1. Objectives Learn the: Learn the: Purposes of communication Purposes of communication Components of communication Components of communication Importance of listening skills Importance of listening skills

2. Work Readiness Program Communication

3. Definition of Communication “Transmitting information either verbally or in writing.” (May include other forms of symbols.)

4. Purposes of Communication Social Social Informational Informational Expressive Expressive Persuasive Persuasive

5. Components of Communication Our words Our words Our tone of voice Our tone of voice Our body “language” or movements Our body “language” or movements

6. Key to Communication LISTENING: An active process that requires energy and takes practice.

7. Benefits & Rewards of Listening Fosters mutual respect & good communication. Fosters mutual respect & good communication. Promotes cooperation & support. Promotes cooperation & support. Reduces tension & stress. Reduces tension & stress. Stimulates group & team solidarity. Stimulates group & team solidarity. Encourages the surfacing of real issues. Encourages the surfacing of real issues. Provides more accurate information. Provides more accurate information. Promotes a better understanding of others. Promotes a better understanding of others. Facilitates self-discovery. Facilitates self-discovery. Leads to better decision making & problem solving. Leads to better decision making & problem solving.

8. Risks of Listening Makes us more vulnerable to the deeper concerns & problems of others. Makes us more vulnerable to the deeper concerns & problems of others. Increases risk that we may see ourselves as other see us. Increases risk that we may see ourselves as other see us. Increases the risk of hearing criticism. Increases the risk of hearing criticism. We might be changed by what we hear. We might be changed by what we hear. Our listening may be unappreciated, if not exploited by others. Our listening may be unappreciated, if not exploited by others.

9. Tips to Improve Your Listening Become aware of your own listening habits. Become aware of your own listening habits. Share responsibility for two-way communication. Share responsibility for two-way communication. Be physically attentive. Be physically attentive. Concentrate on what the speaker is saying. Concentrate on what the speaker is saying. Listen for the total meaning, feelings as well as information. Listen for the total meaning, feelings as well as information. Observe non-verbal signs. Observe non-verbal signs. Adopt an accepting attitude toward the speaker. Adopt an accepting attitude toward the speaker. Express empathetic understanding. Express empathetic understanding. Listen to yourself. Listen to yourself. Take appropriate actions. Take appropriate actions.

10. What to Avoid While Listening Don’t mistake not talking for listening. Don’t mistake not talking for listening. Don’t “fact” listen. Don’t “fact” listen. Don’t interrupt needlessly. Don’t interrupt needlessly. Don’t pass judgment too quickly. Don’t pass judgment too quickly. Don’t argue to prove you are right for “ego” sake. Don’t argue to prove you are right for “ego” sake. Don’t ask too many questions. Don’t ask too many questions. Don’t ever tell a speaker, “I know exactly how you feel.” Don’t ever tell a speaker, “I know exactly how you feel.” Don’t over react to emotional words. Don’t over react to emotional words. Don’t give advice unless it is requested. Don’t give advice unless it is requested. Don’t use listening as a way of hiding yourself. Don’t use listening as a way of hiding yourself.

11. How Did You Say It? Some major areas of non-verbal behaviors to consider: Some major areas of non-verbal behaviors to consider: Eye Contact Eye Contact Facial Expressions Facial Expressions Gestures Gestures Posture and Body Orientation Posture and Body Orientation Proximity Proximity Para linguistics Para linguistics Humor Humor

12. Proximity & “Personal Space” Intimate Distance: Roughly within 18” of another person. This is appropriate for intimate behavior or with friends and/or family. Intimate Distance: Roughly within 18” of another person. This is appropriate for intimate behavior or with friends and/or family. Personal Distance: 1-1/2’ to 4’. This is normal for conversation between friends with or without touching. Personal Distance: 1-1/2’ to 4’. This is normal for conversation between friends with or without touching.

13. Proximity & “Personal Space” Social Distance: 4’ to 12’. Appropriate for informal and social business transactions with more formal business transactions at the upper range. Social Distance: 4’ to 12’. Appropriate for informal and social business transactions with more formal business transactions at the upper range. Public Distance: 12’ and beyond. Used for casual greetings and acknowledgement. Public Distance: 12’ and beyond. Used for casual greetings and acknowledgement.

