1. Communication and Active Listening Essential Tools for the Community Ambassador

2. Learning Objectives Understand the definition of communication and its components Understand the definition of communication and its components Identify the elements of the listening process Identify the elements of the listening process Participate in identifying cultural and generational issues in communication Participate in identifying cultural and generational issues in communication Define Active Listening Define Active Listening Understand how to create positive settings for improved communication Understand how to create positive settings for improved communication Learn the different types of responses utilized in active listening Learn the different types of responses utilized in active listening Participate in an active listening exercise Participate in an active listening exercise

3. Defining Communication Communication occurs whenever one person sends a message to another person. Communication occurs whenever one person sends a message to another person. The message may be either verbal, nonverbal or both. The message may be either verbal, nonverbal or both.

4. Two important components of communication are Attending – this refers to the physical and psychological state or what some have called your “total human presence” that helpers are in when they are assisting people Attending – this refers to the physical and psychological state or what some have called your “total human presence” that helpers are in when they are assisting people Listening – this refers to the ability of helpers to understand the messages that are being communicated by people, whether the messages are being communicated verbally or nonverbally, clearly or vaguely. Listening is an active process and not a passive behavior Listening – this refers to the ability of helpers to understand the messages that are being communicated by people, whether the messages are being communicated verbally or nonverbally, clearly or vaguely. Listening is an active process and not a passive behavior

5. Elements in the Listening Process Hearing Hearing Attending Attending Understanding Understanding

6. Nonverbal communication Personal space, Personal space, Facial expression, Facial expression, Display rules – cultural rules that govern how emotions are expressed, Display rules – cultural rules that govern how emotions are expressed, Eye contact and gaze, Eye contact and gaze, Body language, Body language, Touch, and Touch, and Paralanguage which includes loudness, intensity, speed and rhythm of speech Paralanguage which includes loudness, intensity, speed and rhythm of speech

7. Nonverbal communication is important because Negative feelings may only be expressed through nonverbal channels Negative feelings may only be expressed through nonverbal channels Ability to understand people is significantly increased as one is better able to understand nonverbal signals Ability to understand people is significantly increased as one is better able to understand nonverbal signals

8. Cultural and Generational Issues in Communication Cultures impact how people communicate. It affects how people see, think, feel, interpret the world and express themselves to others. These differences can be challenging in our multicultural community as they can increase the potential for miscommunication and misunderstanding. Cultures impact how people communicate. It affects how people see, think, feel, interpret the world and express themselves to others. These differences can be challenging in our multicultural community as they can increase the potential for miscommunication and misunderstanding.

9. Active Listening Active listening is paying attention to other people in a manner where they feel that you hear their message and that you fully understand them. At the core of active listening is the ability to be empathic with people, meaning that while you may not necessarily agree with them, you do understand their experience. Active listening is paying attention to other people in a manner where they feel that you hear their message and that you fully understand them. At the core of active listening is the ability to be empathic with people, meaning that while you may not necessarily agree with them, you do understand their experience.

10. Active Listening Behaviors Listening carefully Listening carefully Attending to the nonverbal cues and underlying messages Attending to the nonverbal cues and underlying messages Listening to the context of people’s lives Listening to the context of people’s lives Not interrupting people Not interrupting people Using words and body language to convey a genuine attempt to understand what people are saying and their experience. Using words and body language to convey a genuine attempt to understand what people are saying and their experience. Responding to words and feelings being express to help people increase an understanding of their needs and experience. Responding to words and feelings being express to help people increase an understanding of their needs and experience.

11. Guidelines for Creating a Positive Setting for Improved Communication Guidelines for Creating a Positive Setting for Improved Communication Learn to feel and create empathy for people Learn to feel and create empathy for people Practice withholding judgment, Practice withholding judgment, Strive for honesty in communicating to others, Strive for honesty in communicating to others, Accept and respond to what is being communicated Accept and respond to what is being communicated

12. Guidelines for Creating a Positive Setting for Improved Communication Clarify with questions about what you think is being communicated, Clarify with questions about what you think is being communicated, Summarize what you think has been said Summarize what you think has been said If you express an opinion, express your opinions tentatively If you express an opinion, express your opinions tentatively

13. Types of Responses in Active Listening Types of Responses in Active Listening Restating Restating Summarizing Summarizing Minimal encouragers Minimal encouragers Reflecting Reflecting Giving feedback Giving feedback Emotion labeling Emotion labeling Probing Probing

14. Types of Responses in Active Listening Validation Validation Effective pause Effective pause Silence Silence “I” messages “I” messages Redirecting Redirecting Consequences Consequences

15. Communication Blockers “Why” questions “Why” questions Quick reassurance Quick reassurance Advising Advising Forcing someone to talk Forcing someone to talk Patronizing Patronizing Preaching Preaching Interrupting Interrupting

16. Caution: Advising responses – this reflects our tendency as people to help by offering a solution. Before offering advice, three conditions should be present: Advising responses – this reflects our tendency as people to help by offering a solution. Before offering advice, three conditions should be present: Be confident that the advice is correct. Be confident that the advice is correct. Be sure the other wants is ready to accept advice. Be sure the other wants is ready to accept advice. Be certain that the person won’t blame you if the advice doesn’t work out. Be certain that the person won’t blame you if the advice doesn’t work out.

17. Caution: Judging response – this response evaluates the person’s thoughts or behavior in some. Judgments have the best chance of being received when two conditions exist. Judging response – this response evaluates the person’s thoughts or behavior in some. Judgments have the best chance of being received when two conditions exist. - The person with the problem should have requested an evaluation and requested an evaluation and - Your judgment should be genuinely - Your judgment should be genuinely constructive and not designed as a constructive and not designed as a putdown. putdown.

18. Cultural and Generational Issues in Communication – II What are some common issues that come up when older members in your communities, talk to: What are some common issues that come up when older members in your communities, talk to: - Other people outside the community in general (cultural issues) in general (cultural issues) - Younger people within and outside - Younger people within and outside the community (generational issues) the community (generational issues)