COMMUNICATION SKILLS SUMMARY Health 2014
OVERVIEW Verbal Communication Non-Verbal Communication Written Communication Aggressive Communication Assertive Communication Listening Responding
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
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
WRITTEN COMMUNICATION Words typed or hand-written to express thoughts & feelings Letters, s, Texting, Articles, Applications & Social Media Posts Punctuation & Grammar Clarity Length Tone Knowing your audience
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
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
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
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