Communication and Active Listening com

8/4/2019 Communication and Active Listening com

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Communication and ActiveCommunication and Active

ListeningListening

Essential Tools for theEssential Tools for the

Community AmbassadorCommunity Ambassador


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Learning ObjectivesLearning Objectives

Understand the definition of communication and itsUnderstand the definition of communication and itscomponentscomponents

Identify the elements of the listening processIdentify the elements of the listening process

Participate in identifying cultural and generationalParticipate in identifying cultural and generationalissues in communicationissues in communication

Define Active ListeningDefine Active Listening

Understand how to create positive settings forUnderstand how to create positive settings for

improved communicationimproved communication Learn the different types of responses utilized inLearn the different types of responses utilized in

active listeningactive listening

Participate in an active listening exerciseParticipate in an active listening exercise


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Defining CommunicationDefining Communication

Communication occurs whenever oneCommunication occurs whenever one

person sends a message to anotherperson sends a message to anotherperson.person.

The message may be either verbal,The message may be either verbal,

nonverbal or both.nonverbal or both.


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Two important components ofTwo important components of

communication arecommunication are AttendingAttending this refers to the physical andthis refers to the physical and

psychological state or what some have calledpsychological state or what some have called

your total human presence that helpers are inyour total human presence that helpers are inwhen they are assisting peoplewhen they are assisting people

ListeningListening this refers to the ability of helpersthis refers to the ability of helpersto understand the messages that are beingto understand the messages that are being

communicated by people, whether the messagescommunicated by people, whether the messagesare being communicated verbally or nonverbally,are being communicated verbally or nonverbally,clearly or vaguely. Listening is an active processclearly or vaguely. Listening is an active processand not a passive behaviorand not a passive behavior


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Elements in the ListeningElements in the Listening

ProcessProcess

HearingHearing

AttendingAttendingUnderstandingUnderstanding


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Nonverbal communicationNonverbal communication

Personal space,Personal space,

Facial expression,Facial expression,

Display rulesDisplay rules

cultural rules that govern howcultural rules that govern howemotions are expressed,emotions are expressed,

Eye contact and gaze,Eye contact and gaze,

Body language,Body language,

Touch, andTouch, and

Paralanguage which includes loudness,Paralanguage which includes loudness,intensity, speed and rhythm of speechintensity, speed and rhythm of speech


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Nonverbal communication isNonverbal communication is

important becauseimportant because

Negative feelings may only beNegative feelings may only be

expressed through nonverbalexpressed through nonverbalchannelschannels

Ability to understand people isAbility to understand people is

significantly increased as one is bettersignificantly increased as one is betterable to understand nonverbal signalsable to understand nonverbal signals


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Cultural and GenerationalCultural and Generational

Issues in CommunicationIssues in Communication

Cultures impact how people communicate.Cultures impact how people communicate.It affects how people see, think, feel,It affects how people see, think, feel,

interpret the world and expressinterpret the world and expressthemselves to others. These differencesthemselves to others. These differencescan be challenging in our multiculturalcan be challenging in our multicultural

community as they can increase thecommunity as they can increase thepotential for miscommunication andpotential for miscommunication andmisunderstanding.misunderstanding.


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Active ListeningActive Listening

Active listening is paying attention to otherActive listening is paying attention to otherpeople in a manner where they feel thatpeople in a manner where they feel that

you hear their message and that you fullyyou hear their message and that you fullyunderstand them. At the core of activeunderstand them. At the core of activelistening is the ability to be empathic withlistening is the ability to be empathic with

people, meaning that while you may notpeople, meaning that while you may notnecessarily agree with them, you donecessarily agree with them, you dounderstand their experience.understand their experience.


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Active Listening BehaviorsActive Listening Behaviors Listening carefullyListening carefully

Attending to the nonverbal cues and underlyingAttending to the nonverbal cues and underlyingmessagesmessages

Listening to the context of peoples livesListening to the context of peoples lives Not interrupting peopleNot interrupting people

Using words and body language to convey aUsing words and body language to convey agenuine attempt to understand what people aregenuine attempt to understand what people are

saying and their experience.saying and their experience. Responding to words and feelings being expressResponding to words and feelings being express

to help people increase an understanding ofto help people increase an understanding oftheir needs and experience.their needs and experience.


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Guidelines for Creating aGuidelines for Creating aPositive Setting forPositive Setting for

Improved CommunicationImproved Communication Learn to feel and create empathy forLearn to feel and create empathy for

peoplepeople

Practice withholding judgment,Practice withholding judgment,

Strive for honesty in communicating toStrive for honesty in communicating toothers,others,

Accept and respond to what is beingAccept and respond to what is beingcommunicatedcommunicated


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Guidelines for Creating aGuidelines for Creating aPositive Setting for ImprovedPositive Setting for Improved

CommunicationCommunication Clarify with questions about what youClarify with questions about what you

think is being communicated,think is being communicated,

Summarize what you think has been saidSummarize what you think has been said

If you express an opinion, express yourIf you express an opinion, express youropinions tentativelyopinions tentatively


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Types of ResponsesTypes of Responses

in Active Listeningin Active Listening RestatingRestating

SummarizingSummarizing

Minimal encouragersMinimal encouragers

ReflectingReflecting

Giving feedbackGiving feedback Emotion labelingEmotion labeling

ProbingProbing


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Types of ResponsesTypes of Responses

in Active Listeningin Active ListeningValidationValidation

Effective pauseEffective pause

SilenceSilence

I messagesI messages

RedirectingRedirecting ConsequencesConsequences


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Communication BlockersCommunication Blockers

Why questionsWhy questions

Quick reassuranceQuick reassurance

AdvisingAdvising

Forcing someone to talkForcing someone to talk

PatronizingPatronizing PreachingPreaching

InterruptingInterrupting


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Caution:Caution:

Advising responsesAdvising responses this reflects ourthis reflects ourtendency as people to help by offering atendency as people to help by offering a

solution. Before offering advice, threesolution. Before offering advice, threeconditions should be present: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 toBe sure the other wants is ready toaccept advice.accept advice.

Be certain that the person wont blameBe certain that the person wont blameyou if the advice doesnt work out.you if the advice doesnt work out.


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Caution:Caution:

Judging responseJudging response this responsethis responseevaluates the persons thoughts orevaluates the persons thoughts orbehavior in some. Judgments have thebehavior in some. Judgments have thebest chance of being received when twobest chance of being received when twoconditions exist.conditions exist.-- The person with the problem should haveThe person with the problem should have

requested an evaluation andrequested an evaluation and-- Your judgment should be genuinelyYour judgment should be genuinely

constructive and not designed as aconstructive and not designed as aputdown.putdown.


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Cultural and GenerationalCultural and Generational

Issues in CommunicationIssues in Communication IIII What are some common issues that comeWhat are some common issues that come

up when older members in yourup when older members in your

communities, talk to:communities, talk to:

-- Other people outside the communityOther people outside the community

in general (cultural issues)in general (cultural issues)

-- Younger people within and outsideYounger people within and outside

the community (generational issues)the community (generational issues)

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Communication and Active Listening com