1. Developing Communication Skills
Chapter 5

2. The Communication Process
5:1

3. Communication
Communication is an exchange of information between two or more people
Sender – transmits or sends the message
Receiver – hears and interprets the message
Feedback – a sign back to the sender that the message is understood
Shared meaning – good communication occurs when the sender of the message and the receiver both have the same understanding of the message

4. Types of Communication
Nonverbal communication – send and receiving messages without using words
Facial expressions, body language, eye contact, and gestures
Verbal communication – the use of words to send and receive message
Speaking and writing
The way you use both nonverbal and verbal communication affects the message you send and receive

5. Body Language
Common form of nonverbal communication through body movement
You can express their thoughts, feelings and emotions
Your culture, background and past experiences can influence how you interpret body language.

6. Body Language
Facial Expression – can communicate a wide range of emotions to others
Direct eye contact helps convey a massage that you care and are interested in what a person has to say
Gestures helps emphasize their spoken words
Body Motions the way you sit, stand, or walk while communicating
Sitting forward in a chair shows you are alert and listening
A firm handshake sends a message of friendliness

7. Verbal Communication Skills
Your environment influences the words you uses and the way you use them to express yourself
Word meaning may vary from one part of the country to another, or from one culture to another
Your tone of voice can also change the meaning of what you say

8. I-Statement
Use an I-Statement to express your thoughts, feelings, and ideas can help you speak for yourself-from your point of view
Responsibility and control over what you communicate to others

9. Types of I-Statement Descriptive Thought
Used to report what you have seen or heard
Describe information taken in through your sense
Thought
Starts with words such as “I think”, “I wonder”, or “I believe
Tell others how you interpret what you have seen or head

10. Types of I-Statement Feeling Intention Action
Lets others know how you feel
Intention
Let others know what you want to do
Start with words such as “I want” or “I wish”
Action
Let other know what your are doing now, have done in the past, or will do in the future
Use action verbs

11. Self-Awareness Circle
I See
I Think
I Feel
I Want
I will Do
Self-Awareness Circle

12. You-Statement
You-statements attack the person, not the problem blame the other people
The receiver responds in the defensive manner

13. Receiving Message
Communication is a two-way process. You must be able to speak and listen well.
Listening happens in two parts
First taking in the message
Second interpreting the message

14. Listening Skill
Passive Listening – hearing words without always listening for meaning
Active Listening – you give the sender some type of sign you are listening
Checking out – using questions to clarify a message
Reflecting – indicates active listening
Repeat in your words what you thing has been said
Silence provides time for both people to think about what was said

15. Factors Affecting Communication
5:2

16. Your Self-Esteem
People with low self-esteem send and interpret messages differently form those with high self-esteem
People with low self-esteem have more problems communication effectively
Talking with a caring person who is a good listener can build confidence and improve communication skills

17. Negative Communication Patterns
Lying
Blaming
Placating
Distracting
As self-esteem increases, so does the ability to communicate clearly

18. Your Emotional State
When you are calm you will have greater success at communicating a message others will understand

19. Your Environment
The environment in which you communicate can affect the communication process

20. Communication Barriers
Low self-esteem
Intense emotions
Noisy environments
Closed minds
Prejudices – when a person forms opinions about other without knowledge or facts

21. How to be a better speaker or listener
Keep an open mind
Avoid mixed message
Overcome prejudice of others by asking questions and getting all the facts before forming on opinion
Practice active listen when other speak

22. Skills for Conflict Resolution
5:3

23. Conflict Conflict occurs when any two people disagree on some issue.
Some conflict is a normal part of most relationshiops

24. Resolving Conflict
Conflict resolution is one skill that can help you resolve conflicts in a positive way
Guidelines for Resolving Conflicts
Bring the conflict into the open as soon as possible
Stay calm. Speak with a moderate tone and at a moderate pace
Keep you emotions under control

25. Steps to Resolving Conflict
Identify the problem
Identify who Owns the problem
If it only bothers one person they own it, if it bothers both they jointly own it
Accept Ownership of the Problem
Solve the Problem
If jointly owned you will need to use negotiation
Negotiation – a communication process in which people alternate between sending and receiving messages