1. Communication  Communication may be viewed as a symbolic, transactional process, or the process of creating and sharing meaning.  Transactional means that when people communicate, they have a mutual impact on each other.  A message is sent verbally and nonverbally  The message is received and interpreted  Verbal and nonverbal feedback is usually given  Feedback is offered by the sender

2. Principles of Communication  One cannot not behave  One cannot not communicate  The meaning of a given behavior is not the true meaning of the behavior; it is, however, the personal truth for the person who has given it a particular meaning (subjective)  Be curious! What is their reality?

3. Interpersonal Communication Model Senders Intentions (Private) Noise Interference Effect On Listener (Private) Senders Actions (Public) Noise Interference Senders Style Of Encoding Listeners Style Of Decoding

4. Barriers to Listening  Preoccupation or Lack of Interest  1. Listen and develop interest. 2. Pretend to listen. 3. Tell them your not interested (honesty)  Environmental Factors  Noise distractions, Context or Situation  Psychological Filter  Preconceived ideas, stereotypes, labels, etc…  Selective attention  Emotions  Emotional states impact our ability to focus  Take time out or learn to self-regulate  Rate Differences  Average rate of speech is125 to 175 words per minute whereas the brain can process 500 to 1,000 words a minute (challenge to not wander in our thoughts)

5. First Impressions  Please take a quick moment to form a quick judgement of someone who is: Envious, Stubborn, Critical, Impulsive, Industrious, and Intelligent.  Would you want this person as a co-worker.

6. First Impression (Continued)  Now, please take another moment to size up someone else who is: Intelligent, Industrious, Impulsive, Critical, Stubborn, and Envious.  More impressive, yes? This person isn’t perfect, but seems competent and ambitious.

7. Improving Listening Behaviors  Open and Attentive Body Language (children/adult)  Positive Eye Contact (listener more than speaker)  Facial Expression  Head and Body Movements (nodding)  Touching and Interpersonal Distance (arm/2-4 ft)  Verbal Responses  Clarifying, Paraphrasing, Feedbacketc…  Elimination of Negative Listening Behaviors  Cheek puffing, eye rolling, shoulder shrugging, foot or leg bouncing up and down, sighing etc… (be curious!)

8. Types of Different Listening  Empathic Listening- becoming aware of the person’s perspective and then communicated it to them.  Level 1 (miss facts and feelings  Level 2 (grasp facts but miss feelings)  Level 3 (grasp facts and gets incorrect emotion)  Level 4 (grasp facts and gets correct emotion)  Receptive Listening- (silence or restricted responses)  Listening without interrupting  Listening without judging  Listening without One-Upping  Listening without advice giving and problem solving  Directive Listening- (Ask questions)

9. Avoiding Communication Traps  When you receive and incongruent message, the safer alternative is to respond to the words  Talk about the communication or metacommunicate  Don’t mind read no matter how well you think you know the person