1. Communication Skills – Unit 304

2. Learning Objectives By the end of the end of the session you will 1. Identify and demonstrate effective verbal and non- verbal communication techniques 2. Describe assertive, passive and aggressive behaviours 3. Define and give examples of positive and negative feedback.

3. 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.

4. Ways we Communicate Reading Writing Body language / Non-verbal Speaking Listening Reading & Writing Body Language Non-Verbal Speaking Listening

5. Examples of Appropriate Verbal Communication Use the right language and tone Be polite Speak clearly Give clear instructions Think of the person you are speaking to

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

7. 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

8. 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?”

9. Open Questions Open questions are likely to receive a long answer. They typically begin with the following words:

10. 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?

11. Use of Closed Questions Closed questions are: Easy to answer Quick to answer They: Give you the facts Keep control of the conversation with the questioner

12. Use of Open Questions Open questions: Ask the person answering to think and reflect Encourage opinions and feelings Give control of the conversation to the person answering Encourage further questions

13. Which Conveys the Most Communication? Spoken word Tone of voice Body language

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

15. Which Conveys the Most Communication? Spoken word Tone of voice Body language 7% 38% 55%

16. Confidence Confidence is about having faith in yourself to feel emotionally secure. If you are confident you will believe in your power, ability and what you can do.

17. Stress Behaviours In a situation like this the caveman will do one of two things. Stay and Fight? Run?

18. 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.

19. 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

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

21. 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

22. 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, but you are quite tired and have been looking forward to a quiet evening at home watching TV. What do you say?

23. 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.

24. Communication Skills – Unit 304