Communication Skills The purpose of this module is

Communication Skills The purpose of this module is to present basic principles of communication and an opportunity for participants to practice effective communication techniques. QUALITY ASSURANCE PROJECT 1

At the end of this module participants will be able to: · Identify characteristics of effective communication · Demonstrate active listening techniques · Demonstrate giving and receiving supportive and corrective feedback QUALITY ASSURANCE PROJECT 2

At the end of this module participants will be able to: · Recognize blocks to effective communication · Identify a three-step technique to help in communicating feelings QUALITY ASSURANCE PROJECT 3

Content • • • The Communication Model Communication Channels Communication Skills Blocks to Effective Communication Communicating Feelings QUALITY ASSURANCE PROJECT 4

Communication Sender Channel Mes sag e Sym Non bolic Verb verbal Writ al ten Receiver Fee dba c k QUALITY ASSURANCE PROJECT 5

Understanding Depends On • • Communication skills Attitudes Experience Knowledge QUALITY ASSURANCE PROJECT 6

Understanding Depends On • • • Self-concept Rights Responsibilities Feelings Assessment of what is valuable or worthwhile QUALITY ASSURANCE PROJECT 7

Communication will be effective when the sender and receiver feel positive and respectful of each other QUALITY ASSURANCE PROJECT 8

Communication Channels · Symbolically · Nonverbally · Verbally · Written · Electronically QUALITY ASSURANCE PROJECT 9

Effective Sending • Self-awareness of thoughts and feelings • Freedom of expression • Awareness of the listener QUALITY ASSURANCE PROJECT 10

Active Listening Behaviors • • No interruptions Body language conveys interest Eye contact Restating sender’s words QUALITY ASSURANCE PROJECT 11

Active Listening Behaviors • • • Encouragement Open-ended questions Clarification Summarizing Being non-judgmental QUALITY ASSURANCE PROJECT 12

Active Listening Suggestions • Be fully accessible • Be aware of own feelings • Maintain self-esteem of others QUALITY ASSURANCE PROJECT 13

Active Listening Suggestions • Acknowledge feelings with empathy • Check for understanding • Make suggestions about the process QUALITY ASSURANCE PROJECT 14

Acronyms K eep It S imple and S pecific QUALITY ASSURANCE PROJECT C larify L isten E ncourage A cknowledge R eflect 15

Types of Feedback Supportive Corrective • Reinforce an effective • Change an undesirable and desirable behavior QUALITY ASSURANCE PROJECT 16

Performance Review • • Clear criteria for success Assessment of performance Reasons for success or failure How to improve QUALITY ASSURANCE PROJECT 17

Giving Feedback • Focus on behavior • Make comments specific – who – what – where – when QUALITY ASSURANCE PROJECT 18

Giving Feedback • Focus on behavior that can be changed • Be timely • Acknowledge discomfort • Express appreciation QUALITY ASSURANCE PROJECT 19

Receiving Feedback • Actively listen and clarify • Give feedback serious consideration • Notice defensiveness QUALITY ASSURANCE PROJECT 20

Receiving Feedback • Summarize feedback • Communicate need for help • Express appreciation QUALITY ASSURANCE PROJECT 21

Blocks to Communication • • Evaluating Advice-giving Discounting Diagnosing or being psychoanalytical QUALITY ASSURANCE PROJECT 22

Blocks to Communication • • Prying Warning, admonishing, commanding Lecturing Devaluing QUALITY ASSURANCE PROJECT 23

Communicating Feelings Step One: Focus on Feelings Ask, “What am I feeling? ” QUALITY ASSURANCE PROJECT 24

Communicating Feelings Step Two: Focus on behaviors that generate the feelings Ask, “what behaviors are causing this feeling? ” QUALITY ASSURANCE PROJECT 25

Communicating Feelings Step Three: Focus on possible responses and choose one QUALITY ASSURANCE PROJECT 26