1. Prepared by Thuy Tran, Sep 2012 Communication skill

2. Medic-Unity ® How good are you in communication skills? 23 http://www.mindtools.com/pages/article/newCS_99.htm Mini test

3. Medic-Unity ® How good are you in communication skills? 23 ScoreComment 56-75 Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills. 36-55 You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve. 15-35 You need to keep working on your communication skills. You are not expressing yourself clearly, and you may not be receiving messages correctly either. The good news is that, by paying attention to communication, you can be much more effective at work, and enjoy much better working relationships! The rest of this article will direct you to some great tools for improving your communication skills.

4. Medic-Unity ® Contents Communication process Effective communication 23

5. Medic-Unity ® Communication process 23

6. Medic-Unity ® Communication process 23 1.Encoding: Creating a Clear, Well-Crafted Message  Understand what you truly need and want to say.  Anticipate the other person's reaction to your message.  Choose words & body language => allow the other person to really hear what you're saying.

7. Medic-Unity ® Communication process 23 2. Choose the right channel: choose the best channel to use to send your message  The sensitivity & emotional content of the subject.  How easy it is to communicate detail.  The receiver's preferences.  Time constraints.  The need to ask & answer questions.

8. Medic-Unity ® Communication process 23 3. Decoding: Receive & Interpret Message Look at the person. Pay attention to his/her body language. Avoid distractions. Nod & smile to acknowledge points. Occasionally think back about what the person has said. Allow the person to speak, without thinking about what you'll say next. Don't interrupt.

9. Medic-Unity ® Communication process 23 4. Feedback: sometimes verbal, sometime not. Feedback through body language is perhaps the most important source of clues to the effectiveness of your communication (by watching the facial expressions, gestures, and posture of the person you're communicating with)body language

10. Medic-Unity ® Effective communication 23 What is it?  More than just exchanging information  Requires you to also understand the emotion behind the information.  Can improve relationships at home/work/in social situations  Enables you to communicate even negative/difficult messages without creating conflict/destroying trust

11. Medic-Unity ® Effective communication 23 Skill # 1: Effective Listening Make the speaker feel heard and understood Create an environment where everyone feels safe to express Save time Diffuse negative emotions

12. Medic-Unity ® Effective communication 23 Skill # 1: Effective Listening Focus fully on the speaker Avoid interrupting Avoid seeming judgmental Show your interest

13. Medic-Unity ® Effective communication 23 Skill # 2: Nonverbal communication (body language)  Facial expressions/body movement & gestures/eye contact/ posture/the tone of your voice/your muscle tension and breathing  The way you look, listen, move, and react to another person tells them more about how you’re feeling than words alone ever can

14. Medic-Unity ® Effective communication 23 Skill # 2: Nonverbal communication  Practice observing people  Be aware of individual differences How to read:  Look at nonverbal communication signals as a group

15. Medic-Unity ® Effective communication 23 Skill # 2: Nonverbal communication Use body language to convey positive feelings How to deliver: Use nonverbal signals matching up with your words Adjust nonverbal signals according to the context

16. Medic-Unity ® Effective communication 23 Skill # 3: Managing stress  Recognize when you’re becoming stressed  Take a moment to calm down  Bring your senses to the rescue  Look for humor in the situation  Be willing to compromise  Agree to disagree

17. Medic-Unity ® 23 Something need to avoid

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