Module 3 3–1 Communication Skills Module 3. 3–18 Learning Objectives Given a participative lecture, participants will identify characteristics of effective.

Slides:



Advertisements
Similar presentations
Improving Daily Service Skills Miche Grant. Verbal Interaction 85% non-linguistic Vocabulary Sensory Rapport Pacing.
Advertisements

Interest Approach  Present to the class a scenario involving a problem at a fictional company. An example might be a situation in which the wrong item.
The Communication Process Chapters 1 and 2. Elements of Communication What must happen for human communication to take place?
Communication Skills. Effective communication is the basis for successful problem solving. A lot of times, conflicts arise because of problems I communication.
Effective Listening Group No-8
Learning & Organizational Effectiveness Focus on Service Florida Department of Children & Families Florida Department of Children & Families.
Delivery: Vocal & Nonverbal Communication International Debate Education Association.
1.02 Understand effective communication. Journal Prompt #1 How do you communicate? Do you like to talk? Are you a good listener? What makes you a good.
1.02 Understand effective communication
Listening Skills Rutherford County Communication & Conflict Resolution Training Series.
Active Listening.
EFFECTIVE COMMUNICATION
Interpersonal Communication © All photo clip art copyright of Microsoft Office Online.
EFFECTIVE LISTENING SKILLS
Pharos University In Alexandria Faculty of Mass communication Communication Skills Dr. Enjy Mahmoud Dr. Enjy Mahmoud Week #:4 Lecture #:4 Fall
Obj.1.03 Practice interpersonal skills Ms. Jessica Edwards, M.A.Ed.
Basic Counselling Skills Session 6 1. Learning objectives: 2 Understand counselling, Qualities of a good counsellor; values and attitudes of a counsellor.
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved. Chapter.
Section 8.1 Defining Communication
Communication & Cultural Diversity
Effective Communication
© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Communicating in Teams: Listening, Nonverbal, and Meeting.
DEFINING COMMUNICATION CHAPTER 8- MARKETING EDUCATION.
                         The Power of Listening.
© 2004 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill.
Independent Quick Write Be prepared to share your responses to the following questions, with the class. You will have Give some examples of people working.
Communicating Effectively How are your communication skills?
Communicating with Others
Industry Internship “Skill Acquisition”
MS. SUHA JAWABREH LECTURE # 9 Oral Communication.
Different forms of communication 2A.P1 / 2A.M1. The Communication Cycle.
Key Elements of Good Listening
IPC AND COMMUNICATION SKILLS. ROLE/IMPORTANCE OF COMMUNICATION To asses a client’s problem To explore client’s thoughts, emotions and defences regarding.
Dedicated to making boating safer and more fun! 1 Non-Verbal Communication Instructor Development.
Speaking, Writing, and Listening Skills
Effective Communication. What is Communication? Communication The sharing of a thought, an idea or a feeling.
Chapter 15 Managing Communication. Learning Objectives After reading this chapter, you should be able to:  Understand the communication process.  Eliminate.
TIPs on Effective Listening. Why Listen Better ? Improve Communication Build Rapport Leave a Good Impression.
© Prentice Hall, 2004 Business Communication EssentialsChapter Communicating in Teams and Mastering Listening and Nonverbal Communication Skills.
Why Empathy Matters By Mrs. Irina Stepanyan.
Connecting4Success Advice Guru Virtual Training 2011
Business Communication
Communication Important considerations Stuart Gray SGA.
Communication. What is Communication? The process of exchanging information, ideas, and feelings between a sender and a receiver.
Developing Communication Skills
Communication Jargon. jargon jargon: A special language of a particular activity or group.
Steve Oliver English UK South West Conference Saturday October 24 th 2015.
Objective: Students will evaluate and discuss communication techniques and the benefits to improving your communication ability. Bellwork: What are some.
What is communication?!!!. Elements of communication verbal (the words we use) 7% vocal (expressions, intonation) 38% visual (facial and body language)
Key Aspects of Verbal and Nonverbal Communication in Televideo.
Chapter 8.1. What you’ll learn  The six primary elements of communication  How to arrange the setting for a business meeting  How to use listening.
Interpersonal Communication. The Communication Process 1. Source (the sender)  2. Message  3. Channel (medium)  4. Receiver  5. Feedback  6. Environment.
EFFECTIVE LISTENING SKILLS. INTRODUCTION Emphasis on the importance of listening in the workplace Cannot manage effectively without good listening skills.
Chapter 5 Lesson 2 What is communication?. Communication is when 2 or more people exchange thoughts, feelings, and beliefs. Listening and speaking form.
NONVERBAL COMMUNICATION.  As much as 93 % of communication is nonverbal, with 55% sent through facial expression, posture, and gestures and 38% through.
Effective Communication Techniques. Interest Approach Give each student a copy of a relevant news article. Explain the importance of skimming and scanning.
Communication Skills - 2 Prepared by : Nehad Ahmed.
Effective Communication Skills. Objectives Define and understand communication and the communication process List and overcome the filters/barriers in.
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved. The Importance and Skill of Listening “If you think.
Krista Cohen Maura Herman Lauren Thomas.  Body Language ◦ a form of mental and physical ability of human non-verbal communication which consists of body.
Effective Communication Skills
Listening Skills for the Hard of Hearing
Effective Presentations
Listening Skills for the Hard of Hearing
Business Communication
Why Managers Often Fail to Listen
Managing Communication
Managing Communication
Communication Skills Module 3 Module 3.
Chapter 4 Communicating for Wellness
Presentation transcript:

Module 3 3–1 Communication Skills Module 3

3–18 Learning Objectives Given a participative lecture, participants will identify characteristics of effective listening skills Through a group activity and a large group discussion, participants will identify the barriers to active listening

Module 33–18 Learning Objectives Through a group activity and given a participative lecture, participants will explain the importance of effective listening in providing high-quality customer service Through an individual activity and participative lecture, participants will identify the strengths and weaknesses in their listening styles

Module 33–18 Listening “Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell

Module 33–18 Listening Facts

Module 33–18 Benefits of a Good Listener Listening improves communications Listening shows you care Listening shows respect for the customer

Module 33–18 Types of Listening Inactive listening Selective listening Active listening Reflective listening

Module 33–18 Listening Effectively Use appropriate tone of voice Understand communication Provide feedback Feedback is empathetic and nonjudgmental

Module 33–18 Listening Skills Listen to content Listen to intent Listen nonjudgmentally

Module 33–18 Use Your Mind Listen for accuracy Listen as though you are hearing the information for the first time Listen for inaccuracies

Module 33–18 Nonverbal Communication

Module 33–18 Nonverbal Communication Facial Expressions

Module 33–18 Nonverbal Communication Eye Contact Gestures

Module 33–18 Group Activity

Module 33–18 Barriers to Effective Listening

Module 33–18 Physical Distractions Noise Movement

Module 33–18 Mental Distractions

Module 33–18 Summary & Conclusions Barriers to active listening Characteristics of effective listening Effective listening and high-quality customer service Strengths and weaknesses in our listening styles