ObjectivesObjectives

Learn the:Learn the:

Purposes of communicationPurposes of communication Components of communicationComponents of communication Importance of listening skillsImportance of listening skills

Work Readiness Work Readiness ProgramProgram

Communication Communication

Definition of CommunicationDefinition of Communication

““Transmitting information either Transmitting information either

verbally or in writing.”verbally or in writing.”

(May include other forms of symbols.)(May include other forms of symbols.)

Purposes of CommunicationPurposes of Communication

SocialSocial

InformationalInformational

ExpressiveExpressive

PersuasivePersuasive

Components of CommunicationComponents of Communication

Our wordsOur words

Our tone of voiceOur tone of voice

Our body “language” or Our body “language” or movementsmovements

Key to CommunicationKey to Communication

LISTENING:LISTENING:

An active process that requiresAn active process that requires

energy and takes practice.energy and takes practice.

Benefits & Rewards of ListeningBenefits & Rewards of Listening

Fosters mutual respect & good communication.Fosters mutual respect & good communication. Promotes cooperation & support.Promotes cooperation & support. Reduces tension & stress.Reduces tension & stress. Stimulates group & team solidarity.Stimulates group & team solidarity. Encourages the surfacing of real issues.Encourages the surfacing of real issues. Provides more accurate information.Provides more accurate information. Promotes a better understanding of others.Promotes a better understanding of others. Facilitates self-discovery.Facilitates self-discovery. Leads to better decision making & problem Leads to better decision making & problem

solving.solving.

Risks of ListeningRisks of Listening

Makes us more vulnerable to the deeper Makes us more vulnerable to the deeper concerns & problems of others.concerns & problems of others.

Increases risk that we may see ourselves Increases risk that we may see ourselves as other see us.as other see us.

Increases the risk of hearing criticism.Increases the risk of hearing criticism. We might be changed by what we hear.We might be changed by what we hear. Our listening may be unappreciated, if not Our listening may be unappreciated, if not

exploited by others.exploited by others.

Tips to Improve Your ListeningTips to Improve Your Listening

Become aware of your own listening habits.Become aware of your own listening habits. Share responsibility for two-way communication.Share responsibility for two-way communication. Be physically attentive.Be physically attentive. Concentrate on what the speaker is saying.Concentrate on what the speaker is saying. Listen for the total meaning, feelings as well as information.Listen for the total meaning, feelings as well as information. Observe non-verbal signs.Observe non-verbal signs. Adopt an accepting attitude toward the speaker.Adopt an accepting attitude toward the speaker. Express empathetic understanding.Express empathetic understanding. Listen to yourself.Listen to yourself. Take appropriate actions.Take appropriate actions.

What to Avoid While ListeningWhat to Avoid While Listening

Don’t mistake not talking for listening.Don’t mistake not talking for listening. Don’t “fact” listen.Don’t “fact” listen. Don’t interrupt needlessly.Don’t interrupt needlessly. Don’t pass judgment too quickly.Don’t pass judgment too quickly. Don’t argue to prove you are right for “ego” sake.Don’t argue to prove you are right for “ego” sake. Don’t ask too many questions.Don’t ask too many questions. Don’t ever tell a speaker, “I know exactly how you feel.”Don’t ever tell a speaker, “I know exactly how you feel.” Don’t over react to emotional words.Don’t over react to emotional words. Don’t give advice unless it is requested.Don’t give advice unless it is requested. Don’t use listening as a way of hiding yourself.Don’t use listening as a way of hiding yourself.

How Did You Say It?How Did You Say It?

Some major areas of non-verbal Some major areas of non-verbal behaviors to consider:behaviors to consider:

Eye ContactEye Contact Facial ExpressionsFacial Expressions GesturesGestures Posture and Body OrientationPosture and Body Orientation ProximityProximity Para linguisticsPara linguistics HumorHumor

Proximity & “Personal Space”Proximity & “Personal Space”

Intimate DistanceIntimate Distance: Roughly within : Roughly within 18” of another person. This is 18” of another person. This is appropriate for intimate behavior or appropriate for intimate behavior or with friends and/or family.with friends and/or family.

Personal Distance: Personal Distance: 1-1/2’ to 4’. This 1-1/2’ to 4’. This is normal for conversation between is normal for conversation between friends with or without touching.friends with or without touching.

Proximity & “Personal Space”Proximity & “Personal Space”

Social Distance:Social Distance: 4’ to 12’. 4’ to 12’. Appropriate for informal and social Appropriate for informal and social business transactions with more business transactions with more formal business transactions at the formal business transactions at the upper range.upper range.

