This document provides an overview of communication skills and concepts. It discusses the objectives of effective communication, including understanding what communication is, why it is important, and how the communication model works. It outlines tips for both senders and receivers of messages, including how to structure messages, deliver messages effectively, listen actively, and provide constructive feedback. The document also discusses barriers to communication and how to minimize them through active listening, focusing on understanding, and using "I" statements rather than blame. The overall aim is to improve communication skills and understanding between parties.
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. Tips for Sender
• 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?
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. Tips for Sender
• 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
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)
Interruptions and
distractions (Door ?
Cell phone)
her body language
his body
language
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