By the end of the session, participants will know
1. What is communication
2. Why it is so important
3. How Communication Model works
4. Tips for sender / Receiver
5. Tips for Giving Feedback
• Communicating using language, a structured system
of sounds that is used and understood to express
ideas among people.
– Verbal communication includes… volume level, tone, etc.
11. Listening Skills
• Listening is not a “passive” skill but a
“receptive” skill. It requires as much attention
and mental activity as speaking.
• That of the time an individual is engaged in
communication, approximately 9 % is devoted
to writing, 16 % to reading, 30 % to speaking,
and 45 % to listening.
• What percent of how we communicate
with others is through nonverbal
communication (facial expressions, body
13. Why is nonverbal communication so
Nonverbal is the first thing
our mind reads before a
word is even spoken.
21. Tips for Sender
• Know Your Audience
(Audience Anyone who
• Who are they? What do
they know? What do
they want to learn from
22. Tips for Sender
• Select your Subject (The main
topic or key idea)
– How does my subject relate to my
– What is my most important point?
– How can I make this point clearly?
– What facts and examples can I use?
23. Professional Communication Skills
Four Patterns to organize
a structured message
1. Enumeration- Listing
several items in order
2. Generalization with
Example- Use “for
instance” and “for
24. Professional Communication Skills
3- Cause and Effect-
“Consequently,” and “As a
4- Compare and Contrast-
“Nevertheless,” and “On
the other hand”
25. Tips for Sender
• Your delivery, attitude,
and style are just as
important as your
• Pitch or loudness of
• Inflection can change
meaning of the
26. Professional Communication Skills
• Make emotional
people by name, use
• Use posture and body
language that match
• Avoid the “umm’s”
27. Communication Skills
• Using Your Voice
• Pleasant, Not too high
or low, Loudly not
• Variations of speed and
loudness will help your
35. Be Aware of Negative Self-Talk. Do You
Recognize any of These?
• I have to be perfect
• I need the approval of everyone
• That’s always the way it is.
• I’m helpless in this situation.
• If something bad can happen, it will
38. Barriers to Communication (2)
Other barriers include:
• Talking too much, not giving speaker time to express him or
• Being critical and/or judgmental
• Laughing at or humiliating
• Contradicting or arguing with speaker
• Being disrespectful of speaker beliefs, way of life
• Lack of trust
48. Feedback.. WHY
• Speakers often:
– Say one thing and mean another.
– Say something and not mean it.
– Speak in a way that causes confusion.
49. Feedback: Basic (1)
• Ask permission or identify that you are giving
– “Can I give you some feedback on that follow-up
– “I’d like to provide some feedback on what I
observed during my visit today.”
50. Feedback: Principles (2)
Give feedback in a “feedback sandwich”
1) Start with a
2) Provide a
51. Feedback: Principles (3)
• Don’t be judgmental or use labels:
– Avoid words like “lazy,” “careless,” or
• Don’t exaggerate or generalize:
– Avoid terms such as, “you always,” or