TOPIC 2 :

COMMUNICATION SKILLS

CLO 1 :
Use effective communication skills in various
verbal and non-verbal forms of communication
at the workplace .
WEEK 5

Develop listening skills.

Practice communication procedures.
LISTENING
Listening, whether done by individuals or by
companies and government, is a signal of respect.
When people dont feel listened to, they dont feel
respected. And when they dont feel respected,
they feel anger and resentment. This resentment
is exacerbated if people think youre pretending to
listen but arent.
Hugo Powell
TYPES OF LISTENING
Inactive listening
Active listening

Selective listening

Reflective listening
LISTENING EFFECTIVELY

Use appropriate tone of voice

Understand communication

Provide feedback

Feedback is empathetic and

nonjudgmental
Find areas of interest.

Judge content, not delivery

WHAT IS COMMUNICATION

Communication is an exchange of information from the

sender to the receiver with the message being
understood as intended by the sender.
TYPES OF COMMUNICATION
 saying what you think, feel, want, or believe
In ways that dont damage another persons right to be
treated with respect
assertive
In straightforward, nonthreatening ways
In ways that dont deny your own rights
avoiding saying what you think, feel, want, or believe because...
You are afraid to risk the consequences

assertive
You dont believe in your own rights
You dont know how to speak up for yourself
You think another persons rights are more important than

Non
yours
saying what you think, feel, want, or believe in ways that deny
another
persons right to be treated with respect (anger, meanness,
hurtfulness, put-downs,

aggressive
spitefulness, etc)
COMMUNICATION PROCEDURES
ASSESSMENT
ROLE PLAY 2