General Communication Skills
What is non-verbal communication?
Communicating without words, using body language, facial expressions, and gestures.
What is an 'I' Statement?
A way of expressing feelings and needs without blaming others, starting with "I feel...when..."
What is active listening?
Fully concentrating, understanding, responding, and remembering what is being said.
What are the key components of a sincere apology?
Reflecting on your actions, taking responsibility for them and making changes to improve things in the future/make amends.
How can you practice active listening in a text conversation?
By reading messages carefully, responding thoughtfully, and asking clarifying questions if needed.
Why is it important to be aware of your tone of voice in communication?
Because it can convey emotions and affect how your message is received.
Why are 'I' Statements important in communication?
They help reduce defensiveness and promote understanding.
Name one technique used in active listening.
Paraphrasing or summarizing what the speaker said.
How can you show you are taking responsibility in an apology?
By clearly stating what you did and why it was wrong. Avoid making excuses or justifying your behavior (i.e 'I'm sorry, BUT I was tired.')
What are examples of common misunderstandings in digital communication?
1. Tone Misinterpretation
2. Sarcasm and Humor
3. Assumptions
4. Overuse of abbreviations and emojis
5.Lack of Context
6. Timing
What is the difference between passive, aggressive, and assertive communication?
Passive avoids conflict, aggressive is confrontational, and assertive is respectful and direct.
What are the three parts of an 'I' Statement?
The feeling, the behavior, and the reason.
What should you avoid doing while practicing active listening?
Interrupting or thinking about your response while the other person is speaking. Minimize distractions around you and avoid looking at your phone, other people, or doing other things that pull your attention away from the speaker.
Why is it important to avoid saying "but" in an apology?
It can negate the sincerity of the apology.
What is wrong with the following text message, and how could it be improved?
"U never listen to me! 😡 Why do u always ignore my messages?!!"
It uses accusatory language and includes excessive punctuation and an angry emoji. To improve it, use an 'I' Statement and clear language: "I feel hurt when my messages aren't responded to because it makes me feel ignored. Can we talk about this?"
How can asking open-ended questions improve communication?
It encourages more detailed and meaningful responses.
How can 'I' Statements improve relationships?
By fostering open and honest communication.
What are examples of verbal and nonverbal communication when active listening?
Verbal: 'Mmhm', 'That's interesting', 'That makes sense'
Nonverbal: Nodding, Facial expressions, Eye contact, Matching the speaker's affect when responding
Myth or Reality:Apologizing is as simple as saying "I'm sorry."
Myth; Saying "I'm sorry" is not a complete apology. An apology is complete when effort is said/shown to correct the behavior and plan for the future.
What are some effective strategies for resolving conflicts through text messages?
What is the role of empathy in healthy communication?
Understanding and sharing the feelings of others to build connection and trust.
Why do people often choose not to use 'I' Statements?
What are open-ended questions and why are they important to show active listening?
They are questions that encourage elaboration, rather than "yes/no" responses. It shows the speaker you have been paying attention and care about what they are sharing.
What is an example of a bad apology?
Saying "I'm sorry if you were offended" because it shifts the blame to the other person and doesn't take responsibility.
What is wrong with the following text message, and how could it be improved?
"You never help with the group project. Do you even care about our grade?"
It uses absolute language and questions the recipient's commitment. To improve it, use an 'I' Statement and offer a constructive suggestion: "I feel stressed when I have to do most of the work on the group project. Can we divide the tasks more evenly?"