everyone stand. • Ask everyone to follow along with your instructions. • Say “Extend your right are parallel to the floor” - then do it. • Say “Make a circle with your thumb and forefinger” – then do it. • Say “Now, bring your hand to your chin” - then bring your hand up to touch your cheek, and stand still holding the position. • Look around the group, but don’t say anything for about 5 seconds. • A few members of the group will recognize their error, and move their hand to their chin or vice-versa. Smile, and the group will probably start laughing. • Say “Actions often speak louder than words, especially when coming from a leader.” As leaders and trainers we must be careful of our actions, because sometimes we communicate more effectively by what we do than what we say.

4. WHAT IS COMMUNICATION? COMMUNICATION IS THE PROCESS OF IMPARTING OR EXCHANGING THOUGHTS, OPINIONS, OR INFORMATION THROUGH SPEECH, WRITING, OR GRAPHICS. • Communication is a skill used everyday, that we often taken for granted. • Communication involves both sending and receiving information. • Verbal, Written, or Visual information is not considered “communication” • until the receiver interprets the message in the way the sender intended.

5. THREE MODES OF COMMUNICATION • VERBAL • Speaking, telephone calls, lectures, audio recordings,voice-mail • WRITTEN • Letters, books, newspapers, posters, flyers, manuals, e-mail • VISUAL • Pictures, diagrams, charts, graphs, maps, movies, body language

6. COMMUNICATION EXERCISE #1 • Inform the group that they should listen carefully, and focus on details • Read description of “the animal” aloud • Ask group to draw the animal figure • Display the written description as an overhead • Ask stewards to look at pictures from their teams, select best from each • team, and show it to the entire group. • Display picture of the animal and name as overhead. • Discuss what happened.

7. WRITTEN DESCRIPTION OF THE ANIMAL The body is stout, with an arched back; the limbs are short and stout, armed with strong, blunt claws; the ears are long; the tail is thick at the base and tapering gradually. The elongated head is set on a short thick neck, and at the extremity of the snout is a disk in which the nostrils open. The mouth is small and tubular, furnished with a long extensile tongue. A large individual measured 6 feet 8 inches. In color it is pale sandy or yellow, the hair being scanty and allowing the skin to show. DOES ANYONE KNOW WHAT ANIMAL THIS IS?

8. THE THREE FORMS OF COMMUNICATION Why is verbal communication often misinterpreted? Usually cannot be repeated exactly, often no record to use as reference, may not be able to control speed of speech, may be subject to noise/distortion. However, speech that is accompanied by body language or facial expressions and different volume levels can help aid understanding. Why is written communication sometimes better than verbal? A permanent record is available for reference, reader can review at their own pace and use supplementary materials (e.g. dictionary). However the reader does not know the tone or emphasis of the message, and may “read more or less into it”. Why is visual communication often preferred? Visual communication is a natural medium for humans. If done well the meaning is clear, and it avoids complex language (e.g. road signs). “A PICTURE MAY BE WORTH A THOUSAND WORDS”, but its meaning/significance is solely based on the viewer’s interpretation.

9. WHAT FORM OF COMMUNICATION IS BEST? There is no single ideal form of communication for every situation. All forms of communication have both strengths and weaknesses. Selection of a communication form should be based on the audience, material, objective, and environment. Multimedia is a very powerful and effective technique because it can incorporate all three forms of communication simultaneously.

10. COMMUNICATION EXERCISE #2 • Ask a volunteer to assist in presenting exercise #2. • Tell the volunteer they are to describe the figure, following the numerical order (e.g. “first, draw a rectangle with its long side parallel to the bottom edge of your paper, next draw a rectangle pointing down on the left side of the rectangle, ….) • Only verbal communication is used, no gestures, hand signals, or questions are permitted. • Inform the group that they should follow the instructions given by the volunteer, as they attempt to draw a simple diagram. • Position the volunteer with their back facing the group. • Allow sufficient time for the exercise (suggest 3 to 5 minutes). • Display the original diagram for the group as an overhead. • Discuss results.

