Transcript File
Communication The way in which we send and receive messages. 3 Basic Communication Skills • Speaking • Listening • Body Language Speaking • Verbal communication that refers to the specific words and tones that we use when we speak. 3 Types of Verbal Communication • Passive: Holding back of ideas, opinions and feelings • Aggressive: Use of words and actions that disrespect others • Assertive: Honest expression YIKES! • Given all this listening we do, you would think we’d be good at it! In fact we’re not. In actuality, we remember a dismal 25-50% of what we hear. • That means that when you talk to another person for 10 minutes, they only really hear 2½-5 minutes of the conversation. Open Mind Willing to listen, not to judge and see other viewpoints. Selective Listening (AKA Selective Hearing) Hearing only what you want to hear. Active Listening • Really paying attention to what someone is saying and/or feeling. Techniques For Active Listening • Reflective: You rephrase or summarize what the other person has said • Clarifying: You ask the person how he/she feels or thinks about the situation being discussed • Encouraging: You give signals that you are really interested and involved • Empathizing: You are able to imagine and understand how someone feels. Body Language • Non-Verbal form of communication through gestures, facial expressions and behaviors Mixed Messages • When your VERBAL and NON-VERBAL communication DO NOT match. • This leads to confusion!