1. COMMUNICATION SKILLS SUMMARY Health 2014

2. OVERVIEW  Verbal Communication  Non-Verbal Communication  Written Communication  Aggressive Communication  Assertive Communication  Listening  Responding

3.  Expressing a message through voice and speech  Discussion between two individuals or a group of individuals VERBAL COMMUNICATION  Face-to-Face, Phone, Skype  Can spread quickly  Message can be misconstrued

4. NON-VERBAL COMMUNICATION  Process of sending and receiving wordless messages  Sign Language  Emotions & expressions  At times, they say more than verbal/written communication  Eye contact, gestures, posture, body movement

6. WRITTEN COMMUNICATION  Words typed or hand-written to express thoughts & feelings  Letters, Emails, Texting, Articles, Applications & Social Media Posts  Punctuation & Grammar  Clarity  Length  Tone  Knowing your audience

7. AGGRESSIVE COMMUNICATION  Standing up for personal rights, thoughts, feelings, & beliefs in a way that is usually inappropriate and always violates the rights of the other person  Superiority is maintained by putting other down  When threatened you attack  Condescending voice, few hesitations, abrupt, blaming words, firm voice, sarcasm, threats, put downs, sexual/racist remarks, biased opinions  Intruding into another’s space, staring the other person down, gestures, crossing arms, scowling

8. ASSERTIVE COMMUNICATION  Way of communicating feelings, thoughts, and beliefs in an open, honest manner without violating the rights of others  Firm, relaxed voice; fluent, few hesitations, steady even pace, mild tone, sincere and clear, “I” statements, co-operative phrases, distinction between fact & opinion, suggestions, constructive criticisms, seeking other opinions, willingness to explore solutions  Receptive listening, direct eye contact, balanced body stance, open hand movements, smiling when pleased, frowning when angry, steady gestures, relaxed jaw http://www.youtube.com/watch?v=8yIO1_VQF3c

9. LISTENING  To make an effort to hear something; to pay attention in a conversation  Eye contact, hearing verbal communication, noticing non- verbal communication, concentration, focus, patience, not interrupting, silence, empathize with the person

10. RESPONDING  To make a reply in a conversation; answer.  1. Understaanding  2. Clarification  3. Self-Disclosure  4. Questioning  5. Information Giving  Reassurance  Analytical (beyond; analyzing behaviors/feelings)  Advice Giving