Transcript Communication Skills PowerPoint

Communication
Parts of communication
Words
Tone
7%
38%
55%
Body
Language
Congruence
Basic of model for effective
communication
Push
Energy
Pull
Energy
My Agenda
Your Agenda
Assertive
Responsive
Assertive
Being assertive is:
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using your energy to move another person towards
an outcome that you believe is right.
Key:
–
–
–
clear purpose
Language clear and concise
Express idea/emotion/expectation first
•
Reason later
Responsive
• Being responsive is:
– about using your energy to respond to another person,
•
understand them & their problems
– letting them know that you are listening
• Key:
–
–
–
–
–
–
Putting aside own ideas
Genuine interest
Actively listening
Questioning to understand them
Working at their pace
Letting them do most of the talking
If you are being assertive
what would they be like?
Words
Tone
Body
Language
If you are being responsive
what would they be like?
Words
Tone
Body
Language
Responsive
Can you tell me more about….? Where is it we disagree?
In what way? What happened next?
Which did you find worked best?
Reflect & Summarise
Words
Reflecting that of the speaker
Softer, rather than forceful
Use of silence to enable thinking
Tone
“Uh huh” etc. to encourage further disclosure
Reflecting that of the speaker
Good eye contact, maybe sitting rather than standing
Body
Language
Nodding to encourage further speech
Paying full attention to speaker
Listening activity
The robber
Questioning
What types of questions can you use?
Types of useful questioning
Open
In what way is my homework not good enough?
Probing
What would I need to do better?
Closed
So if I change that it will be good?
Listening & questioning
activity
Assertive
Being assertive is:
–
using your energy to move another person towards
an outcome that you believe is right.
Key:
–
–
–
clear purpose
Language clear and concise
Express idea/emotion/expectation first
•
Reason later
Assertive
Typically starting with I/My…
Words
Tone
Body Language
My view is …/I strongly recommend … /I’m devastated about….
because/I want us to have reached a decision by…….
Concise
State idea first…..before any reason
Calm & natural pace – not over fast
Using level of emotion appropriate to your statement
Natural rise and fall
Strong volume
Firm even stance – think of string
Strong level eye contact
Feet firmly planted on floor
Free large gestures & movement
Assertive activity
“My name is…and I’ve got
something to say”
Words
Tone
Body
Language
The bus tour