Effective communication 24nov2011

Effective Communication

Involves three components……..

• Verbal Messages• Para-verbal Messages• Non-Verbal Messages

Components are used to:

• Send clear, concise messages• Receive and correctly understand messages sent to

us

Sending Messages

Effective Verbal Messages

• Are brief, succinct and organised

• Are free of jargon• Do not create resistance in

the listener

Non-Verbal Messages

• Account for about 55% of what is perceived and understood by others

• Are conveyed through our facial expressions as well as our postures and gestures

Para-verbal Messages

• Account for about 38% of what is perceived and understood by others

• Include the tone, pitch and pacing of our voice

Receiving Messages

Listening• Requires concentration and

energy• Involves a psychological

connection with the speaker

• Includes a desire and willingness to try and see things from another's perspective

• Requires that we suspend judgment and evaluation

Key Listening Skills

• Non-Verbal– Giving full physical attention to

the speaker– Being aware of the speakers non-

verbal messages

• Verbal– Paying attention to the words and

feelings that are being expressed– Using reflective listening tools

Verbal Communication Tools

• Paraphrasing• Reflecting Feeling• Summarizing• Questioning

Barriers to Effective Communication

Verbal Barriers

• Attacking– interrogating,

criticising, blaming, shaming

• “You messages”– moralizing, preaching,

advising, diagnosing

• Showing Power– ordering, threatening,

commanding, directing

Non-verbal Barriers

• Flashing or rolling eyes• Quick or slow movements• Arms crossed, legs crossed• Gestures made with exasperation• Slouching, hunching over• Poor personal care• Doodling• Staring at people or avoiding eye

contact• Excessive fidgeting with materials

Effective Communication………

• It is two way• It involves active listening• It reflects the accountability of speaker and listener• It ustilises feedback• It is free of stress• It is clear

Kind words can be short and easy to speak, but their echoes are truly

endless.- Mother Teresa

For more questions feel free to [email protected]

Thank you!