1. COMMUNICATION

2.  Communication consists of a person sending a message and another person receiving the message.  The purpose of communication is to ensure that the person receiving the information understands the message exactly as it was intended when transmitted by the person sending the information.

3. Levels of Communication CONTENT  The CONTENT is the first level  The FEELINGS that accompany the words are the second level  The third level is the INTENT of the speaker - the real message

4. Effective Communication Strategies  Listen to what the person has to say before you talk  Listen attentively and actively  Show you are attending  Acknowledge and allow negative feelings  Deal with feelings first

5. Effective Communication Strategies  Avoid giving advice unless asked for it  Reflect back what being said to you in clear terms  Convey respect  Remember everyone is doing the best they can

6. Video Activity

7. Three Aspects of Communication  Attending  Reacting  Responding

8. Attending “Remember that you have two ears and one mouth and use them accordingly” James Lundy

9. Attending  Listening is critical in communication  Listening is attending to and accurately comprehending what is said  Listening is an active process that demands our full attention

10. Obstacles to listening  Formulating your questions or statement while the other person is talking  Having spare time to think even when you listen  Getting off task due to an emotional reaction to certain “hot” words

11. Obstacles to listening  Listening for a while and then “tuning out”  Being distracted by extraneous details

12. Reaction Process  Identify biases, values beliefs  Evaluate how they effect our reactions  Determine how to respond

13. Actions Beliefs Conclusions Assumptions Meanings Select data Observable data and experiences The Ladder of Inference Or, Why we develop misunderstandings

14. Responding  Opening the door Feelings are ignored  Closing the door Facts are emphasized Encourage the person to clarify the problem Invite the person to talk about the issue.

15. Responding Strategies  Paraphrasing  Questioning  Summarizing

16. Check off each time one of the following Responding Strategies is used: Paraphrasing Questioning Summarizing Activity : Role Play Checklist

17. At the end of the role play check all the effective communication skills the communicator demonstrated:  Listened to other person before speaking  Listened attentively and actively.  Gave eye contact.  Acknowledged and allowed negative feelings  Dealt with feelings first, then with the content  Avoided giving advice unless asked for it  Reflected back what is said in clear terms  Conveyed respect