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Communication Skills

Communication Skills. The purpose of this module is to present basic principles of communication and an opportunity for participants to practice effective communication techniques. At the end of this module participants will be able to:. Identify characteristics of effective communication

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Communication Skills

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  1. Communication Skills The purpose of this module is to present basic principles of communication and an opportunity for participants to practice effective communication techniques.

  2. At the end of this module participants will be able to: • Identify characteristics of effective communication • Demonstrate active listening techniques • Demonstrate giving and receiving supportive and corrective feedback

  3. At the end of this module participants will be able to: • Recognize blocks to effective communication • Identify a three-step technique to help in communicating feelings

  4. Content • The Communication Model • Communication Channels • Communication Skills • Blocks to Effective Communication • Communicating Feelings

  5. Communication Sender Channel Message SymbolicNonverbalVerbalWritten Receiver Feedback

  6. Understanding Depends On • Communication skills • Attitudes • Experience • Knowledge

  7. Understanding Depends On • Self-concept • Rights • Responsibilities • Feelings • Assessment of what is valuable or worthwhile

  8. Communication will be effective when the sender and receiver feel positive and respectful of each other

  9. Communication Channels • Symbolically • Nonverbally • Verbally • Written • Electronically

  10. Effective Sending • Self-awareness of thoughts and feelings • Freedom of expression • Awareness of the listener

  11. Active Listening Behaviors • No interruptions • Body language conveys interest • Eye contact • Restating sender’s words

  12. Active Listening Behaviors • Encouragement • Open-ended questions • Clarification • Summarizing • Being non-judgmental

  13. Active Listening Suggestions • Be fully accessible • Be aware of own feelings • Maintain self-esteem of others

  14. Active Listening Suggestions • Acknowledge feelings with empathy • Check for understanding • Make suggestions about the process

  15. K eep I t S imple and S pecific C larify L isten E ncourage A cknowledge R eflect Acronyms

  16. Supportive Reinforce an effective and desirable behavior Corrective Change an undesirable behavior Types of Feedback

  17. Performance Review • Clear criteria for success • Assessment of performance • Reasons for success or failure • How to improve

  18. Giving Feedback • Focus on behavior • Make comments specific • who • what • where • when

  19. Giving Feedback • Focus on behavior that can be changed • Be timely • Acknowledge discomfort • Express appreciation

  20. Receiving Feedback • Actively listen and clarify • Give feedback serious consideration • Notice defensiveness

  21. Receiving Feedback • Summarize feedback • Communicate need for help • Express appreciation

  22. Blocks to Communication • Evaluating • Advice-giving • Discounting • Diagnosing or being psychoanalytical

  23. Blocks to Communication • Prying • Warning, admonishing, commanding • Lecturing • Devaluing

  24. Communicating Feelings Step One: Focus on Feelings Ask, “What am I feeling?”

  25. Communicating Feelings Step Two: Focus on behaviors that generate the feelings Ask, “what behaviors are causing this feeling?”

  26. Communicating Feelings Step Three: Focus on possible responses and choose one

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