verbal communication

Question 1

3 major types of communication
(Seligman et al 1995)

Answer 1

• passive
• aggressive
• assertive

Question 2

assertive communication
- how to communicate assertively

Answer 2

Caring for my rights and the rights of others. Expressing how you feel and your options in a firm but friendly manner
1. Describe how you are trying to understand the other person’s position
2. State the problem, describe dissatisfaction
3. Make a statement about what you want to change
4. “I” statements.

Question 3

active listening

Answer 3

Is giving your full attention to someone and really hearing them.
Listening with eyes, ears and heart. E.g.
- Nodding and uh huh noises
- Making eye contact
- Reframing/ rephrasing
- Asking for clarification

Question 4

barriers to active listening

Answer 4

• Being distracted, listening with ‘half an ear’
• “one up man ship” e.g. topping their story, talking about your own problems when they are trying to tell you theirs, an even better holiday then the one they just had
• Judgemental “that was a stupid thing to do”, “I told you so”.

Question 5

working collaboratively

Answer 5

Communication is needed to work with others
All interactions need to be started & have an end point
Requires a sense of purpose from participants
Will often involve brainstorming
Equal participation
Can apply one-on-one to larger interactions
But have different dynamics