Assertiveness and Aggression Communication Skills Effective Communication Purpose Communication Model Overcoming Barriers Strategies Assertiveness and Aggression © Criddle, Hinton, Nizam

Occurs when a message is received, understood and feedback obtained. Communication Passing on and understanding the meaning of a message. Effective Communication Occurs when a message is received, understood and feedback obtained. back © Criddle, Hinton, Nizam

Purpose of Communicating Give and receive information. Decision making. Planning. Conveying ideas, views and expectations. back © Criddle, Hinton, Nizam

Communication Model Source Sender Channel Receiver Feedback Initiates a message to use. Sender Converts a message into symbols. Channel Message is passed along a channel to the receiver. Receiver Translates the message into a form which they understand. Feedback The receivers’ response to the sender of the message. © Criddle, Hinton, Nizam back

Overcoming Barriers Filtering - Use feedback Selective perception - Active listening Emotions - Constrain emotions Language - Simplify language Non-verbal cues - Be aware back © Criddle, Hinton, Nizam

Strategies to Overcome Barriers Feedback: Asking a person if they understood. Summarising what was said. Seeing if the receiver was listening actively. Explaining if message not received. Active listening: Listening for meaning without making premature judgments or interpretations. Concentrating on what the other person is saying. Being ‘in the shoes’ of the sender. © Criddle, Hinton, Nizam

Strategies to Overcome Barriers (Cont) Constrain emotions: When emotions are upset, pause to regain composure. Simplify language: Considering the audience. Using language that will be understood. Practising with someone who may be unfamiliar with the issue. Be careful when using ’jargon’. Non-verbal cues: Ensuring non-verbal communication is consistent with verbal communication. back © Criddle, Hinton, Nizam

Assertiveness Aggression A skill that is learnt. Linked to high self-esteem. Essential communication skill. Act to defend personal values and ideas. Influence others with consideration and respect. Aggression Can be verbal or physical. Linked to low self-esteem. A negative communication element. An action of intimidation. Influence others with power but lack respect. © Criddle, Hinton, Nizam back