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1. COMMUNICATION
and Listening Skills

2. By the end of the module, the participants will be able to:
• Define and understand the importance of
effective communication
• Identify and overcome barriers to
communication
• Practice the skills of successful
communication –
listening, responding, and making the
message clear
Objectives

3. Outline
• COMMUNICATION FUNDAMENTALS
– Listening
– Asking questions
• BARRIERS TO COMMUNICATION
• COMMUNICATION STYLES
– 3 Basic Styles
Outline

4. What is Communication?
What is Effective Communication?
“You can NOT not communicate. Everything you
say or do or don’t say and don’t do
sends a message to others”
~John Woods
Communication Fundamentals

5. •Personal process
•Occurs between people
•Involves change in behavior
•Expression of thoughts and emotions through
words and actions
•Means to influence others
•Tool for controlling and motivating people
•It is a social and emotional process
Its Essences

6. What are the barriers to
Effective Communication?
Activity

7. • Language
• Quantity of information
• Poor listening skills
• Assumptions
• Lack of trust
• Emotional interference
• Perception
• Ourselves
Barriers to Communication

8. SENDER RECEIVERMEDIUM
FEEDBACK
MESSAGE
Communication Model

9. Basic Types of Communication

10. • VOICE
– Audible
– Pitch
– Tone
– Clarity
– Pace
• BODY LANGUAGE
– Posture
– Gestures
– Facial Expressions
– Eye Contact
Verbal and Non-verbal Communication

11. “Seek First to Understand,
Then to be Understood.”
Habit #5. Seven Habits of Highly Effective People by Stephen Covey
“Most people do not listen with the intent to understand;
they listen with the intent to reply. They’re either
speaking or preparing to speak.”
Listening

12. Activity

13. Hearing versus Listening
HEARING – physical process, natural, passive
LISTENING – physical and mental process,
active, a skill
“Wisdom is the reward you get
for a lifetime of listening when
you have preferred to talk.”
~Doug Larson

14. Values of Listening
•Good listening reflects courtesy and good manners
•Listening carefully involves competence and
performance
•Listening is a positive activity
•Good listening can improve
social relations

15. PASSIVE LISTENING
– Not involved, ignoring, pretending, selective
– Very little motivation to listen carefully
– Distracted
ACTIVE LISTENING
– Show interest through body language, tone, eye
contact
– Paraphrase: Reflect understanding by restating
– Being receptive
– Clarify by asking questions
– Empathize: Listen for ‘feelings’ and reflect
understanding
Passive versus Active Listening

16. Activity

17. Essentials of Communication
DOs
•Be open-minded
•Listen and give feedback to what is being said
•Use simple words and phrases
•Take ownership of what you say
•Take responsibility for making sure you are
heard and understood
•Be aware of body language/ Be sensitive
•Touch only when appropriate

18. Essentials of Communication
DON’Ts
•Do not instantly react and mutter something in anger
•Do not assume that everybody understands you
•Do not interrupt
•Do not jump into conclusion that you have
understood everything
•Do not speak only to impress anyone
•Do not be threatening or judgmental
•Do not overwhelm the person with more than can be handled

19. The difference between a smart
man and a wise man is that a smart man
knows what to say, a wise man knows
whether or not to say it.
~Frank M. Garafola