This document provides information on communication skills. It begins with objectives of understanding what communication is, why it is important, how the communication model works, and tips for senders, receivers, and giving feedback. It then discusses fundamentals of communication including the communication process, types of communication (verbal, nonverbal, written), listening skills, purposes of communication, and barriers to effective communication. The document provides tips for senders on selecting an audience, subject, delivery, and organizing messages. It also offers guidance for receivers on being a good listener by letting the speaker talk, minimizing distractions, not judging too soon, listening for the main point, and providing feedback.
2. Objectives
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
9. Major types of Communication
1. Verbal
2. Nonverbal
3. Written
10. Verbal
• 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.
12. Nonverbal
• What percent of how we communicate
with others is through nonverbal
communication (facial expressions, body
language)?
70%
13. Why is nonverbal communication so
important?
Nonverbal is the first thing
our mind reads before a
word is even spoken.
21. Tips for Sender
• Know Your Audience
(Audience Anyone who
receives information)
• Who are they? What do
they know? What do
they want to learn from
you?
22. • Select your Subject (The main
topic or key idea)
– How does my subject relate to my
listeners needs?
– What is my most important point?
– How can I make this point clearly?
– What facts and examples can I use?
Tips for Sender
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
example”
24. Professional Communication Skills
3- Cause and Effect-
“Therefore,”
“Consequently,” and “As a
result”
4- Compare and Contrast-
“However,”
“Nevertheless,” and “On
the other hand”
25. • Your delivery, attitude,
and style are just as
important as your
message
• Pitch or loudness of
your voice
• Inflection can change
meaning of the
message
Tips for Sender
26. Professional Communication Skills
• Make emotional
contacts, address
people by name, use
eye contact
• Use posture and body
language that match
the message
• Avoid the “umm’s”
and “uhhh’s”
27. Communication Skills
• Using Your Voice
• Pleasant, Not too high
or low, Loudly not
booming
• Variations of speed and
loudness will help your
message be
entertaining
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
happen.
37. Barriers to Communication (1)
his body
language
her body language
Interruptions and
distractions (Door ?
Cell phone)
38. Barriers to Communication (2)
Other barriers include:
• Talking too much, not giving speaker time to express him or
herself
• 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
feedback.
• Examples:
– “Can I give you some feedback on that follow-up
patient visit?”
– “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
positive
observation
2) Provide a
suggestion for
improvement
3) Finish
with a
second
positive
observation
51. Feedback: Principles (3)
• Don’t be judgmental or use labels:
–Avoid words like “lazy,” “careless,” or
“forgetful”
• Don’t exaggerate or generalize:
–Avoid terms such as, “you always,” or
“you never”
56. How to Feedback
• Restate what has been said
• Ask for clarification
• Reword the message to check understanding
• Use your own words to rephrase the message
to check understanding