Enhancing Communication: Methods, Listening, and Seeking Advice

This presentation provides an overview of effective communication, covering verbal and non-verbal methods, active listening skills, and strategies for clear, respectful, and non-judgmental communication. It emphasizes the importance of understanding the communication process, including the roles of the sender and receiver, and identifies common barriers such as language, noise, and cultural differences. The presentation also explores the significance of personal presentation, the communication equation (tone of voice, facial expression, etc.), and individual and cultural differences in communication styles. Furthermore, it highlights the importance of group processes in communication, emphasizing the need for observing non-verbal cues, active listening, and clarifying information. Finally, it addresses constraints on communication, such as legal obligations, anti-discrimination policies, privacy laws, and organizational codes of conduct. Desklib offers a variety of study tools and solved assignments to further assist students in mastering these concepts.

Introduction to Effective
communication

Objectives
q To consider verbal and non-verbal communication methods
q To understand and practise effective listening skills
q To communicate in clear, respectful and non-judgemental ways
q To know when to seek advice

What is
Communication?
• What does it mean to you?
• The process of communication is what allows us to interact
with other people; without it, we would be unable to share
knowledge or experiences with anything outside of ourselves.
Common forms of communication include speaking, writing,
gestures, touch and broadcasting. • Wikipedia definition

Verbal vs Non Verbal
• Can we communicate without words?
• Voice attributes
• What are they and how do they affect communication?
• Physical attributes
• What could be considered here and how do they affect communication?
• The power of touch
• What and when is OK?
• Which is better, verbal or non verbal?

Personal
Presentation
• Does personal presentation make a difference to the way we
are perceived?
• Does it matter?
• What can we do about it - do we have to look bland and
boring?
• What if our organisation has a dress code?

The Communication Equation
• What you hear
• Tone of voice
• Vocal clarity
• Verbal expressiveness 40% of the message
• What you see or feel
• Facial expression
• Dress and grooming
• Posture
• Eye contact
• Touch
• Gesture 50% of the message
• WORDS … 10% of the message!

Understanding Communication
• We are going to consider:
• The 2-Way communication process
• Effective communication skills
• Barriers to effective communication

Communication is a 2-way process
• Communication skills involve:
• Listening to others (Receiving) message
• Asserting/ Expressing (Sending)
• Barriers to communication can lead to misunderstanding and
confusion
sender
receiver
sender
receiver
values and attitudes
“generation gap”
Cultural differences
language
noise
hearing

Effective Communication Skills
Effective
Communication skills
Eye contact & visible mouth
Body language
Silence
Checking
for understanding
Smiling face
Summarising
what has been said
Encouragement
to continue
Some questions

Barriers to Effective Communication
Barriers to
effective
communication
Language
NoiseTime
DistractionsOther people
Put downsToo many questions
Distance
Discomfort
with the topic Disability
Lack of interest

The Art of Listening
• “If we were supposed to talk more than listen, we would have
been given two mouths and one ear.”
• Mark Twain

Listening Skills
• Active Listening
• Responding
• Paraphrasing
• Asking questions for clarification
• Mirroring the other person’s language

Responding
• Responses to check that your perceptions are correct
• Responses to encourage further communication

Questioning Techniques
• Open ended and Closed questions
• Diverse Questioning techniques

Individual Differences
• What individual factors could affect the way a person “sends”
or “receives” a message?
• Is gender/ age a factor?
• How can we adapt if :-
• we have a problem ourselves or
• the other person seems to have a problem?

Cultural Diversity
• What do we know about the communication styles of different
cultures?
• Consider verbal and non verbal, including dress constraints,
language difficulties, taboos.

Group Processes
• In groups there are obviously more people, so good communication
skills are paramount.
• Be mindful to practise:
Observing non verbal cues
Listening, responding, clarifying, paraphrasing and summarising
Identifying barriers to communication
Remember, silence is golden
AND
No one is perfect!

Constraints on Communication
• Legal Obligations
• Anti Discrimination
• Privacy Laws
• Code of Conduct of Organisation
• Confidentiality and Gossip
• Seeking Advice