Communication Skills

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