Effective Communication Skills

Communication Skills

• Communication involves exchanging information, knowing what to say, when to say it, and conveying knowledge and feelings
• It is used to clarify information
• Effective communication is a major part of a CHW's job

Verbal Communication

• Verbal communication involves words, tone, pattern, and language

Barriers to Communication

• Physical barriers
• Attitudes
• Language
• Physiological barriers
• Problems with structure design
• Cultural noise
• Lack of common experience
• Ambiguity and overuse of abstractions
• Information overload
• Jumping to conclusions without listening to all the facts

Tips for Successful Communication

• Establish and maintain eye contact
• Try to send a clear message
• Be receptive to what others have to say
• Wait until the other person finishes speaking

Non-Verbal Communication

• Non-verbal communication is body language
• It involves facial expressions, body language, posture, gestures, and dress & appearance
• Facial expressions are universal
• Expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures
• The way you carry yourself communicates a wealth of information
• Nonverbal communication includes posture, bearing, stance, and subtle movements
• Eye contact maintains conversation flow and gauges the other person's response
• Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements
• The message is not what you say, but how you say it

Tips for Successful Nonverbal Communication

• Successful nonverbal communication depends on emotional self-awareness and understanding the cues you are sending
• It also depends on the ability to pick up on cues that others are sending
• Taking time out if overwhelmed or upset can help

"I" Messages

• Describe the specific behavior
• State the feeling
• Describe the effect of the other person's behavior on you

Silence

• Silence can provide an opportunity for others to reflect on a question or a decision, identify their thoughts and feelings, and find words to express them

Active Listening Skills

• Active listening involves listening with specific intention to fully understand what is being expressed
• It also involves demonstrating awareness of and respect for other's experiences, thoughts, and feelings
• Active listening breaks the cycle of conflict
• It demonstrates that the other person deserves to be heard and understood

Clarifying

• Clarifying involves gathering information in order to understand what the other party is saying
• Clarifying questions should be open-ended and phrased respectfully

Restating

• Restating means using your own words to express the main thoughts and ideas that the other party has communicated to you
• This demonstrates that you have heard what is being shared and allows you to check your understanding
• Restating is a powerful way to show that you are listening

Reflecting

• Reflecting can assist the speaker to clarify what they are feeling and acknowledge these feelings
• Reflecting shows understanding the feelings behind what is being expressed

Summarizing

• Summarizing allows the speaker to know that he or she has given you all the information
• Summarizing may also give the speaker a chance to correct or add some more information

Validating

• A validation is a statement that acknowledges the speaker's worth, efforts, and feelings
• Validation shows empathy toward the speaker by acknowledging the importance of their experiences

Public Speaking

• Know your subject
• Research the topic
• Research the audience
• Write it down (bullet points only)
• Rehearse! Rehearse! Rehearse! Relax
• Find somewhere for your hands