The way in which we send and receive messages. Communication The way in which we send and receive messages.

3 Basic Communication Skills Speaking Listening Body Language

Speaking Verbal communication that refers to the specific words and tones that we use when we speak.

3 Types of Verbal Communication Passive: Holding back of ideas, opinions and feelings Aggressive: Use of words and actions that disrespect others Assertive: Honest expression

YIKES! Given all this listening we do, you would think we’d be good at it! In fact we’re not. In actuality, we remember a dismal 25-50% of what we hear. That means that when you talk to another person for 10 minutes, they only really hear 2½-5 minutes of the conversation.

Willing to listen, not to judge and see other viewpoints. Open Mind Willing to listen, not to judge and see other viewpoints.

Selective Listening (AKA Selective Hearing) Hearing only what you want to hear.

Active Listening Really paying attention to what someone is saying and/or feeling.

Techniques For Active Listening Reflective: You rephrase or summarize what the other person has said Clarifying: You ask the person how he/she feels or thinks about the situation being discussed Encouraging: You give signals that you are really interested and involved Empathizing: You are able to imagine and understand how someone feels.

Body Language Non-Verbal form of communication through gestures, facial expressions and behaviors

Mixed Messages When your VERBAL and NON-VERBAL communication DO NOT match. This leads to confusion!