14. Para-linguistics: a facet of non-verbal communication which includes vocal “elements.” Tone Tone Pitch Pitch Rhythm Rhythm Loudness Loudness Inflection Inflection

15. Humor!!! Often overlooked, humor can be a very effective communication tool. Laughter releases stress and tension, allows for a more relaxed interchange of ideas, and facilitates learning. It is also known to exercise our inner organs! BE CAREFUL

16. Roadblocks to Communication Distractions such as interruptions, noises, cross conversation, phones, poor lighting, people moving around, et al. Distractions such as interruptions, noises, cross conversation, phones, poor lighting, people moving around, et al. Trigger words that provoke a negative response & lead away from the focus. These are usually personal in nature. Trigger words that provoke a negative response & lead away from the focus. These are usually personal in nature. Vocabulary & speaker’s habits that include an unfamiliarity with usage of words, accents, technical jargon &/or speech patterns. Vocabulary & speaker’s habits that include an unfamiliarity with usage of words, accents, technical jargon &/or speech patterns.

17. Roadblocks to Communication Listless or indifferent responses such as blank expression, no questions or reactions. Listless or indifferent responses such as blank expression, no questions or reactions. Writing down everything, note taking, no attention to speaker. Writing down everything, note taking, no attention to speaker. Limited attention span, closed-minded, no interest or a dislike of the speaker. Limited attention span, closed-minded, no interest or a dislike of the speaker. Preoccupation with self, judgmental, too busy talking. Preoccupation with self, judgmental, too busy talking.

18. The “Dirty Dozen” Ordering, Directing & Commanding: telling others what/how to do something Ordering, Directing & Commanding: telling others what/how to do something Warning, Threatening or Promising: threatening consequences or rewards Warning, Threatening or Promising: threatening consequences or rewards Moralizing, Preaching and “Shoulds/Oughts” Moralizing, Preaching and “Shoulds/Oughts” Lecturing, Teaching, Giving “Logical Arguments” Lecturing, Teaching, Giving “Logical Arguments” Judging, Criticizing, Disagreeing, Planning Judging, Criticizing, Disagreeing, Planning Name-Calling, Stereotyping, Shaming Name-Calling, Stereotyping, Shaming

19. The Dirty Dozen Praising and Agreeing Praising and Agreeing Interpreting, Analyzing and Diagnosing Interpreting, Analyzing and Diagnosing Pressuring, Consoling and/or Supporting Pressuring, Consoling and/or Supporting Advising, Giving Suggestions or Solutions Advising, Giving Suggestions or Solutions Probing, Questioning and Interrogating Probing, Questioning and Interrogating Withdrawing, Distracting and/or Humoring. Withdrawing, Distracting and/or Humoring.

20. So, What’s Left? (Or Right?!!) RESPECT RESPECT APPROPRIATE ATTIRE APPROPRIATE ATTIRE APPEARANCE APPEARANCE PERSONAL HYGIENE PERSONAL HYGIENE REPHRASING REPHRASING “I” STATEMENTS “I” STATEMENTS

21. SUMMARY Studies show that about 50% of communicating time is spent listening. We remember about one- half of what is heard; eight hours later, we have forgotten half of that. Studies show that about 50% of communicating time is spent listening. We remember about one- half of what is heard; eight hours later, we have forgotten half of that. We retain about one-fourth of what we hear! We retain about one-fourth of what we hear! Memory is remembering what we hear, see or read. It is the difference between not listening, not paying attention, or truly forgetting. All can be improved with conscious effort. Memory is remembering what we hear, see or read. It is the difference between not listening, not paying attention, or truly forgetting. All can be improved with conscious effort.

22. QUESTIONS?

23. Disclaimer This workforce solution was funded by a grant awarded under the President’s Community-Based Job Training Grants as implemented by the U.S. Department of Labor’s Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. This solution is copyrighted by the institution that created it. Internal use by an organization and/or personal use by an individual for non-commercial purposes is permissible. All other uses require the prior authorization of the copyright owner. This workforce solution was funded by a grant awarded under the President’s Community-Based Job Training Grants as implemented by the U.S. Department of Labor’s Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. This solution is copyrighted by the institution that created it. Internal use by an organization and/or personal use by an individual for non-commercial purposes is permissible. All other uses require the prior authorization of the copyright owner.