MODULE 7 Communication Skills 1 OBJECTIVES 1 Understand

MODULE 7 Communication Skills 1

OBJECTIVES 1) Understand the importance of verbal and non-verbal communication 2) Understand the benefits of and practice reflection as a communication tool 3) Learn and practice ice-breaking, self-introductions, and person-centered listening 4) Discuss how the different generations communicate 2

It is through communication that one learns about the strengths/problems of others. Through communication one conveys meaning, emotion, and importance. Good communication allows for an understanding of others' feelings and thoughts. Through communication, by telling their own story, consumers also "process" information about themselves. Perhaps most importantly, effective communication is vital in instilling hope in others. WHAT IS COMMUNICATION? 3

VERBAL AND NON-VERBAL COMMUNICATION Only 8% of what is communicated is verbal 4

MEANING OF A MESSAGE VIA TEXT OR EMAIL 100% Words

OTHER NON-VERBALS Posture - Crossing arms and legs may be a clue to the consumer you are not paying attention Eye Contact - Concentrate (without staring) on making eye contact during conversations Facial Expressions - What can Facial Expressions say? Tone or Volume of Voice Any others? 6

DRESS AND NON-VERBAL COMMUNICATION Would you wear this in a session with a client? Why or why not? 1 2 7

DRESS AND NON-VERBAL COMMUNICATION Would you wear this in a session with a client? Why or why not? 1 2 8

DRESS AND NON-VERBAL COMMUNICATION Would you wear this to a session with a client? Why or why not? 9

Introductions by others Introduction by self Handshakes HOW DO WE MEET EACH OTHER? 10

CULTURAL COMMUNICATION 11

CULTURAL DIFFERENCES IN NONVERBAL COMMUNICATION Non-verbal communication or body language is an important part of how people communicate and there are differences from culture to culture. Hand arm gestures, touch, and eye contact (or its lack) are a few of the aspects of nonverbal communication that may vary significantly depending upon cultural background. 12

Gestures: Pointing with one finger is also considered to be rude in some cultures and Asians typically use their entire hand to point to something. Touch: In the Middle East, the left hand is reserved for bodily hygiene and should not be used to touch another or transfer objects. Eye Contact: In many cultures, including Hispanic, Asian, Middle Eastern, and Native American, eye contact is thought to be disrespectful or rude CULTURAL DIFFERENCES IN NON-VERBAL COMMUNICATION 13

Of special note when working with babies: Although it is common in Western culture for adults to admire babies and young children and comment upon how cute they are, this is avoided in Hmong and Vietnamese cultures for fear that these comments may be overheard by a spirit that will try to steal the baby or otherwise cause some harm to come to him or her. CULTURAL DIFFERENCES IN COMMUNICATION 14

GENERATIONAL COMMUNICATION 15

Effective communication across the generations is needed to create and maintain healthy relationships. Many people struggle with a generational disconnect when it comes to communication. Half the battle is being aware each generation has a different way of communicating. It can help you anticipate miscommunication and tailor your message. GENERATIONAL COMMUNICATION 16

Traditionalists, like formal, respectful verbal communication. By nature Traditionalists are private, the "silent generation". Don't expect members of this generation to share their thoughts immediately. They prefer written communication as opposed to electronic. They could be offended by a shout across the room. TRADITIONALISTS: 1927 - 1945 17

Boomers are the "show me" generation, so your body language is important when communicating. Speak in an open, direct style but avoid controlling language. Answer questions thoroughly and expect to be pressed for the details. Present options to demonstrate flexibility in your thinking. BABY BOOMERS: 1946 - 1964 18

Use email as a primary communication tool if allowed. Talk in short sound bites to keep their attention. Ask them for their feedback and provide them with regular feedback. Share information with them on a regular basis and strive to keep them in the loop. Use an informal communication style. GEN XERS: 1965 - 1983 19

Millennials are driven by technology, and they use technology whenever possible to communicate; If allowed by your employer. Use action words and challenge them at every opportunity. They will resent it if you talk down to them. They prefer electronic communication. Use humor Don't take yourself too seriously. MILLENNIALS: 1984 - 2002 20

Gen Z communicates with images and they multi-task across 5 screens as opposed to Millennials preferring to communicate on 2 screens and via text. Gen Z’s attention spans are getting shorter as well, explaining their preference for video and images rather than text. They communicate in symbols. They speak in emoticons and emojis. GENERATION – 2002 ON 21

