1. Empowering People Effective communicators

2. We provide tailored services to meet organisational and individual needs. Training & Capacity Building Nationally Recognised Quality Standards Bespoke Support & Facilitation Research

3. Aim of the Session Introduce basic communication skills to enhance effective communication when promoting and carrying out the work of the organisation.

4. Promoting the work and activities of EDS UK One to One Communication: members/vols/staff Managing Group Sessions Communication

5. The Plan of Action! Promotional message - We are great! Effective communication »Body language and tone of voice »Effective explaining »Question Styles »Use of silence »Constructive feedback »Body space »Managing issues in a group »Being Assertive

6. Ground rules for the session Timekeeping Respect Confidentiality Safe Learning Environment Participation Flexibility Phones

7. Name Role/Location Three words to describe EDS UK

8. Communication

9. Why choose EDS UK? ORGANISATIONSERVICES/VOLUNTEERING BRANDPRODUCT What’s so good about your brand and product? Why should I believe in your brand? Why should I select a particular product from you?

10. What’s so great!

11. Need of organisation, community or client Volunteer role description Recruitment method Medium of contact Potential Volunteers/ Donors/ Members Target group “MESSAGE” IMAGE Promoting EDS Fundraising Event Plan Support Group Agenda/Plan

12. Relaxed Family Atmosphere Superb Value for Money Extensive Range of Local French Dishes Extensive Wine List Friendly French Staff Pierre’s Please feel free to drop in or phone if you want further details.

13. PIERRE’S EATERS URGENTLY NEEDED Pierre’s restaurant has loads of French food and free tables. Help support a local business. Come and eat at Pierre’s. We need you! If interested contact Pierre or call in on your way past Address/ Telephone

14. The needs/problem/client group. What the org is trying to do…. What the volunteer/potential donor do to help etc. Eg provide all materials, you collect the money, give receipts, training and support provided UK profile, shows you’re forward thinking, meet new people, gain new skills and experience How to get in touch. THE SOLUTION RELIEVE FEARS BENEFITS NEXT STEP THE NEED Get your message across

15. EDS UK, a charity raising awareness of Ehlers-Danlos Syndrome, supporting people & research. Support, advise and inform those living with Ehlers-Danlos syndrome. We aim to help them live a full, active and positive life.

16. Promoting the work and activities of EDS UK One to One Communication: members/vols/staff Managing Group Sessions Communication

17. TALK

18. Face to Face Communication  Words  Tone of Voice/paralinguistic/way words are said.  Facial Expression HOW DO WE CONVEY MEANING? Professor Albert Mehrabian's Communications Model

19. Eye movements Body posture Facial expressions Head and facial movements Personal habits

20. Receiver Responds What could prevent effective communication? Sender Sender Encodes Message Received Receiver Decodes Model of Communication

21. Body Language.. ‘….facial expressions, eye behaviour, gestures, posture, and the like. Body language expresses emotions, feelings, and attitudes, sometimes even contradicting the messages conveyed by spoken language.’ Kinesics, the scientific study of body language, was pioneered by the anthropologist Ray L. Birdwhistell, who wrote Introduction to Kinesics (1952).

22. Verbal Communication Vocal qualitytone, mumbling, loud/soft, fast/slow, Content Know your audience. Use of jargon Know what you want to say Keep it simple, summarise – check others understand

23. The Chinese character ‘to listen’ recognises that many aspects are important in the skill of listening. Undivided attention You Eyes Heart Ear

24. Asking Questions How? What? Who? When? Why? Requires more than YES or NO answer Open Question Leading Question These suggest that a particular answer is required and particular values should be held. Closed question YES or NO answer Multiple questions Several questions asked at same time.

25. Positive Constructive to make it better Positive - overall comment Feedback

26. Explaining Rules: 1 Give a step by step explanation. 2Clear language - no jargon. 3Summarise the explanation. 4Allow discussion & questions. 5Keep it concise. 6 Remember ‘Tell them’ rule.

27. Tell them what you are going to tell them. Tell them. Tell them what you have told them.

28. I hear and I forget, I see and I remember, I do and I understand.

29. Promoting the work and activities of EDS UK One to One Communication: members/vols/staff Managing Group Sessions Communication

31. ASSERTIVENESS “The capacity to express our ideas, opinions or feelings openly and directly without putting down ourselves or others.” Turner Developing Interpersonal Skills. Dec 1983

32. AGGRESSIVE PASSIVE ASSERTIVE BEHAVIOURS

33. AGGRESSIVE Non – Verbal signals  Shouting  Loud Voice  Pointing Finger  Folded Arms  Still Posture Key words and sentences  You’d better  If you don’t  Watch out  Stupid  You!

34. PASSIVE Non – Verbal signals  Whining voice  Clenched, wringing hands  Shuffling feet  Downcast eyes  Stoop Key words and sentences  Maybe  I guess  I wonder  Would you mind very much if….  Excuse me but  I hope you don’t mind

35. ASSERTIVE Non – Verbal signals  Calm and controlled voice  Relaxed posture  Direct eye contact  Upright posture Key words and sentences  I think  I feel  I want  Lets!  How can we resolve this?  What do you think?  What do you see?

36. The Plan of Action! Promotional message - We are great! Effective communication »Body language and tone of voice »Effective explaining »Question Styles »Use of silence »Constructive feedback »Body space »Managing issues in a group »Being Assertive

37. Aim of the Session Introduce basic communication skills to enhance effective communication when promoting and carrying out the work of the organisation.

38. 1. CLARIFY BEHAVIOUR & CONSEQUENCES 3. IDENTIFY MOTIVATION TO CHANGE - BENEFITS 4. AGREE WHAT NEEDS TO CHANGE 5. OPPORTUNITY TO CARRY OUT NEW BEHAVIOUR 6. PRAISE /FURTHER ACTION Through supervision meetings…. 2. IDENTIFY BLOCKAGES TO SATISFACTORY PERFORMANCE Dealing with problems

39. This training has been designed by Volunteer Now Enterprises Ltd – Reasonable precautions have been taken to ensure information in this training is accurate. However it is not intended to be legally comprehensive; it is designed to give guidance in good faith without accepting liability. If relevant, we therefore recommend you to take appropriate professional advice before taking any action on matter covered herein. These materials are copyright to Volunteer Now Enterprises Ltd and may not be reproduced for any purpose without the express permission of Volunteer Now Enterprises Ltd