1. Communication

2. Definition of Communication
Webster’s Dictionary defines Communication as the process of conveying information from a sender to a receiver with the use of a medium in which the communicated information is understood the same way by both sender and receiver

3. Communication can be Verbal or Nonverbal
Verbal: Communication where you use your words (language).
Select the right words to express yourself
Be Honest
Say what you really think or feel, but be polite.
Speak for Yourself-Make “I” Statements
Avoid speaking for Others-Don’t assume you know what other think, feel, or want.
Be clear and direct-tone of voice revels your feelings. Don’t send mixed messages.
Be aware of your listener-Check to see that your listener understands what you are saying.
Ask Questions-Ask who, what, where, when, and how questions. These help share thoughts and feelings.

4. Non Verbal Communication
Messages sent without using words
Touching: touching communicates through physical contact. A pat on the back says Good Job.
Personal Space: Your personal space is like an invisible bubble around you. It communicates how you want to relate to others.
Body Language: Look on your face, gestures, and body stance.
Physical Appearance: Your posture and appearance are some of the most powerful forms of nonverbal communication. Your appearance can convey your self image.

5. Importance of Listening
The ability to listen is just as important as the ability to express yourself.
Studies indicate that 60% of communication is spent listening.
Listening isn’t the same as hearing: When you hear you are aware of the words being said. When you listen, you try to understand the message.

6. Listening is Hard
Listening is one of the hardest communication skills to learn. You can improve your listening skills by using the following guidelines:
Give your full attention to the speaker and make eye contact.
Concentrate on what the speaker is saying, not on what you will say next.
Show your interest by leaning toward the speaker and nodding.

7. Improving Listening Skills
Listen for the overall meaning, not just details.
Remember to notice nonverbal cues.
Avoid making quick judgments.
Resist Distractions
Don’t interrupt. Ask questions only when necessary.
Give active feedback to indicate you have understood.

8. Having a Conversation
Conversation is sharing of ideas, thoughts, and feelings.
You must be willing to express yourself and listen to others: It’s a 2 way street.
Each person needs to be able to talk.
Ask questions to draw others into the conversation.
Avoid gossiping (talking about other people and their personal lives).

9. Common Communication Blockers
Insulting: “That is the ugliest shirt I’ve ever seen”
Blaming: “It’s all your fault”
Name Calling: “Do you have to be such a total jerk”
Sarcasm: “Sure---You had no idea I’d mind you taking it without asking”
Threatening: “The next time you try that with me, you’ll be sorry.
Globalizing: “You’re always putting me down.” “You never let me finish what I’m saying”

10. “I” Messages I feel…(name the feeling)
When you….(describe the behavior)
I want….(tell what would make it better for you)

11. Reflective Listening
When the listener mirrors back the thoughts and/or feelings the speaker is experiencing.
“Are you saying …”
“You seem …”
If the listener is wrong then the speaker can restate in a different way.

12. Listening Blocks I must defend my position.
I’m looking for an entrance into the conversation.
I don’t have time to listen to you.
I already know what you have to say.
I know what you should do.

13. Active Listening Ask questions, not with yes, no or one word answers.
Use appropriate eye contact.
Not if understand or ask for clarification.
Don’t cross arms or legs or lean back.
Lean slightly forward.
Facial expressions and tone of voice.
Be honest and sincere.

14. Active Listening Open-ended questions Reflection (paraphrasing)
Closed: Are you feeling bad today?
Open: How are you feeling today?
Reflection (paraphrasing)

15. How Well Do You Listen?