Communication Skills

Module Two

Welcome we will be live shortly

Welcome Back to Communication Skills

Mohamed Afifi – Producer

Fiona Campbell – Facilitator
And Chat Moderator

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Recap on Yesterday

Write in the chat box one situation you identified and how
 
you will deal with it differently

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Learning Outcomes

Understanding the 5 styles of listening

  Creating an active listening state
Building Rapport with others
Asking purposeful questions to get clarity of situations
Everest Simulation Part One

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 Hearing and Listening
Hearing is simply the process of perceiving sounds
within our
  environment.

The best way to illustrate hearing is through the

biological processes involved in sensory perception.

Specifically: our ears pick up sound waves around us,

sends signals to our brain, and our brain in turn tells us
what the sound is and where it is coming from.

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 Hearing and Listening
Listening, on the other hand, goes beyond simply
picking up
  stimuli around us, and identifying what
these stimuli are.

Listening involves the extra steps of really

understanding what we heard, and giving it deliberate
attention and thoughtful consideration.

It may be said that listening involves a more active

participation from a person than simply hearing.

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The Five Levels of Listening:
Ignoring

Empathic Pretending
Levels 5
Of
Listening

Attentive Selective

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Breakout Activity – 20 Minutes
Take turns to talk about something you do well at work
 
1. Person Speaking
2. Person Listening
3. Time Keeper

The person listing gives all of their attention to the speaker. After 2 minutes
the time keeper says “take it away”. The speaker still listens but does not
pay attention, while the speaker keeps talking. Timekeeper, after 1 minute
says “Give it Back ” and the listener pay attention again for 1 minute – then
swap roles
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 Rapport

Rapport is the ability to relate to others, in a way that creates a climate of

trust and understanding.
 
You know you have rapport when someone volunteers additional
information about themselves, or a situation that you have not asked for.

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 Building Rapport
Physiology: Posture, gestures, facial
expressions, breathing

Tonality: Voice tone, tempo and volume

Words: Using key words, talking about

common experiences, repeating the last
part of the sentence

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When You Are In Rapport People Give You Unsolicited
Information

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 7 Tips For Creating Rapport

1. Match or mirror body posture

2. Breath at the same rate
3. Speak at the same speed
4. Use the same voice tone and volume
5. Match the type of words being used
6. Talk about common experiences
7. Repeat back the last part of some sentences

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 Asking Purposeful Open Questions
We naturally edit and leave out lots of information when we speak
to people
  The easiest way to retrieve missing information abut any
situation and gain clarity is by asking very specific and targeted
open questions purposefully:

What = Subject
Who = Person
Where = Place
When = Time
How = Action
Why = Reason or Motivation

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Breakout Activity – 15 Minutes

 
Take turns to describe situation you are passionate about.

As one person talks, the others take turns to ask the

What, Who, Where, When, How and Why questions

Keep asking for specific information until you all have a

clear picture of what that person is talking about

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Lets Find Out Well Do You Communicate as a Team
Simulation: Everest

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 Everest Simulation Tips

 Take your time and carefully review the and discuss the available

data in each round.

 You will encounter challenges that require calculations.

 Stay engaged even if you are rescued.

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 Everest Simulation Tips

 Each team leader will advance the simulation to the next round

by submitting their decision last

 You don’t have to stay together, but you cannot receive medical

supplies if you are separated from the Physician.

 You have one buffer round.

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 Everest Simulation Tips

 Embrace your role!

 The first two rounds are less eventful, but take this time to
become more familiar with the game, consider your role, and
build rapport with and interact with your teammates.

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 Everest Simulation Tips

 Much like a true Everest climb, small mistakes can be costly.

 Taking notes – and/or using whiteboards – may be helpful to
you or your team.
 Access the simulation in Chrome, Safari, Firefox, or Edge, and
only open it on one browser tab at a time.

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 Everest Simulation Debrief

Let’s look at some of the things you have learned from this simulation

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Homework for Today

Practice really listening to someone you live with

Take time to notice their body language and voice tone as they are talking to
you

How much more information are you receiving?

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Wrap Up
On chat share with the group what is the main takeaway for you today?

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Communication Skills
Module Two

See you tomorrow