communication skills communication the chain of communication sending and receiving information ...
TRANSCRIPT
Communication Skills
Communication
The Chain of Communication
Sending and receiving information
Verbal and Non-Verbal Communication
Active Listening
How messages are passed on
Exercise
Communicate the message right!
Message
A total number of 2,450 persons fled their villages to Kutum. Among them, 50% are women and children. The rest of the IDPs are men; some of whom are wounded.
The situation is not likely to improve and the office expects 1,000 families in the coming days.
Sending & receiving information
Active listening techniques
Verbal and non-verbal communication
Most listeners base their understanding of a
message on the following elements:
Actual verbal content:
Tone of voice:
Nonverbal communication:
Verbal and non-verbal communication
Most listeners base their understanding of a
message on the following elements:
Actual verbal content: 7%
Tone of voice: 38%
Nonverbal communication:55%
Professor Albert Mehrabian
What is he telling her?
Reading messages
Stop there…
What is he telling her?
Reading messages
Stop there…
2. What do their different facial expressions and body postures tell us?
Reading non-verbal messages
According to Roger Axtell the number of physical signs are:
70,000
Active listening and non-verbal communication
Appropriate eye contact
Facial expressions
Proximity and positioning
Non-threatening and non-defensive body posture
Person-centered focus
Active Listening Tools
Paraphrasing Summarizing
Probing Questions
Non-Verbal Signals
Repetition
Communication Techniques Repetition: repeating verbatim individual
contributions to confirm understanding
Probing: asking follow on questions to better understand and clarify the meaning of the verbal message
Summarizing: giving a summary of what has been said. Similar to paraphrasing, but it condenses the content of what has been said
Rephrasing: repeating back in your own words what you understand someone else to be saying
Exercise
FIRST ROUND
Participant A: communicates
Participant B: actively listens
Participant C: identifies technique
Exercise
SECOND ROUND
Participant A: actively listens
Participant B: identifies technique
Participant C: communicates
Exercise
THIRD ROUND
Participant A: identifies technique
Participant B: communicates
Participant C: actively listens
If we DO NOT listen actively we…
misunderstand situations and positions
work on mistaken assumptions
impose our own opinions
miss opportunities to detect and reconcile common interests
reduce participation and hamper ownership
do not create synergies between different ideas
do not coordinate effectively, which can lead to an ineffective protection response
Results-oriented communicators
Know their communication objective and purpose
Know their audience and resulting communication needs
Build a relationship with the audience
Adopt the communication style that best fits their own personality, topic, audience and culture
Communication styles
Recognize your own barriers to active listening and think of what you can do to improve it…
FREE handouts!!