2. Unisg the icndeblirepweor of the
hmuanmnid, aocdcrnig to rseecrah at
CmabrigdeUinervtisy, it dseno'tmttaer in
wahtoderr the lterets in a wrod are, the
olnyirpoamtnttihng is taht the frsit and
lsatltteer be in the rhgitpclae. The rset can
be a taotlmses and you can sitllraed it
whoutit a pboerlm. Tihs is bucseae the
huamnmniddeos not raederveyltteer by
istlef, but the wrod as a wlohe. Aaznmig,
huh? Yaeh and I awlyastghhuotslelinpg was
ipmorantt!
6. Style of Communication
Quiz
1. You are in a restaurant and order a steak
medium-rare, but it is served to you well
done. You would:
a) Accept it since you sort of like it well done
anyway.
b) Angrily refuse the steak and insist on seeing the
manager to complain about the poor service.
c) Call the waiter and indicate you ordered your
steak medium-rare, then turn it back.
7. Style of Communication
Quiz
2. You are a customer waiting in line to be
served. Suddenly, someone steps in line ahead
of you. You would:
a) Let the person be ahead of you since he/she is
already in line.
b) Pull the person out of line and make him/her go
to the back.
c) Indicate to the person that you are in line and
point out where it begins.
8. Style of Communication
Quiz
3. After walking out of a store where you
purchased some items you discover you were
short-changed. You would:
a) Let it go since you are already out of the store
and have no proof you were short-changed.
b) Go to the manager and indicate how you were
cheated by the clerk, then demand the proper
change.
c) Return to the clerk and inform him/her of the
error.
9. Style of Communication
Quiz
4. You are in the middle of watching a very
interesting television program when your mom
comes in and asks you for a favor. You would:
a) Do the favor as quickly as possible, then return
to the program to finish watching it.
b) Say "no," then finish watching your program.
c) Ask if it can wait until the program is over and, if
so, do it then.
10. Style of Communication
Quiz
5. A friend drops in to say hello, but stays too long,
preventing you from finishing some important
homework. You would:
a) Let the person stay, then finish your homework
another time.
b) Tell the person to stop bothering you and to get
out.
c) Explain your need to finish your homework and
request he/she visit another time.
11. Style of Communication
Quiz
6. You ask a gas station attendant for five dollars
worth of gas. However, he fills up your tank by
mistake and asks for twelve dollars. You would:
a) Pay the twelve dollars since the gas is already in
your tank and you will eventually need it
anyway.
b) Demand to see the manager and protest being
ripped off.
c) Indicate you only requested five dollars worth
of gas and give him only five dollars.
12. Style of Communication
Quiz
7. You suspect someone of harboring a grudge
against you, but you don't know why. You would:
a) Pretend you are unaware of his/her anger and
ignore it, hoping it will correct itself.
b) Get even with the person somehow so he/she
will learn not to hold grudges against you.
c) Ask the person if they are angry, then try to be
understanding.
13. Style of Communication
Quiz
8. You bring your car to a garage for repairs and receive
a written estimate. But later, when you pick up your
car, you are billed for additional work and for an
amount higher than the estimate. You would:
a) Pay the bill since the car must have needed the extra
repairs anyway.
b) Refuse to pay, and then complain to the Motor
Vehicle Department or the Better Business Bureau.
c)
Indicate to the manager that you agreed only to the
estimated amount, then pay only that amount.
14. Style of Communication
Quiz
9. You invite a good friend to your house for a
dinner party, but your friend never arrives and
neither calls to cancel nor to apologize. You
would:
a) Ignore it, but manage not to show up the next
time your friend invites you to a party.
b) Never speak to this person again and end the
friendship.
c) Call your friend to find out what happened.
15. Style of Communication
Quiz
10. You are in a group discussion at work that includes
your boss. A co-worker asks you a question about
your work, but you don't know the answer. You
would:
a) Give your co-worker a false, but plausible answer so
your boss will think you are on top of things.
b) Do not answer, but attack your co-worker by asking
a question you know he/she could not answer.
c) Indicate to your co-worker you are unsure just now,
but offer to give him/her the information later.
