1. Communication Leo Africano
PTLLS
Communication
Leo Africano

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

3. 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

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

6. 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

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

8. 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'.

9. 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

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

11. 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'.

12. Using Questions

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

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

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

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

17. 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

18. Active listening Giving Attention Encouraging Paraphrasing
Reflecting feelings
Reflecting meanings
Summarising

19. 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

20. 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

21. 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

22. 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