Lesson 3 : Communication Skills
Effective Communication Skills include:
listening
observing
verbal and non-verbal communication
appropriate questioning
giving information
putting across a point of view or opinion, clearly and appropriately
respecting others’ opinions and views
timing of responses
using feedback skills appropriately
reflecting
paraphrasing
summarising
clarification
avoiding blocks to listening
making the best use of the physical environment
giving an invitation to talk
explaining boundaries
ending the interaction
Effective non-verbal communication skills include:
active listening
observing
mirroring
eye contact
positive body language
appearance
head movement
posture
gestures
facial expression
Empathy is the ability to notice, understand, and share
the emotions of others.
It is an important social skill for all people to have and It helps us to understand someone else’s views, understand each others’ emotions, connect with one another, show compassion, make good social choices, and ultimately develop positive relationships.
What does a lack of empathy look like?
A person who may lack strong empathy skills might:
Do or say something rude or inappropriate, like commenting on someone’s appearance and drawing attention to it.
They might struggle to wait their turn to speak and cut in.
They may make comments that could hurt peoples feelings.
They often say the wrong things at the wrong times and can appear insensitive. An example could be: talking about how much they love their dog right after someone shares news that their dog has passed away.
Empathy Busters vs Empathy Boosters
Empathy busters are when we try to show empathy but don’t get it quite right.
Empathy boosters support the person to reflect and think for themselves and feel listened to and supported.
Which of these are boosters and which are busters and why?
I think you should…..
That’s nothing! Wait till you hear what happened to me!
Are you feeling…….?
That must have been a difficult situation for you.
Listening Skills
Active listening refers to a pattern of listening that keeps you engaged with your conversation partner in a positive way.
It involves a range of skills:
Non verbal communication
effective questioning
verbal prompts
vocal pattern
silence/pauses
Non verbal communication – use appropriate body language, be relaxed and pay attention don’t fidget or fiddle with objects. Key appropriate eye contact, don’t stare at them and don’t let your eyes wander to distractions around you.
Effective questioning- use questions to clarify or to get more details.
Verbal prompts – these can be short phrases that show your listening and encourages the other person to keep going or open up e.g. go on
Vocal pattern –this includes the tone, pitch and pace of your voice. If you sound bored or disinterested it can put off the other person from opening up
Silence/pauses – give them time to answer questions
