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Communicati on Skills Chapter 4 Objective Define verbal and non verbal communication Distinguish between “I” messages and “you” messages Explain how tone, body language, and image send messages to others. Demonstrate active listening skills. Give guidelines for communicating by phone and in writing. Key Terms Communication Verbal Communication Nonverbal Communication “I” messages Body language Eye contact Mixed Message Assertive Aggressive Passive Active Listening Feedback Communication Process Communication-process of sending and receiving messages between two people Verbal communication-sending messages with words. Nonverbal communication-sending messages without words. Barriers to Communication Misunderstanding Poor and unclear messages listening skills Language and culture Messages you send Body language Send “I” message Use the right tone Avoid mixed messages Time and place Communication styles Send “I” Message Statement that allows you to say how you feel Has three parts 1. I feel . . . . 2. When you . . . . 3. because . . . . Use the right tone Is the way a person says something Body language Non-verbal Posture Facial expression Gestures Eye contact Way of moving Avoid mixed messages When you say one thing but your body language says another. Time and Place Know when and where to communicate. It may be beneficial to wait to speak your mind. Avoid times when your emotions may hinder your ability to communicate effectively. Communication Styles Assertive – express your ideas and opinions firmly and with confidence. Aggressive Passive – overly forceful and pushy. – keep their opinions to themselves and give in to the influence of others. The messages you receive Dealing with criticism – spoken or written opinions that point out someone’s shortcomings. Keep an open mind Ignore what is spiteful or inaccurate Focus on what is helpful Active listening – concentrating on what is being said Cont . . . Feedback – occurs when a listener lets a speaker know that he or she is trying to understand the message. Interject – insert something into a discussion Express – show you interest by asking questions Restate – in your own words repeat what the speaker says When another person is upset and needs to unload negative feelings, show empathy. Active Listening Strategies Keep an open mind Control negative emotions Do not cut the speaker off Eliminate distractions Focus your attention Concentrate Listen with a purpose Make eye contact Avoid judgements Dealing with Criticism Criticism is often meant to be helpful. It is part of a workplace. Is the criticism spiteful or inaccurate. Learn how to distinguish between helpful and unhelpful criticism. Communicating by Phone Find a convenient time Find a convenient place Avoid disturbing others Leave clear messages Communicating in Writing Organize your thoughts before you start Pay attention to the tone you use Keep it simple Check that you have made all your points Proofread your work before you send it The Impact Without good communication relationships cannot survive. In the workplace you need to get along with others and be able to communicate effectively.
