This document discusses communication in the workplace. It defines communication and explains why it is important. It distinguishes between verbal and non-verbal communication, listing various forms of non-verbal communication like facial expressions, gestures, and posture. The document notes that communication skills are crucial in community services. It also describes different activities to demonstrate how non-verbal communication impacts conversations even when the words are the same.

2. Communication
Recap week 2 23/7/2013
Defining communication
 Why it is important in the workplace
Introducing verbal vs non-verbal communication

3. Communication
Mostly we don’t stop to think about how we
communicate with others.
We simply assume that we just know how to do it
However we don’t always get the message across
Communication is a complex process with the
potential for things to go wrong (miscommunication)

4. Communication
Communication skills are so important within the
Community Services Industry
We need to be able to relate to our clients, colleagues and
other community agencies in the best possible way
Communicating with clients, their families, colleagues
and other organisation can be done by;
Face to face
Over the phone
Individually or within a group setting
At a meeting or conference
By writing (e-mails, letters, memos, reports etc)

5. Types of Communication
Communication can be verbal and non-verbal
Usually we refer to verbal communication as
relating to the words that are said
Non-verbal communication includes all the
messages that are sent not using words;
What are some forms of non-verbal
communication?

6. Week 3 30/7/2013
Types of Non – verbal Communication
Facial expressions
Eye contact
Tone of voice
Volume of speech
Rate of speech
Hand movements (gestures)
Body movements
Posture
Spatial distance (how close we stand or sit to someone)
Touch
Dress/presentation

7. Communication
Messages usually contain both verbal and non-verbal
components
The verbal part conveys the content or information
The non-verbal part tells the receiver what the content
means to the person talking
In situations where there is a mismatch between the
verbal and non-verbal, the receiver is more likely to focus
on the non-verbal signals they are receiving
This is because body language is more likely to give us the
clues about what the message means

8. Communication
ACTIVITY 1 – MASK TASK
Students are to design a mask that covers all areas of their
face – excluding the eyes and mouth
Working in groups of 4 students are to engage in a
conversation that covers ONE of the following topics My favourite TV show/toy/pet/family member/memory

9. Communication
ACTIVITY – MASK TASK
Think about how NOT being able to
see the other persons facial
expressions impacted on the
conversation and how you
communicated with them.
How did you compensate for this?

10. Communication
ACTIVITY 2
Working in pairs, students are to communicate verbally
with the other person, however, each person MUST use
the following non-verbal methods of communication to
talk to each other –
1) same TONE OF VOICE
2) VOLUME of speech
3) RATE of speech
How did this impact on your conversation?

11. Masks from around the world

12. Masks that convey expressions

13. Masks that convey no emotion

14. Masks that convey emotion