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Questions and Answers
Effective communication is important in problem solving, conflict resolution, for positive working and personal relationships, and in reducing the stresses associated with ______ interactions.
Effective communication is important in problem solving, conflict resolution, for positive working and personal relationships, and in reducing the stresses associated with ______ interactions.
interpersonal
Communication Tips: Open the door to two-way ______.
Communication Tips: Open the door to two-way ______.
conversation
Encourage ______.
Encourage ______.
questions
Ask ______.
Ask ______.
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Consider the sender/receiver’s communications strengths and weaknesses, and communicate in the manner that is best accepted by the ______.
Consider the sender/receiver’s communications strengths and weaknesses, and communicate in the manner that is best accepted by the ______.
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Paraphrase what you heard back to the speaker, to ensure you have a common ______.
Paraphrase what you heard back to the speaker, to ensure you have a common ______.
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Don’t be thrown off course by words that affect you ______.
Don’t be thrown off course by words that affect you ______.
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Continue to listen even when the urge is to start ______.
Continue to listen even when the urge is to start ______.
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Communicate to be ______.
Communicate to be ______.
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Many people communicate to ______ – not express.
Many people communicate to ______ – not express.
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Use short words that communicate clearly and concretely; present one idea, at the most two ideas, in one ______.
Use short words that communicate clearly and concretely; present one idea, at the most two ideas, in one ______.
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Be open to ______.
Be open to ______.
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Avoid allowing your own biases or values to detract from the speaker’s message. Listen for the main idea or central themes of the message. Be ______. Find a variety of ways to remember what you hear. Find a variety of note keeping techniques to help you remember.
Avoid allowing your own biases or values to detract from the speaker’s message. Listen for the main idea or central themes of the message. Be ______. Find a variety of ways to remember what you hear. Find a variety of note keeping techniques to help you remember.
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Work at listening. Give your full attention to the speaker. Face the speaker. Use facial expressions that indicate you are following what the speaker is saying. Resist distractions. Concentrate on what the speaker is saying. Stay focused on the situation at hand. Keep an ______ mind. Avoid developing blind spots regarding cherished convictions.
Work at listening. Give your full attention to the speaker. Face the speaker. Use facial expressions that indicate you are following what the speaker is saying. Resist distractions. Concentrate on what the speaker is saying. Stay focused on the situation at hand. Keep an ______ mind. Avoid developing blind spots regarding cherished convictions.
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When you hear “red-flag” words keep your emotions in check. Capitalize on thought speed. Most of us talk about 120 words a minute. Our thinking speed is about 500 words a minute. Thus there is a lot of time to spare while a person is speaking to us. Don’t let your mind wander and then dart back to the conversation. Use the spare time to advantage by thinking about what is being said; try to anticipate the point; mentally summarize the point so far; mentally question any supporting points; look for nonverbal clues to the meaning. Examples of Active Listening TYPE OF STATEMENT DESIRED RESULTS Encouraging Convey Interest “I see……” Speaker continues to talk. “That’s interesting…” Clarifying or open-ended questions Obtain more information “Can you tell me more.” “Is there anything else.” “How do you see the situation.” Restating Show speaker that “As I understand it, your idea is.” Listener is listening “Do you mean, for example, that….” Let speaker know Listener understands ______ “In other words, this is what happened…”
When you hear “red-flag” words keep your emotions in check. Capitalize on thought speed. Most of us talk about 120 words a minute. Our thinking speed is about 500 words a minute. Thus there is a lot of time to spare while a person is speaking to us. Don’t let your mind wander and then dart back to the conversation. Use the spare time to advantage by thinking about what is being said; try to anticipate the point; mentally summarize the point so far; mentally question any supporting points; look for nonverbal clues to the meaning. Examples of Active Listening TYPE OF STATEMENT DESIRED RESULTS Encouraging Convey Interest “I see……” Speaker continues to talk. “That’s interesting…” Clarifying or open-ended questions Obtain more information “Can you tell me more.” “Is there anything else.” “How do you see the situation.” Restating Show speaker that “As I understand it, your idea is.” Listener is listening “Do you mean, for example, that….” Let speaker know Listener understands ______ “In other words, this is what happened…”
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Reflecting Show understanding of speaker’s view of situation “You feel that….” “You seem pretty concerned about…” “Sounds like you…….” “So you would like to ______….”
Reflecting Show understanding of speaker’s view of situation “You feel that….” “You seem pretty concerned about…” “Sounds like you…….” “So you would like to ______….”
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Silence Or Pause Encourages reflection. allows speaker to fully express ideas. Summarizing Shows grasp of situation or problem “These seem to be the key ideas you have expressed…” Highlight key ______ and ideas. “Let me summarize…”
Silence Or Pause Encourages reflection. allows speaker to fully express ideas. Summarizing Shows grasp of situation or problem “These seem to be the key ideas you have expressed…” Highlight key ______ and ideas. “Let me summarize…”
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EXAMPLE Non-Verbal Communication 65% of the message is sent non-verbally. Become sensitive to non-verbal messages. Look for such things as body position and movement, gestures, facial expressions, eye contact, silence, use of space and time, etc. § § § § § Eye Contact. If you look someone in the eye, they pay more attention to what is being said. Posture. Good posture is a sign of confidence and creates a sense of trust in your skills and abilities. Gestures. Use only the body movements and gestures necessary to made your point. Excessive motions are distracting to the listener. Expression. Your expressions sometimes say more the words you speak. Try to smile and show interest when you speak. Voice. Speak with a firm and assertive quality. This tone implies directness and honesty. Avoid Communication Stoppers Behaviors and phrases that often stop a person from communicating: ORDERING “Don’t talk like that.” WARNING “If you do that, you’ll be sorry.” MORALIZING “You ought/should….” ADVISING “I suggest that you…” REASON WITH “Let’s look at the facts.” DIAGNOSING “You feel that way because…” JUDGING “You are wrong about that.” NAME CALLING “You are acting like….” DISTRACTING “Let’s talk about something else.” ______ “But what about….”
