Communication Skills Flashcards
Types of communication
Self Non verbal - body language Group - unit, accommodation Roles - work, education Systems - radio, duress Written - log books, reports
Barriers to effective communication
Making assumptions Feedback error Ambiguity Misunderstanding of definition Interpersonal skills
Listening
Making an effort to receive the information
Hearing
Passive receiving of information
Open question
One that requires the receiver to elaborate on a response I.e. more than an one word answer
Closed question
One word answer to get a response usually yes or no
Leading question
Invite more information on a particular direction - leading the topic of conversation to a particular intended outcome
Probing question
An exploring question that seeks to gather more information
Active listening
Know why you are lost ending and what you are listening for
Active listening techniques
Paraphrasing
Reflecting feelings
Non verbal feedback
Variety of questioning
Non verbal elements
Body language Hand gestures Tone Environment Time Confidence
Baritas box
My attitude affects my behaviour which affects their attitude which in turn affects their behaviour
Channels of communication
Verbal Visual Kinaesthetic Face to face Taste Nonverbal Radio Written