GENERATIONAL COMMUNICATION SUMMARY Five very different generations. In the workplace, we all work towards a common goal and must communicate. Communicating effectively between the generations can help you be more productive. 22

HOW DO WE RELATE? 23

HOW DO WE RELATE? Shared habitat Gender Culture Diagnosis Client Family Role Acquaintances 24

How one listens is a learned skill and influenced by one’s social environment. It is possible that persons of one gender may listen differently from persons of another gender. Persons with disabilities may demonstrate active listening in a different manner. A person with cerebral palsy may not be able to make eye contact. A person with autism may have difficulties maintaining eye contact. LISTENING: AN IMPORTANT COMMUNICATION TOOL 25

Here are some examples of irritating listening habits: Interrupting the speaker. Not looking at the speaker. Rushing the speaker and making him feel that he's wasting the listener's time. Showing interest in something other than the conversation, such as your phone. Getting ahead of the speaker and finishing her thoughts. IRRITATING LISTENING HABITS 26

Here are some more examples of irritating listening habits: Not responding to the speaker's requests. Saying, "Yes, but. . . , " as if the listener has made up his mind. Topping the speaker's story with "That reminds me. . . " or "That's nothing, let me tell you about. . . " Forgetting what was talked about previously. Asking too many questions about details. IRRITATING LISTENING HABITS 27

As a self assessment, on your own time, assess your listening habits on the Listening Self-Inventory. Place a check mark next to the issues you believe you may need to work on If most of your answers were a or b you probably possess good listening skills and the ability to concentrate and to recognize the speaker's emotions. If most answers were c, d, or e, you need to develop these characteristics more fully IRRITATING LISTENING HABITS EXERCISE 28

Block out distractions. Examine the full message. Avoid responding in a manner that closes communication. (i. e. “You’re wrong. You need to. . ”) Ask questions that invite the person to say more. Respect the speakers’ right to feel the way they feel and think they way they think. Practice non-judgmental attitude. Eliminate electronic distractions. HOW TO BE A BETTER LISTENER 29

Not observing or listening to the client will demonstrate lack of total commitment, which is unacceptable. Responding with continual empathetic responses without the use of other responses might cause a client to lose interest, and will detract from the session. Mechanical responses, particularly when responding with empathy, will detract from the session. ROADBLOCKS TO COMMUNICATION 30

Labeling a feeling involves listening, watching, and understanding. If you are not accurate in labeling a feeling, do not let that deter you from the skills described. If you are not genuine in your responses, the client will know eventually. Creating an atmosphere of honesty and caring will help. Be aware of the client's comfort level. Do not bombard or coerce the client with questions if he or she seems reluctant to answer. ROADBLOCKS TO COMMUNICATION 31

Use open-ended and closed questions at the appropriate times. Failure to account for cultural differences will affect the way one listens and/or expresses him or herself. Differing values can become a barrier if the CHW is more focused on preserving his or her own value system and is uncomfortable with other perspectives. ROADBLOCKS TO COMMUNICATION 32

REFLECTING 33

ROLE PLAY I really want to get a new job, but my partner is keeping me busy at home right now. I can’t do both. She is keeping me from doing what I want to do. 34

Divide into pairs as assigned. Obtain a role play scenario from your instructor. One of you is the client, the other the CHW. You will have 5 minutes to complete the role play. TRY THE REFLECTION TECHNIQUE 35

CONCLUSION In this module we: Learned the importance of verbal and non-verbal communication Looked at the benefits of and practiced reflection as a communication tool Learned and practiced ice-breaking, self-introductions, and person-centered listening Discussed how the different generations communicate 36

EVALUATION Please complete the module evaluation. 37

REFERENCES Reading Facial Expressions Of Emotion, Psychological Science Agenda | May 2011, David Matsumoto and Hyi Sung Hwang Cultural Differences in Nonverbal Communication Joanne Ikeda, M. A. , R. D. ; University of California, Berkley, Charles Tidwell Jr. Ph. D. ; Andrews University, Berrien Springs, Michigan, The Protocol School of Washington Developing effective communication skills. American Society of Clinical Oncology. (2007 Journal of Oncology Practice, 3(6), 314 -317. Listen Up: How to Improve Relationships, Reduce Stress, and Be More Productive by Using the Power of Listening - Larry Barker & Kittie Watson, 2000 38