EXAMPLE Non-Verbal Communication 65% of the message is sent non-verbally. Become sensitive to non-verbal messages. Look for such things as body position and movement, gestures, facial expressions, eye contact, silence, use of space and time, etc. § § § § § Eye Contact. If you look someone in the eye, they pay more attention to what is being said. Posture. Good posture is a sign of confidence and creates a sense of trust in your skills and abilities. Gestures. Use only the body movements and gestures necessary to made your point. Excessive motions are distracting to the listener. Expression. Your expressions sometimes say more the words you speak. Try to smile and show interest when you speak. Voice. Speak with a firm and assertive quality. This tone implies directness and honesty. Avoid Communication Stoppers Behaviors and phrases that often stop a person from communicating: ORDERING “Don’t talk like that.” WARNING “If you do that, you’ll be sorry.” MORALIZING “You ought/should….” ADVISING “I suggest that you…” REASON WITH “Let’s look at the facts.” DIAGNOSING “You feel that way because…” JUDGING “You are wrong about that.” NAME CALLING “You are acting like….” DISTRACTING “Let’s talk about something else.” ______ “But what about….”
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Eye Contact. If you look someone in the eye, they pay more attention to what is being said. ______. Good posture is a sign of confidence and creates a sense of trust in your skills and abilities.
Eye Contact. If you look someone in the eye, they pay more attention to what is being said. ______. Good posture is a sign of confidence and creates a sense of trust in your skills and abilities.
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Gestures. Use only the body movements and gestures necessary to made your point. Excessive motions are distracting to the ______.
Gestures. Use only the body movements and gestures necessary to made your point. Excessive motions are distracting to the ______.
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Expression. Your expressions sometimes say more the words you speak. Try to smile and show interest when you ______.
Expression. Your expressions sometimes say more the words you speak. Try to smile and show interest when you ______.
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Voice. Speak with a firm and assertive quality. This tone implies directness and honesty. Avoid Communication Stoppers Behaviors and phrases that often stop a person from communicating: ______ “Don’t talk like that.”
Voice. Speak with a firm and assertive quality. This tone implies directness and honesty. Avoid Communication Stoppers Behaviors and phrases that often stop a person from communicating: ______ “Don’t talk like that.”
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MORALIZING “You ought/should….” ADVISING “I suggest that you…” REASON WITH “Let’s look at the ______.”
MORALIZING “You ought/should….” ADVISING “I suggest that you…” REASON WITH “Let’s look at the ______.”
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JUDGING “You are wrong about that.” NAME CALLING “You are acting like….” DISTRACTING “Let’s talk about something else.” ______ “But what about….”
JUDGING “You are wrong about that.” NAME CALLING “You are acting like….” DISTRACTING “Let’s talk about something else.” ______ “But what about….”
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Study Notes
Effective Communication
- Effective communication is crucial in problem solving, conflict resolution, and building positive relationships
- Communication should be a two-way process that encourages openness and clarity
Active Listening
- Paraphrase what the speaker says to ensure understanding
- Listen without interrupting, even when tempted to respond
- Give full attention to the speaker, avoiding distractions
- Use facial expressions to show engagement with the conversation
- Keep an open mind, avoiding biases and emotional reactions
- Capitalize on thought speed to think ahead and anticipate the speaker's point
- Use active listening techniques such as encouraging, clarifying, restating, and reflecting
Active Listening Techniques
- Encouraging: convey interest with phrases like "I see" or "That's interesting"
- Clarifying: ask open-ended questions to obtain more information
- Restating: show understanding with phrases like "As I understand it" or "Do you mean"
- Reflecting: show understanding of the speaker's view with phrases like "You feel that" or "Sounds like you"
- Summarizing: highlight key points and ideas
Non-Verbal Communication
- 65% of the message is sent non-verbally
- Be sensitive to non-verbal cues such as body position, gestures, facial expressions, eye contact, and silence
- Use positive non-verbal cues like eye contact, good posture, and a clear voice
Non-Verbal Cues
- Eye contact: maintain eye contact to show engagement and build trust
- Posture: good posture conveys confidence and creates trust
- Gestures: use minimal, purposeful gestures to avoid distraction
- Expression: use positive facial expressions to show interest and engagement
- Voice: speak with a firm, assertive tone to convey directness and honesty
Communication Stoppers
- Avoid behaviors and phrases that stop communication, such as ordering, warning, moralizing, advising, and diagnosing
- Avoid distracting or judging the speaker, and instead focus on active listening and understanding
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Description
Test your knowledge about effective communication with this quiz. Learn important tips to improve problem solving, conflict resolution, and interpersonal relationships through better communication skills.
