Communication Skills

Communication Types

100

Sally walks in the door.  You identify that she is upset even before she talks.  What type of communication is Sally using.

Non-verbal or visual

200

This includes emails and newspapers

Written

300

The type of communication you use when talking on the telephone.

Verbal

400

Communication style you use when someone is speaking to you

Active Listening

500

Communication specific to one group

Contextual

Definitions

100

the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs

Communication

200

DEAR MAN is an acronym for 

Describe, Express, Assert, Reinforce, Mindfulness, Appear Confident, Negotiate

300

Four SAFE Skills

Stay Calm, Ask Questions, Find out Feelings, Exchange ideas for possible solutions

400

Active Listening: 3 characteistics

Eye contact, lean forward, be attentive, ask clarifying questions, be respectful, remain calm

500

How to state what you want and need assertively without the appearance of blame

"I" statements

This Communication is Effective

100

Sitting or standing facing the speaker, leaning in, open palms, paying attention, nodding

Open Body Language

200

80% - 90% of communication

Non-verbal communiation

300

5 C's

clear , concise, complete, correct and compassionate

400

The most important part of effective communication

Active Listening

500

Emails, Publication, Public Speaking, Writing a letter, Giving a "thumbs up", Shaking your head to say "no", written directions

Examples of Communication

Traits of Good Communicators

100

Hearing, thinking about and responding to another person's message

What is active listening

200

sitting or standing in a way that encourages discussion and is non-threatening

What is open body language

300

the ability to understand and show concern for another person's feelings

What is empathy

400

Done after the speaker stops that helps to understand the information or get more details

Ask Questions

500

staying focused, eliminating cuss words, not interrupting

Following etiquette or showing respect

AAP

100

Tina used clear statements, identified her own boundaries, was respectful of others and used "I" statements.  How is she communicating?

Assertively

200

Jill kept her eyes on the floor, spoke very softly, agreed with everything.  What type of communication is she exhibiting?

Passive 

300

Jim is yelling, using swear words and balling up his fits. What type of communication is this.

Aggressive

400

Bob became frustrated when his co-worker started talking over him.  He took a breath, was more forceful with statements and identified his rights and boundaries. How was he communicating.

Assertive Communication

500

Ginger spoke calmly, stood still, maintained eye contact, spoke in "you" statements and reported I had to do what she says or I am fired.

Aggressive