A good and helpful presentation which I designed for the staff covering the importance of listening, body language and communication

1. Communication

2. Communication: Definition Communication – act of “imparting information” for the purpose of “evoking understanding”

5. Communication : The Flow Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding

6. Communication Sender Receiver Distortion Feedback All messages do not reach the receiver due to “ distortion”

11. TYPES OF COMMUNICATION AUDIAL--listening VISUAL BODY LANGUAGE VERBAL COMMUNICATION

21. Body Language… Frustration Clearing throat, "whew" sound, Whistling, smoking, pinching flesh covering mouth, jiggling money or keys, tugging ears, wringing hands. Short breaths, "tsk" sound, tightly clenched hands, wringing hands, Fist like gestures pointing index finger rubbing hand through hair rubbing back of neck. Nervousness

22. Body Language… Defensiveness Open hands, unbuttoned coat Arms crossed, sideways glance, touching-rubbing nose, rubbing eyes, buttoned coat, drawing away Openness Insecurity Pinching flesh, chewing pen, thumb over thumb, biting fingernail

23. Body Language… Confidence Cooperation Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat. Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat

24. SPEAKING SKILLS VERBAL SKILLS

28. TO SPEAK EFFECTIVELY--- Don’t Threaten. Become angry . Swear. Lose your poise. Take things personally.

32. Effective Communication Focus the discussion on the information needed Use closed ended questions to prompt for specifics….. KEY TECHNIQUES Use open-ended questions to expand the discussion