Communication skills Flashcards
What is communication?
The process of passing information and understanding from one person to another.
Why do we need good communication
to inform or to be informed
To direct or be directed
To Influence or to be influenced.
What does communication need to be ?
6 ‘C’s’
Clear Concise Coherent Correct Courteous Complete
What two types of communication are used in LFB ?
One Way and Two Way.
One way- used in the form of orders to control at incidents.
Two Way - Allows the person receiving to ask questions and confirm understanding.
What methods of communication are used?
Verbal and Written.
Verbal - face to face verbal communication.
Written- Is used to pass critical information covering policy changes, incident reports etc.
Barriers to effective communication
Jargon
Emotional barriers and taboo’s- People unwilling to discuss the topic in hand
Lack of attentive interest- Personal distractions
Perception, prejudice or unconscious bias- We hear what we want to based on our beliefs.
Physical disabilities- Hearing, visually impaired.
Physical barriers- Hinders face to face
Language- different language spoken or not native.
Definition of listening
The act of concentrating or hearing something, taking heed.
5 Levels of listening (Steven Covey)
Ignoring- Distracted
Pretending - Body language suggests listening
Selective listening - hears and heeds only parts they wish
Attentive listening - Actively listening but distracted
Empathic listening - Total focus.
4 Stages of empathic listening
Stage 1 - Reconfirm content
Stage 2- Rephrase content to confirm understanding
Stage 3-Reflect emotional feelings “You must have felt”
Stage 4- Rephrase content and reflect emotional feelings
Effective listening techniques
judge content, not delivery Do not interrupt Listen for ideas. be flexible Empathically listen Develop concentration Keep mind open capitalise on facts Mentally summarise
