1. Communication Recap Week 5 13/8/2013
To be an effective communicator we need to be very
aware of our own communication strengths and
weaknesses
You will need to regularly reflect on the interactions you
have with clients, co-workers and friends to assess what
works and what barriers might be present

2. This occurs when the message sent is received as the
sender intended it.
This is achieved by the content of the message
(verbal) and the non-verbal cues matching each other
This means the messages are congruent – a match
between verbal and non-verbal
If we want to be effective communicators it is
important that we send messages that are congruent
Effective Communication

3. Barriers to effective communication
There are lots of behaviours that we all engage in that
have a negative impact on communication
Following are behaviours that inhibit effective
communication
criticising(blaming)
name calling (labelling) diagnosing praising
ordering moralising excessive questioning
threatening advising diverting
reassuring
logical argument

4. Diverting would be the most commonly used
roadblock to effective communication
Diverting occurs when you change the conversation
to something you want to talk about i.e. Changing the
subject
Barriers to effective communication

5. Giving full attention to the speaker
Putting other thoughts temporarily aside in order to
concentrate on what is being said.
Resisting distractions.
Not just listening to the words but 'tuning in' to the
feelings behind them – the feelings are just as
important as the words themselves.
Giving non-verbal signals which indicate attention
and interest (e.g nods, eye contact, appropriate facial
expressions)
2. Communication Skills –
Week 6 20/8/2013
Components of good listening

6. Components of good listening (cont)
Listening to all the other person has to say, rather than
tuning out halfway through to plan your response.
Being able to suspend making an opinion or
judgement about what is being said and
concentrating on what is being said and NOT your
reaction to it.
Checking that the message you received is the one that
the sender intended by using questions and checking
skills.

7. EMPHASIS AND TONE OF VOICE – HOW CAN
THIS EFFECT THE MESSAGE THAT OTHER PEOPLE
RECEIVE?
Components of good listening

8. Components of good listening
SPEED -
EYE-CONTACT
GESTURE AND POSTURE....The movements we make
with our head and hands can influence the
communication we have with people.

9. Components of good listening
What are some of the ways we
can use gestures and postures
to communicate with people?

11. Components of good listening
S Sit or position yourself so you can see the person
O Open body language
L Lean towards the person
V Verbalise agreement – ummm, really? etc
E Eye contact
ACTIVITY 1

12. Components of good listening
Dealing with other peoples anger.
Behave in a professional manner
Keep emotional responses in check
Stay focused on the issue, or, relevant
information

13. Components of good listening
Communicating to clarify meaning
When we want to learn more about what
someone is telling us or want to make sure
that we know what they are saying we will
ask them questions.
Closed vs open questions.

14. Components of good listening
Questions
Closed questions generally start with;
Is
Are
Do
An example of a closed question is “Do you have any
brothers or sisters?
What are some examples of closed questions?

15. Components of good listening
What type of questions are these?
Are you having problems with this math work?
When that person yelled at you, how did that make
you feel?
When did you move to your new house?
What thoughts come to mind when you think about
school?
How did you do in your last assessment task?
Is there someone I could phone to come and pick you
up?
Questions

16. Components of good listening
It’s better to ask people more
questions so that you are sure you
understand what they are asking
you than to assume you know.
You need to take time when dealing
with clients to ensure that you
understand what they are really
seeking from your organisation.

17. Components of good listening
If by asking open questions you
ascertain the organisation does
not provide the service they
require, it will ease their
frustration if they find that out
early rather than later in the
process.

18. Components of good
listening
Activity 2 – working
individually....
Types of questions

19. Components of good listening
Communicating to clarify meaning
(recap)
Closed questions can be answered in a few words
or with a yes or no. They are useful for obtaining
information and helping to focus the
communication.
Open questions are those that allow for and
encourages others to talk and help them to be
more specific or to express their feelings about
something.

20. Components of good listening
Activity 3
Working in 2 groups –
Group 1 has 2 of the students asking the other
half of the group closed questions.
Group 2 has 2 of the students asking the other
half open questions.
How did it affect your conversations?

21. Components of good listening