Communications

1. Communications Interpersonal Communications

2. Interpersonal Communication SkillsAgenda • Icebreaker • Welcome and Overview • Communication Process • Types of Communication • Verbal • Non-verbal • Listening • Factors influencing Communication • Parking Lot • Discussion/Evaluation

3. Interpersonal Communication SkillsExercise 1 • Pair participants with someone they don’t know, if possible • Take five minutes to interview each other to learn enough to introduce your partner to the group • Each person introduces their partner to the group

4. Interpersonal Communication Skills • What is communication • A process in which a person, through language,signs and symbols, conveys a message to another person • Comprised of • Sender • Message • Channel • Receiver • Feedback • Barriers

5. Interpersonal Communication Skills • Sender • Language and how you use it • Credibility • Knowledge of content, audience and context • Experience, attitudes and values • Message • Written – words, sentences, paragraphs • Oral – use of voice – tone and pitch • Non-verbal – gestures, facial expressions, eye contact, environment (office set up)

6. Interpersonal Communication Skills • Channel • Verbal – face to face meetings, telephone, video • Written – reports, letters • Receiver • Abilities • Attitudes • Experience • Feedback • Receiver responds in some way • Sender can evaluate effectiveness of message

7. Interpersonal Communication Skills • Barriers • Inappropriate medium or channel • Incorrect grammar, inflammatory words, words that conflict with body language • Technical jargon • Noise • Can occur at any stage • Can be interference from various sources – radio, chatter, etc.

8. Interpersonal Communication SkillsExercise 2 • Discuss barriers to communication process • Brainstorm and discuss some barriers in your workplace or volunteer group

9. Interpersonal Communication SkillsCase study exercise 3 • Exercise • Identify strategies to deal with common communication problems

10. Types of Communication • Verbal • Non-verbal • Listening

11. Types of CommunicationExercise 4 • How we communicate • Role Play

12. How we communicate • Verbal – 7% • Quality and tone of voice – 38% • Visual (non-verbal) 55%

13. Verbal Communication • Speech • Rang e • Pitch • Volum e • Enunciatio n • Pronunciatio n • In fliction • T one

14. Non-verbal communication • Body language • Written communication

15. Non-verbal communication • Appearance/image • Environment

16. Interpreting Non-verbal Behaviour Exercise 5 • Discover what you know about non-verbal language • Think about some non-verbal behaviours that have not been discussed

17. ListeningExercise 6 • Complete the listening skills exercise • Rate your listening skills

18. Types of Listening • Pseudo • Listen to meet some other need • Make people think you are interested • Keep alert to see if you are being rejected • Get some time before your next comment • Pretend to be listening to be polite • Natural to be pseudo listening some times

19. Types of Listening • Active • Listen without barriers (time, emotional) • Listen to the entire message by focusing on verbal and non-verbal message • Listen using your non-verbal communication skills • Listen to the person without interrupting, judging or arguing • Clarify and ask questions or paraphrase

20. Improving Listening through Feedback • Paraphrasing • Perception checking • Describing behaviour • Making “I” statements

21. Paraphrasing • Tests your understanding of communicator’s message • Allows communicator to clarify a misunderstanding • Provides climate where communicator can feel understood • Provides communicator with sense that what they are saying is important

22. Perception Checking • Describe other's feelings or behavior • Indicates to person that you want to understand their feelings • State interpretation of behavior • Ask if interpretations are accurate

23. Describing Behaviour • State what has been observed • Does not judge behaviour • Use it to indicate negative behaviour • Provides non-threatening opening to further communication

24. Making “I” Statements • Use when you want to explain your feelings • Use to reduce level of tension in conflict situation

25. Making “I” Statements • How to make an I statement • -When (description of behaviour, not person), • -I feel (description of the feeling, • -because (tangible or real effect) or how about if (suggestion for change) pushes speaker to define what disturbs him/her

26. Paraphrasing Exercise 7 • Discuss some ways to provide feedback through paraphrasing • Discuss the exercises in manual

27. Giving and Receiving FeedbackExercise 8 • Assign groups • Write your responses • Share responses with group • Select one response to share with large group

28. Ways We CommunicatePublic Speaking Exercise 9 • Discuss public speaking fears • Discuss some strategies to improve public speaking fears

29. Ways We Communicate • Speeches • Presentations • Correspondence/office communication • Telephone • Voice mail • Email • Websites • Blogs • Others?

30. Email PracticesExercise 10 • Discuss advantages and disadvantages of email

31. Factors Influencing Effective Communication • Special needs/accessibility • Environment/setting • Literacy skills • Cultural factors • Email etiquette • Tone • Respect and appropriateness • Gender neutrality • Jargon • Others

32. Communication Blockers • Responses that can block effective communication • Evaluation response • Advise giving response • Topping response • Diagnosing, psychoanalytic response • Prying-questioning response

33. Before moving on… • Parking Lot • Summary • Evaluation

34. Interpersonal Communications • Questions? • Thank you! • See you tomorrow!