11. COMMUNICATION EXERCISE #2 DIAGRAM 6 5 4 3 2 1

12. ONE-WAY COMMUNICATION • Why didn’t your diagram replicate the original? • Had to rely on verbal statements • No feedback, no positive/negative exchange, no questions • Speaker and Listeners were essentially isolated • Why was the speaker’s description difficult to follow? • Placement and size of shapes was hard to understand • Several shapes had similar characteristics • There were no reference points for constructing the diagram • Why was it difficult to concentrate on the verbal description? • When confused, a natural tendency is to stop listening • A single (critical) error can seriously impact overall outcome • Cumulative effects of mistakes are often magnified

13. COMMUNICATION EXERCISE #3 • Quickly display the “FLY” overhead for a few seconds • Ask the group if they saw a familiar word on the overhead • Typically 10% to 15% of the group will see the word “FLY” (it is also likely some individuals have seen this example before) • Display the “FLY” overhead again and leave it on the screen • Ask the group if they can see the word “FLY” • If anyone is having difficulty, suggest that they concentrate on the white areas instead of the black pattern. Finally, use a pointer to highlight the letters F L Y • Discuss this experience

14. WHY WAS THE WORD “FLY” OBSCURED? • Why do many children see the word “fly” immediately • while adults are often confused. • Children are less constrained by tradition • Adults are often subject to pre-conditioning • Adults expect to see black print on a white background • This exercise illustrates a communication barrier

15. BARRIERS TO COMMUNICATION • What are some common barriers to communication? • Preconceived notions (pre-conditioned responses) • Physical distractions (noise, temperature, discomfort, lighting) • Past experience (both positive and negative) • Education (superiority or inferiority complex) • Heritage (ethnic backgrounds and traditions) • Geographical location (rural, urban, foreign, domestic) • Age • Gender • Seniority (veteran or newcomer) • Language (vocabulary, accent, ability, code-words) • Disabilities (sight, hearing, others) • Learning difficulties (dyslexia, ADD, perceptual)

16. OVERCOMING BARRIERS TO COMMUNICATION • Methods for dealing with communication barriers • Reduce (eliminate) physical/environmental distractions • Use sign-language interpreters when necessary • Use bilingual trainers when necessary • Speak clearly and at an appropriate volume level • Use a common vocabulary • Avoid acronyms and code-words • Use a combination of communication forms (verbal, written, visual) • Use video tape with closed captioning when necessary • Be aware of the needs of others, and adapt accordingly • Identify barriers before hand, and provide alternate arrangements (if possible) to mitigate difficulties

17. ENHANCING COMMUNICATION • What are some ways of enhancing communication? • Encourage the practice of “taking-notes” • Encourage the practice of asking questions • Repeat questions before providing answers • Incorporate drawings, diagrams, and demonstrations • Use “real-life” examples to emphasize concepts • Ask for feedback, and encourage discussion • Remain flexible and open to new/different ideas • Don’t “kill the messenger” if you receive bad news • Be aware of body language and “unconscious” messages • Project yourself as a role model when communicating • Observe and pay attention to your audience As a trainer, you are constantly utilizing communication skills. It is important to be aware of the messages you are sending, and confirm they are being received in the way you intended.

18. COMMUNICATION EXERCISE #4 • Tell the teams they are to pretend being a course director • Assign each team a different course director’s task such as: • Contacting prospective course participants. • Confirming course date/logistics with the building/facility manager. • Recruiting staff members to present the course. • Getting approval for the course from the Council executive. • Each team is to identify potential barriers, and then select the style of communication that is most effective for their particular situation. • Allow 5 minutes for discussion • Have each team briefly present their results • There are no right/wrong answers, teams should explore all options

19. Session Summary The following topics were covered during this session: The definition of communication. The three fundamental forms of communication. Identifying barriers to communication. Overcoming communication barriers Methods for enhancing communication.

20. BSA 500 LAP # 3 - 60 SECONDS • What are the three modes of communication? • What are three barriers to communication? • What are three ways to enhance communication? • What is the most important aspect of communication • for trainers to remember?

21. BSA 500 LAP # 2 - ANSWERS • 1. Three modes of communication: • Verbal • Written • Visual • 2. Barriers to communication: • Physical Distraction Past Experience Language • Physical Disabilities Preconceived Notions • 3. Ways to enhance communication: • Take Notes Repeat Questions Ask Questions • Use Diagrams Ask for Feedback Stay Flexible/Open • Be Role Model Don’t Kill Messenger • 4. Most important aspect of communications for trainers: As a trainer, you are constantly utilizing communication skills. It is important to be aware of the messages you are sending, and confirm they are being received in the way you intended.

22. THERE ARE NO HANDOUTS FOR THIS SESSION