1. Communication Skills – Unit 304

2. Learning Objectives By the end of the end of the session you will 1.Identify and demonstrate effective verbal and non- verbal communication techniques 2.Describe confident, assertive, passive and aggressive behaviours 3.Define and give examples of positive and negative feedback.

3. What is Effective Communication? Communication is the way we exchange thoughts, opinions, facts, information through various methods This can be verbal or written Effective communication is being able to do this successfully

4. Ways we Communicate Reading Writing Body language / Non-verbal Speaking Listening

5. Examples of Appropriate Verbal Communication Ensuring you speak clearly Give clear instructions Use of language, tone – think of the person you are speaking to Polite

6. Examples of Inappropriate Verbal Communication Rude Swearing/offensive language Slang Comments about age/gender etc.

7. Why is Effective Communication Important? Gets our views and opinion across accurately Shows we can listen to others’ points of views Can show how we get on with others Allows us to deal properly with situations Avoids misunderstandings

8. Closed Questions A closed question can be answered with either a single word or a short phrase, usually 'yes' or 'no'. Can I help you with that? Please may I have a piece of that pie? Would you like to go to the cinema tonight? Would you like to find a better supplier?

9. Open Questions Open questions are likely to receive a long answer. They typically begin with the following words: What Why How Where Who

10. Open Questions Examples of open questions. Why is that important to you? How do you feel about that? What did you do on your holiday? Who will you invite to your party? How did you approach working on that project?

11. Which Conveys the Most Communication? Spoken word Tone of voice Body language

12. Movie Script “Oh, its you”. “Yes, I’m back”.

13. Confidence A feeling of emotional security resulting from faith in oneself. Confidence is a firm belief in one's powers, abilities, or capacities.

14. Stress Behaviours In a situation like this the caveman will do one of two things. Stay and fightOr run……….. "Caveman 1" by Margaret A. McIntyre - "The cave boy of the age of stone"[1]. Licensed under Public Domain via Wikimedia Commons

15. Passive Behaviour Afraid to speak up Complies with others Puts self down Submissive Doesn’t get what they want I’m not ok. You’re ok.

16. Aggressive Behaviour Gives their opinions and disregards the views of others Belittles others and is disrespectful Interrupts and talks over others Believes they are right Always gets what they want I’m ok. You’re not ok.

17. Different Thinking I’m ok, you’re ok I’m not ok, you’re ok I’m ok, you’re not ok

18. Assertive Behaviour Believes or acts as if people are equal Is respectful Puts own point of view and listens to the views of others Good relationships with others Compromises I’m ok. You’re ok.

19. How Would you Respond? Your friend rings you at 4 p.m. to ask whether you can babysit for her at 7 p.m. She says it is really important. You often babysit for her and like the children. You are quite tired and have been looking forward to a quiet evening at home watching TV. What do you say?

20. Specific Feedback Give an example of the behaviour You didn’t call me when you arrived, as you said you would What effect did it have? I felt worried because I hadn’t heard from you Future Please could you remember to call next time.

21. Communication Skills – Unit 304