Communication Leo Africano PTLLS Communication Leo Africano

Communication “Two-way process of reaching mutual understanding, in which participants not only exchange information but also create and share meaning.’’

Methods of Communication Verbal (speech) Non-verbal (body language) Para-verbal (accompaniments to speech) Active listening Language is concerned with communicating Meanings Non-verbal and para-verbal communication are more concerned with communicating Attitudes and Feelings

Verbal Communication Be concise Use appropriate language Understand the audience Choose the right tool Check for information

Question types - Open Definition An open question can be defined as: one that doesn’t lead the answer and encourages an expanded response The content is determined by the respondent and may be long ©

Using Open questions How What Where Why When Which Who Open questions usually start with: How What Where Why When Which Who

Question types - Closed Definition Two definitions commonly describe closed questions: One that can be answered with either a single word or a short phrase. e.g. 'How old are you?' and 'Where do you live?' are closed questions. One that can limit the answer to either 'yes' or 'no'.

Using Closed questions Closed questions have the following characteristics: They give you facts  They are easy to answer They are quick to answer They keep control of the conversation with the questioner

Using Closed questions Closed questions usually start with: Is Do Did

Using Questioning What is an open question? What is a closed question? How, What, Where, Why, When, Which, Who What is a closed question? Is, Do, Did Open questions have the following characteristics: They ask the respondent to think and reflect They will give you opinions and feelings They hand control of the conversation to the respondent Definition An open question can be defined as: one that doesn’t lead the answer and encourages an expanded response The content is determined by the respondent and may be long Closed questions have the following characteristics: They give you facts  They are easy to answer They are quick to answer They keep control of the conversation with the questioner Two definitions commonly describe closed questions: One that can be answered with either a single word or a short phrase. e.g. 'How old are you?' and 'Where do you live?' are closed questions. One that can limit the answer to either 'yes' or 'no'.

Using Questions

Non-Verbal Appearance Facial Expression Gestures Eye contact Posture Proximity Personal Space Bodily Contact

Para-Verbal Tone of voice Speed of speech Volume of speech Clarity of speech Accent

What else impacts on communication? Appearance Facial Expression Eye contact Posture Proximity Personal Space Bodily Contact

Non-verbal accompaniments to listening Smiles and frowns Head nods Gestures “Yes”…”No”… etc

What makes a difference to the way you speak? Para-verbal communication Tone of voice Speed of speech Volume of speech Clarity of speech Accent

Active listening Giving Attention Encouraging Paraphrasing Reflecting feelings Reflecting meanings Summarising

Barriers to effective communication When there is a mismatch between a verbal and non-verbal message, the non-verbal message is likely to be the most powerful When two people misinterpret the meaning of a verbal utterance, miscommunication occurs… Miscommunication can be more damaging than a lack of communication 19 19

Overcoming barriers to communication Use simple terms and words Say things in a logical sequence Use pictures, mime and simple written instructions Always check that you have been understood Summarise regularly Avoid continually asking closed questions

Overcoming language barriers Language can be problematic between people of different ethnic backgrounds The use of a translator could be beneficial Speak clearly and slowly and don’t raise your voice to get the message across Repeat what you think may not have been understood 21 21

Barriers to Effective Communication What could be a barrier to effective communication? How can you overcome barriers to effective communication? When there is a mismatch between a verbal and non-verbal message, the non-verbal message is likely to be the most powerful Language barriers Local dialect Not explaining things clearly Confidentiality- thinking they will reveal too much and it will be repeated Miscommunication can be more damaging than a lack of communication Use simple terms and words Say things in a logical sequence Use pictures, mime and simple written instructions Always check that you have been understood Summarise regularly Avoid continually asking closed questions Language can be problematic between people of different ethnic backgrounds The use of a translator could be beneficial Speak clearly and slowly and don’t raise your voice to get the message across Repeat what you think may not have been understood 22 22