Transcript PowerPoint - No Need to Shout

SHC 21 Introduction to communication
NO NEED TO SHOUT!
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SHC 21 Introduction to communication
Communication conflict
Sometimes communication breaks down. This might be for a number of
reasons, such as:
● not listening properly
● misunderstanding what is being said
● embarrassment, frustration, tiredness or anger
● ignorance.
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SHC 21 Introduction to communication
Listening
Listening is a skill that needs to be learned.
● Don’t prejudge what is being said.
● Wait until the speaker has finished before deciding on your response.
● Wait until the speaker has finished before speaking.
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SHC 21 Introduction to communication
Misunderstandings
Make sure that you understood what was meant.
● Ask questions to check your understanding.
● Ask for clarification if necessary.
● Repeat back (paraphrase) what was said and ask for confirmation.
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SHC 21 Introduction to communication
Feelings
Sometimes how we feel affects what
we say and what we hear.
It is important to be sure that you are
responding rather than reacting to
communications.
Be aware of the other person’s
feelings too.
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SHC 21 Introduction to communication
Ignorance
At times it may be easier to respond to something even though you have
no idea what it means, just so that you do not reveal your ignorance.
On most occasions this may just result in embarrassment if you are found
out, but it could have serious consequences.
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SHC 21 Introduction to communication
Critical communications
Sometimes accurate
communications are essential –
these may include:
● medical information
● dietary needs
● messages.
It is important that such
information is confirmed before
passing it on to others.
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SHC 21 Introduction to communication
Activity
When communicating with colleagues, think about how
you listen and respond.
Ask for feedback from others about how they view your
communication skills.
Make a plan to develop your communication skills and
review them regularly.
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