1. Eye contact and smiling It is expected to give eye contact when talking to others However…. A fixed stare = Looking away = Avoidance =

2. Body language (p77) Verbal and non-verbal communication. Facial expressions. Body postures. Muscle tension. Gestures. Touch.

3. Tone of voice How we speak can affect communication –not just what we say. Anger = Complaining= Friendly= Depression = Submissive =

4. Pace of speech If we speak too quickly then people can’t understand what we are saying If we speak too slowly then people try to finish our sentences for us and are not really listening!

5. Summary is when you focus on the main points of a presentation or session in order to highlight them. Summarising concludes a wide range of information- by putting it in your own words. Summary - Focusing on the Main Points

6. Empathising is a skill Empathising is achieved by actively listening, but putting yourself in “someone else's shoes” E.g. accepting that an elderly person might believe in a god and try to see why she might be scared to die, even if you don’t have faith!