Effective Communication

Vocabulary Paralanguage:is nonverbal communication such as your tone, pitch or manner of speaking. An example of paralanguage is the pitch of your voice. Disbelief: Refusal or reluctance to believe Prejudice: Preconceived opinion not based on reason or experience. Non-verbal cue: A non-verbal cue is a message that does not use words. Non-verbal cues can include facial expression, posture or eye contact.

communication non verbale Vocabulary English French Paralanguage Disbelief Incrédulité Prejudice préjudice Non-verbal cue communication non verbale

Elements of Communication Body Language Words Tone of Voice Face to Face

Body Language Signs of lying Using hands to improve speech Defensive Raised Eyebrows - Disbelief Evaluation Bored

Body Language To boost your confidence, assume a power pose To increase participation, look like you’re listening To encourage collaboration, remove barriers To connect instantly with someone, shake hands To stimulate good feelings, smile To show agreement, mirror expressions and postures To learn the truth, watch people’s feet To sound authoritative, keep your voice down  To improve your speech, use your hands To improve your memory, uncross your arms and legs

Match the following. To boost your confidence, keep your voice down To increase participation, use your hands To encourage collaboration, watch people’s feet To connect instantly with someone, assume a power pose To stimulate good feelings, look like you’re listening To show agreement, uncross your arms and legs To learn the truth, smile To sound authoritative, shake hands To improve your speech, mirror expressions and postures To improve your memory, remove barriers

I didn’t say he borrowed my book. Tone of Voice Stress on the words in red and see how the tone of voice changes what you mean. I didn’t say he borrowed my book.

When you communicate, choose your words carefully. Recommendation Statements to avoid Alternative Use “I” messages. “You are confusing me.” “I am confused. Please help me understand what you mean.” Avoid giving orders. “Wait here!” “Would you please wait here while I talk to my supervisor?” Avoid using “should have.” “You should have eaten less fatty foods.” “We want you to stay healthy. These recommendations will help you.”

“We need to review your proof of address today.” Recommendation Statements to avoid Alternative Avoid using “have to” “You have to bring your proof of address.” “We need to review your proof of address today.” Focus on what CAN be done. “It’s not part of my job.” “Let me get Lynn. She can help you with that.” Be specific. Avoid “always” and “never.” “You always forget your medical information.” “You forgot your medical information on your last appointment.”

Which of these would help to improve communication? leaning forward in chair, nodding and smiling chewing gum while talking listening carefully identifying feelings sitting with folded arms starting the session on time scowling, rolling your eyes, or smiling inappropriately.

Choose better words in each situation Your turn! Choose better words in each situation 1. Lily walks into a hospital and is greeted by the receptionist who says: “Sit over there!” 2.Lily has not been on time for the last two appointments. The receptionist says, “You’re never on time!” 3. Lily asks a question about her diabetes. The receptionist responds by saying: “It’s not my job to talk to you about diabetes.” 1. “Please feel free to have a seat while you are waiting.” 2. “I notice that you were late to your last 3 appointments.” 3. “Please wait, Doctor X will be able to answer all your questions.”