Effective Effective CommunicationCommunication

Elements of Elements of CommunicationCommunication

SpeakerSpeaker: someone who wishes : someone who wishes to communicate a messageto communicate a message

ListenerListener: the receiver of the : the receiver of the message (in most message (in most conversations we are both conversations we are both speaker and listener in turn)speaker and listener in turn)

MessageMessage: The content of the : The content of the communication being sentcommunication being sent

MediumMedium: the method of : the method of communication (speaking, communication (speaking, writing, e-mail, telephone…)writing, e-mail, telephone…)

FeedbackFeedback: signals from : signals from the listener to indicate the listener to indicate how the message is how the message is being receivedbeing received

NoiseNoise: anything that : anything that interferes with the interferes with the transmission of the transmission of the message (sounds, message (sounds, emotions, cultural emotions, cultural differences…)differences…)

How we CommunicateHow we Communicate

7% Verbal – the 7% Verbal – the words we saywords we say

23% Tone – our 23% Tone – our emotion and how emotion and how we say those we say those wordswords

70% Body 70% Body Language – how Language – how we stand, facial we stand, facial expressions…expressions…

Effective Communication Effective Communication includes:includes:

Active ListeningActive Listening Choosing our Choosing our

words carefullywords carefully Matching our Matching our

words with our words with our body languagebody language

Active ListeningActive Listening

There is a difference There is a difference between hearing and between hearing and listeninglistening Hearing is receiving Hearing is receiving

soundsound Listening is a skill that Listening is a skill that

takes practicetakes practice

Active Listening (SLANT)Active Listening (SLANT)

Sit up straightSit up straight Lean forwardLean forward Ask questionsAsk questions Nod and smileNod and smile Track the Track the

speakerspeaker

Talking so people will Talking so people will listenlisten

Watch your timing: If your Watch your timing: If your intended audience is distracted intended audience is distracted your message will not be well your message will not be well heardheard

Know what you will say: depending Know what you will say: depending on the particular message this may on the particular message this may be worthwhile practicingbe worthwhile practicing

Use “I” messages rather than Use “I” messages rather than “you” messages“you” messages

Be assertive: be clear on your Be assertive: be clear on your message without being aggressivemessage without being aggressive

Keep your cool: losing your temper Keep your cool: losing your temper loses the pointloses the point