1. Effective Communication – Unit 304

2. Learner Journey

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

4. 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

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

6. 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
For example you might have to raise your voice slightly to someone who is hard of hearing but do not shout

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

8. 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

9. 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?

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

11. 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?

12. Which Conveys the Most Communication?
Spoken word
Tone of voice
Body language
Spoken 7%
Tone 35%
Body language 57%

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

14. The Face of the Company
Ocado is an online company and the biggest form of advertisement of the service we provide is through the quirky coloured vans and the first rate customer service from the CSTMs. Word of mouth is what has grown Ocado to become the biggest online retailer in the UK.

15. Dealing with Unhappy Customers - Do
Listen
Repeat
Apologise where relevant
Explain
Resolve
Communicate with your managers if you need assistance.
Keep customers informed
Be honest (without putting the company or other customers in a negative light)

16. Dealing with Unhappy Customers – Don’ts
Argue
Pass the buck
Ignore
Leave unresolved
Take the customers’ behaviour personally
Vent your frustration on social media.

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

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

19. 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.

20. 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.

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

22. 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.

23. 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?

24. 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.

25. Effective Communication – Unit 304