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Communication and Listening Skills

Communication and Listening Skills. Mandy Firth and Ant Sutcliffe. The session …. Understand the importance of effective listening and communication Consider the importance of your ‘message’ Provide some space to practise ‘listening’

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Communication and Listening Skills

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  1. Communication and Listening Skills Mandy Firth and Ant Sutcliffe

  2. The session …. • Understand the importance of effective listening and communication • Consider the importance of your ‘message’ • Provide some space to practise ‘listening’ • Increase your confidence and understanding of your role as a SA

  3. Feedback • From SA interviews • Not telling us the obvious! • From visitors at events • Shallow knowledge • Spoke quietly and sounded bored • ‘It’s a room with a bed, what more do you need to know?’ • This is known as the ‘suicide block’

  4. Feedback • Students were relaxed, very friendly, knowledgeable, welcoming and happy to answer all our questions •  Gave unbiased information and were interesting to talk to •  Answered all questions well, always had a smile! • Honest appraisal of life at Keele. Very positive but with a few useful warnings • Excellent and reassuring

  5. Activity 1

  6. When it goes wrong… Introduce yourself to the person sat next to you and talk to them about: • A situation where you have been misunderstood • What was the outcome of being misunderstood? • Can you identify why it happened?

  7. Feedback What have you learnt from your discussions: • Importance of clarity • Knowing your audience • Care with use of jargon and humour • Carelessness can escalate a problem

  8. Activity 2

  9. The message With your neighbour decide on 5 key pieces of information you would need to give when: • selling your house • giving a weather forecast

  10. Feedback Selling house • Location (name of town/city..) • Price • Number of bedrooms/bathrooms • Situation (rural…) • Garden/parking etc. • What else is included Weather forecast • Date • Time • Location • Sun/rain/fog/snow… • Duration

  11. Why do we remember… • Examples Why do you remember: • Practical advice • Right time and place i.e. receptive to the message • Visualise situation, shown how to do something

  12. Activity 3

  13. What message.. You are working at a visit day for applicants • List 3 key pieces of information it would be appropriate to share with the applicants and their parents

  14. What message… You are helping at an event for looked after children, aged 14 • List 3 key pieces of information it would be appropriate to share with these young people

  15. What message… You are working at a learner journey day on campus for Year 5 and 6 (age 9 and 10 year olds) i.e. primary school • What 3 pieces of information would you offer to help them understand educational transitions

  16. Activity 4 Jargon buster - keep it simple

  17. Activity 4 What Keele or higher education ‘jargon’ do we use all the time without realising? e.g. blocks/halls/Lindsay …the block is available on a 37 week let …I’m going over to Lindsay now …living in hall is great (sports hall??? assembly hall???)

  18. Activity 4 electives DKC Fresher Students’ Union modules KPA KeeleSU RSM bursaries major:minor principal ASM alumni Faculty Clearing Graduate ASK seminars tutorials

  19. The importance of non verbal communication

  20. Activity 5

  21. What makes a good listener? • In pairs, 5 minutes each way • Aim to use good listening skills • ‘My hopes and fears for this new role’ • Share your thoughts and feedback to each other using your listening skills

  22. Benefits of active listening • Builds the relationship • Helps person to reflect and explore • Restrains listener • Provides support and challenge • Checks understanding • Focuses attention • Encourages ownership of problem

  23. In summary • Be professional • Know your audience • Know your message • Don’t make assumptions • Be accurate • Ask questions • Use active listening

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