Effective Communication – Unit 304

Learner Journey

Learning Objectives By the end of the end of the session you will Identify and demonstrate effective verbal and non-verbal communication techniques Describe confident, assertive, passive and aggressive behaviours Define and give examples of positive and negative feedback.

What is Effective Communication? Communication is the way we exchange thoughts, opinions, facts, information through various methods This can be verbal or written Effective communication is being able to do this successfully

Ways we Communicate Reading Writing Body language / Non-verbal Speaking Listening

Examples of Appropriate Verbal Communication Ensuring you speak clearly Give clear instructions Use of language, tone – think of the person you are speaking to Polite For example you might have to raise your voice slightly to someone who is hard of hearing but do not shout

Examples of Inappropriate Verbal Communication Rude Swearing/offensive language Slang Comments about age/gender etc.

Why is Effective Communication Important? Gets our views and opinion across accurately Shows we can listen to others’ points of views Can show how we get on with others Allows us to deal properly with situations Avoids misunderstandings

Closed Questions A closed question can be answered with either a single word or a short phrase, usually 'yes' or 'no'. Can I help you with that? Please may I have a piece of that pie? Would you like to go to the cinema tonight? Would you like to find a better supplier?

Open Questions Open questions are likely to receive a long answer. They typically begin with the following words: What Why How Where Who

Open Questions Examples of open questions. Why is that important to you? How do you feel about that? What did you do on your holiday? Who will you invite to your party? How did you approach working on that project?

Which Conveys the Most Communication? Spoken word Tone of voice Body language Spoken 7% Tone 35% Body language 57%

“Oh, its you”. “Yes, I’m back”. Movie Script “Oh, its you”. “Yes, I’m back”.

The Face of the Company Ocado is an online company and the biggest form of advertisement of the service we provide is through the quirky coloured vans and the first rate customer service from the CSTMs. Word of mouth is what has grown Ocado to become the biggest online retailer in the UK.

Dealing with Unhappy Customers - Do Listen Repeat Apologise where relevant Explain Resolve Communicate with your managers if you need assistance. Keep customers informed Be honest (without putting the company or other customers in a negative light)

Dealing with Unhappy Customers – Don’ts Argue Pass the buck Ignore Leave unresolved Take the customers’ behaviour personally Vent your frustration on social media.

Confidence A feeling of emotional security resulting from faith in oneself.   Confidence is a firm belief in one's powers, abilities, or capacities.

Stress Behaviours In a situation like this the caveman will do one of two things. Stay and fight Or run……….. "Caveman 1" by Margaret A. McIntyre - "The cave boy of the age of stone"[1]. Licensed under Public Domain via Wikimedia Commons

Passive Behaviour Afraid to speak up Complies with others Puts self down Submissive Doesn’t get what they want I’m not ok. You’re ok.

Aggressive Behaviour Gives their opinions and disregards the views of others Belittles others and is disrespectful Interrupts and talks over others Believes they are right Always gets what they want I’m ok. You’re not ok.

Different Thinking I’m ok, you’re ok I’m not ok, you’re ok I’m ok, you’re not ok

Assertive Behaviour Believes or acts as if people are equal Is respectful Puts own point of view and listens to the views of others Good relationships with others Compromises I’m ok. You’re ok.

How Would you Respond? Your friend rings you at 4 p.m. to ask whether you can babysit for her at 7 p.m. She says it is really important. You often babysit for her and like the children. You are quite tired and have been looking forward to a quiet evening at home watching TV. What do you say?

Specific Feedback Give an example of the behaviour You didn’t call me when you arrived, as you said you would What effect did it have? I felt worried because I hadn’t heard from you Future Please could you remember to call next time.

Effective Communication – Unit 304