Mastering Communication Skills: Strategies for Effective Interactions

1. Developing Communication Skills Chapter 5

2. The Communication Process 5:1

3. Communication • Communication is an exchange of information between two or more people • Sender – transmits or sends the message • Receiver – hears and interprets the message • Feedback – a sign back to the sender that the message is understood • Shared meaning – good communication occurs when the sender of the message and the receiver both have the same understanding of the message

4. Types of Communication • Nonverbal communication – send and receiving messages without using words • Facial expressions, body language, eye contact, and gestures • Verbal communication – the use of words to send and receive message • Speaking and writing • The way you use both nonverbal and verbal communication affects the message you send and receive

5. Body Language • Common form of nonverbal communication through body movement • You can express their thoughts, feelings and emotions • Your culture, background and past experiences can influence how you interpret body language.

6. Body Language • Facial Expression – can communicate a wide range of emotions to others • Direct eye contact helps convey a massage that you care and are interested in what a person has to say • Gestures helps emphasize their spoken words • Body Motions the way you sit, stand, or walk while communicating • Sitting forward in a chair shows you are alert and listening • A firm handshake sends a message of friendliness

7. Verbal Communication Skills • Your environment influences the words you uses and the way you use them to express yourself • Word meaning may vary from one part of the country to another, or from one culture to another • Your tone of voice can also change the meaning of what you say

8. I-Statement • Use an I-Statement to express your thoughts, feelings, and ideas can help you speak for yourself-from your point of view • Responsibility and control over what you communicate to others

9. Types of I-Statement • Descriptive • Used to report what you have seen or heard • Describe information taken in through your sense • Thought • Starts with words such as “I think”, “I wonder”, or “I believe • Tell others how you interpret what you have seen or head

10. Types of I-Statement • Feeling • Lets others know how you feel • Intention • Let others know what you want to do • Start with words such as “I want” or “I wish” • Action • Let other know what your are doing now, have done in the past, or will do in the future • Use action verbs

11. Self-Awareness Circle

12. You-Statement • You-statements attack the person, not the problem blame the other people • The receiver responds in the defensive manner

13. Receiving Message • Communication is a two-way process. You must be able to speak and listen well. • Listening happens in two parts • First taking in the message • Second interpreting the message

14. Listening Skill • Passive Listening – hearing words without always listening for meaning • Active Listening – you give the sender some type of sign you are listening • Checking out – using questions to clarify a message • Reflecting – indicates active listening • Repeat in your words what you thing has been said • Silence provides time for both people to think about what was said

15. Factors Affecting Communication 5:2

16. Your Self-Esteem • People with low self-esteem send and interpret messages differently form those with high self-esteem • People with low self-esteem have more problems communication effectively • Talking with a caring person who is a good listener can build confidence and improve communication skills

17. Negative Communication Patterns • Lying • Blaming • Placating • Distracting • As self-esteem increases, so does the ability to communicate clearly

18. Your Emotional State • When you are calm you will have greater success at communicating a message others will understand

19. Your Environment • The environment in which you communicate can affect the communication process

20. Communication Barriers • Low self-esteem • Intense emotions • Noisy environments • Closed minds • Prejudices – when a person forms opinions about other without knowledge or facts

21. How to be a better speaker or listener • Keep an open mind • Avoid mixed message • Overcome prejudice of others by asking questions and getting all the facts before forming on opinion • Practice active listen when other speak

22. Skills for Conflict Resolution 5:3

23. Conflict • Conflict occurs when any two people disagree on some issue. • Some conflict is a normal part of most relationshiops

24. Resolving Conflict • Conflict resolution is one skill that can help you resolve conflicts in a positive way • Guidelines for Resolving Conflicts • Bring the conflict into the open as soon as possible • Stay calm. Speak with a moderate tone and at a moderate pace • Keep you emotions under control

25. Steps to Resolving Conflict • Identify the problem • Identify who Owns the problem • If it only bothers one person they own it, if it bothers both they jointly own it • Accept Ownership of the Problem • Solve the Problem • If jointly owned you will need to use negotiation • Negotiation – a communication process in which people alternate between sending and receiving messages