1. COMMUNICATION

2. COMMUNICATION IS... Verbal (content) Vocal (How it is said) Visual (What is seen) 2

3. COMMUNICATION SUCCESS 7% VERBAL 55% VISUAL 38% VOCAL Psychologist Albert Mehrabian 3

4. COMMUNICATION “Communication is an exchange, not just a give, as all parties must participate to complete the information exchange.” 4

5. Communication is a way of exchanging information. There are many methods of communication including verbal; (speaking, singing, and sign language); and nonverbal (body language, touch or eye contact). Between parties, communication distributes information, expresses feelings, demonstrates knowledge, shares experiences, gives advice or commands, and asks questions.

6. LISTENING SKILLS Actively listen to others. Avoid daydreaming or becoming preoccupied with your own thoughts while others talk. Plan responses after others have finished speaking, not while they are speaking. Planning your responses while others are speaking means you are not listening to what they are saying. Keep the discussion on what the speaker says, not what the listeners want to hear. Paraphrase by restating the speaker’s feelings, ideas, or message to let him know you, the listener, understand. You can begin by saying. “This is what I understand your feelings to be, am I correct?” Observe body language, tone, etc. for emotional nuances.

7. Questioning, Answering, and Explaining Skills Tips for asking questions: A = Ask one question of the group. P = Pause a few seconds to let participants think P = Point to each individual who you might expect to answer. L = Listen carefully to the given answer. E = Evaluate whether the answer is correct; if not, encourage the person to give a different or more appropriate answer.

8. INFORMATION PROCESSING How would you cope with a learner that does not understand your explanation? 8

9. PREVENTING LEARNER OVERLOAD What is learner overload? Why does it occur? Learners need to process information. Learners cannot hold large amount of information in working memory. 9

10. PREVENTING LEARNER OVERLOAD - SUGGESTIONS Talk simply and explain more. Incorporate key learning points into notes. Do less while participants do more. Chunk training and distribute it over time. Give new learners “training wheels”. Detect and remedy overload situation. 10

11. THE INTERPERSONAL GAP MODEL 11 A’s private intentions A’s observable actions B’s private interpretation s Pass through filters and are transformed Into… Pass through filters and are transformed Into…

12. WHAT ARE YOUR FILTERS? 12 Age Birth Order Gender Marital Status Religion Organizational Role Education Work Background Income Family Norms Ethnicity Physical Abilities Values Sexual Orientation

13. WHY DO WE LISTEN BADLY? Lack of interest Criticising speaker’s delivery Boring subject, prejudices Too long 100 things to do Hunger, or some other discomfort Distractions/noisy environment 13

14. BEFORE YOU BEGIN... “There are two types of speakers, those that are nervous, and those that are Liars”. (Mark Twain) Prepare Positive self-messages Attitude towards yourself, teaching, material, audience 14

15. PREPARE 9 P’s Prior Proper Preparation Prevents Poor Performance of the Person Putting on the Presentation. 15

16. HOW DO PEOPLE USE THEIR VOICE? 16

17. USING YOUR VOICE Breathing Projection Articulation Volume Variety Common Voice problems

18. PROPER BREATHING... Good Breathing= Good Voice Relaxes Frees muscles for good speech Focuses thoughts Enables the right attitude

19. PROJECTION Projection Making yourself understood Bringing breath forward into sound Relax muscles and stand erect. Shouting tires voice, causes hoarseness. Projection gives POWER.

20. Projection: Breathing is the key to a good voice. If you breath correctly you will be able to project your voice. Can do the following exercise: Say hello from the back of your mouth Breath deeply and then say hello, projecting the word.

21. ARTICULATION Articulation - making yourself understood. Every sound is clearly heard. Articulate with consonants = t,d,p,b,v,f,k,c,g Enunciate with Vowels = A, I,O,E,U TIP! Consonants lost over distance – Exaggerate!

22. USING LANGUAGE AND STYLE Be Specific. Explain ambiguities. Use simple words. Watch Abbreviations & Acronyms. Active voice.

23. SPICING UP YOUR SPEECH Introduce: Examples Questions Case studies Stories Humor 23

24. DEMONSTRATING WHAT TO DO? Tell them what you are going to do. Demo it, or get class member to demo. Tell them what you have done. HOW? Project voice, Speak slowly. Maintain eye contact with audience. Only look at screen when needed. 24

25. DEMONSTRATING - TIPS AND TRICKS DO: Make sure EVERY member can see the demonstration. Face and speak to audience, not monitor or machine. Use pointer to highlight items. Stand to the side. 25

26. DEMONSTRATING - DO NOT Block line of sight to screen. Create shadows.

27. SUMMARY - WINNING COMMUNICATION WHILE TRAINING Use your voice correctly Breathing, being heard, being understood, variety. Use your body Eye contact, expression, hands and arms, gestures, dress. Use correct language. Keep the audience interested. Demonstrate effectively.

28. YOUR COMMUNICATION STYLE To use your communication style better, or to adapt it to different audiences, understand your style and its impact