16. 3 Styles of
Communication
•Passive: unwilling or unable to express thoughts and feelings in a
direct or firm manner.
•Putting others’ needs ahead of your own
•Dislike conflict/ will go out of way to avoid arguments
•Aggressive: overly forceful, pushy, or hostile.
•May involve bullying or intimidation
•May not pay attention to others’ thoughts, feelings, or needs.
•Assertive: expressing your views clearly and respectfully.
•Standing up for your rights while respecting the rights of others
•Negotiating and compromising
17. 3 Ways We Communicate
•Nonverbal
•Listening
•Verbal
18. Nonverbal
Communication
*93% of a message’s credibility is communicated
nonverbally.
55% = body language
38% = tone, pitch, and voice variation
7% = words
19. Nonverbal Communication
•Body Language: nonverbal communication through
gestures, facial expressions, behaviors, and posture.
•Sometimes what we say is not as important as HOW
we say it.
•Everything we do sends a message!
21. What Different Nonverbal Cues Mean
• Crossed Arms
• Closed off. Implies resistance. Not
listening or interested.
• Mirroring
• Shows interest. You find the speaker
favorable.
• A nose rub
• Linked with deception. Could mean
you’re lying or trying to hide the
truth.
• Forward lean/decrease in backwards
lean
• Indicates positive sentiment and
interest.
• A barrier
• You’re too close. Back off.
• A hand placed under the chin
• Contemplative. Making a decision.
• Feet pointed toward the door
• Ready to leave. The feet are the most
honest part of the body. What
direction are they facing?
Eye Contact
• Shows interest, attention, and
involvement.
• Raised Eyebrow
• May indicate skepticism or interest,
depending on how it is done.
• Avoiding Eye Contact
• dishonesty or discomfort
• A back of the neck scratch
• Concerned or have questions.
29. Tone, Volume, pitch, and
Variation
• Brian really wants to ask Jessica on a date.
• Brian really wants to ask Jessica on a date.
• Brian really wants to ask Jessica on a date.
• Brian really wants to ask Jessica on a date.
• Brian really wants to ask Jessica on a date.
• Brian really wants to ask Jessica on a date.
31. Listening
• We have 2 ears and 1 mouth for a reason…
• We should use those accordingly
• 2:1
• Covey said, “Seek first to UNDERSTAND, then
be UNDERSTOOD.”
• Volunteer…?
32. Listening Skills
•Active Listening: paying close attention to
what someone is saying and communicating.
4 Listening Skills
Clarify
Reflective Listening
Empathy
Encouragement
33. 4 Listening Skills
Clarify
• Ask questions. Make sure you understand what the speaker is
saying. Check for understanding.
Reflective Listening
• “So what you’re saying is…” Rephrasing or summarizing.
Empathy
• Show other person you relate to their feelings. Don’t pass
judgment on the speakers attitudes or actions.
Encouragement
• Signs you are following what the speaker is saying and listening
to them. Face the speaker and make eye contact. Nod or make
comments: “I see”, “Go on”.
34. The Wright Family
• Pass your item to the RIGHT or LEFT each time
you hear the appropriate word…
35. Pop Quiz
1. What’s the aunts name who got left at home?
2. How many children are in the Wright family?
3. What appliance did mother Wright think she
left on?
4. What problem did Susan Wright complain of?
5. Where was the Wright family when they
decided to drive home?
39. Communication Errors
• Be clear and concise when getting your
message across.
• Good communication requires both good verbal
skills and good listening skills
• Always work to avoid MISCOMMUNICATIONS!!!
40. Verbal Skills
•“I” message: a statement that focuses on your feelings
rather than on someone else’s behavior.
•Replace “You” messages with “I” messages
41. “I” Messages
3 INGREDIENTS
1.
Event
2. Consequence of that event
3. Feeling
•How the event made you feel
•Example: “When you came
home late (event), I wasn’t
able to get to my dance recital
on time (consequence) and I
was really upset about it
(feeling).”
42. Changing a “You” message
to an “I” message
•You told me you were coming to my
performance and you didn’t show up.
You don’t support me at all!
•You were supposed to pick me at 2:15.
You were there until 3. You made me
wait while it was snowing. You are the
worst!
