Lesson 3 : Communication Skills Copy

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