Simple guide for communication verbal and nonverbal

1. COMMUNICATING
FOR
RESULTS

2. Communicate
Clarify the message
Observe body language
Maintain individual self-esteem
Make your point clear, concise, and simple
Understand other points of view
Nurture others’ feelings
Involve yourself in the message
Comprehend the message
Attend to the message
Talk judiciously
Emphasize listening

3. Meet the objective of the
COMMUNICATION

4. 4
COMMUNICATION
PROCESS

5. Basic Process

6. COMMUNICATION
FOR
RESULTS

7. 7
BARRIERS
TO
COMMUNICATING
FOR
RESULTS

8. Barriers
Bad attitude defensive, negative, or faultfinding
Avoiding “real” issues or problems
Reluctance to be open and honest
Rebutting all discussion
Internalizing negative results or self-esteem
Evaluating the message too critically
Regarding all communication as personal
Semantics and jargon

9. 9
VERBAL COMMUNICATION

10. Verbal
Voice that is clear and audible
Emphasizing main points by changing rate
and pitch
Repeating things you want others to
remember
Being natural
Achieving understanding with your
audience
Looking for feedback (verbal or nonverbal)

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NON-VERBAL
COMMUNICATION

12. Non-Verbal
Nodding or shaking of the head
Open or closed body position
Nervous actions i.e. coughing, laughing,
shaking
Visual gestures hand signals
Emotional reaction like tears or a smile
Response time for feedback or simply being late
Blushing
Acting bored by yawning or looking around
Lowering of head signaling disinterest

13. 13
ACTIVE
LISTENING

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Reasons People Do Not Listen
• The brain works faster than the tongue
• Short attention span
• Our education stresses writing and
reading
14

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Bad Listening Habits
• Attention fakers
• Fact gatherers
• Criticizers
• Bored listeners
• Difficult material blockers
• Distraction tolerators
• Note takers
• Metal rehearsers
15

16. Active Listening
Let the other person convey his or her
message
Involve yourself in others’ message
Summarize and paraphrase frequently
Talk only to clarify
Empathize with other people
Nurture active listening skills

17. 17
FEEDBACK

18. Feedback
Foster an open environment
Encourage feedback as a matter of
routine
Establish guidelines for feedback
Discuss unclear communications
Be direct, but considerate
Ask questions for better understanding
Consider feelings of others
Keep focused on the objective

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Feedback Criteria Guidelines
• Provide feedback as soon as possible
• State why feedback is necessary
• Ask the person if they want feedback
• Describe the specific behavior or action
• Tell the reaction to the behavior or action
• Be direct, but considerate
• Owned by sender
• List consequences
• Include feelings and emotions
• Focus on situation and do not make it personal
• Check to make sure feedback is appropriate
• Provide opportunity for receiver to respond
• Work together to make things better
• Determine if behavior is changeable
• Maintain self-esteem of both giver and receiver
• Summarize actions
• Establish follow-up or process for monitoring progress19

20. 20
DEVELOP
ACTION PLAN

21. 21

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