A resource commissioned by the Making Practice
Based Learning Work project, an educational development project funded through FDTL Phase 4
Project Number 174/02 and produced by staff from the
University of Ulster. www.practicebasedlearning.org Tara Dixon, Project Manager, University of Ulster
Martin O’Hara, Management Consultant
Aims and Learning Objectives 2
Section 1: The Communication Process 4
Section 2: Active Listening Skills 10
Section 3: Non-verbal Communication 13
Section 4: Giving Constructive Feedback 18
Section 5: Questioning Skills 23
Section 6: Presentation Skills 28
Appendix 1 33
Communication Skills contents Communication Skills
This resource has been compiled to give a general introduction to effective communication for practice educators.
In the first section, the key components of the communication process will be discussed. The basic skills required for effective communication will be explored in the next few sections, and some specific contexts for communication, including giving presentations and feedback meetings, will be examined.
On completion of this resource, you should be able to:
• Identify the key components of the communication process.
• Identify some typical problems that can arise in the communication process and demonstrate knowledge of skills to overcome these.
• Demonstrate increased awareness of forms of communication and social behaviour.
• Identify and use strategies for managing specific contexts for communication, including giving presentations. www.practicebasedlearning.org COMMUNICATION SKILLS
Aims and Learning Objectives
As we progress through our careers in the health or social care environment, the sorts of skills that are critical to our success can change and evolve. Many of us are first responsible for
References: Nichols, R. G. and Stevens, L.A. (1990) Listening to People Harvard Business Review 68 pp95-102 in Adler, R. B. & Elmhorst, J Spitzberg, B.H. (1994) The Dark Side of Incompetence in Adler, R. B. & Elmhorst, J. M. (1999) Communicating at Work: Principles and Practices for Business and the Professions McGraw Hill Singapore Stewart, J. and Logan, C. (1998) Together: Communicating Interpersonally in Hargie, O., Dickson, D., Tourish, D. (2004) Communication Skills for Effective Management Stiff, J.B., Hale, J.L., Garlick,R., Rogan, R.G. (1990) Effect of Cue Incongruence and Social Normative Influences on Individual Judgements of Honesty and Deceit Southern Speech Communication Journal 55 pp 206-229 in Adler, R Elmhorst, J. M. (1999) Communicating at Work: Principles and Practices for Business and the Professions McGraw Hill Singapore Tourish, D. and Hargie, O. (Eds) (2004) Key Issues in Organisational Communication. Routledge. London Venn, P Wells,G. (1986) How to Communicate NY McGraw-Hill Wertheim, E Wilson, G. & Nias, D. (1999) in Guerrero, L. and DeVito, J. (Eds) The Nonverbal Communication Reader: Classic and Contemporary Readings Prospect Heights, IL