1. The way in which we send and receive messages.
Communication
The way in which we send and receive messages.

2. 3 Basic Communication Skills
Speaking
Listening
Body Language

3. Speaking
Verbal communication that refers to the specific words and tones that we use when we speak.

4. 3 Types of Verbal Communication
Passive: Holding back of ideas, opinions and feelings
Aggressive: Use of words and actions that disrespect others
Assertive: Honest expression

5. YIKES!
Given all this listening we do, you would think we’d be good at it! In fact we’re not. In actuality, we remember a dismal 25-50% of what we hear.
That means that when you talk to another person for 10 minutes, they only really hear 2½-5 minutes of the conversation.

6. Willing to listen, not to judge and see other viewpoints.
Open Mind
Willing to listen, not to judge and see other viewpoints.

7. Selective Listening (AKA Selective Hearing)
Hearing only what you want to hear.

8. Active Listening
Really paying attention to what someone is saying and/or feeling.

9. Techniques For Active Listening
Reflective: You rephrase or summarize what the other person has said
Clarifying: You ask the person how he/she feels or thinks about the situation being discussed
Encouraging: You give signals that you are really interested and involved
Empathizing: You are able to imagine and understand how someone feels.

10. Body Language
Non-Verbal form of communication through gestures, facial expressions and behaviors

11. Mixed Messages
When your VERBAL and NON-VERBAL communication DO NOT match.
This leads to confusion!