Flashcards in Topic 3 - Workplace Communications Deck (4)
What is effective communication?
exists between two people when the receiver interprets the sender's message in the same way the sender intended it.
SOLER attending skills -describe
Square on (S) - Face the person squarely i.e. adopt a posture that indicates involvement.
Open posture (O) - Adopt an open posture - do not cross arms or legs, this is a sign you are open to the person and what they have to say.
Lean forward (L) - Remember at times to lean forward - this enhances communication because it indicates interest.
Eye contact (E) - Maintain good eye contact - a way of saying "I'm with you, I want to hear what you have to say".
Relax (R) - Try to be relatively relaxed. Don't fidget nervously or show distracting facial expressions.
What do you do to perform active listening?
OBSERVE non-verbal behaviour carefully
ASK QUESTIONS for information and clarification
PARAPHRASE or repeat back what has been said