Module 7 Communication Skills - PowerPoint Presentation

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Module 7

Communication Skills

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Objectives

Understand the importance of verbal and non-verbal communication

Understand the benefits of

and practice reflection as a communication toolL

earn

and practice ice-breaking, self-introductions,

and person-centered listeningDiscuss how the different generations communicate

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What is Communication?

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.

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Verbal and Non-Verbal Communication

Only 8% of what is communicated is verbal

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Meaning of a

Message via Text or Email

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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 conversationsFacial Expressions - What can Facial Expressions say?

Tone or Volume of VoiceAny others?

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Dress and Non-Verbal Communication

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Would you wear this in a session with a

client? Why

or why not?

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Dress and Non-Verbal Communication

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Would you wear this in a session with a

client? Why

or why not?

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Dress and Non-Verbal Communication

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Would you wear this

to a session with a

client? Why

or why not?

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How Do We Meet Each Other?

Introductions by othersIntroduction by selfHandshakes10

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CULTURAL COMMUNICATION

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Cultural Differences in Non-verbal

CommunicationNon-verbal communication or body language is an important part of how people communicate and there are differences from culture to culture. Hand and 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.

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Cultural Differences in Non-verbal Communication

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

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Cultural Differences in Communication

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.

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GENERATIONAL COMMUNICATION

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Generational Communication

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.

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Traditionalists: 1927- 1945

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. 17

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Baby Boomers: 1946 -

1964Boomers 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.

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Gen Xers: 1965 - 1983

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.

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Millennials: 1984 -

2002 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. 20

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Generation – 2002 On

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.

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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.

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HOW DO WE RELATE?

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How Do W

e Relate?24

Client

Shared habitat

Gender

Diagnosis

Family Role

Acquaintances

Culture

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Listening: An Important

Communication ToolHow 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.

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Irritating Listening Habits

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.

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Irritating Listening Habits

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.

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Irritating Listening Habits Exercise

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 onIf 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

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How to Be a Better Listener

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.

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Roadblocks to Communication

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.

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Roadblocks to Communication

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 withquestions if he or she seems

reluctant

to answer

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Roadblocks to Communication

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.

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REFLECTING

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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.

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Try the Reflection Technique

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.

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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

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Evaluation

Please complete the module evaluation.

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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

WashingtonDeveloping 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

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