Communication Skills

1. Module 3 3–1 Communication Skills Module 3

2. Module 3 3–18 Learning Objectives Given a participative lecture, participants will identify characteristics of effective listening skills Through a group activity and a large group discussion, participants will identify the barriers to active listening

3. Module 3 3–18 Learning Objectives Through a group activity and given a participative lecture, participants will explain the importance of effective listening in providing high-quality customer service Through an individual activity and participative lecture, participants will identify the strengths and weaknesses in their listening styles

4. Module 3 3–18 Listening “Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell

5. Module 3 3–18 Listening Facts 10% = 55% = 35% = 10% is Content; 90% is Intent