Effective Communication

Learning Outcomes• You will• Give examples of

– verbal communication– non-verbal communication

• Explain the importance of – effective verbal communication– Effective non-verbal communication

Define Communication

Communication is the exchange of ideas, opinions and information through written or spoken words, symbols or actions

Effective Communication

Communication is only totally effective if the receiver

understands the message exactly as the sender intended

Watch this video – what do you notice.

http://www.youtube.com/watch?v=RZtOjHXHT6g&feature=related

Verbal Communication This is when we speak to others

face to face,

over the phone

To ask questions

To answer questions

No matter the method, we need to be clear in our verbal communication to ensure our

message is understood

Verbal Communication• In pairs record on post-it notes the

things that you think can create difficulties when you are having a conversation with another person…

• 2 minutes!

Verbal Communication• These difficulties may be called

barriers.

• A Barrier is something that “gets in the way” or stops another thing from happening

There are 3 main ways in which communication can

be blocked…• If a person cannot see, hear or receive

the message;

• If a person cannot make sense of the message;

• If a person misunderstands the message.

Look at the difficulties (barriers) from your post-

its

How can you overcome

them? Discuss

Who do you talk to?

TASK – make a spider diagram of who you talk to each day and who you may have to talk to in your future career

DO YOU

• speak in exactly the same way to everyone on your diagram, or do you adjust your language?

• Do you use the same words?• Do you use the same tone of voice?• Are you formal or casual?• Would you ever use swear words?• Do you sit or stand differently?• Do you need to observe confidentiality – for

example, are there some things you wouldn’t tell some people?

SO WHAT IS EFFECTIVE VERBAL COMMUNICATION?

1)Speaking clearly

2)Knowing your audience

3)Using appropriate language

4)Understanding the message you are trying to get across

5)Speaking at the correct pace

TASK• Complete Part A of the task.

Non-Verbal Communication

• Studies have been done that show us the percentage of understanding that is gained from the spoken word.

Non-Verbal Communication

• Non-verbal communication is a powerful communication tool and something we all use all of the time.

• Non-verbal behaviour includes any type of communication which is not speech.

Non-Verbal Communication

Gestures

Written communication

Posture

Eye Contact

Facial Expressions

Non-Verbal Communication

• Make a list of up to 4 gestures and give meanings.

• Waving can mean saying hello or goodbye,

• making a fist can mean you're angry • thumbs up can mean OK • Pointing can mean showing

something

http://www.youtube.com/watch?v=JK_NinOmFWw

Non-Verbal Communication

• Posture

• The way that we stand or sit gives information about how we are feeling.

• A person sitting slumped in a chair with arms firmly crossed and head turned away can give a negative message.

Non-Verbal Communication

• Eye contact

• Making eye contact when speaking with others helps communication.

• Avoiding eye contact may make others think that you do not want to communicate, or that you may be telling a lie.

• Staring or excessive eye contact may scare people and make them feel uncomfortable.

Non-Verbal Communication

• Facial Expressions

• Smiling – Friendly, approachable• Frowning – angry, non-

approachable• Raised eyebrows - interested• Knitted brow – confusion

TASK• Separate the cards into two piles,

one of non-verbal communication and the other of possible meanings

• See if you can match them up.• There may be different possible

answers for each item

Non-Verbal Communication

• Written Communication must be accurate, with correct spelling and correct use of grammar – it can include

• letters, • memos, • email, • reports,

Soap opera• This activity is to help you to recognise the

effects of non-verbalcommunication on listeners.

• Fill in the first two columns of the record sheets while you are watching. Make a note of the character’s name and what they did (not what they said) every time you notice an example of NVC.

• After you have watched complete the third column about the effect that the NVC had on the listener(s) – i.e. the other actors involved.

http://www.youtube.com/watch?v=e54gzq5Xr0Y

Why is non-verbal communication

important?• What you do, says more than the words you use. • Nonverbal communication makes up the

majority of what is heard and understood by a listener.

• Nonverbal communication has the ability to persuade and empower the people directly around you.

• When your verbal communication and nonverbal communication agree, the message you are communicating will be better understood and digested.

Conclusion…

• Effective communication ensures that there is less confusion and can help you become more productive

• It is important to communicate effectively with customers because it develops a positive image.

• Arguments or conflicts can be reduced through effective communication.

TASK

• Complete Part B of the task.