1. Effective Communication

2. Vocabulary
Paralanguage:is nonverbal communication such as your tone, pitch or manner of speaking. An example of paralanguage is the pitch of your voice.
Disbelief: Refusal or reluctance to believe
Prejudice: Preconceived opinion not based on reason or experience.
Non-verbal cue: A non-verbal cue is a message that does not use words. Non-verbal cues can include facial expression, posture or eye contact.

3. communication non verbale
Vocabulary
English
French
Paralanguage
Disbelief
Incrédulité
Prejudice
préjudice
Non-verbal cue
communication non verbale

4. Elements of Communication
Body Language
Words
Tone of
Voice
Face to Face

5. Body Language Signs of lying Using hands to improve speech Defensive
Raised Eyebrows - Disbelief
Evaluation
Bored

6. Body Language To boost your confidence, assume a power pose
To increase participation, look like you’re listening
To encourage collaboration, remove barriers
To connect instantly with someone, shake hands
To stimulate good feelings, smile
To show agreement, mirror expressions and postures
To learn the truth, watch people’s feet
To sound authoritative, keep your voice down 
To improve your speech, use your hands
To improve your memory, uncross your arms and legs

7. Match the following. To boost your confidence, keep your voice down
To increase participation, use your hands
To encourage collaboration, watch people’s feet
To connect instantly with someone, assume a power pose
To stimulate good feelings, look like you’re listening
To show agreement, uncross your arms and legs
To learn the truth, smile
To sound authoritative, shake hands
To improve your speech, mirror expressions and postures
To improve your memory, remove barriers

8. I didn’t say he borrowed my book.
Tone of Voice
Stress on the words in red and see how the tone of voice changes what you mean.
I didn’t say he borrowed my book.

9. When you communicate, choose your words carefully.
Recommendation
Statements to avoid
Alternative
Use “I” messages.
“You are confusing me.”
“I am confused. Please help me understand what you mean.”
Avoid giving orders.
“Wait here!”
“Would you please wait here while I talk to my supervisor?”
Avoid using
“should have.”
“You should have eaten
less fatty foods.”
“We want you to stay
healthy. These recommendations will help you.”

10. “We need to review your proof of address today.”
Recommendation
Statements to avoid
Alternative
Avoid using “have to”
“You have to bring your
proof of address.”
“We need to review your proof of address today.”
Focus on what
CAN be done.
“It’s not part of my job.”
“Let me get Lynn. She can help you with that.”
Be specific. Avoid
“always” and “never.”
“You always forget your
medical information.”
“You forgot your medical information on your last appointment.”

11. Which of these would help to improve communication?
leaning forward in chair, nodding and smiling
chewing gum while talking
listening carefully
identifying feelings
sitting with folded arms
starting the session on time
scowling, rolling your eyes, or smiling inappropriately.

12. Choose better words in each situation
Your turn!
Choose better words in each situation
1. Lily walks into a hospital and is greeted by the receptionist who says: “Sit over there!”
2.Lily has not been on time for the last two appointments. The receptionist says, “You’re never on time!”
3. Lily asks a question about her diabetes. The receptionist responds by saying: “It’s not my job to talk to you about diabetes.”
1. “Please feel free to have a seat while you are waiting.”
2. “I notice that you were late to your last 3 appointments.”
3. “Please wait, Doctor X will be able to answer all your questions.”