Public Distance:Public Distance: 12’ and beyond. 12’ and beyond. Used for casual greetings and Used for casual greetings and acknowledgement.acknowledgement.

Para-linguistics: Para-linguistics: a facet of non-verbal a facet of non-verbal communication which includes vocal “elements.”communication which includes vocal “elements.”

ToneTone PitchPitch RhythmRhythm LoudnessLoudness InflectionInflection

Humor!!!Humor!!!

Often overlooked, humor can be a very Often overlooked, humor can be a very effective communication tool.effective communication tool.

Laughter releases stress and tension, allows Laughter releases stress and tension, allows for a more relaxed interchange of ideas, for a more relaxed interchange of ideas,

and facilitates learning. It is also known to and facilitates learning. It is also known to exercise our inner organs!exercise our inner organs!

BE CAREFULBE CAREFUL

Roadblocks to CommunicationRoadblocks to Communication Distractions such as interruptions, noises, Distractions such as interruptions, noises,

cross conversation, phones, poor lighting, cross conversation, phones, poor lighting, people moving around, et al.people moving around, et al.

Trigger words that provoke a negative Trigger words that provoke a negative response & lead away from the focus. response & lead away from the focus. These are usually personal in nature.These are usually personal in nature.

Vocabulary & speaker’s habits that include Vocabulary & speaker’s habits that include an unfamiliarity with usage of words, an unfamiliarity with usage of words, accents, technical jargon &/or speech accents, technical jargon &/or speech patterns.patterns.

Roadblocks to CommunicationRoadblocks to Communication

Listless or indifferent responses such as Listless or indifferent responses such as blank expression, no questions or blank expression, no questions or reactions.reactions.

Writing down everything, note taking, no Writing down everything, note taking, no attention to speaker.attention to speaker.

Limited attention span, closed-minded, no Limited attention span, closed-minded, no interest or a dislike of the speaker.interest or a dislike of the speaker.

Preoccupation with self, judgmental, too Preoccupation with self, judgmental, too busy talking.busy talking.

The “Dirty Dozen”The “Dirty Dozen”

Ordering, Directing & Commanding: Ordering, Directing & Commanding: telling others what/how to do somethingtelling others what/how to do something

Warning, Threatening or Promising: Warning, Threatening or Promising: threatening consequences or rewardsthreatening consequences or rewards

Moralizing, Preaching and Moralizing, Preaching and “Shoulds/Oughts”“Shoulds/Oughts”

Lecturing, Teaching, Giving “Logical Lecturing, Teaching, Giving “Logical Arguments”Arguments”

Judging, Criticizing, Disagreeing, PlanningJudging, Criticizing, Disagreeing, Planning Name-Calling, Stereotyping, ShamingName-Calling, Stereotyping, Shaming

The Dirty DozenThe Dirty Dozen

Praising and AgreeingPraising and Agreeing Interpreting, Analyzing and DiagnosingInterpreting, Analyzing and Diagnosing Pressuring, Consoling and/or SupportingPressuring, Consoling and/or Supporting Advising, Giving Suggestions or SolutionsAdvising, Giving Suggestions or Solutions Probing, Questioning and InterrogatingProbing, Questioning and Interrogating Withdrawing, Distracting and/or Humoring.Withdrawing, Distracting and/or Humoring.

So, What’s Left? (Or Right?!!)So, What’s Left? (Or Right?!!)

RESPECTRESPECT

APPROPRIATE ATTIREAPPROPRIATE ATTIRE APPEARANCEAPPEARANCE

PERSONAL HYGIENEPERSONAL HYGIENE REPHRASINGREPHRASING

““I” STATEMENTSI” STATEMENTS

SUMMARYSUMMARY Studies show that about 50% of communicating Studies show that about 50% of communicating

time is spent listening. We remember about one-time is spent listening. We remember about one-half of what is heard; eight hours later, we have half of what is heard; eight hours later, we have

forgotten half of that.forgotten half of that.

We retain about one-fourth of what we hear!We retain about one-fourth of what we hear!

Memory is remembering what we hear, see or Memory is remembering what we hear, see or read. It is the difference between not listening, read. It is the difference between not listening, not paying attention, or truly forgetting. All can not paying attention, or truly forgetting. All can

be improved with conscious effort.be improved with conscious effort.

QUESTIONS?QUESTIONS?

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