1. Communication Process
Ask in pairs to define communication?
Flip chart responses
What is communication?

2. Communication
Communication is the transferring and understanding of meanings
The best idea, or suggestions, or plans cannot take form without communications
Communication can take many forms:
Oral
Written
Non Verbal
Activity – 3 groups or pairs - what are the different methods in each area – Oral, Written and Non verbal.

3. Communication
Activity – 3 groups - How do the words listed impact on the three communications areas

4. Communication
Explain that not all communication methods are all effective – why is this the case?
Do they use different methods to communicate internally/externally? – discuss responses – move to next slide to recap

5. External and Internal Communications

6. Communication
We spend up to 80 per cent of our conscious hours using four basic communication skills:
Writing Reading Speaking Listening
Listening accounts for more than 50 per cent of that time, so we're actually spending 40 per cent of our conscious time just listening.
On average, people retain only 25 per cent of what they hear.
Discuss the slide – are people surprised? – do we really listen effectively?

7. How can we improve our listening?
Active Listening Techniques
Two techniques that can help us become more competent at active listening are Summarising and Reflecting.
Ask in paris to define the two techniques – feedback to main group.

8. Summarising
This is concerned with the factual side of the message and involves stating back to the speaker the listener's understanding of the information. This should take place at regular intervals and has the advantage of:
Checking understanding
Offering opportunities for clarification
Showing the speaker that you have been listening to what has been said, thus demonstrating your interest
Giving the speaker feedback on how well the message has been expressed
Explain the technique

9. Reflecting
This is like holding a mirror in front of the speaker, reflecting back phrases as you hear them. This increases clarity and lets the speaker know that you are hearing accurately.
You may be reflecting back data or feelings. In the case of the latter, recognition of the speaker's feelings builds empathy between you.
Activity
Explain the technique – activity reflecting sheet.